Shamaila.Yousaf

thanks we seem to be a little more stable now. Regards

Please help - Could not initialise core data - Error code " sorry, you do not have permission to view this page" appears intermittently from Internet Explorer & Chrome. Any ideas? Many thanks

When a call is usually logged via portal/email/analyst the room location is specified under the 'questions' section. However; when a new request is raised via the routing rule the 'questions' section does not appear. I have clicked on the 'design' option to see if the field doesn't appear hidden but nothing appears under this heading. Can someone kindly assist me at all? Thanks for your continued support.

@James Ainsworth do you have an update for me please? I appreciate you are busy.

Result!

I'm inspired on setting a few rules our end also.. Our users usually reply back to the Service Desk mailbox to update a call - can we arrange a rule for all calls to be updated automatically? All replies back to the Service Desk contain the reference number of the call logged - example is as below: Re: New IT Incident ( IN00039743 ) What rule parameter would one use - subject? also what would the rule expression be? Your assistance would be greatly appreciated. Regards Sxx

Thanks @Victor for all your support and for the above, I will pick this up with @DanielRi on Wednesday when we are due to discuss. Regards Sxx

Thanks @James Ainsworth there is no checklist that i can see. Nothing is listed in the timeline or in the call itself?

Error occurs when completing the activity - message occurs for whomever is trying to complete the activity.

Apologies for the extremely late response on this. I have selected 2 incidents and the request actions only available are: Assign & add to board. The following options do not appear: Update, Resolve/Close, Priority or cancel. Any ideas why this may be please?

Just following up on this. Regards Sxx

We are in the process with creating a business process for mobile phone requests. As part of the process the details are sent to the authorises to approve or reject. I am looking to create a view for the authorisation reject and authorisation authorised however; the authorisation column is not listed - any ideas?

Thanks both for the info, I have checked the wiki out and i would need to add the custom column to the design of the form which will created an added challenge.

I have noticed that when you are in your created view and you click on the configure icon (cog) it appears with +custom column. Can anyone shed any light on what this is for? I have a staff leaver view created and would like to have the calls arranged in ascending order from the staff leave date. All details currently appear in the summary of the call. Not sure if this feature could work for me with this. On another note, if this feature is what i think it is it would be useful to have this available from the main request screen.

Can anyone help us with this at all please? Thanks

Hi Calls are being logged on the service portal by our users, I have has 2 calls where the message appears with the message below - never had this issue occur so not sure if something has been amended our end recently. If the user exceeds the limit one would assume that the system would mention this on screen and not allow the call to be logged. At present I can not get into these calls as the screen tries to load without any success. Let me know the best way forward so we can make any changes accordingly. Regards

Apologies, when I/our department moves over to the new board manager, would we delete the existing boards or archive it? Also, is there a timeframe when we should move across to the new board manager app? Just thought I would ask.

Hi there. We are getting some occasions where our users forget the calls they have logged and end up logging duplicate calls via the portal. All portal calls are assigned to the service desk to set the priority etc. It would be great if the service desk analysts could have visibility of 'open requests' when they pick up the portal requests to pick up any duplicates which come in and action them accordingly. We do make our users aware of how they can look at their previous calls logged and so is work in progress. Thanks

Thanks Victor, are there additional costs involved in having a report created? Think I may liaise with my Team Manager prior to proceeding. Thanks again. Regards Shamaila

Thanks for your help @Conor - Its greatly appreciated. Copying & pasting appeared with some results but when I tried making some amendments to include source type & our team name it appeared with errors - lack of knowledge my end. No worries though, I'll add this to my 'wish list' and will see if we can have Hornbill Support create this report for me under our support hours etc. Thanks again for your continued support as always. Sxx

Apologies, I'm not winning here

@Conor thank you, I will have to see if this works for me and will try the source type amended as you have suggested. So how do i access the h_itsm_request_team_assignment table to retrieve our data from? Thanks

Thanks @Ehsan , all resolved now. Shamaila