Contacts not in hornbill

[gwynne]

Hello,

We sometimes get adhoc emails from customers dealing with other teams in the organisation,

What I was wondering is

1. Is there any way of logging a ticket to a person who is not in hornbill also not a contact?

2. Development area - If you put a place an email in the customer search and select next it gives you the option to create a contact with the details

regards

Gareth

[AlexTumber]

Hi Gareth,

We have the following change request scheduled to be completed in the next 90 day development window:

As a Support Person I want to add a new contact in progressive capture (CH00136899)

Regards,

Alex

[Tina.Lapere]

Hi, Yes we would be interested in this as we have Suppliers requesting access to connect to our system and some of them may not already be contacts. Would be much easier to add them as a contact as part of the request logging then having to add them separately.

Thanks

Tina

[sprasad]

@alextumber May I please have an update on this change request, as I note you mentioned in April about a 90 day Dev Window?  This feature will be very useful for my team as the Old SupportWorks system had a button to "Create New Contact", where the contact did not exist.  This was really effective and saved us going backwards & forwards to create new contact - which it is currently.

[Tina.Lapere]

I too would like an update on this please.

Thanks

Tina

[AlexTumber]

Hi @sprasad

 

I've looked at the change request and have seen that it has fallen down the priority order due to additional requirements being added.

For your own use case, are you looking to add just new contacts (external users to your business) or are you looking to add full/basic users (internal users) to your system on the fly as well at the point of raising a new request?

 

Alex

 

[sprasad]

On 19/09/2016 at 9:43 AM, alextumber said:

Hi @sprasad

 

I've looked at the change request and have seen that it has fallen down the priority order due to additional requirements being added.

For your own use case, are you looking to add just new contacts (external users to your business) or are you looking to add full/basic users (internal users) to your system on the fly as well at the point of raising a new request?

 

Alex

 

 

On 19/09/2016 at 9:43 AM, alextumber said:

 

 

 

[sprasad]

Hi @alextumber It is the former, so external users where the Organisation already exist but the new person does not exist.  Internal staff are all automatically added via Active Directory so this is not an issue.  Thanks.

 

[James Ainsworth]

Hi @sprasad and @Tina.Lapere

Thanks for your posts.  A change that provides the ability for adding contacts as part of a progressive capture script has been accepted and is currently in its planning stage.  We do see how this is important for our customers that provide support to people that are external to their business.  Once planning and a technical assessment has been completed this will move forward into our 90 day delivery window.  We will keep you posted on the progress.  

Regards,

James

[Tina.Lapere]

@James Ainsworth - Is there any update on this feature as my colleagues are finding this a real bug bear.

Thanks

Tina

[James Ainsworth]

Hi Tina,

This change is still on our radar but unfortunately is has not reached development yet.  I see the value in this feature and understand how this can be a 'bug bear' as you mention.  I will review the status of the change and get back this post once I have an update.

Regards,

James

[Tina.Lapere]

@James Ainsworth, Thanks for the update but I'm really rather disappointed to see that this still hasn't reached the development stage given we were told that this was on a 90 day schedule last April.  For a feature that you see the value in, a year is a very long time to have to wait :-(

[James Ainsworth]

Hi Tina,

Looking back up this topic I see that it was suggested that it was in the 90 day window.  I will follow up and see what has happened and post back.

Regards,

James

[Tina.Lapere]

@James Ainsworth, have you had a chance to look into this yet?

Tina

[James Ainsworth]

Hi Tina, 

I have and I'm just trying to see when we can get this scheduled back in and I was hoping to have an estimated time before posting back.  I will let you know once it is scheduled.

Regards,

James 

[Tina.Lapere]

@James Ainsworth, Great thank you.

[Tina.Lapere]

@James Ainsworth Have you got a scheduled date as yet?

 

[James Ainsworth]

Hi Tina,

This change has been defined and ready for development.  We are just waiting for it to be scheduled in to start work.  Getting very close now.

Regards, 

James

[James Ainsworth]

Hi @Tina.Lapere

I just wanted to let you know that a feature to allow you to add a contact from within Progressive Capture is now under development.  I will keep you posted on the progress.  Provided there are no issues through development and testing, we should see this being available in a few weeks time.

Regards,

James

[James Ainsworth]

The development work is now complete and this feature is being prepared for the next Service Manager update.  Keep an eye open for the release notes.

Regards,

James

[Steven Boardman]

The ability to add a new Contact (external) is now available in the latest Service Manager update.

You can enable the New Contact option on the Customer Search Progressive Capture form through the following system setting in the admin console:

Home > Hornbill Service Manager > Application Settings

app.itsm.progressiveCapture.customerSearch.allowAddContact

Steve