Shamaila.Yousaf

Thanks Daniel. I am definitely entering the correct tag. If I am in the library and use the filter on the left hand side then the documents under that tag appear. However; when I use the filter at the top of the screen when in another screen the documents do not appear. I hope I have clarified myself clearly. Regards

I have tagged my documents in the library accordingly. however; when i do a search under a tag - no results appear? Can anyone assist me please?

Excellent Bob. I am only interested on those assigned by my own team. On another note, are there any training videos on widgets, reports, measures? I would like to know more about these features:) Thanks again!

Thanks for the above Bob. I require the 'assigned' I take it that this field does not exist? I'll check if a standard report can give me this information. Regards

Thanks Bob, it was the date range I was referring to. Now works a treat - thanks. The only issue I require resolving is the Self Service, need to know what to group on to locate who my end has picked up the call. I can not group by assigned by?

It didn't work due to an error my end. All sorted now. Can anyone assist in what to group on for Self Service, I need to find out who has assigned SLA from our end. Created by shows the customer who has logged the call. Thanks again, I have created my very first widget:). regards

Thanks @Bob Dickinson above is very useful. I am now trying to arrange a date range setting, details have been entered but no results occur. period filter: use date range setting date column: date logged (h_datelogged) sample from & to selected Thanks again for your assistance.

Thanks @Victor the call was not created by System Autoresponder so will have @DeadMeatGFor @neil hutchinsoncheck the settings in the progressive capture as you have mentioned above. Regards

I have not had a response to the above, so I thought I would expand on this. Thinking about my original request, what I would be better doing is creating a 'view' rather than a report? Any ideas how I go about creating a view based on the text in the timeline. Calls logged by analyst via Email (this should show me what I need. I have tried 'contain's in description text and does not give me the results i need. The above will allow me to pick up my teams assigned SLAs as well as my team's updates. I am sure someone must have enquired about this previously, my aim is to ensure that the team is assigning the correct SLA and also allows me to see the number of calls logged by Email. Regards

Thanks @Victor, I assumed that as it did not appear under the 'attachments' section that it didn't exist in the call. I tried to locate the original attachment via the 'Details' section however; this did not appear with the 'More' Option. After reading your email (properly) you are correct it appears on the very first timeline where it specified 'Request has been logged from Email by: ****' the 'More' option was displayed and choosing the 'View Email' allowed me to view the attachment. Any ideas why this may not have been automatically added to the 'Attachment' area as mentioned by @SJEaton it would not be easily seen by the call owner. At least this saves my team from having to saving the attachment locally and manually adding to the call. I'll communicate this with my colleagues in case an attachment appears missing. Clarification on the above would be great though. Thanks in advance.

I have bitten the bullet and uploaded my first document on the library and shared this out to the appropriate colleagues. My question is, excuse me if this is a silly one.. is that the file I have shared is one uploaded from SharePoint. If I review the file and make any changes, will the changes be uploaded in the Library only?Also, if the file is deleted from SharePoint will it still remain in the Library? Once I know more, I can look into uploading as much documents as possible. I can see this being a great feature!.. Thanks in advance.

Sorry to jump in here, we use Skype for Business too and will gratefully benefit from having this available also. Regards

Hi. We have noticed in the past couple of days that attachments received by email are not being added to the call automatically. Analysts have had to go back into the call and manually add. Has anyone else had this issue or is it a change we need to apply our end? Hope you can assist. Regards Shamaila

Hi All, I wonder if someone can kindly assist. I am looking to monitor my team's work. I have a view created for analysts Calls Logged and Calls Resolved. The Call

Hi All, I wonder if someone can kindly assist. I am looking to monitor my team's work. I have a view created for analysts Calls Logged and Calls Resolved. The Call logged only shows calls directly logged by analysts, so am unable to see what calls have been logged via the email source. I am looking to monitor the following for my team (which are not currently in the Reports) and wonder if someone can assist: Breakdown of calls logged by each analyst against each source i.e. face to face, phone & by email. Breakdown of calls logged via the Service Portal where my team has assigned an SLA Calls Updated Activities completed Total time spent per analyst on all the above This should allow me to monitor the above efficiently allowing me to be proactive and where possible to make the team aware of any changes recommended. Thanks for your time in advance and for all your continued support. Regards

@DeadMeatGF as discussed a couple of days ago, please can you look into the possibility of retrieving from backup. We need our board back, the team are lost without it:(. Thanks in advance! Sxx

Thanks @Gerry. I have definitely not deleted this. @DeadMeatGF, can you check if this appears in the last backup and can you please retrieve? Not having a great week...so far:(. Regards Sxx

@Daniel Dekel, Thanks for the reply. I should be the owner as it was myself who created the workspace as well as manage control of whom is a member. My current members have also confirmed that they can not see it under any of the sections either? So it's not visible and does not appear under any of the lists. I can see a delete key against my other workspaces, if this has been accidentally deleted would this appear in a particular section i.e. recycle bin? - hope this can be retrieved as this hold many useful updates which have been shared within our team. Hope you can assist further and thanks again for your prompt response.

No idea where my Service Desk workspace has disappeared to, I have refreshed the screen as well as tried another browser. I have checked in the Owned Workspace section as well as the Public just in case this has accidentally be moved. I'm hoping this can be retrieved. Regards

@Ehsan My board is back..., my colleagues have confirmed this also. Many thanks

Thanks Ehsan. It's called Service Desk Regards

Hi All, It's shameful to admit but I may have accidentally deleted a board which I created. I'm hoping you lovely people can assist in the recovery. I shared this out to my colleagues who have confirmed that they can no longer see the board also. I have been made aware by @DeadMeatGF that I am not listed as a member in the database, strange though as I created. Is there anyway I can recover this or would I need to recreate and add everything back on. Regards Shamaila

I can see there being advantages our end also.

I am aware that there have been previous posts about Hornbill working on the search facility. I am not sure if the issues I am having are due to the lack of know...I have tried 2 methods, and both do not give me the desired results. I along with many of my colleagues are experiencing issues with the search facility not giving us the exact results so here's hoping you can advise on the best method or confirm if works are currently being done to make our lives easier. Method 1: I am trying to do a search for all calls logged by a particular customer. I have added the name of the customer in the search feature at the top of the Request List, Select Requests, and enter the full name (surname incl). The search results are incorrect. It looks like it only takes into consideration of the forename and this looks like it's doing a free text search...so not really useful for the purpose I need it for as it brings up pages of searches all in a tabular format. Method 2: I tried adding a view i.e. selecting customer, then entering is, specify the name of the customer. This too does not bring up all calls logged under the customer. There are particular customers I receive queries from so can add a view for these, but in general one would not think it would be difficult to do simple searches against: Customer Name Location Asset also have the end results appear in a more user efficient way i.e. as it used to in Supportworks. Your assistance and advise is always appreciated.

One of the few things I miss about Supportworks is the Call Conditions. Would there be a possibility of having Call Conditions available from the 'Request View' List please? Regards