Frank Reay Posted January 4, 2023 Share Posted January 4, 2023 We have a number of scenarios where we know that we need to raise a Request at some specified future date eg 1 month prior to an SSL Expiry date. Ideally we would like to raise these Requests at a one-off future date or on a regular basis eg annual, quarterly etc. I should say that we do not want to use Activities - we want them raised as formal Requests. This is not currently possible within Hornbill. So we have looked at options to use a 3rd party tool to hold and trigger the raising of the requests. This is clearly possible but is not straightforward eg the trigger system needs to be sure the Request was raised and ideally have the Request number, status etc. It feels that if this functionality could be within Hornbill then it would be so much easier to manage, view and report. Any support for this suggestion from other customers would be appreciated. Or let me know if you have found an alternative and effective way of achieving it! 1 Link to comment Share on other sites More sharing options...
JanS2000 Posted January 6, 2023 Share Posted January 6, 2023 I'm interested in a variation of this, for support teams and/or contractors to carry out preventative maintenance routines on a yearly basis. It would be good to have some way to raise these automatically on specific dates each year (or every 3/6/12 months depending on the requirements), without having to log them all separately from scratch each time. Link to comment Share on other sites More sharing options...
QEHNick Posted January 6, 2023 Share Posted January 6, 2023 This also gets a +1 from me. This is a function which was possible in the old SupportWorks system, but sadly missing in Service manager. Link to comment Share on other sites More sharing options...
Berto2002 Posted January 10, 2023 Share Posted January 10, 2023 Have you seen this? API Scheduler - Hornbill Link to comment Share on other sites More sharing options...
Frank Reay Posted January 10, 2023 Author Share Posted January 10, 2023 12 minutes ago, Berto2002 said: Have you seen this? API Scheduler - Hornbill Thanks and yes we did. However it is all 'under the bonnet' and doesn't really achieve what we want from a user perspective ie we couldn't easily see what has been set up, what is due etc. Link to comment Share on other sites More sharing options...
HGrigsby Posted January 12, 2023 Share Posted January 12, 2023 +1 from me Have the API scheduling some tickets for health checks but would like an easier way of setting up and amending them Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted May 5, 2023 Share Posted May 5, 2023 +1 from me - can see some uses for this Link to comment Share on other sites More sharing options...
AlexTumber Posted August 17, 2023 Share Posted August 17, 2023 Good Morning All, I have some updates for you regarding scheduled requests. We have added this functionality to Service Manager and it was due to be released with an update this week but was pulled due to issues found at the last minute with testing. It is currently scheduled to be released with a Service Manager update w/c 28/08/23. As you will see with the screenshots, the new functionality is loosely based on email routing rule templates. We have plans to add features to both areas in the coming weeks as they share a lot of common functionality. Any requests that are raised from a scheduled request template will have a source of 'Scheduled' so you'll be able to track all the requests raised from each scheduled request. Alex 4 Link to comment Share on other sites More sharing options...
AlexTumber Posted August 17, 2023 Share Posted August 17, 2023 Some screenshots: 5 1 Link to comment Share on other sites More sharing options...
Frank Reay Posted August 18, 2023 Author Share Posted August 18, 2023 This looks hopeful and we think would satisfy our use cases. Having the Catalog item is very useful. It is in the Admin console but I can understand why access to this may need to be controlled. It feels like the one thing that is missing is a Calendar View? 1 Link to comment Share on other sites More sharing options...
AlexTumber Posted August 18, 2023 Share Posted August 18, 2023 @Frank Reay thanks for your suggestion. At the moment we just have a table list of scheduled request templates but I'm guessing you're looking for an over arching calendar view of all scheduled requests? As I said in my post, there are additions and enhancements that we have planned for scheduled requests and email routing rule templates over the coming weeks so there is no reason why we can't look at the addition of some sort of calendar view. Alex 2 Link to comment Share on other sites More sharing options...
Frank Reay Posted August 18, 2023 Author Share Posted August 18, 2023 @AlexTumber Yes you are correct and it would be a useful enhancement. 1 Link to comment Share on other sites More sharing options...
samwoo Posted August 18, 2023 Share Posted August 18, 2023 Looks good and +1 to the Calendar view as well 1 Link to comment Share on other sites More sharing options...
billster Posted August 24, 2023 Share Posted August 24, 2023 Thanks Alex, we need this feature! +1 calendar view 1 Link to comment Share on other sites More sharing options...
Nikolaj Posted August 28, 2023 Share Posted August 28, 2023 Hello All, We also looking for that feature. Is it possible now? What is the update? Thanks and best regards Nikolaj Link to comment Share on other sites More sharing options...
billster Posted August 29, 2023 Share Posted August 29, 2023 22 hours ago, Nikolaj said: Hello All, We also looking for that feature. Is it possible now? What is the update? Thanks and best regards Nikolaj Yesterday, 28th/08/2023 was a bank holiday in England, so perhaps it is delayed until later Link to comment Share on other sites More sharing options...
HGrigsby Posted August 29, 2023 Share Posted August 29, 2023 + 1 for the calendar view - and the easier scheduling of requests Helen Link to comment Share on other sites More sharing options...
Will J Douglas Posted August 31, 2023 Share Posted August 31, 2023 Looks good. +1 for the calendar view. Link to comment Share on other sites More sharing options...
Geoff Soper Posted August 31, 2023 Share Posted August 31, 2023 Any update on when this is live please? +1 for the calendar view Link to comment Share on other sites More sharing options...
billster Posted September 14, 2023 Share Posted September 14, 2023 any updates? Link to comment Share on other sites More sharing options...
AlexTumber Posted September 14, 2023 Share Posted September 14, 2023 Hi Everyone, Unfortunately we've had to postpone the release of this feature due to yet more issues found in testing, and in part to other issues which have delayed the next Service Manager build by 2 weeks now. As it currently stands, the next Service Manager update will be early next week, to be followed the week after by an update that will contain scheduled requests. I will post back here as and when there is any new information. Alex 7 Link to comment Share on other sites More sharing options...
Kevin Upshaw Posted October 10, 2023 Share Posted October 10, 2023 Hi Alex / Hornbill - is there any update on this? We can see Service Manager 2949 released this morning, but no scheduled requests feature? Thanks, Kevin 2 Link to comment Share on other sites More sharing options...
AlexTumber Posted October 11, 2023 Share Posted October 11, 2023 Hi @Kevin Upshaw, Forgive the pun but scheduled requests are now scheduled to go out with next week's service manager update. We had an issue with 2949 and in particular the new custom fields in testing which pushed us back a couple more weeks. I know everyone is keen to get their hands on this feature asap and I'd like to thank everyone for their patience. Alex 2 1 2 Link to comment Share on other sites More sharing options...
Steve Giller Posted October 12, 2023 Share Posted October 12, 2023 1 1 Link to comment Share on other sites More sharing options...
billster Posted October 12, 2023 Share Posted October 12, 2023 Link to comment Share on other sites More sharing options...
Recommended Posts
Create an account or sign in to comment
You need to be a member in order to leave a comment
Create an account
Sign up for a new account in our community. It's easy!
Register a new accountSign in
Already have an account? Sign in here.
Sign In Now