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J_Tamburrini

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Posts posted by J_Tamburrini

    Time spent on tickets

    in Service Manager

    Posted

    Guys,

    in support works there use to be a default time spent button on each ticket.
    Do any of you know if this is available to be added in service manager somehow??

     

    i would expect to see it in the update ticket field then with a total time spent on closing the ticket ....
    can this be added as a feature if its not already available as id like to measure my teams time spent on tickets to review skills gaps, issues. and costs 

    James   B)

     

    How many?

    in General Non-Product Discussions

    Posted

    So a question i have tried to find elsewhere online is what volumes are the norm for other service desk teams (1st/2nd line)

    We have 900 users , 5 Service Desk Analyst's closing both IR/SR
    My top analyst closes 200/250 cases per month to my lowest analyst 70-100

    I'm just trying to work out what others do so i can figure out the best target KPI number  to say they need to close per week/Month

    let me know :D

    PowerBi R script issues since latest update

    in Integration Connectors, API & Webhooks

    Posted

    On ‎11‎/‎29‎/‎2019 at 5:31 PM, Deen said:

    @J_Tamburrini @chriscorcoran Someone else reported a similar problem with Power BI script issues and the root cause was lack of TLS 1.2 support.  Our developers have now corrected this issue by adding support for TLS 1.2/1.3. If you use the updated files from the link below that may resolve the problems you are seeing:

    https://github.com/hornbill/rPowerBIHornbillDataSources

    Thanks Deen… however my team advise me: 

    "I tried this R script by followed the instruction given here but It’s not bringing data from hornbill, script does work for some reports but not works on others."

    Change request details- customer portal

    in Service Manager

    Posted

    Good Morning All,

    Is there a way to get the following fields on the details to show on the self service portal?

    I know that the summary and description fields are set to primary but i cant see how i would go about making the others appear on the customer portal ?
    we want to use this instead or building a form - however if not possible, i will transpose all to a custom form and  create our own progressive capture as we are currntly using the default.

     

    image.thumb.png.d50cde6358d195af89504998c630c4af.png

    • Like 1

    Catalog item not showing

    in Service Manager

    Posted

    Guys,

    I have created a service in the service portfolio. from the below you can see i have made sure  the CI is visible in the portals and are published.
    However in the customer portal it says no catalog item is set against it !?!

    I created a fresh TEST service and CI just to make sure and that didn't work either, however Samwoo tested his and and it works so i guess its localized just to me?
    I then added a new CI to another existing service and it shows up.... I suspect the head cold i have has gotten the better of me and i making a stupid mistake...?!?!<_<

    also important to note this error is only on the self service portal as we can rasie a ticket against this service and ci on the analysts side.

    image.png.3965ad168c3238ec44d182773b0453ec.png


    image.thumb.png.3aa65174a6e9fc377709263bd6da6a17.png

    insert image into email templates

    in Service Manager

    Posted

    Morning folks and Merry Christmas to you all

    Hopefully this is an easy one

     

    I want to add a banner "image" into one of my email templates.

    using the image properties can i point the URL to a location such as my desktop or network share where the image sits or does it need to be a web facing ?

    i did try to just copy and paste it but that didn't work either.... any ideas where i am going wrong on this?

    image.thumb.png.06a68e5fab2b73af27cfac876d2c4a6b.png

     

    Issue - Raise new Ticket function

    in Service Manager

    Posted

    Good Afternoon All,

     

    Does anyone else have issues with the raise new function.

    As a rule of thumb we tend to use the "raise new" button to open a new ticket, However if you use the drop down next to the raise new button you obviously get the ticket type to raise. If you use this option it seems to follow a different Progressive capture route.

     

    ITS REALLY WEIRD AND CONFUSING ME :blink:

    As you can see i am not using any out of the box BPM or P.C for this yet is still gives me two diffrent route depending on how i raise a new ticket ...????


     

    image.thumb.png.aa55440e3970d270fe25b85fe77961fb.png

    Default logged category

    in Service Manager

    Posted

    Scrap that i still need help as i need to add a condition in but not 100% sure what to add in.

    so the set request category you can see below is set to apply  "logged by email category" but is adding to every case as i haven't added a condition in.

    i only want this to be added to tickets raised by self service or email but i cant work out what to use for the decision s custom expression as i can say something like is sent from auto responder or self service

     

    hope this makes sense :huh:

     

    image.thumb.png.7316ad04de01be028cc650ff2c0ca5c3.png

    Round Robin Assignments

    in Service Manager

    Posted

    Good Afternoon All,

    Does anyone know if it is possible to set up round robin so that tickets are logged to the certain team members only,  We need the 1st,2nd, and 3rd line support teams to see each others stack to collaborate and pass cases between each other whilst making sure my guys in 1st/2nd don't cherry pick emails that get raised via email ro the self service portal.

    it seems a bit all or nothing i would like to ring fence the round robin to selected users

     

    James

    Default logged category

    in Service Manager

    Posted

    Afternoon All,

    I am looking for a bit of help with adding a stage into the BPM process but not sure how to get it to work.

    what i need is that all tickets that get raised by email get given a default profile category  ie "Logged by email"

    The service desk will then change it when they accept the ticket.

    Can any one provide an solution:huh:

     

    Thanks in advance !

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