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Geoff Soper

Hornbill Users
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About Geoff Soper

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  1. I am trying to join our procurement and finance teams up with the information stored on the CMDB and it would be really helpful if the following fields were added to the financial properties for assets. The fields are required as part of the information we need to supply to GDS (https://www.gov.uk/government/organisations/government-digital-service) Assurance Level Spend Category Contract Tiering
  2. Any chance that this can be increased, the current limit is 64 chars? I have a number of software applications that are over 80 chars in length when attempting to import from SNOW License Manager.
  3. I have a number of issues around the current implementation of Services. This may be partly due to how we have set the portal up, with just 5 icons available for our internal customers - 1. What's not working, 2. Request Something, 3. People, 4. Information and Advice and 5. Security, but not wholly. 1. Whilst enhancing our progressive capture there is no way to assign a service (that is recorded in the Service Portfolio) to the call 2. You can however link a service manually. Custom fields have been added to our incident process to record start, end and total outage of the serv
  4. We have a number of measures and widgets that have to be updated routinely when staff leave or move to different teams within IT. If a column could be added called h_createdby_teamname this would make a lot of measures/widgets easier to maintain and less admin when we have any staff changes. Existing: h_requesttype IN ('Incident') AND h_createdby IN ('AVAUG', 'TJACK', 'REDWA', 'ASALV', 'ROSMO', 'AHOLL') Proposed: h_requesttype IN ('Incident') AND h_createdby_teamname IN ('Service Desk')
  5. Following the update yesterday we are still unable to carry out global searches and link calls.
  6. That's fine, thank you both for the analysis - I never make any changes on a Friday :-)
  7. Dave, It is the latter. See BPM workflow below - to me it looks as though everything is logically in the right place, but it I need to move the Start Resolve Timer to later in the flow - thanks
  8. Dave, This is an example of one of the rules - my team didn't create any of the rules - this was part of the implementation provided by Hornbill. Thanks Geoff
  9. Dave, The priority is not set via the BPM process - this is a manual step along with category and assigning the call - when these 3 steps have been completed the response target is set and the the resolve time is calculated, which is where our issue is. Thanks Geoff
  10. Please see screenshot below of the settings for the 'Start Resolve Timer' Do I add the following ?
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