[Create New Team within Service Desk]

Many Thanks Victor and Nadeem.

 

All sorted

[Create New Team within Service Desk]

Hi Nadeem,

I cannot find the page that reflects your screenshots.

Can you advise of the full navigation path?

 

i.e Home>System>Organisational Data>  Organisation

 

I have attached a screenshot to show you what version/platform that we are running.

 

[Create New Team within Service Desk]

How do you  subscribe the team against the Service Nadeem?

 

Thanks

 

 

Sean

[Create New Team within Service Desk]

Hi Nadeem,

Thanks for your reply.

I am not part of the new team.

However when i try and assign a call "From ITUK Infrastructure Team"  to the "ITUK Networks & Security Team" the new team is not showing up.

 

Sean

 

 

 

[Create New Team within Service Desk]

Hi, 

I need to create a new team within my Service desk manager.

I have browsed to  Home>System>Organisational Data>Organisation and created a new team (copied settings from previous team)

I have assigned users to the role.

However when I log into service desk  manager the team does not show up.

Can you please advise of what step I am missing?

Many Thanks

 

Sean

 

 

[Outbound Email not sending emails]

Hi,

 

I have come in this morning to find that that the Outbound emails are no longer being routed out.

Inbound emails are working fine but outbound emails are stuck in the outbox.

As far as I am a where no changes have been made on the internal exchange server.

The connectivity tests results are attached.

 

Any suggestions please?

 

 

[Backup of Report Settings]

Hi,

I have notice that my daily report is no longer working and I believe some of the settings have been altered.

Is it possible to get a backup of the report settings?

Does Service manager have an auditing section so I can determine which changes have been made?

Many Thanks

 

Sean

 

 

[Out of the box reporting missing]

Hi Dan,

Can you advise if there is an option to run a backup of the previous version before carrying out the upgrade?

Thanks

Sean

 

 

 

[Out of the box reporting missing]

Hi,

 

could you please provide me with details of the upgrade process?

Many Thanks

 

Sean

[Out of the box reporting missing]

Hi Victor,

The reports have been available in the past?

Last reports were accessed the start of September?

Have the reports been removed from version 2.27?

 

Sean

[Out of the box reporting missing]

Hi Victor,

I have gone to Home>Service Manager> however Advanced Analytics is not there ( see attached)

 

Thanks

 

Sean

[Out of the box reporting missing]

Hi,

I have noticed that the "out of the box" and custom reports, widgets and dashboards are no longer appearing within the portal.

When logged in to the portal as Home>Collaboration>Advanced Analytics, select any of the the options (Measures, Widgets, Dashboards) there is the message "There are no records to display".

To my knowledge the last reports were generated on the 1st week of September 2016.

Is there a way to check auditing on the portal to identify what has happened to the reports?

 

Many Thanks

 

Sean

 

 

 

 

 

 

 

 

[Log a service request - Emails not been sent to customer]

Hi Victor,

 

Ignore previous message I have now resolved this case.

Service request emails are now being sent.

Many Thanks for all your help.

Sean

[Log a service request - Emails not been sent to customer]

Hi Victor,

Thanks for your help

I have made the changes and it now appears that the emails are now been sent.

 

However I now have another issue.

 

When raising new requests It automatically jumps to assign an Incident number.

I no longer have the option to set customer name, priority type of request.

 

Can you please advis eof what I need to change?

 

Thanks

 

Sean

 

[Log a service request - Emails not been sent to customer]

Hi Victor,

 

I have deleted the email template and recreated in the Requests category.

I have logged a new service request without any errors.

However I still do not receive the email.

I have ensured that all BPS are activated?

 

Do you have any further suggestions?

 

Thanks

 

Sean

[Log a service request - Emails not been sent to customer]

Thanks for the reply Victor.

If you change the Templates to Service Request it does exist. (see attached)

I have also tried using the "NewRequestConfirmation" the same email template which is used for "New Workflow".

This time I did not receive an error but the email was not sent.

Any ideas?

 

Thanks

 

 

Sean

[Log a service request - Emails not been sent to customer]

Hi Victor,

I have created a new Business Process called "Log a Service Request 2"

This was copied from a working business process called "New Workflow".

I have edited the Email Customer action to use the Email template "LogServiceRequest"

I have logged into Hornbill Collaboration and selected services and configured the Service Request to use the workflow called "Log a service request 2"

When I log a new service request the email is not sent to the customer.

I am receiving the following error:

Xmlmc method invocation failed for BPM invocation node s'1/flowcode-f79d5fff-3db1-0277-aa1b-7a47234ea128" 0200 apps notify EmailCustomer Flow (see attached)

 Any help in this matter would be most appreciated.

 

Thanks

 

 

 

Hornbill Service Request.docx

[Log a service request - Emails not been sent to customer]

Hi,

I am experiencing issues creating a New Service Request within Business Processes.

 

I would like to email the end customer once a new service request has been created. I have configured the email settings as the same settings I have used to raise an Incident which currently works.

When I create a new service request I successfully complete the case creation but the email is not sent to the end user.

I do not see any errors when logging the service request. Can anybody advise of a log location within service manager so that I can see why the email is not been sent?

 

I have attached a screenshot of the settings?

I am new to Service manager and any advise would be most appreciated.

 

Thanks

 

 

 

Hornbill Service Request.docx