Geoff Soper
Hornbill Users-
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Enhancement Requests
Everything posted by Geoff Soper
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Yes - this has fixed it - Thanks Steve
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Hi James - I only see 3 reports, but I get emailed my monthly reports that I need to amend, but can't see any of them - we have a lot more than 3 reports. This is all I can see and two of the reports were created yesterday.
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Is there a way of identifying a customer's assets during the progressive capture and able to select one? Thanks
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On attempting to create a report from h_itsm_requests - this table is no longer selectable from the drop down - which table has this been replaced with? Thanks
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Hi, I am trying to tidy up some of our asset that have dates in h_annual_maintenance_review_date, but I cannot manage/see any asset types with this attribute - am I missing something? Thanks
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Thanks both - for some reason I just couldn't see them yesterday
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Hi, I have managed to use the translations, but can't find static, u position or u height anywhere - can someone point me in the right direction? Thanks
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Is there any way to find out what the call abandonment rate is?
Geoff Soper replied to Geoff Soper's topic in Service Manager
Thanks Steve - I was looking to cover all the bases by looking at staff using our self service portal, start raising a call, but don't actually raise a call. -
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
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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 service - but there is no functionality to associate this outage to a linked service 3. Service outages can be recorded in the Service Portfolio when you change the status to unavailable or impact, but there is no way to add missed outages or incorrectly recorded outages. Solutions to all 3 issues would be appreciated as service availability reporting is essential to any ITSM function.
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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')
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Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
@Victor any progress with this issue? thanks -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
@Victor any progress with this issue? thanks -
Service Manager Update 1383 - Analysts unable to search
Geoff Soper replied to Ann-MarieHolloway's topic in Service Manager
Following the update yesterday we are still unable to carry out global searches and link calls. -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
Hi Victor - any progress on this? Thanks -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
That's fine, thank you both for the analysis - I never make any changes on a Friday :-) -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
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 -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
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 -
Resolve by dates not calculating as expected
Geoff Soper replied to Geoff Soper's topic in Service Manager
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