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Ann-MarieHolloway

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Posts posted by Ann-MarieHolloway

  1. Hi @James Ainsworth

    Apologies for the delay in getting back to you.  I don't appear to have the same options to add group access

    image.png.7a04299280026b60b4a7e2aa7babe984.png

    And the default categories are set, but are not selectable in tickets

    image.thumb.png.f7a2f43f4b8338ead9185d48ef8ef3fc.png

    I feel I may be missing something obvious as the categories were available before raising this topic

  2. Good Afternoon all,

    We are no longer able to update the time spent on Incidents and Service Requests in the New UI Preview mode or normal mode.

    The icon has changed to yellow and there are no categories to choose from

    image.png.fd34fb281d0ff80e24f605d197f7c195.png

    I have had a look, but don't see any information on updates that could cause this and we haven't made any amendments in our instance.  Is anyone else affected?

  3. 16 minutes ago, Steve Giller said:

    Their Manager (as recorded in Hornbill) will be able to see their Activities from the "My Activities" screen, by changing the dropdown to User and entering the User's name.

    image.png

     

    Ahh, I am the Manager, however I only have 2 options in the User drop-down and I'm unable to add to it image.png.61d2f0d19cb4a5f45140f21a6d55c27e.png

     

  4. Hi all,

    Hope you are all well.
    I have a member of staff who has left the office, therefore wish to remove their Hornbill licence, however a funky new feature is telling me they have 2 outstanding Activities.

    Is there a way of identifying the Activity, so that I can re-assign it and resolve it?

    Many Thanks and Merry Christmas to everyone 🎄

  5. Good Afternoon All,

    I always found Hornbills YouTube videos really useful during our set-up, obviously they are a little out of date these days ie 

    Therefore, I wondered if you will be creating any Academy courses based on the info we used to get from these videos?

    Have a great week all,
    Ann-Marie

  6. On 24/10/2023 at 12:32, Gerry said:

    @Ann-MarieHolloway

    I am not sure the current platform has this capability, it may do, someone who knows the system will most likely provide a much better answer than I. 

    As an alternative thought, we did think about possibly some form of integration with Hornbill such that, when a user of the academy is registered, they are associated with their instance, and, we could on theory make their course completions and learning path(s) visible in their profile on Hornbill, which in turn could make it possible for their manager/others as required to see that information.  Does that make sense?

    Gerry

    Hi @Gerry that would be great, kind of like the Hornbill Achievements icons we associate with our analysts?
    Everyone loves a badge 😊

  7. On 09/10/2023 at 10:05, CraigP said:

    Hi @Ann-MarieHolloway

    This has been a frustration for our organisation too. However this thread brought it to the forefront of my mind again and I had an idea that I'm now currently trialling.

    I'm not sure if you are using these for something else, but there are custom attribute fields on the user accounts. I've used one of these fields to store the group ID of the "default team" for users who have multiple teams.

    Now in the BPM where the owner is assigned, I've first included a "Get User Custom Attributes" node (SM > Application > Users) and then a decision node with a branch checking if the "default team" Attribute field is set. If it is set then it assigns to the user and the team using the group ID in the attribute field, otherwise it just assigns to the user as normal (which will default to their first team alphabetically).

    Obviously you need to make sure you don't put anything other than a group ID in that attribute field on any user accounts, and I suppose it's possible (as Steve pointed out above) that the team you have in the attribute field doesn't support the service the request is in, but for us that is not currently a problem because we don't have any users in multiple teams which support different services.

    Hi @CraigP this is really useful, thank you.
    I'll give it a go with my team and if the rest of ITSM agree I'll roll it out to all analysts.

  8. Hi @Steve Giller,

    Apologies for the omission, the Home Organisation field is in the User Information under 'Details'

    image.png.8876be4984b8a28bf134feec404bf7d2.png

     

    There is also a Set Home Organisation button on the Organisations tab.

    image.thumb.png.fda68e42bc44f060c8d2452be8a5fe5f.png

     

    It doesn't seem to matter which order I add this users teams, the home team always appears at the bottom of the list, whether it's added first or last.

    But the picker always chooses the team at the top of the list.  Therefore when this type of call is created, it automatically assigns it to that user, but in the wrong call queue.

  9. Hi Hornbill Experts,

    I have a query and can't find any related topics on the forum.

    My query is regarding analysts who create a call via a workflow that uses the following in a node:
    &[global["flowcode"]["customer"]]
    &[global["flowcode"]["createdBy"]]

    When the call is raised the customers team is set by default, which is fine unless that customer is a member of a number of teams within Hornbill.
    Is there a way to set a default team to ensure their call comes to our call queue?

    The Set Home Organisation is greyed outimage.png.5753c4061b3d9294e0ad88a983f3cc58.png

    And I am unable to set it on the Details page

    image.png.e563dc693437c083ad37661d0e374fb2.png

    Many Thanks for any assistance
    Ann-Marie

  10. 57 minutes ago, Steve Giller said:

    If the emails aren't arriving, they can't be routed, so possibly.

    If the emails are arriving but are not being picked up as expected, please review Routing rules do not process emails and Routing rules do not raise requests from emails or apply emails to requests and post a new thread if these do not resolve your issues.

    It looks like it's linked to the Microsoft issue with IMAP4 as emails into our Hornbill instance are not updating calls.

  11. @lee mcdermott Microsoft have released an alert:

    User impact

    Users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online.

    Title: Some users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online User impact: Users may be unable to access their mailbox using the IMAP4 connection method within Exchange Online. More info: All other connection methods are unaffected by this issue. Current status: We've identified that a configuration issue within a recent change to enhance the IMAP4 connection method, is inadvertently causing impact. We're correcting the configuration issue to resolve impact. Scope of impact: Impact is specific to users hosted through the affected infrastructure and may impact any user attempting to access their mailbox using the Internet Message Access Protocol (IMAP4) connection method within Exchange Online.

    Root cause: A configuration issue within a recent change to enhance the IMAP4 connection method, is inadvertently causing impact.

    Can you switch to POP3 in the meantime?

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