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  1. Following the addition of being able to publish documents linked to services on the portals, which is a big step forward in us being able to regain the ability to publish a knowledge base on the portals, can we request some enhancements to make it more manageable and easier to use for the consumer, especially when a large volume of documents are linked. Documents to be grouped under the source Library, and initial display is Library headings, with the option to expand to list documents in said Library. Ability to control the order of the Libraries and the documents in the Service setup screen. Just to give you an example of the volume and structure we are trying to make usable in the Service Manager, please see below. At the moment the only way to change the order is to unlink the documents and then link them again in the order you want, but there is no grouping, so will just be one long list. Cheers Martyn
  2. Can I request an enhancement to the Email options held at a Service level, to enable the automatic inclusion of connections when opening the request 'Email Action'. Connections is a very useful facility, but is let down by the need to manually have to add the connection on to the email action each and every time you use it. This whole relies on the analyst remembering to add the connections, which with human error results in an inconsistent application. We would propose there is an options as below:- Impacted connections - option None, To, CC or BCC. Interested connections - option None, To, CC or BCC By having a setting a the Service level this can be controlled and set due to the particular needs of the the service, rather than a system wide setting. Having the options above give complete flexibility to fit different service desk needs. Cheers Martyn
  3. Linked to @Giuseppe Iannacone post below, can we raise an enhancement to add the additional options to be able to set the Service and Catalog values by passing the Id's for these as well as the existing option to pass the name. We often change the name of services or catalog items, but the Id's do not change. Cheers Martyn
  4. Morning, This is going to be a morning of questions I'm afraid, but I've split them into topics. To test my BP I have created a new catalogue item, and new BP and PC to go with it. To check the BP works, I have to create a ticket. This goes into our normal queue. Is there a way to set up a test area, so the tickets do not enter our queue? I am cancelling the tickets but because I am new to Hornbill I am having the test the BP as I go to, so quite a few extra tickets. Thanks
  5. Is there any plans to provide the facility of copy a service in order to duplicate it? With more details and configuration going into services, it would be really useful to have the ability to duplicate a current service and the modify it, either to make a new service or as a revision to the current service. Cheers Martyn
  6. When adding custom fields we have run into issues where we enter data and it 'saves' but when the page is refreshed the data in the custom fields disappear. Could someone have a look for us to see if there are limits to the text input for these fields? We enter test: when we save, text is added: refresh page: text gone
  7. We have been updating some of our teams in the internal organisation structure which has included delete some teams which are no longer required. However where the deleted team was a subscriber of a service the service subscription is not removed and is orphaned. This results in blank team subscriptions showing against the service in the portfolio. Can the delete team process be updated to cascade it removal or require the team to be unsubscribed before being able to delete it. Cheers Martyn
  8. Related to our earlier post about the ability to copy a whole service (link below), we would also like to request the ability to Copy Subscribers. Like other parts of the system when dealing with Roles or Organisation objects you have the ability to copy the members to the current object, which is especially useful when migrating or replacing existing roles/organisations. The same is true for Services. We are going through a review of our Services at the moment, consolidating some of them down, so having the ability to copy subscriptions from the previous services would save so much time, rather then having to do this one by one, entering the subscriber. Cheers Martyn
  9. We are looking to implement Change Control requests in Hornbill to manage and record service subscription changes to Hornbill services for out external customers. As such we would like to automate the process of adding and removing service subscriptions both at the primary service and secondary catalog level. Therefore can we request a new BPM Node Object to allow interaction with Service Subscriptions. * Query Subscriptions - Pass in Subscriber Type and Subscriber ID, result list of Service ID object is subscribed too. * Query Service Subscription - Pass in Service ID, Subscriber Type and Subscriber ID, result True/False * Query Service Catalog Subscription - Pass in Catalog ID, Subscriber Type and Subscriber ID, result True/False * Add Service Subscriber - Pass in Service ID, Subscriber Type and ID, result True/False * Amend Catalog Subscriber - Pass in Catalog ID, Subscriber Type, Subscriber ID and enable/disable, result True/False Cheers Martyn
  10. hello everyone, as the former administrator of our site has now left the company, it has been left to me to pick up the pieces with regards to Hornbill... therefore for my first post.... can anyone please point me in the right direction of some documentation outlining how I go about creating a new service within Service manager and updating the service categories to reflect this? I fear that we are going to need more services over time and therefore getting used to the way Hornbill works would be needed quite soon. thanks
  11. In addition to the 'Default Mailbox' option now present on each 'Service' details setting, it would be useful to be able to specify the default email address to be used from the Service, where the specified Mailbox has more than one email address associated with it. At the moment you inherit the Default Address from the mailbox specified in the service. The idea here would be that you can override the default email address on a service by service basis, so if you have a service which uses a leagcy address or a noreply one, you can specify it. Cheers Martyn
  12. Could the reporting 'Request' entity be extended to include details from the linked service. For example at the moment we report on requests grouped/selected by 'Service Category' , so we have to use the SQL Designer process to join in the Service table rather than being able to use the entity method. Having the Service as part of the 'Request' entity will allow access to other fields in the Service Table such as Status, Serive Owner etc as well as the Service Category. Cheers Martyn
  13. Can I ask for a feature request, we would like the abilities to search the Services list when logging a request. This search should search the services and the CI's like the portal search so that if you have a lot of services or CI's they are easier to find. Thanks in advance.
  14. Hi I have a service that is linked to two SLA's because one SLA follows a working day calendar so an 8 hour day for P3 priority calls and the second SLA follows a 24/7 calendar for P1 and P2 issues. When I now log calls for the service on a P3 is doesn't choose the right SLA. I have two questions, can you link a service to two SLA's? and why would it not follow the P3 SLA when selected? Thanks Chris
  15. We have updated our instance and found that in the portal there is no longer a search function? Can this be bought back?
  16. Can the Service and Priority options in the 'Log New Incident' node under 'Requests>Log Request' be setup to support variables, the same way as the 'Catalog Item' option is. Thanks Martyn
  17. We would like to implement a Change Management workflow to manage our service subscriptions in Hornbill Service Manage itself. The idea being is that our internal project management team would raise requests for new services for a site to be taken in to 'Support' would raise a Change Request, which as part go the workflow process after authorisation would then automatically add the subscription to the selected organisation. To do this without manual intervention, would require a number of additional features. Data Provider in Progressive capture to allow selection the below and capture into custom field. External Organisation (ability to set filter by Industry {variable and manual}) Service (ability to set filter by Service Category {variable and manual}) Catalog (ability to set filter by Service {variable and manual}) BPM/iBridge Integration options Add Service Subscription Remove Service Subscription Include/Exclude Catalog item I sure there will so others automatons required, but the above are the primary ones, if we want to achieve an automated change management process with Service Manager to manage it's own service subscriptions. Cheers Martyn
  18. When we set up FAQ's against a service can you: Have it so when you select a service it displays all associated FAQ's against that service Can you accept an FAQ at the time of logging to resolve the request to the user with those details
  19. Hi All, We are currently looking to implement our own company branding to each service we provide via the customer and service portal, as it stands we are only able to display predefined logo's from a drop down list as per my screenshot. Can you please let me know if there is some other way for us to upload a logo or if this has been requested previously? (I cannot find anything immediately on a quick search of the forums).
  20. is there a way to customize the search bar or at least change the position? from this to something like this:
  21. When linking multiple Service Level Agreements to a Service at the same time, the order they are selected is not honoured when they are inserted into the linked services list, but inserted in alphabetical order. This means you then have to then manually re-order them or add them individually in order. if they where added to the Linked Services list in the order they where selected, that would save these extra steps. Cheers Martyn
  22. Good Morning All, Does anyone know if there is or will be an option on the service portal to search for documents using tags? The My services search bar works really well so i was looking to see if the My Documents had any plans to also have this feature
  23. Me again, Another request: would it be possible to have a "Copy" feature for services? (a bit like the "Save As..." for reports, measures, widgets, etc) Creating a new service from scratch can be particularly time consuming when you have to setup all catalogue items, SLAs, FAQs, feedback, etc. In most cases, when I need to create a new service I could really do with a simple copy of an existing service, and then modify only a couple of things. Would anybody else be interested in such feature too? Thanks in advance for any feedback!
  24. Hi again, Another request which would help us considerably from a support / maintenance of BPMs point of view: a "default" assignment team per catalog item (OR service if not possible) Let me explain why first: 1. we do not use "Supporting teams" as any support team must be able to view and interact with any requests logged on the portal 2. calls are automatically assigned to a team via the BPM as we do not have a traditional 1st line support The consequence of this at the moment is a very very long BPM: Should we have a "default assignment team" field available at catalog item level (ideal scenario) we would not need this at all and the service owners would be able to maintain that themselves (meaning less work for the admin!) - and yes it changes quite regularly! The idea is simple: this field would be optional. If a value is set, then the assignment would be done "automatically" unless explicitly specified in the BPM. IMPORTANT NOTE: this logic should be applied AFTER the existing logic around "Supporting Teams" as we do not want to break existing setups. Another important point: this field would ONLY be used for call assignment and nothing else! No "security" related context or anything like that. It would just be a basic optional x-ref for call assignment task. A less ideal scenario (but still workable) would be to have this at the service level (and then I would only need to override is some rare cases directly in the BPM using the catalog item id). Would this be of any use to anybody else? Or are we just bonkers in my company?
  25. @James Ainsworth Is there an precedence applied where you have both Global and Service based Sub Statuses? The reason for asking is that as we are implementing a number of different Service Desks with the same platform, where we will have a large majority of our services (100+) where we will wan to set common Global Sub-Statuses, but also have a number of other Services where we would want different Sub-Statuses. At the moment I believe you will get Global Sub-Statuses plus any local Service based ones as well. It would be good to have the option to turn off either as a whole or individually the inheritance of the Global Sub-Statuses at the Service Level. Also as Sub-Statuses will not doubt be closely aligned with 'Service Levels' it would be good to be able to potentially link Sub-Statuses at this level, so you do not have to apply it at 'Service' level. Cheers Martyn
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