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chriscorcoran

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chriscorcoran last won the day on May 7 2017

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  1. I think I may have resolved speakig to the service desk team, they have not been taking ownership of calls when they are resolved. When they have ownership they get notifications from email and the bell alert. Human error.
  2. sorry spelling mistakes above I think this has been thrashed out a few times on here. Is there a way to set a notification to servicedesk staff if a customer has replied back to a resolved call. I know the lsit turn yellow to show an update but the team still do miss things. I'm not fussed about it when a call is closed.
  3. I think this has been hrashed out a few times on hear. Is there a way to set a notification to servicedesk staff if a customer has replied back to a resolved call. I know the lsit turn yellow to show an update but the team still do miss things. I'm not fussed about it when a call is closed.
  4. I have found the issue. It was our email system blocking the attachment. Havin released the email it now pulls through.
  5. Hi, I'm having issues raising a request from an email in the inbox. When I get to the part where it shows the description it just shows the following message, rather than the full email content. I suspect it might be email length and I use to be able to trim footers etc but I dont appear to now. This attachment is being processed. Please wait. Quote C1901CBA69E7D if contacting support
  6. Ignore me, i was missing a manage rule! doh. Not created an SLA in a few years, my excuse anyway
  7. I have created a new service level, linked it to the service portfolio, eveything looks fine, but when I pick the priority, it doesnt pick up the service level, what would I be missing?
  8. @Steve Giller good point. I have removed it for the business process concerned. Thanks
  9. One of our analysts pointed out the the first time fix stamp in the audit trail shows as written from the user rather that the HB system like other automated processes. Is it possible to change it so that it comes from the system rather than the user?
  10. @Steven Boardman ignore, one of my form ID's was wrong. sorted for sure now
  11. @Steven Boardman I thought this was working but when I choose the option creating the request it drops the results in to the questions section of the call rather than the custom field in the details
  12. Thanks @Steven Boardman so just doing a quick test, my h_custom_q field has the following options In the intelligent capture custom form I have the following selected When running it the option it gives me are different?
  13. I have a custom field used in request\incident details section called 'origin' it’s a drop-down selection. Is it possible to add this to the intelligent business capture process when raising a request?
  14. I had this working once @Steve Giller but only showing blanks again. Any other thoughts. HB report still shows correct data.
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