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Showing most liked content since 10/16/2017 in all areas

  1. 3 points
    @Lyonel I think in support of what @Martyn Houghton is saying, I would suggest the following strategies, but you should also consider why people find it difficult, that understanding is important when trying to change the way people work. So lets start with the idea that most of your people are going to be "wed" to e-mail and/or IM because thats the way they like to do things, thats what they are comfortable with. I had the exact same problem, the good news is I can pretty much guarantee that when you get your users to change you and they will be a hell of a lot happier and more productive, I have not seen an exception to that so far. Trying to explain the benefits at the early stages will be a waste of time, you need to lead people to their own conclusion, once they see it for themselves they will fully embrace the idea on their own. So this would be my top tips for transitioning your team to collaborate. First of all you need an overriding mission that you and your most progressive team members will buy into and totally support. I would recommend something like... "We are going to remove ALL internal team conversions from e-mail and/or IM into collaboration workspaces where we can capture and use the knowledge we create" and then... 1. Identify a small number of like-minded people in your team that can see the value in doing this. Get them into a room and discuss it and get general agreement that its what you all want to do. These people ideally should be some of your go-to people, the kind of people who are asked for help/support from within the wider team - I willl call these your "influencers" 2. Make a pact with your influencers that from this point forward you will only answer knowledge/how-to/general in workspaces (more on those in a moment). That means, if you or any of your influencers get a question via e-mail, instead of replying and answering the question, ping it back with a link to the relevant workspace and politely ask the requestor to join the workspace and post the question in there. You need to be disciplined here and possibly even mildly aggressive, so save for an absolute emergency where an immediate call for help is required, stick with that policy and force the issue. This is the point @Martyn Houghton is making and he is spot on here - this sis the key thing to do. 3. Select your workspaces to create wisely. Don't create too many to start with. I would start with 5. Pick a project where there is a lot of communication as one of them and add all of the people in the project conversation to that workspace and instruct/guide them to use the workspace instead of email, ideally one of your influencers will be authoritative enough in the project team, the project manager ideally to force the issue on the project where needed. For the other four workspaces pick your top 4 "knowledge conversations", for example, if you do a lot of SAP support, you will ideally have your top go-to SAP guy.gal as one of your influencers, get that person to create the SAP Support workspace and follow the rules around questions via email in step 2 above here. 4. Start asking people "have you posted that in the workspace" if someone walks up to your desk and asks you a question that you think would be generally useful information, simply ask something like "would you be kind enough to post this in the XYZ workspace, I think that question and my answer would be really useful for other team members", that way your question-asking team members are now getting to create and share knowledge in the process of just doing their job, tell them that and praise them for being part of your new way of working Now depending on the make up of your team will depend on how long it takes the penny to drop for the team, as a general rule, if your influencers alone do this, the people who benefit from their efforts will say positive things, and once everyone starts to see "success", they will pretty much all jump on the bandwagon, and that that point I think you will be very surprised at how fast the transition happens. I would give yourself from 1-3 months to gain momentum and up to 6 months for a total transition. You and you influencers will need to continue to advocate and influence for the first 6 months. Your measure of success will be when your email inbox is only filled with emails from people outside of your team and junk mail and your team members (when you ask them, should we stop using workspaces and go back to email) will so no way, we cant live without this - how did we work before we were doing this... I am happy to talk you through any aspect of this and help you on any specific issues to run into. Just keep in mind your job here is not to roll out a collaboration tool, your job is to coerce your team into becoming more collaborative through an electronic tool. I promise you though, the effort is worth it. Hope that helps. Gerry
  2. 3 points
    @Lyonel From my experience, I have purposefully stopped responding to my colleagues who ask me questions via email or IM. I copy their question on to the appropriate workspace prefixing it with their user id tag, then respond to the question on the workspace. Though it takes a while to get through this stage, it does start to get through and make a difference eventually. Cheers Martyn
  3. 2 points
    Same here. Actually I posted the same request a long time ago now:
  4. 2 points
    Our Datacenter has now confirmed the networking issue has been resolved. Please let us know if you are still experiencing any issues. Kind Regards Trevor Killick
  5. 1 point
    Hi @Darren Rose While we are looking at this, there does seem to be a workaround. When you first open the Stage Event dialog box for adding a new event, change Scope from Entity to Application and then back to Entity. You may find now that when you select the Type Email Notification along a Flowcode, the Apply Event Setting is now available. There seems to be something in the initial loading of the form that is not validating that all of the mandatory fields have been filled. Hopefully this will allow you to continue with your set up until we have a fix. Regards, James
  6. 1 point
    @Darren Rose we're currently investigating this, it seems to be a defect We'll update you as soon as we have more details on this.
  7. 1 point
    @m.vandun fyi, the ability to create project templates is coming and will be included as part of the next Project Manager update. Here is a screenshot of the configuration screen in the Admin Tool:
  8. 1 point
    Hi @Everton1878, I don't know how your network is setup, but if it is anything like ours specifying the HTTP proxy will not help. Indeed, in our case, we had to white list the Hornbill URLs / IPs from our proxy to ensure the LDAP import would work. This includes both the eurapi.hornbill.com as well as hornbill github (!). Might want to have a word with your network specialist or provider. Hope this helps. Lyonel
  9. 1 point
    Hi @clampj Thanks for your post. I can't recall the entire context of my earlier post, but at the time I may have assumed that for subscriptions there was some ability to inherit membership from other groups. My recommendations on building your organisation structure early on was also to ease any restructuring of the org structure later on, which might be used by future apps. We do have a change in the backlog to look at the inheritance of group membership for subscriptions on which I have added you to as an interested connection. I'll discuss with our dev teams how this might be achieved. This change is not currently scheduled, but I will update this post as the change progresses. Regards, James
  10. 1 point
    Hi James OK, obviously due to the nature of our business we base things on working days so would be fab if this could be facilitated. Thanks, Sam
  11. 1 point
    Good idea @TrevorKillick !
  12. 1 point
    @SJEaton here is a few examples of what we use here. All 4 examples below serve a different purpose, but they are all focused on customer feedback. Management Dashboard / KPIs: Live screen of "this month performance" "End of month report" dashboard "End of month meeting" dashboard It is a mixture of widgets based on measures, others are retrieving data directly from the database. I hope this helps you a little bit... Lyonel
  13. 1 point
    Hi @SJEaton There are some example widgets (queries) and an example customer feedback dashboard on the Hornbill sandbox instance which you could perhaps use for inspiration or a starter for 10? There are also a couple of example feedback reports on the sandbox again which may help You can access the sandbox instance and admin tool as follows: admin.hornbill.com/demo user: grahamc Current password: H0rnbill Hope that helps Steve
  14. 1 point
    We seem to be all up & running our end now.
  15. 1 point
    All Latest update from our Network Team: We have identified the problem as a large routing issue to the data centre which holds your instance. We are working with our data centre to resolve the issue and will provide updates every 30 minutes until resolve. We are currently seeing a recovery of network traffic to our Data Centre so it looks like its now recovering. Again we apologies for the inconvenience. Kind Regards Trevor Killick
  16. 1 point
    When searching for terms of more than one word in the search function in Service Portal, only 100 % matches are returned. This means that the search functionality is practically restricted to one word queries and almost useless. This needs to be improved to make sure that end users serve themselves and work loads are shifted to the left. This applies to known errors, catalog items and FAQs/Knowledge. Example: If you have a catalog item named "apple cake", this item will not be found if you search for "apple tart", even though apple is a match. A search like "apple crumble cake" or "cake apple" will not get a match either. Suggestions: - the search functionality should have a built in OR-functionality - results should be listed sorted on relevance to all words that are matched, and also similar words - in the future there should also be type-ahead functionality to help guide the users get results, but this is not critical
  17. 1 point
    Hi @chrisnutt I'm going to look into this a little more as this does not seem to be documented or particularly user friendly, but there are Titles that you can use to narrow down your search. To narrow down your search to just look at the Summary you can use the syntax: (h_summary:yoursearchword) To narrow down your search to just look at the Description you can use the syntax: (h_description:yoursearchword) If you are searching on multiple terms you need to use quotes. (h_summary:"Your Search Words") I will see what we can add to the Global Search to provide an option to use these titles in a more user friendly way.
  18. 1 point