enhancement External Authorisation using to confirm Resolution - Customisation of logo

[Martyn Houghton]

Due to the issues with issues with the Pause SLA Timer/Resolved Status and the automated processes triggered by the Portal Is still an issue with Green/Red buttons, we are looking at potentially using the 'External Authorisation' option to send the action to the request owner to confirm resolution and that we will be able to control the SLA Timer updates from within the Workflow.

Is it possible for the Logo on the External Authorisation email and action page to inherit the logo settings from the Portal customisation? Fine with the Powered by Hornbill elements, it is just sending the External Authorisation request to someone who will not know what Hornbill is with the Hornbill login will cause confusion.

Cheers

Martyn
 

[Steve Giller]

4 minutes ago, Martyn Houghton said:

Is it possible for the Logo on the External Authorisation email and action page to inherit the logo settings from the Portal customisation?

No, this is not currently possible, and I am not aware of any plans to allow this on External Authorisations.
Full Authorisations use an email template that can be fully customised, but by design this is not available for External Authorisations.

[Berto2002]

I think we raised this last year. I think it should be addressed. The Ext Auth was a wonderful innovation when it came in but this is a very high profile need for improvement.

If we want to use this feature, Hornbill requires us to accept that the emails (and landing pages) we send to our external contacts (which include customers and suppliers) are branded as "Hornbill".

It's like you as an individual receiving emails from Amazon that are branded as "Salesforce" or Hubspot". You'd wonder why they do it and why they don't "just change the logo".

It confuses recipients and, achieves two negative aims: 1) it trains people to accept brand hijacking (we have to tell them "oh, just ignore the branding, that is from us") and as a result 2) it's a very publicly visible configuration limitation of the Hornbill product which is not great for Hornbill brand image.

The other major limitation of Ext Auth is that you need BPM Manager permissions to go into the Workflow to over-ride it if you need to move the workflow on before the expiry (many cases this is necessary); there should be way to over-ride this in the Request UI in my opinion so I don't have to give Service Desk back-end access.

[Martyn Houghton]

1 hour ago, Berto2002 said:

The other major limitation of Ext Auth is that you need BPM Manager permissions to go into the Workflow to over-ride it if you need to move the workflow on before the expiry (many cases this is necessary); there should be way to over-ride this in the Request UI in my opinion so I don't have to give Service Desk back-end access.

+++1 for @Berto2002 regarding the ability to expire/override the external authorisation suspension.