Portal Search BUG & Design Request

[Adambingley]

Hi All, 

I have spent some time configuring the layout of the new employee portal, mainly to try and make this look as close as possible to the original on "https://service.hornbill.com/." and encountered a few issues.

Possible Bug) Screenshot attached "newportal.png" shows that there's clearly a ticket for request CH00003511, however, when using the search feature it states no results found.
This works fine on the old portal see screenshot "oldportal.png" so guessing this is just a bug, possibly relating to searching for change requests or a setting maybe?

Layout Requests)

1) See "newportalrequestlist.PNG" is there any possible way to increase widgets height, specifically the request widget or at least add a scroll bar rather than paginated results?
2) On requests widget, can we toggle how much details is shown or change the layout within so we get 1 line per request which would hopefully make it 'thinner' and fit more on screen rather than two which take up half the screen.
3) Add the ability to sort requests like the old portal, see screenshot "oldportal sorting.PNG"
4) Add ability to design the layout when clicked through to a service, currently this seems to look like the "default" theme.

How long is the old portal going to be active so we can plan the transition, and once removed, will the old link redirect to the new portal?

Thanks in advance.

Adam

[Guest Ehsan]

Hi @Adambingley,

Thank you for your post. I will aim to answer your questions below.

 

On 5/15/2020 at 2:04 PM, Adambingley said:

Possible Bug) Screenshot attached "newportal.png" shows that there's clearly a ticket for request CH00003511, however, when using the search feature it states no results found.
This works fine on the old portal see screenshot "oldportal.png" so guessing this is just a bug, possibly relating to searching for change requests or a setting maybe?

Thank you for bringing this to our attention. I can see that there's an issue with the Search facility. We'll look into this.

 

On 5/15/2020 at 2:04 PM, Adambingley said:

How long is the old portal going to be active so we can plan the transition, and once removed, will the old link redirect to the new portal?

We have not confirmed a date but we've already catered for the migration path to automatically redirect Service Portal links to the new Employee Portal. Whenever you're ready to switch, you can enable the automatic redirects via the Admin Tool (https://admin.hornbill.com/[Instance Id]), click on System tile > Manage Portals tile > Advanced Settings tile.

• Enable "guest.anonymous.portal.redirectServicePortalToEmployeePortal" setting.
• Set "guest.anonymous.portal.redirectServicePortalTarget" setting to "Employee Portal".

 

On 5/15/2020 at 2:04 PM, Adambingley said:

1) See "newportalrequestlist.PNG" is there any possible way to increase widgets height, specifically the request widget or at least add a scroll bar rather than paginated results?
2) On requests widget, can we toggle how much details is shown or change the layout within so we get 1 line per request which would hopefully make it 'thinner' and fit more on screen rather than two which take up half the screen.
3) Add the ability to sort requests like the old portal, see screenshot "oldportal sorting.PNG"

The concept of widgets is new in the Employee Portal. In the Service Portal world, the Requests list is not drag-able  and certainly not configurable. The Requests widget in the Employee Portal however is adjustable in size and position and there are some configuration options (Such as filtering by Service Domain) available. I will discuss your feedback with the team.

 

On 5/15/2020 at 2:04 PM, Adambingley said:

4) Add ability to design the layout when clicked through to a service, currently this seems to look like the "default" theme.

I'm not entirely sure what you may be referring to here - Could you please elaborate on this and if possible, provide us with a screenshot?

[Guest Ehsan]

@Adambingley,

Having discussed your feedback on the Requests widget with the team internally, it's worth bearing in mind that the widgets in the Employee portal are targeted for end users, a place to get a quick overview of your open Requests as an end user or manager. Ordering the results by column or choosing the columns that are presented to you is very much in the interest of an agent who should use the Power view (Requests list menu in Home > Service Manager tile), hence we moved away from a clunky list view. End users wouldn't have pages and pages of Requests and while 10 may not prove to be enough at large, the pagination solution is most suitable. In the near future and once when the Employee Portal evolves more in functionality, we can provide a new slimmer Requests widget so you can choose which you would prefer.

Thanks,

Ehsan

[Adambingley]

22 hours ago, Ehsan said:

Hi @Adambingley,

Thank you for your post. I will aim to answer your questions below.

 

Thank you for bringing this to our attention. I can see that there's an issue with the Search facility. We'll look into this.

 

We have not confirmed a date but we've already catered for the migration path to automatically redirect Service Portal links to the new Employee Portal. Whenever you're ready to switch, you can enable the automatic redirects via the Admin Tool (https://admin.hornbill.com/[Instance Id]), click on System tile > Manage Portals tile > Advanced Settings tile.

• Enable "guest.anonymous.portal.redirectServicePortalToEmployeePortal" setting.
• Set "guest.anonymous.portal.redirectServicePortalTarget" setting to "Employee Portal".

 

The concept of widgets is new in the Employee Portal. In the Service Portal world, the Requests list is not drag-able  and certainly not configurable. The Requests widget in the Employee Portal however is adjustable in size and position and there are some configuration options (Such as filtering by Service Domain) available. I will discuss your feedback with the team.

 

I'm not entirely sure what you may be referring to here - Could you please elaborate on this and if possible, provide us with a screenshot?

 

Thanks for the responses, much appreciated, would be interested to know roughly how long until the "slimmer" request list will be available.

With regards to the screenshot request, the below shows the page, if you click a service (circled service shown below), you go to a second page, shown by the further screenshot.

This second page which looks like its used for customers to place requests doesn't look like its editable, as you can see the Icons are in the default style rather than how we changed our service icons etc.

Will this page become editable ?

 

 

 

Th

[Daniel Dekel]

Hi @Adambingley,

Regarding the edit options for the Service View, what would you expect to edit if we added such option?

What service icons did you change?

Regards,

Daniel.

[TSheward_SGW]

20 hours ago, Daniel Dekel said:

Hi @Adambingley,

Regarding the edit options for the Service View, what would you expect to edit if we added such option?

What service icons did you change?

Regards,

Daniel.

Personally I'd like the ability to hide and also edit the details pane as opposed to just pulling the service description. 

Regards,
Tom

[Tina.Lapere]

We too would like to be able to hide some of the options on the left - or maybe all of them as some of our services only have one catalogue item so these are unnecessary.  This is just one we setup to show others in ICT.

 

We'd also like to be able to change how the catalogue item is displayed (on the right), change the icon size, heading size, and how the text below appears.

This is the existing portal - headings are clear and you can see the difference between the heading and description clearly:

However this is how it appears in the Employee portal.  Just looks boring in relation to the existing one.  There is not much difference between the headings and the descriptions (colour, text). Icons are smaller.  It just feels a little squashed onto the page.  Also can we have the ability to put boxes around them if we want to?  This was actually one of the things the customers like about the existing portal as you can clearly see they are different. 

We have only just started looking at the design side of the new portal so we may be able to change the colours - just haven't got that far at the moment.

Thanks

Tina

 

[Daniel Dekel]

Nice feedback, thank you @TSheward_SGW, @Tina.Lapere.

We already have a change for customising the Service view so I'll add these ideas to it.

Regards,

Daniel.

[Adambingley]

On 5/19/2020 at 1:58 PM, Daniel Dekel said:

Hi @Adambingley,

Regarding the edit options for the Service View, what would you expect to edit if we added such option?

What service icons did you change?

Regards,

Daniel.

See Tina.Lapere post above, this pretty much hits the nail on the head.

[Tina.Lapere]

Any update on this? 

Thanks

Tina

[Daniel Dekel]

Hi @Tina.Lapere,

As you could see from our last build, we've released improvements to the overall style of Hornbill. We are going to focus now on the Employee Portal. I believe that many of the issues will be fixed but perhaps not necessarily with the same solutions. 

Regards,

Daniel.