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  2. Hi All, Another odd bug, as a senario - A staff member is working on an issue and is on the phone to the customer and has started a timer as part of an update having already selected the category. This update remains open for roughly an hour and a half whilst the staff member constantly updates the text in the update field. The staff member ends the call with the customer and stops the timer, then clicks "Post". The update is posted however the time is not added to the timesheet. I see this as potentially being a timeout issue of the page or the category being lost and not being cached with the text and therefore when the update is posted the time is not logged in the Timesheet. Has anyone else seen this or would have a chance to test this? Subsiquently if the user refreshes the page manually, the text in the update is saved but the timer is not and is reset, if the user manually enters this time and posts it is added to the Timesheet.
  3. Is it possible to add attachments via the BPM onto the timeline? As this then allows you to open the attachment in the browser window rather than having to download it and then open it as this is long winded and means we have analysts downloading files multiple times and potentially storing senstive screenshots etc of things that shouldn't be kept on their local devices.
  4. In order to undertake more complex measures and to be able or retrospectively regenerate them, can we request an enhancement to be able to insert the 'Date Ranging Column' start and end date/time stamps in the 'Query where clause'. For example we want to set a measure that obtains the number of open requests at the end of a period, so we would do a count on requests where the Data Logged is before the end of the period and the date closed is null or after the end of the period. Cheers Martyn
  5. Thanks David, don't like it at all I have to say, is there a way to revert to the original template?
  6. @David Hall So only updating the Service Level would trigger it picking up the new WTC changes, not the request being taken off hold? The reason for asking them is that if you have long life span requests in the system you should be inserting WTC non working days significantly ahead of time to ensure they are taken into account in those requests. Cheers Martyn
  7. Hi @Martyn Houghton So if you were to make changes to the calendar, this would not alter any existing target times etc, however if you were to update the SLA on a request then it would take any changes into account. Does that answer your question? Regards, Dave
  8. Sorry @Josh Bridgens - I've just realised I never got back to you! Also @baker - please see below for the configuration: Widget 1 - The Name of the Top Resolved This Week (from the most recent Sunday) Widget Type - List of Data (Custom) SQL String: SELECT h_resolvedby_username AS Winner FROM h_itsm_requests WHERE h_status IN('status.resolved', 'status.closed') AND h_resolvedby_username != '' AND h_dateresolved >= curdate() - INTERVAL DAYOFWEEK(curdate()) -1 DAY GROUP BY h_resolvedby_username ORDER BY COUNT(*) DESC LIMIT 1 Set up Screenshot: Widget 2 - The Total Number of Resolved Calls This Week (from the most recent Sunday) Widget Type - List of Counters SQL String: h_status IN('status.resolved', 'status.closed') AND h_resolvedby_username != '' AND h_dateresolved >= curdate() - INTERVAL DAYOFWEEK(curdate()) -1 DAY Set up Screenshot: I hope this helps! You may need to add some additional criteria to your WHERE clauses based on your requirements e.g. h_requesttype if you wanted to filter between Incidents, Service Requests, Changes etc. You can use our reporting reference for more help on the additional column names and what they contain: https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table Please let me know if you have any issues. Kind regards Bob
  9. Hi All, I have been trying out the Solution Action button feature within Service Manager, and have noted that when publishing a Solution to a Customer where the Solution source has embedded images these images do not show on the customer side (screen shots below - 1st one shows the FAQ / Solution in the request, and 2nd shows the posting to the Customer) Should the customer see the embedded images when we provide a Solution to them from within Service Manager within the Service Portal All My Requests area? Thanks
  10. Hi James Thanks for confirming, I will have to encourage the staff to install Chrome then to make full use of the feature Many thanks as always
  11. Just want to update the ticket to say this is still happening for us, would appreciate any suggestions or updates! Quite an inconvenience when there are no hornbill admins around to repeat the failed stage.
  12. Thanks @Frank Reay good answer but its not right in this case I wish it was, rattle my brain over it.
  13. Hi @John C In the latest update the category has now been re-positioned to the side bar and there is a new action tab for setting the category as desired. Kind Regards, Dave
  14. Hi Trevor I assume we can reset the password for the Admin user ? Cheers
  15. Hello, It seems that since I updated to the latest version of Service Manager, the view for category is not listed in tickets anymore, please see below: Can someone look into this ASAP please, thank you.
  16. Typically (for us) it is when the sender is external and is not recognised. In which case you need to set them up as a Contact.
  17. I have had a few emails into the failures mailbox and I'm not sure why. I know they go in there if the call is closed or the IN number doesn’t exist. Are there any other reasons why they go to the failure’s mailbox? Looking at the 4 offending emails they seem to be OK, nothing odd about them.
  18. sorry and @Steven Boardman Is a CI Request Type something Hornbill would consider for the roadmap?? continual improvement is a major component of any successful service management organisation
  19. @Steven Boardman thanks Steve, appreciate the reply I guess my main challenge with using a IN or SR against a new service is that it means I would need to amend all my SLA reporting for those processes to not include this service (its about 40 or so items) lots of the other functionality sounds ideal. The types of CI items I wish to track mostly are the outcomes of major incident reviews, PIR's, our performance review meetings etc I am wondering if tasks may be better?? Can we create any reporting against tasks????
  20. Not sure if something has changed but the default for resolution is set to Team for resolution which means customers can’t see the resolution through the portal. Is there a way to change the default visibility value of resolution only to be Customer?
  21. As part of the Service Manager update build 1800 we have added this list of assets owned, used, and shared on each user's profile page under the Service Manager tab. Hope this helps. Regards, James
  22. We have now made available a new setting as part of the Service Manager update, build 1800, that allows you to change the appearance of the on-hold requests in the request list. There are three choices for the display of on-hold requests. Bold Italic (default) Opaque This display can be set in the Admin portal using the Service Manager setting webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle
  23. We have now made available a new setting as part of the Service Manager update, build 1800 that allows you to change the appearance of the on-hold requests in the request list. There are three choices for the display of on-hold requests. Bold Italic (default) Opaque This display can be set in the Admin portal using the Service Manager setting webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle
  24. Hi Dan, The change regarding the visibility of all the mailboxes has now been released and is available in Service Manager update build 1800. Provided that you have the right manageEmail which is included in the Admin role, you will be able to see all mailboxes in the list for selecting the default mailbox on a service. I hope this helps. Regards, James
  25. Hi Adrian, I believe that the desktop notifications only work with the system notification and only when using Chrome. To see which can be set to use desk top notifications you can go to your profile and under Notifications, you can see which ones allow you to enable for the Desktop
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