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  1. When applying an email to a request, the date and time stamp information is not included in the header information added to the timeline entry. The timeline entry will just show the date and time the email was added to the request, which is fine, but in order to view the email delivery date/time stamp you have to open the request. Can we request the date/time stamp information show in the shared mailbox is embedded in the time line text. This could be a configurable setting to allow this to be turned on or off on a per instance basis. Cheers Martyn
  2. So today we have a request that we can email from but the email says that it 'fails to send' but then does eventually and there is nothing entered into the timeline and so we are getting very confused. Has anyone seen this before?
  3. We have lots of tasks in the system that we don't want the customer to see in the portal by default an example is below: How do we change this to be visible to 'Team' only as there are no settings per task in the BPM, is this the correct setting to change (below)?
  4. 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?
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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:
  11. 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
  12. 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.
  13. 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?
  14. 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 i
  15. 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
  16. 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
  17. 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?
  18. 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 "
  19. 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
  20. 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.....
  21. 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, a
  22. 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
  23. 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
  24. 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
  25. 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 t
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