Adam Toms Posted December 30, 2021 Share Posted December 30, 2021 Hi All, We've recently dipped our toe into enterprise service management, by opening up Hornbill to more than just our IT team. We've now got our Facilities team using Hornbill for their Incidents and Requests and this is working very well. There is a genuine need for them to have stored contacts that wouldn't need access to the portal, but there are some external customers that they may need to email. I've studied the wiki page on contacts: Contacts - Hornbill These contacts would only be relevant for our Facilities team and our IT department wouldn't require access. I can see the ability to mark these contacts as private. But i believe this only makes the contact visible to an individual. But all members of the Facilities team would need to be able to see these contacts. Is there a way of locking these contacts down by support queue? If not I think it would be a great enhancement for us and I'm sure other customers wishing to use this feature. Kind Regards Adam 2 Link to comment Share on other sites More sharing options...
samwoo Posted December 30, 2021 Share Posted December 30, 2021 I dont think this is possible, but it's a good idea, so will upvote +1 1 Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted December 30, 2021 Share Posted December 30, 2021 +1 from us here too - we are onboarding other corporate areas so need to separate data like this 1 Link to comment Share on other sites More sharing options...
HGrigsby Posted June 21, 2022 Share Posted June 21, 2022 +1 from me to it is exactly what I am trying to do. We have external emails coming into a mailbox that we would like to make contacts to log a ticket and email back, but want to keep them separate from our other contacts. Helen Link to comment Share on other sites More sharing options...
samwoo Posted June 22, 2022 Share Posted June 22, 2022 We have contacts within IT and the other team (Adults and Childrens) has contacts, and there is no way to keep them separate so this would be a great idea. Hopefully someone from Hornbill will see this request. 1 Link to comment Share on other sites More sharing options...
Adam Toms Posted July 15, 2022 Author Share Posted July 15, 2022 Just wondered if there had been any more news on this one from Hornbill? Many Thanks. Link to comment Share on other sites More sharing options...
HGrigsby Posted January 10, 2023 Share Posted January 10, 2023 +1 to hopefully give this a nudge Also wondered if possible to show the created date as an available column in the contacts view? 1 Link to comment Share on other sites More sharing options...
Adam Toms Posted January 10, 2023 Author Share Posted January 10, 2023 We've actually onboarded another area since this post, and we're in advanced talks with another. So it would be great if Hornbill could take a look at this. We've used the domains functionality and this works very well for separating the tickets and services from a service portfolio and reporting perspective. I think If we could split contacts by domains that would give the level of separation the majority of us are looking for and make it very easy to separate and manage as that functionality is already there in other areas of Service Manager. Link to comment Share on other sites More sharing options...
Adam Toms Posted February 28, 2023 Author Share Posted February 28, 2023 Hi all, Permission to bump. Can I please get an update regarding this one? I really would like to start being able to use contacts and being able to lock down by service domain, with us looking to on board more areas of the business, this is becoming more and more vital for us to get in with each passing day. Many Thanks Adam 1 Link to comment Share on other sites More sharing options...
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