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Found 49 results

  1. Hi Please see attached screenshots that show side by side two requests Timeline comparison: Both have email timeline updates from the same sender for the same type of thing (quote for kit) Email view comparison: On the left hand request, the email can be opened for view On the right hand request, the email cannot be accessed. Why is this please?
  2. As a follow on from the request below which has now been implemented, can the timeline update be extended to include the text of all the email addresses on the To: recipients. At the moment it does not show any details from the To: part of the email and you have to open the linked email to view this information. Having the information as part of the timeline, makes it easier for the analyst to pick up and add additional connections. Cheers Martyn
  3. Can the time spent entered on Request List actions be included in the header information displayed on the timeline entry that is inserted into the request activity stream, so that is possible to see the time spent on each post without the need to open the timesheet dialog in the right-hand side. This would allow the timespent information to be viewable when printing the request. This information was visible on the Call Diary view in Support Works, so it would be good to implement this functionality in Service Manager. Mock-up This could be configured as system setting or at service level, so it can be turned on or off, depending individual preferences for the instance. Cheers Martyn
  4. Can the 'Apply to Request' action from Shared Mailbox, be updated so when the email is attached to the timeline in the Service Manager request, the update includes any CC: recipients, so it is consistent with the way emails sent from Service Manager are displayed in the timeline. This will help analyst identify any new connections which need to be added as well as save time as they will not have to use the 'View Email' option to see this information. I thought this had been logged before but was not able to locate this via the forum search. Cheers Martyn
  5. Can Assets be enhanced to have the same audit trail and timeline facilities as other objects in the system, so that there is a history of their use, changes etc. Cheers Martyn
  6. When sending an email from the request view 'Email' action the subject line is not included in the related timeline post. Can the subject line content be included in the post as well? Cheers Martyn
  7. We are experiencing an issue with viewing emails that is confusing me and I have no idea why this is happening. We have some requests that have multiple emails that have been sent from a request but some of them do not allow you to view then email messages and we are wondering if others are seeing the same issue? The settings don't seem to make too much difference as I have super user on my account and get the same issue. Example of no email viewing choice: But a later email that has been sent, the 'View Email' option is there:
  8. I have had a scan of the forum and cant find this issue talked about elsewhere. I am sure its a problem with my understanding, but i would appreciate any assistance in making sense of the resolve time and total time on hold calculations. My circumstance is that i have run an export to CSV of a selection of tickets as i am particularly keen to see how my team are using the "hold" function, an example is below: I have calculated the "calendar days open" and the "working days open" myself. We work on a 10 hour day, so have converted the resolve time and TTOH on that basis. The trouble is, that i cant make it tie up with the number of days the ticket was open. I must be missing something in my understanding as i would expect the RT and TTOH to add up to the "working days open" total, but the numbers are either not calculated in the manner i am expecting, or there is another factor that is not included in my calculations. Any assistance would be greatly appreciated.
  9. Is it possible to add attachments via the BPM onto the timeline? As this then allows you to open the attachment in the browser window rather than having to download it and then open it as this is long winded and means we have analysts downloading files multiple times and potentially storing senstive screenshots etc of things that shouldn't be kept on their local devices.
  10. Since the updated look and feel for timelines (which we like) it now shows grey people icons next to the updates, before it had their analyst/customer initials if the people didn't have a photo in the system. We are finding it difficult to work out who did what update etc in the timeline, is there a way to get the initials to return if there is no photo?
  11. Can I raise a enhancement to be able to configure within the 'Human Task' node the visibility of the timeline entry made and also even if a timeline entry is created at all. This could go under the current Task Options section. Given that all Human Tasks will be listed under activities (active or completed) on the right hand panel, there are occasions when there is no need to insert a nominal timeline entry just to reflect the completed activity details, as often this will go on to undertake other operations in your BPM and in essence creates a duplicate post on the timeline which means it is not very clean and become bloated. Cheers Martyn
  12. Hi Has there been an update to Service Manager at all overnight? Request timelines now appear more spaced out, with the like/reply buttons larger and the comment box is bigger. Thanks Lauren
  13. One of our teams who we are looking to migrate over from 'Desk', have asked if there can be an option to colour code the whole timeline post based on its visibility, so it is clearer which are visible to the customer and which are internal, rather than just the colour of the visibility value. Example below from 'Desk' where white posts are customer visible and the yellow background ones are internal. Cheers Martyn
  14. I have configured a workflow which basically automatically logs and close a ticket if the customer has 'self helped' themselves in the customer portal. I have noticed that the resolution text which i have added in the BPM node is not updating the ticket timeline: Here is my BPM: This is the node which should update the ticket: but when it resolves the ticket, the pre-defined text does not appear in either the ticket or SS portal what am i doing wrong here?
  15. Hi, Can someone look into this please and see if I have unearthed a bug... We have a 'Human Task' in our Incident BPM called "Investigation and Resolve". When looking at the timeline in the Incident, the outcome answers are being logged twice in the timeline update. Here is the config behind the outcome called 'Completed' Example of timeline entry When I clicked on the blue 'Investigation and Resolve' link in the timeline entry, this is what I got. Any ideas please folks...??? This is happening every time this outcome is chosen in the "Investigation and Resolve" task/activity. Thanks Steve.
  16. Like the option to change the visibility of time line update when it has been set incorrectly, there should also be the option change the language of a timeline entry if it has not been set properly, so that the translate option can be triggered. Cheers Martyn
  17. When a BPM goes through the nodes it seems to perform the actions as the customer (initially) or analyst (as soon as it gets an owner) dependant on who 'logged or owned' the requests see below: These actions should be performed by the System BPM not a person surely.....
  18. We'd like to request an enhancement to the visibility of the email updates from customers on the timeline. Currently the visibility shows 'email update' and customer name. It's not visually clear when a customer adds a cc'd email address. If there are no screenshots/attachments it's not necessary for our team to view the email. However, it's wasteful to check each email update in anticipation that another person was cc'd/included. We'd like the timeline to have a clear visual when others are added, to ensure we reply to all appropriate customers. In the screenshot below the customer, Bailey, added 4 people to the email. It's not easy to identify this with the current visibility:
  19. Is there a way to access comments that appear in the timeline for a request? I ask because I am trying to create a report that will show the last entry that was made in the timeline for a request. I have had a good look but I can't find a table that would contain these comments. Thanks
  20. Hi Currently, when a connection is added (either as Impacted or Interested), the request timeline is stamped with an entry per connection. Is there a way to turn this off? Some of our requests have a large number of connections, therefore we find this can clog up the timeline. I know that this can be achieved by filtering the timeline, but as we have a large number of Service Manager users I wondered if there was a global setting that I could amend. Thanks Lauren
  21. Whilst work continues on the provision of a full text search facility for Service Manager timeline entries, is it also worth considering a second parallel search facility by implementing the use of 'tags' within in timeline updates, by perhaps extending the Wiki Markup to allow you to mark certain words, error messages as tags. The tags could then be held in a linked table to the request itself, which would be easier to search by than the whole timeline? You could also allow the manual entry of tags against the request, like you can do in Document Manager. You could subsequently then look at adding in 'intelligence' (i.e. pattern matching) to automatically add certain phrases or wording if they occur in a timeline update as a tag, i.e. if it find a match for 'ORA-?????' add it as tag. You could also then use the tags to provide links to possible related requests in the solution tab, based on occurrences of the tags in the current requests summary or description. Cheers Martyn
  22. We are in the process of enabling visibility of Change Requests on the customer portal (see post link at the bottom), which will mean our existing change requests which where created before catalog options for changes where in place will be view-able to the customer. Therefore before making this change I want to review all customer view-able comments on the timeline of the effected requests. I can see from other posts on the forum about reporting on the activities, which I have based my initial query on, but there appears to be a missing table relationship between the itsm_requests and the h_buz_comments. select h_pk_reference,h_buz_comments.h_comment,h_buz_comments.h_visibility from h_itsm_requests RIGHT JOIN h_buz_comments ON h_itsm_requests.h_activity_stream_id = h_buz_comments.h_activity_id where h_pk_reference='IDXCR00076979' I can link h_itsm_requests to h_buz_activity_streams using the h_activity_stream_id, but do not seem how that would then let me link to the timeline comments in h_buz_comments. Therefore I must be missing one or more tables relationships which tie the timeline comments to the the request. Can you advise on what I am missing? Cheers Martyn
  23. When selecting the 3 dots on an update in a request there are a lot of options that are available, can one be added to email that update to the customer? For example, we update jobs with emails and updates which we would like to ability to forward these within an email template to others etc, but for this to be recorded in the request.
  24. Does anyone know where the resolution details are held and how to get at this information? We would like to put the resolution details in the timeline as there own update, but cannot find where to extract this information from. We have tried 'Get Request Details' and adding the resolution to a timeline update but this returns blank (see below) even when there are resolution details entered.
  25. in the example below the autoresponder has correctly processed with an email rule routing and the email has been added to the request, but it is visible only for the team, how can i change this default behaviour to customer instead I was trying with the settings "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility" but I don't think is the right one
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