[Select Site Progressive Capture]

Hi @alextumber,

That is great news, thank you for the prompt response. 

 

Graham

[Select Site Progressive Capture]

Hi,

At the moment, when we get to the Select Site page of the progressive capture the default tab is the "Customer Sites" tab. As we do not associate our customers with a particular site as they are likely to move between sites, is is possible to change the settings for this window so that "All Sites" is the default tab?

I have had a look through the settings but cannot find anything that seems to relate to this.

Thank your for any assistance you can provide.

Graham Abraham

[Calls not auto closing]

Hi,

Has anyone managed to get the auto-close node to work? I have it set up to close after 5 days however any calls that are Service Requests are not closing and just stay as Resolved.

Any ideas?

Thanks

[Feedback Issues]

Hi @Ehsan,

 

I have raised a support call as requested.

Thanks

Graham

[Feedback Issues]

Hi @armandoDM,

I have tried this in Chrome, Internet Explorer and Firefox and I am getting the same issues in both, as are other people in my department.

As far as the settings in the admin tool, I have attached an image, but I have not changed any of these.

Ive tried clearing the cache, closing the browser and restarting anything and no luck, I've also got my colleague to do the same.

We have also tested it on a different machine and get the same results.

[Feedback Issues]

Hi @Victor, I will give that a go, however this was happening yesterday and we installed the new update over night so I would have though that anything like that would have been cleared.

[Feedback Issues]

Hi,

I have set up the new feedback options in Admin, however when you go to add feedback to a job in the service portal the feedback window opens with no questions and no star rating fields.

As far as I can tell its set up correctly, can anyone see any reasons why it would no be working?

Thanks

Graham

[Separate Emails for Users and Guests]

Hi,

As part of our BPM, when we resolve a call it sends an email to the customer to notify them. This email has links to the portal so that the customer can go in and update/leave feedback etc.

Does anybody know of a way that we can get the BPM to recognise if the customer is a user account or a guest account and then send a different email template. This would mean that we can have customised links to either the service portal or the customer portal depending on the type of user.

I have had a look at doing this with a decision but could not find a suitable parameter.

Any ideas?

Thanks

Graham

[Source Decision Tree]

Thanks for all the help, it is now working!

[Source Decision Tree]

Thanks @samwoo appears to be working for Analyst calls so will have to wait for one to come through the portal to check that.

[Source Decision Tree]

Hi,

As part of our business process we have a decision node the checks the source of the call and then branches off into two different streams.

One is for calls that are raised through the portal and the other deals with all other calls, however the tree does not seem to be recognising the portal calls.

Can anyone see an issue with the decision tree?

Thanks

Graham

[Open Call Counter]

Hi,

Our Service Desk technician has queried if it would be possible to add an open call counter to the Analyst stage of the Progressive Capture so that when she is looking at the list of people in the team that a job is being added to, she can see how many open calls each person has at that time and allows us to manage the distribution of calls.

The number of calls open in brackets after the technicians name would be sufficient.

Not sure if this is possible of if there is an easier way of doing this in the system already. We can look at the number of jobs assigned by using the views in the request list screen, but having it to hand when assigning a call would be useful.

Thanks

Graham

[Resolution Categorys]

I am also getting sporadic issues. Only seems to be with resolution. I was able to select the resolution category that I wanted however the system did not register my selection and when I went back to set it again I got a message saying that no categories were available.

I then checked the services manager and the resolution category level showed "no categories available".

Closing and reopening the system appears to have resolved it for now, but will become tedious if we have to restart each time we get this error.

[Resolution Categorys]

I have removed the request category and resolution category, as previously recommended, as a workaround and I am also now getting reports from users that when selecting the request category in the progressive capture stage that the categories do not appear at all.

We have this set as a mandatory field which means that users are unable to raise calls, and in some cases have had to cancel and restart the process six times in order to be able to raise a call.

Are there any other suggestions for workarounds or solutions available?

[Resolution Categorys]

Hi,

Just as a quick update that issue still seems to occur sporadically. I have users reporting that they can resolve some calls with no issues and on others there are no categories available.

Thanks

Graham

[Resolution Categorys]

Thanks for you help with this.

Hopefully we get a resolution soon.

[Resolution Categorys]

Hi,

Ive not changed anything but it does seem to have reappeared, however I am currently the only user that can assign a closure category to a call.

[Resolution Categorys]

Hi Victor,

Sorry but I do not follow what you mean in your post.

Not sure why this issue would appear overnight when it has been working perfectly fine for the last 2 months.

[Resolution Categorys]

Hi, 

This is happening for all services and means that we cannot assign a closure category when resolving the call.

Ive attached a screen shot of the request configuration screen.

[Resolution Categorys]

Hi,

Overnight our Resolution categories appear to have disappeared. If I into any of our services and go into Request Configuration the request category level shows as normal but the resolution category level shows the following message:

There are no categories currently available for selection.

These were working yesterday afternoon and no updates have been installed since then. The categories still show in the Admin system under System>Data>Profiles along with the request categories, but do not seem to be picked up by the live system.

Any ideas on how this can be fixed?

Thanks

Graham

[Original message lost when replying to emails]

Hi Gerry,

Thanks for your response. Do you, or anyone else, know if this is a feature that is being added in the future, as we find it very useful for audit trails and information gathering? Having to click the quote button each time we respond to an email is going to get tedious quite quickly.

Graham

[Original message lost when replying to emails]

Hi,

We have noticed that when we reply to emails from the Hornbill system (before logging them as a job) that the original email content does not get carried over, so if we have to ask for additional information from the customer we loose the original request information.

Is there a setting somewhere that would change this?

Thanks

Graham

 

["Quick Log Calls" functionality in Service Manager]

Hi,

We currently use Quick Log calls within Supportworks for calls that we have to regularly raise so that we can save time. Is there a facility for this within the Hornbill Service Manager system?

Thanks

Graham

[Change request priority]

Hi,

This has all been sorted, turned out that a dodgy decision node was the reason it wasnt working, the process never got that far.

Thanks for all the help.

[Change request priority]

Thank you for all your help with this. I am now experimenting with automatically setting the priority but cannot see to get this to work.

I have set the Priority to our default however when raising calls it still leaves this field blank and I have to do it manually.

Any suggestions?

Graham