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Kelvin

Hornbill Users
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Posts posted by Kelvin

    Advance notice of scheduled HSM updates please?

    in Service Manager

    Posted

    Just to add my thoughts.

    I am happy for changes to be made without prior notification, is there any way that when changes to interface occur that we can get some sort of notification. Not sure how this would be best achieved. I know there is Harry but as I don't routinely log calls so this does not always work.

    Example. Recently there was an update to how the add assets within a request have changed. (I really like the change) however I had a new starter learning the system working through some training guides but our documented processes did not match the actual screen. If I had seen a notification I could have corrected these guides.

     

    Changes made on a particular day

    in Reporting

    Posted

    @Bob Dickinson

    Thanks for your reply, yes still a requirement. I am being asked that on a particular date or date range, for all hornbill changes. 

    example 1

    A member of staff have said they updated a request on a certain date, it is not on the expected request so I need to check that the information has not been recorded against another request by mistake.

    example 2 

    An IT analyst takes 50 calls in a day but no new calls are logged (only existing requests were updated.) my suspicion is that they have just not logged the calls. I need to be able to see all the request the analyst updated.

     

    Unable to log or open any requests

    in Service Manager

    Posted

    We are unable to log or open any requests. 
    Error msg on logging ticket - The was a problem registering the business process for this request. Please contact your system administrator.
    Error msg on opening a request - see attachement

    Capture.PNG.96e32f34e3d0e3c406c83a66ed299b22.PNG

    Also logged with support

    Reference: IN00154551 - Summary: Unable to log or open any tickets - Raised on: 2019-01-23 08:00:03 (BST)

    Name Changes - Advice

    in System Administration

    Posted

    @victor

    Thank you for your response.

    I understand the unique ID and that is fine we will have to find an alternative way for Hornbill users however we change the User ID on every one of our systems when a user has a name change, the old usernames are never reused.

    We are about to set up Single Sign On with AD Connect and it would interesting to see what happens when the AD account changes.

    Name Changes - Advice

    in System Administration

    Posted

    @samwoo thank you for your experience. 

    Unfortunately when a user has a name change here we systematically change their username on each of our systems. This would then cause us issues as Hornbill would be the only account that would still have the old username.

    Hopefully someone at Hornbill will be able to offer a workaround.

    Firewall - Linked Sites

    in System Administration

    Posted

    I am not sure if you are aware that the NHS Internet Gateway has been flaky at best over the last couple of months.

    In order to keep operating at a reason level of service we have rooted Hornbill Traffic though an alternative internet connection. This partly works but I believe that there may be some references to other 3rd party sites within the source code (for example <link href="https://fonts.googleapis.com/css?family=Roboto" rel="stylesheet">) which are still rooted through the NHS Gateway.

    Do you have a list of these 3rd party link so that these could also be added to our firewall.

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