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ljbrown

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ljbrown last won the day on May 13 2016

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  1. That's great thank you for your response Steve, I'll feed this back to our senior management and will keep a look out for any future enhancements.
  2. We'd like to introduce a new mechanism for capturing when customers escalate/chase for updates on their tickets and establish a way to report on these. Looking for some guidance please on the best way to achieve this, could we automate the flagging of an escalation by introducing a button within the employee portal for a customer to chase their request? If the only option is for a manual flag, would the best way be to introduce a custom field within the summary section which ICT staff can select when needed and then report on these?
  3. I'd like to develop a workflow which can extract the attached document and save this to a SharePoint list. Does anyone know if this is possible and if so how I'd go about setting this up? I've tried searching the wiki and forums with no success.
  4. We have a number of automatic workflows which will log and close tickets immediately afterwards which we use for reporting our common quick calls. I would like to enter a time spent value to these but cannot see a suitable node to do this automatically. I can only seem to do this via the human task node but there doesn't appear to be a way to automatically mark the task as completed and I'd like to avoid the need for additional analyst input on these quick calls if at all possible. Is anyone aware of an alternative way round this please?
  5. Thank you for responding @SamS, what I'm trying to report on is the field when completing an activity within a ticket, as often we don't work on a ticket for the entire time it is open. We don't wish to start using the timesheet manager as this is excessive for our needs and won't mandate the field from needing to be completed.
  6. Is anyone able to help with this query?
  7. We'd like to capture time spent on each call ticket and report on this. I have achieved this by adding an additional activity to the ticket which is mandatory to complete the time spent field. I haven't used the timesheet manager module as I am led to believe this can't be mandated on the resolution of calls. The trouble I am now having is producing the relevant report to include time spent alongside request fields such as call id, owner, SLA measures etc. Could someone please advise which tables to join together to capture this data together? Many thanks Lucy
  8. I've received a similar query regarding data retention within Hornbill from our audiors, can someone please confirm if the statement made in April is still correct i.e. all data/attachments etc are retained indefinitely? Many thanks, Lucy
  9. Apologies for not seeing your post sooner @Bob Dickinson, instead of the custom expression making the decision on the catalog item id number (which I don't know how to find these out anyway as they were configured by Dan Riley), I simply amended the decision node to query on catalog item instead and pasted the title of these into the custom expression. Regards, Lucy
  10. Have managed to get this working by changing to the catalog item flowcode instead, thanks for your help!
  11. Thanks for the suggestion Bob, I've done exactly that and it does indeed seem to be the copy process which causes it to fail and no longer match the catalog item. Can I base the decision on a different field other than catalog item ID? To be honest I don't know how to identify what the ID should be as this was configured by Daniel. Thanks, Lucy
  12. That's correct yes. It defaults to the no match outcome so seems to have lost the ability to locate the catalog item id. Thanks, Lucy
  13. We have a workflow set up which automatically populates the summary/description text based on the progressive capture answers. There is a decision node beforehand which tailors the text based on which catalog item is used. This was configured by Hornbill to query the catalog item ID number and the existing process is working successfully. I've created v2 of this process as I would like to append additional text in the summary field but for some reason it no longer finds a match at the decision node even though I haven't touched this element and the progressive captures themselves haven't changed. Any thoughts as to why this would stop working? Many thanks, Lucy
  14. Can the portal be set up to allow a customer to resolve and/or cancel their own requests if the issue resolves itself or they decide its no longer required? Can't seem to find an option available so any advice would be most welcomed. Thanks, Lucy
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