Hornbill Product Specialists
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About NadeemMazhar

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    Product Specialist

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  1. Hi @Paul Alexander The drop down allows you to choose who has visibility of the specific update in the Request timeline - be it an update to the Request or Resolution. So by default as per your screenshot, any update that you action in the Request will be visible in the timeline to the Customers and the Analysts when they log into either the Application or to the Portal. In some cases, you may want to hide the update from the customer - so when you make the next update - you can choose ' team' from the dropdown. This will ensure that when the customer signs into the Portal to view the request, they will not see that particular update in their timeline. Finally, if you want to hide the update to both Customers and your team, selecting 'owner' in the dropdown will cater for this. Hope that helps Nadeem
  2. Hi Doug, We have a feature in Service Manager called Connections. Typically you would raise the request against the first customer who informs the Service Desk about the outage. Once you have saved the request, click on the connections button as per my screenshot (Screenshot 1). You can now add Impacted customers or interested customers to the request. To inform the Impacted or Interested customers, you can now select the email button in the request and then select 'add connections'. From here you can send the Impacted or Interested customers mail either via 'to' or 'cc' and this will now notify them. Please see screenshot 2 below. Hope that helps. Kind regards Nadeem Screenshot 1 Screenshot 2
  3. Hi Prav, The reason why there are no values displayed is because in your instance, there are no requests in a resolved state. In order to have values shown, we must use the query tool to also query closed requests as per below: (h_status = 'status.resolved' OR h_status='status.closed') Kind regards Nadeem
  4. Hi Colin, As per your screenshot, if you put a '0' value in the field, this will remove the links on the customer portal. Please see my screenshot below. Kind regards Nadeem
  5. Hi Steve, Please can you refresh your browser by pressing F5. This will now display the correct email count. Kind regards Nadeem
  6. Hi Clive, Many thanks for your post. One way to request further information is to send an email from the request itself. If you want at any time to send an email to the customer of the request, perhaps to send an ad hoc update or request further information, you can click on the email icon in the request ticket (see below/attached) and this will open an editor to enter your message in the body. Please see the following WIKI article on how to administer this in your instance: If you want to create a template to request further information from a customer from within a request, you can create snippets, which provide the ability to pre define common responses. Please see below the WIKI article to set this up As you mentioned that you are new to Hornbill, we offer Training for Life - which is a series of Webinars designed to help new administrators of Hornbill to become familiar with the tool. The emails and snippets feature is covered on Friday afternoon under the 'Hornbill Collaboration Features and Advanced Service Manager' webinar which you are welcome to attend. Please ensure that you sign up via the below WIKI page: Kind regards Nadeem
  7. Hi @DougA, Many thanks for your forum post. It is possible to set a category level in a business process by selecting an 'automated task node, select the Update Request as 'type' and the 'task' set to Logging Category. Once this is set, it will open up a number of options to allow you to select a category for that particular business process. Please see my screenshot of how to create this node and its settings Kind regards Nadeem
  8. Hi Colin, Currently, as an owner of a ticket, if another user updates your Request, then in your request list, the Request will turn yellow. You can then click on the Request to see who has updated it via the timeline. Regards Nadeem
  9. Hi Mark, Many thanks for your response. According to our records you currently have Collaboration and Service Manager subscriptions only. I will contact you directly to discuss the options available. Kind regards Nadeem
  10. Hi Mark, Good morning and many thanks for your forum post. In the latest server update, subscription enforcement has been applied. In real terms this means if you have any applications that have been installed, but have not subscribed to, they will no longer be able to be used. One of the applications this enforcement applies to is Customer Manager which is chargeable. If this was installed but you have not subscribed to it, then the features available within Customer Manager may no longer be visible. These features include timeline and activities against organisations and ability to view all contacts within an organisation. Without Customer Manager you will still have access to the contacts and organisations repository where you can add, edit and delete contact information – this is what you are seeing at present. No data will have been lost, it is just that some of the additional features that are available in the Customer Manager application will no longer be available unless you subscribe. However, unrelated to this update (which would have applied subscription enforcement across multiple applications) in the coming weeks we will be making the view that shows which contacts are related to an organisation available to all customers (even those without the Customer Manager application installed) so this particular feature will be available to you again in the future. Kind regards Nadeem
  11. Hi Chris, You can use the 'suspend' motion in a business process to stop the business process until that particular action has been met. For example, using 'suspend - wait for resolution' node will not allow the business process to move forwards until a resolution has been filled in. There was an earlier discussion from another customer who wanted to know how to make closure categories mandatory which is a similar request. Please see below for the link; Regards Nadeem
  12. Hi Chris, As discussed earlier, in order to add additional fields to a request you would need to click on the design button in the details section of a request ticket (screenshot 1) Then click on the + button (screenshot 2). This will enable you to add the field name and the type of field. Click save and you will now see the new field appear in request tickets (screenshot 3) Kind regards Nadeem
  13. Hi Tina, In addition to Jame's note - it is also possible to create a view in the request list to view calls for a specific customer. If you want to look for a specific customers calls - you will have to configure the following view as per my screenshot and amend the name of the customer when required. Once you click save - this will show a list of calls by that specific customer you have specified. Hope that helps. Nadeem
  14. Hi Pete, You can currently suspend a workflow until you fill in a Request Closure Category. For example, after you have resolved a call, you can add a new node called Suspend - wait for Request Closure Category as per my screenshot. This way, the workflow will not move on to the next node until a closure category has been filled in. Hope that helps. Nadeem