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Found 42 results

  1. 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
  2. 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?
  3. 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
  4. 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
  5. 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
  6. 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
  7. 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?
  8. 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.
  9. 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
  10. 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.....
  11. 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:
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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.
  17. 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.
  18. 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
  19. Thought the ability to do a global timeline search has been a great step forward, it would be useful to be able to search/filter for a term within the current request. We do have some long running requests, which have extensive timelines on them. I know you can filter by type of timeline post, but even then the number of posts can be excessive and also they will not all be expanded. Having the ability filter/search the timeline of the current request would really be useful and a lot less resource than having to use the Global search when you already know the request reference and just want to locate specific posts in the current request. At the moment I have using the Print option to generate the whole timeline in the browser and then using the find option. Cheers Martyn
  20. At the moment when you set up a SLA Escalation action such as send a reminder, only basic generic information is inserted into the timeline. It would be use to to include The Timer used , i.e. Response or Resolution. The target time value used, i.e. 2 hours before etc The escalation text used/ Board & List /Person Assigned The link to the email sent (when the Send Reminder action is used) At the moment these default to 'Team' visibility, which is fine for us at this time, but I can see where form some SLA/Customers you may want this to be 'Customer', so it would be good to have the option to set visibility of the timeline update on each individual escalation event. Cheers Martyn
  21. Hi, me again, As I mentioned a few times before, I use automation when an email is received to update the request it is related too. When this happens, only the text is copied to the timeline. We lose all formatting, tables and screenshots. This forces our analysts to go back to the original email, which is an issue as not all analysts have access to the mailboxes. Would it be possible to improve this feature and keep the formatting of the email in the timeline post? I do understand how complicated this can be, but you guys are good I am sure you can figure something out. Thanks for any feedback!
  22. When you print a request details in Service Manager with the timeline details included, the contents of a comment made on a timeline post are not included, only the name of the person who created the comment. Can this be included please. Cheers Martyn
  23. When reviewing an request or printing, it would be useful to have the time spent (if record/greater than zero) displayed on the timeline entry on the bottom line where it displays the visibility of the timeline entry. Cheers Martyn
  24. At the moment when an email is added to a request a timeline entry is created formatted with a the from address and then the text from the email. It would be really useful form the header part of this format to include the 'to' filed, i.e. the recipient value, either all the time or only if it the mailbox email address is not on the recipient list. This will make it easier to see if the email was just copied into the service desk, rather than addressed to them. At the moment you have to guess from the message body itself or have to open the linked email (if not already deleted). Cheers Martyn
  25. If a coworker/customer wished to print or view the full details of a request from the portal, they must first of all click on 'Show More' on any of the timeline entries in order for the full timeline content to be visible. Would it be possible to have the option to Expand/Show all? Cheers Martyn
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