gwynne Posted April 21, 2016 Share Posted April 21, 2016 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 Link to comment Share on other sites More sharing options...
AlexTumber Posted April 21, 2016 Share Posted April 21, 2016 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 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 22, 2016 Share Posted April 22, 2016 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 Link to comment Share on other sites More sharing options...
sprasad Posted September 7, 2016 Share Posted September 7, 2016 @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. Link to comment Share on other sites More sharing options...
Tina.Lapere Posted September 7, 2016 Share Posted September 7, 2016 I too would like an update on this please. Thanks Tina Link to comment Share on other sites More sharing options...
AlexTumber Posted September 19, 2016 Share Posted September 19, 2016 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 Link to comment Share on other sites More sharing options...
sprasad Posted September 28, 2016 Share Posted September 28, 2016 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: Link to comment Share on other sites More sharing options...
sprasad Posted September 28, 2016 Share Posted September 28, 2016 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. Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 28, 2016 Share Posted September 28, 2016 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 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 7, 2017 Share Posted April 7, 2017 @James Ainsworth - Is there any update on this feature as my colleagues are finding this a real bug bear. Thanks Tina Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 7, 2017 Share Posted April 7, 2017 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 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 7, 2017 Share Posted April 7, 2017 @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 :-( Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 7, 2017 Share Posted April 7, 2017 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 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 19, 2017 Share Posted April 19, 2017 @James Ainsworth, have you had a chance to look into this yet? Tina Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 19, 2017 Share Posted April 19, 2017 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 Link to comment Share on other sites More sharing options...
Tina.Lapere Posted April 21, 2017 Share Posted April 21, 2017 @James Ainsworth, Great thank you. Link to comment Share on other sites More sharing options...
Tina.Lapere Posted June 14, 2017 Share Posted June 14, 2017 @James Ainsworth Have you got a scheduled date as yet? Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 14, 2017 Share Posted June 14, 2017 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 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted August 25, 2017 Share Posted August 25, 2017 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 Link to comment Share on other sites More sharing options...
James Ainsworth Posted September 8, 2017 Share Posted September 8, 2017 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 Link to comment Share on other sites More sharing options...
Steven Boardman Posted September 28, 2017 Share Posted September 28, 2017 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 Link to comment Share on other sites More sharing options...
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