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    Gerry

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    Ehsan

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    Victor

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    Bob Dickinson

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Popular Content

Showing most liked content since 04/28/2017 in all areas

  1. 4 likes
    Hi David, We are currently looking at a session for customers where we will be announcing some interesting and possibly exciting new stuff relating to Hornbill Service Manager and the Hornbill Platform. We are still bottoming out the content but it will not be in the format of our HUG meetings, more of an education day with some real-world live examples. Such a day is long overdue and I am keen to gauge interest and suggested topics, your post is a good starting point for that conversation. So everyone, please weigh in and let us know what content you would like to see featured. Gerry P.S. Good to see you guys have made the switch, welcome and thank you.
  2. 3 likes
    Today is my last day at Hampshire Fire and Rescue so no more stupid questions from me. I'm leaving HFRS in a much better state than when I joined thanks to all of the help and assistance from Hornbill staff. Often you didn't even know you were helping but your clear and full help and advice to all users where often a godsend when I was struggling. I'd also like to thank the community as well. Your willingness to offer advice and tips has been much appreciated. I wish you all well in your eternal struggle against recalcitrant systems and obstinate users. Regards Doug
  3. 2 likes
    All, We have now finalised the agenda for Hornbill Insights 2017 which is being held on the 28th June. Despite the title of this forum thread this is not a replacement or re-invention of the HUG, we have yet to organise the next HUG, this is still on our agenda and list of things to do. We are into our third year of live customers on Service Manager and I am pleased to say that customer acquisition means we have a lot of customer now using this, so its high time we had a formal session to talk about where we are and what we are doing moving forwards. So although this is aimed at HSM users, there are still quite a considerable number of Supportworks customers keen to migrate to Service Manager at some point in the future so the invitation to attend is being extended to them also. This day is focused primarily on education and our thoughts and vision for Hornbill so if you want to find out how you can get even more value out of what you already have this is a must attend event. Spaces are limited though so please get in quick if you want to attend, the facility we have reserved has limited capacity - when its full - its full. If we are over subscribed we will do our very best to prioritise fairly. Your personal invites wild be sent out over the course of today and tomorrow via email so please look out for it and register if you are planning to attend. PLEASE ONLY REGISTER IF YOU INTEND TO COME ON THE DAY, WE HAVE LIMITED SPACES AND EACH SPACE COSTS REAL MONEY WHICH WE DO NOT CHARGE FOR, IF YOU DON'T ATTEND SOMEONE ELSE WILL MISS OUT AND WE WILL STIL HAVE TO PAY THE BILL! WE WILL KEEP A TRACK OF THIS AND WEIGHT YOUR FUTURE PRIORITY ACCORDINGLY https://www.hornbill.com/insights17-agenda/ Thanks Gerry
  4. 2 likes
  5. 2 likes
    Hi @chriscorcoran, Have you also changed your priorities as well? It might be useful to see your list of Priorities and the rules that you have set up for the new Service Levels. There is one thing that may help from looking at your screenshots though, In your new SLA process, you aren't actually defining when the timer should start. You still need a node to say "Start the Timer at this point" - even though the specific SLA/Service Level that is used is defined based on the Service/Rules, rather than in the Business Process itself. For example, in my screenshot, we are checking that a Priority has been set, then starting the Fix Timer - but the node doesn't define WHICH fix timer, thats what the Service Association and Rules now do. Kind Regards Bob
  6. 2 likes
    @Henrik Brattlie, Manag-E The date is still good, we are just finalising an agenda, I hope to be getting an official communication out early this week. Gerry
  7. 2 likes
    Hullo, I was wondering if there was movement on this topic? Is there any plan to develop rich text fields for Service Manager? So that any screen shots that are provided when logging the call are visible in the call description (rather than having to look at attachments). I'm looking at an authorisation process, and having images & text visible in the Summary and Description fields would be invaluable to streamlining and simplifying the flow of information. Cheers, Claire
  8. 2 likes
    @Joyce sorry for the delay. Took the liberty to create a test widget in your instance (Hornbill Test - Aged Incidents), hope this is all right... is this what you were looking for?
  9. 2 likes
    Hi @PSG, I am pleased to inform you that the work to enhance the content of the Timeline entry that is created on completion of an Activity is already under way. This work includes, providing the weighting of an authorisation Activity in the Timeline entry which is currently being investigated. The following is an example. It would be worth mentioning that the Timeline entry is created on behalf of the person who has completed an Activity. Please note in my screenshot that, the Timeline entry is posted on behalf of "Ehsan". Also, I thought it will be worth mentioning that you can complete an Activity on behalf of the person that an Activity is assigned to, while the option to provide delegates is not available. Details of this can be found in the following Wiki page: https://wiki.hornbill.com/index.php/Service_Manager_Experimental_Features This can be achieved through enabling the following Application Setting (Admin Tool > Hornbill Service Manager > Application Settings > Filter by "app.experimental.advancedRequestTaskCompleter". We will update this post as soon as I can confirm when the work around improving the content of the Timeline entry will be available. Thanks, Ehsan
  10. 2 likes
    Requirement: A "hybrid" of the preset forms and the custom forms Use Case: We have a Service for internal deliveries which we want to manage in SM - currently it appears the only way to achieve a pick-up site and drop-off site is custom forms, which means building and maintaining a simple list of sites to mirror the sites in SM. What we want to do it use the Site form and change the labels to say "Please select the site the package needs picking up from." and probably push that into a Custom Field, and a second Site form saying "Please select the site the package needs delivering to." Similarly we would want a Customer form, but pushed into a Custom Field for the recipient. This is similar to the ability to have an "On behalf of" Customer form as discussed in the linked thread, but with the ability to change where the result is stored.
  11. 2 likes
    Hi All, We have now fixed a date of the 28 June 2017 which will be held in London, DoubleTree Hotel. We are still finalising the itinerary so this is a firm but tentative date. Once we have done that we will be sending an official invite out via email, but I wanted to give you notice as early as possible to help your schedule. I know the title of the thread is Fancy a "HUG" but this day is different to a HUG. The focus will be on Service Manager and Collaboration as well as coverage of our high level development plans (note I am not calling it a "ROADMAP" ). I have some really interesting things to show you relating to expanding the the BPM capabilities beyond human tasks and automated functions, showing features of Integration as well as IT Automation and Orchestration. I would also like to give you some insight into the power of the Hornbill platform and show you examples of a number of apps that we have developed for our own use that are not even in the app store. We will obviously have a Q&A session where you will get the oppertunity to take advantaged of our transparent and open approach face to face. The day is really targeted at admins and power users of our system because some of the content will be reasonably technical. Spaces will be limited so availability will be on a first come first serve basis, and we may need to change the venue depending on attendance levels. Gerry
  12. 2 likes
    I think this may have been raised before but we desperately need to include some of the custom fields in the request list view display. In particular we need two of these (h_custom_a & h_custom_b). Could you please consider this (or a more flexible way of including additional data into the request list. Thanks Keith
  13. 1 like
    Hi @David Calder Thanks for your post. We are actually just finishing off some work that will allow the same ability to define relationships between different requests. Your 'Caused by' example fits this perfectly. It is possible that this will be available by the end of next week. We will look to continue with providing the same for asset relationships. Regards, James
  14. 1 like
    Thanks for your posts. The next change to be worked on in this area is to provide some options for the layout of the service icons. At the moment there are 2 rows of three that are presented on the first page. We are looking to provide an option where you can change the size of the icons and include or exclude information on each icon such as the sub-title. This will also provide an adaptive layout where the number of visible service icons will adjust to the room that you have depending on your screen resolution by adding more rows or columns for the available space. I will see what our options are for adding an additional setting that removes the "More Services" option on the "All My Services" page. Options such as the "More Services" or paging is general done to provide better performance when the page is first loaded. The larger the number of services a customer has, the longer they will be waiting for the page to load. We also have another change in our backlog which is to provide more of a 'list' view of the services broken down by category. This is to help support customers that have hundreds of services. Having hundreds of services displayed as icons can become a challenge for users to locate the appropriate service. Regards, James
  15. 1 like
    This is a business process specific operation, so the relevant folder would be fc_bpm not fc_ops. If that works for you, great, but just FYI that these operations are intended to be used by a Business Process and not called directly so not sure if you'll get everything you need from it.
  16. 1 like
    In any folder, you can choose the Status option from the Order by drop down: You can then use the arrow to choose if the order is ascending or descending which will either put the unread emails at the top or at the bottom.
  17. 1 like
    Hi @Everton1878 Ok it took a bit of time and research, but I think this can be achieved using a sub-select statement to in effect give you a subset of results from the h_itsm_questions table to perform the join upon (i.e. all of the entries in there that have a h_question_id = 'citrixserver' So could you please try the following and see if this works for you?: Let me know if this works, I'll save it for future reference! Kind Regards Bob
  18. 1 like
    @DeadMeatGF Ahh fair enough, well let us know if you need us to get it back, we cycle backups every 30 days which is the backlog window you have before the data will be permanently gone from our systems. Gerry
  19. 1 like
    @Gerry, @Chaz, Thank you so much for coming back to me on this one! This will be very useful when communicating with my colleagues and giving them the direct URL to the report executions, until you come up with a new interface for accessing reports and dashboard from Service Manager
  20. 1 like
    3) Calls Opened By Site I couldn't get this exactly like your screenshot but I was able to get some of the way there using a "SQL Group By" widget. As you can see, instead of having the specific month names, I've had to use "1 Month Ago", "2 Months Ago" in doing it this way because you need to specify the text that will be displayed so its not dynamic in that sense. The other issue is the order of the coloured result bars (and how it appears in the legend). This isn't possible to currently amend, but I have raised this internally with our developers to see if this is something we can make a manual choice, so watch this space!
  21. 1 like
    Hi @David Hall, @Keith I'll be applying the patch next week so will report back what we find. Nasim
  22. 1 like
    Hi @PSG, I wanted to give you an update on this requirement. The content of the Timeline entry that relates to the creation of an Activity now provides a click-able link, which opens the Activity in a pop-up where you can explore the full details of the Activity. In addition, the Timeline entry that relates to the completion of an Activity now provides a click-able link as well as Description, as requested. The resolution note that is supplied through the Reason field is also presented. Clicking on the link within the Timeline entry then presents me with the following. This enhancement will be available through an update to the Service Manager App (Build Number 968 or higher) in the week commercing 29th May. Meanwhile, please look out for this in our Release Notes. Thanks, Ehsan
  23. 1 like
    Yes... These are: a "No" answer to "additional external media" form; an inexistent answer to "additional external media" form because the form was skipped during ProCap. EDIT: sorry, I did not notice you replied already...
  24. 1 like
  25. 1 like
    @SJEaton you might not have to... If it works with a "No Match" branch instead of "No" then you don't need to rearrange the decision flow... Basically you need the BP to do the "internal only" evaluation IF there is "No" additional external media... (apologies if I make you process sound trivial ). I am saying this because if you do have additional external media, it follows a completely separate branch... Therefore what we/you are really interested is if we have a "Yes" answer to additional external media... if we don't have a "Yes" the we go and evaluate if internal only and further on this path... If we don't have a "Yes" this basically equates to a "No" answer or... no answer at all , in case the form was not completed during ProCap (i.e skipped). A "No Match" branch would cater for both scenarios... I haven't thoroughly tested any of these options, this is just thinking on how we can do this, if the above assumptions is not correct another alternative woudl be to simply add a third branch, a "No Match" branch just for the scenario where you don't have an answer at all... the "No Match" branch will follow the same path as a "No" answer.....
  26. 1 like
    Hi Samuel, We do have a planned change in our backlog to allow for multiple people being added as Owners and Used By. The plan will be to allow multiple individuals or the ability to use a group such as a department. This would be particularly useful for things like shared printers. I will make sure you are added to the planned change Samuel. This is not in our current development schedule but I will keep you updated as it progresses. Regards, James
  27. 1 like
    Perfect, thats sorted it adding in the fix timer. Fresh eyes and all that
  28. 1 like
    @nasimg I am afraid that the product is growing as is the use of its features so breaking up the forums into logical sections is really the only practical way to organise things. As I have no doubt you are discovering Hornbill is a lot more than just Service Manager so there is a lot to keep track of. However, in the case where we are making a big change we always place the link to the respective forum post in the app by the feature so as a general rule, I would suggest when we add a new feature and post such a link its probably a good idea for you to simply follow the post, that way you will be notified via email as the conversation develops - thats the best way to keep track of these changes if you need to. Thanks. Gerry
  29. 1 like
    @Claire Holtham You can fix the time format to only show the hours and mins format by updating the settings in each user's profile. I screen shot below of the setting we use here. If you add up all the extra clicks on the mouse you have to do every time you do it through the day, it does get a bit annoying, so having to do it for a third level will be even more. Cheers Martyn
  30. 1 like
    Hi @shamaila.yousaf, Are you the owner of the workspace? If you are it should apear in the Owners list of the workspaces view. If now or maybe you accidentally changed owner it would apear in the list of "My Workspaces". In most of the cases it should be in one of the lists as long as you have visibility to it. If it is private and you no longer are a member of it you will not be able to see it. In that case you will need to find owt who owns that workspace and ask to add you as a member again. Hope this helps, Let me know if I can help more. Daniel
  31. 1 like
    Hi Sam @samwoo We have included the duplicate filed validation for custom form and fix will be available in our next admin build. Thanks! Riz
  32. 1 like
    @James Ainsworth Just to add to the interest on this issue, we would also like to provide the ability for new requests and equivalent functionality to the Service Portal on both the IOS and Android apps. Cheers Martyn
  33. 1 like
    Hi @Everton1878 Images are great and can be very powerful. We are looking into a the possibility of having a new Email Action tab on the requests which would allow the embedding of images into your emails that you are sending from within a request. We have to think carefully about where we add images and how each field is used. Many of the fields, such as the description field are text fields that are done that way for things such as reporting and searching, so there is the potential that making a field available to embedded images may . As we are currently doing with the Email Action in the requests, we will investigate where else it is possible to use the copy/paste function for images. Regards, James
  34. 1 like
    I'd also like this option - in quite a few places across the apps! There are a number of fields, for example Site, that appear in a lot of places (Assets, Progressive Capture, BPM etc.) where the only option to restrict input is via a simple list. It seems awkward to build such a list which can easily get out of sync with the database when building a dropdown directly from a table column would give the required restriction and have the benefit of being live data.
  35. 1 like
    Hi, I'd like to have the option to have some of the fields as drop down boxes that lookup from fields. For example we have a list of departments from our Customers which I would like to tie in with the 'Location' field within the Assets. That way when we report of them there is less room for typos missing things off. Manufacturer, Supported by etc are another few fields I think could benefit from a lookup field (to Contacts/Organisations) Thanks Tina
  36. 1 like
    Hi Gerry Are you still on track to have the HUG on 28th June? Nasim
  37. 1 like
    Indeed. This movie/tv buff malarkey is so time consuming.
  38. 1 like
    Bang on, Victor! I had been changing some of the escalation events against the various priorities, must have done something wrong as the P4's had no dedicated service level. Rectified the issue and raised a call of my own as a P4 and the SLA and resolve by timer has reappeared. Thanks! Now, how are you on removing redundant versions of Java....
  39. 1 like
    @Steven Boardman you should know by now, Victor is always right
  40. 1 like
    @samwoo I have added you to the change proposal that relates to this post. Regarding the flexibility around assignment Notifications - That has also been discussed and we're looking to expand the "Service Desk" Tile in the Admin Tool by providing options to control Notifications on a User by User basis, although that will be considered as a separate change proposal. Thanks, Ehsan
  41. 1 like
    Hi @Bob320 The timers for fix and response goals will be configured in the business processes you have defined using the business process engine, accessible via the admin console. You may have one business process for say Incident Management, or you may have different business processes for each different service against which you can raise Incidents. In the second of these scenarios it maybe that you have start timers configured in some business processes and not others? In either case the first starting point would be to have a look at the business processes and see if you have the nodes which Start the fix and or response timers once a ticket is logged and a priority is set. 1. In the admin console you should see your configured business processes listed, similar to my example below. 2. In each Process, a fix timer will only be started if you have configured it to do so by using the Start Fix Timer Node as my example below shows 3. If you have configured different business processes for the different services you offer, you can see which business processes are defined and in use against each service you offer in the user app under services > Request Configuration > Request Type > Workflow as shown below In this case 'Desktop Incidents'. 4. You may also be using Catalog Items, as shown in the example above, and in which case you can also check and see which business processes have been configured against each of these catalog items, again to see if those business processes are configured to have the Start Timer node (and subsequently the Stop Timer nodes) configured. Hopefully this will give you somewhere to start looking to see if the start and stop timer nodes are configured into all or some of your business processes which support the services and catalog items you offer? let us know how you get on Steve
  42. 1 like
    Hi @derekgreen, It is currently not possible to exclude Notifications for members of a team on assignment of a Request, at the moment. Are these email Notifications vital to the handling of requests in your team? Through the following Application Settings, you could choose to only send "Hornbill Notification" (i.e. not an email but a Notification under the bell icon) for requests that are assigned to a Team. The other option you have is to remove your Manager from your team, if the purpose of their membership is to observe, oversee or report on Requests rather than action on them like an analyst. Thereafter, create a new team "Service Desk Management" or "Management" and add your Manager as a member of this team. Then add this team as a Supporting Team of your Service. That way, your Manager can continue to oversee and access Requests, without receiving Notifications. There is perhaps another long-term option here. You can also ensure that your Manager is not available for assignments. You could achieve this through Admin Tool > Hornbill Service Manager > Service Desk > [Click on the team] > Slide the "Enable Assignment" option. We can then enhance the assignment Notifications, by ensuring that Users who are not available for assignment do not receive a Notification. Please let me know if my 1st suggestion works for you? Thanks, Ehsan
  43. 1 like
    Outlook rules? That gets around the issue that he'll change his mind ... then change it back ... then ... etc.
  44. 1 like
    @SJEaton as @Steven Boardman mentioned you can make your mandatory checklist items optional Another approach (if Mandatory is required) is that using nodes, you can set the values to false before the process is finished
  45. 1 like
    When the Service is supported by all teams, you cannot see the Requests that belong to it but when the Service is supported by a team that you're the member of, you can. OK, so that's the problem and we will look into it. Thanks @samwoo
  46. 1 like
    @samwoo It helps to know that we have narrowed it down to one Service Portfolio. Could you add two teams as the Supporting Teams of the Service and then remove them after? Then refresh your filters. Just trying to work out if this is data related.
  47. 1 like
    Hi @Tom Brewster Yes, the ability to define a refresh period on the request list is in the development pipeline. I'll be posting back here once it is closer to being ready. I can't give an exact time from but it should be looked at over the next couple of months. Regards, James
  48. 1 like
    @Hornbill Support Team, I've been putting together a couple of dashboards and it was only when I read this post from @Lyonel that it occurred to me that you need to be a full user before you can see a dashboard. That seems a very expensive way of letting interested users see the performance stats. Even worse it looks as though I might need a full licence for every display!
  49. 1 like
    We are Ok to keep this one open. I just wanted to make sure that you were aware of some of the other discussions going on. I will update all of the active topics once we have an update. Regards, James
  50. 1 like
    @Gary@ADL, we got around this by having a subfolder called "Request Responses". This has a rule attached that copies all emails to the request number that is found in the subject then moves them to a subfolder automatically so the content is saved. Mike.