Ann-MarieHolloway
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Enhancement Requests
Posts posted by Ann-MarieHolloway
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Hi Hornbill bods,
Has anyone else noticed that the time is out by 1 hour when you export a View into Excel?
I have selected Call Number / Summary / Owner and Raised On columns and the date is correct, however the time is 1 hour behind.
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Good Afternoon,
Our Service Manager mailbox doesn't appear to be receiving emails. I can see the last one was received at 17:25 on 12/08/20.
Not sure if it's something to do with yesterdays update so wanted to check here first.
Thanks all
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Amazing, thank you!
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Good Afternoon all,
I have had a look at the Wiki instructions on how to add folders to a Service Manager mailbox https://wiki.hornbill.com/index.php/Email_Folders however I'm stuck at the first stage as I don't appear to have the new folder icon
is this maybe a permissions thing?
Many Thanks
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On 7/22/2020 at 11:15 PM, James Ainsworth said:
You may notice that on the template these two lines are highlighted with a grey background. These are actually for the different types of customers - user and contact. User being an internal user and a contact being someone external to your company.
This highlighted text is because they have conditions set against them. You don't actually need to remove either one of these. The line will only show if the selected condition is met. In this case the customer type 0 refers to an internal user who would access the request through the Employee Portal and the customer type 1 refers to a contact who would access the Customer Portal. These ESP Conditions can be extremely useful as you can add a lot more conditional information to an email, depending on who the recipient is. You can view the existing condition by clicking anywhere within the highlighted area and then click on the ESP Condition Properties button
I hope that helps,
Regards,
James
Just another quick query, is this notification also made available to Connections?
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Thank you @James Ainsworth for your indepth and helpful response. I will make a note of it for future email templates.
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Hi Hornbill folks,
We are about to enable the CustomerTimelineUpdateNotification and make it available on our Services. I have noticed there are 2 hyperlinks in the email notification
https://live.hornbill.com/<instance>/servicemanager/selfservice2/request/{{.H_pk_reference}}/
https://service.hornbill.com/<instance>/servicemanager/request/view/{{.H_pk_reference}}/
Which I'm assuming are 1 for analysts and 1 for basic users and this is how it was sent, before I added our instance to the hyperlink. Now each user gets both hyperlinks and I'm wondering if that is correct?
Also, if a Connection is added to the ticket, do they also receive the notification email to say the ticket has been updated?
Many Thanks
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On 6/22/2020 at 9:31 AM, AndyGilly said:
can I please propose a enhancement to the connections functionality
through a allocated role could a self-service user add their own connections to a ticket using the my requests widget??
this would stop the need for a phone call to the service desk
+1 from me too
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14 minutes ago, Deen said:
@Ann-MarieHolloway you instance should be updated also now..
Yes, all working correctly thanks everyone.
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Thank you @Deen my apologies, I know it's how long is a piece of string and appreciate your assistance.
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1 hour ago, Victor said:
Will be. Unfortunately this fix cannot be deployed on all affected instances at once so some will be restored sooner than others...
Hi @Victor do you happen to have a timescale for the roll out of the updates
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2 minutes ago, Victor said:
@Ann-MarieHolloway please subscribe to https://status.hornbill.com/ where we post major incidents such as this one and you will be automatically notified of updates. FYI anyone else.
Thank you @Victor I had subscribed, but then changed my name and forgot! I have now re-subscribed
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20 minutes ago, David Hall said:
@Ann-MarieHolloway The fix for the specific error mentioned by Daniel in the post is for those who have already just updated to the latest update of Service Manager and have not performed an application reload manually, the subscription issue is an entirely separate issue that is being investigated right now.
Kind Regards,
Dave
Thank you @David Hall I'll leave you guys investigate and keep refreshing the page for updates.
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Just a query, as my Change Team are reluctant to install any updates at this point.
Does the update fix the subscription issue?
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Hi @Jeremy Yes, that would work! thank you.
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Hi @ArmandoDM thanks for your response. We have this setup already, but we have a..........................................................eager Problem Manager who likes to know everything as it happens, so I was wondering if we could enable a notification for impacted or unavailable Services.
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My apologies for the daft question, but is there a way to switch on a Notification to identify when a Service Status has been amended say from Available to Impacted?
Many Thanks
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Brilliant, thank you @Victor hope you are keeping safe
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Hi all, Happy Friday.
Is there a way to export the list of organisation types/groups from Service Manager to say a .csv or .xls file?
A user has asked for access to a number of teams, but doesn't know what they want access to and I'm trying to demonstrate all possibilities. There is a post here
that seems similar, but doesn't really answer my question.
Many Thanks
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Good Morning,
We are finding the Publish icon really useful in getting users to click the Me Too button when they have common issues.
Is it possible to have the publish icon on Incidents too, no just on Problem and Known Errors?
Many Thanks
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Good Afternoon,
Hope everyone is well and keeping safe.
I have had a quick look through the various queries involving Service Manager and Google Chrome but can't find anything similar. A member of staff has attempted to update his call via the self service portal by adding an attachment (not a large file) via Chrome and received the error
however, it worked perfectly find in IE.
I tried the same thing on my machine and it worked, so not a major issue but wondered if there are discrepancies with versions of Chrome v Hornbill or if this is simply a cache issue.
I am using
and everything works well. Just asking the user to check their version.
Many Thanks
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Good Afternoon,
Hope everyone is safe and healthy.
I have been looking at the fields within the User Account and wanted to know if it is possible to add to the Availability listIs it possible to edit the list? I have had a quick look at the WiKi pages, however the section for Availability doesn't have any other options - https://wiki.hornbill.com/index.php/My_Profile
Many Thanks
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Brilliant stuff, thank you @Deen and @David Hall I thought I would bring it up on the Forum before raising a call, just in case someone else had raised it.
Stay safe
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Good Afternoon,
We appear to have issues adding time onto Incident tickets. Other types of ticket are working correctly, however it is not possible to add time to an Incident.
The icon is available in the call update, email, resolution and close stages and will allow you to add time, however the timesheet icon does not appear on the ticket.
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is this maybe a permissions thing?
however, it worked perfectly find in IE.
and everything works well. Just asking the user to check their version.
Time is 1 hour out when exporting View to Excel
in Service Manager
Posted
Thank you James, I will pass this along to my team.