[Service Level not being picked]

Ignore me, i was missing a manage rule! doh. Not created an SLA in a few years, my excuse anyway

[Service Level not being picked]

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?

[First Time Fix - Timeline Auditing stamp]

@Steve Giller good point. I have removed it for the business process concerned. Thanks

 

[First Time Fix - Timeline Auditing stamp]

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?

 

[Adding custom fields to intelligent capture]

@Steven Boardman ignore, one of my form ID's was wrong. sorted for sure now 

[Adding custom fields to intelligent capture]

@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

[Adding custom fields to intelligent capture]

@Steven Boardman good catch, sorted, thanks!

[Adding custom fields to intelligent capture]

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?

 

 

[Adding custom fields to intelligent capture]

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?

[Create a drop down field in the call details section]

I had this working once @Steve Giller but only showing blanks again. Any other thoughts. HB report still shows correct data.

 

 

[Create a drop down field in the call details section]

@Steve Giller thanks. I have run the report in hornbill and exported. I can see data in the custom q feild which is correct, so its populating. When selecting it in PowerBi I just get blanks.

[Create a drop down field in the call details section]

@Steve Giller All of my new fields work and pull thourgh to Power bi, the drop down list field I created only shows null in my report not the populated source filed from the list, any ideas?

 

[Hornbill down?]

Its back

 

[Hornbill down?]

Unable to access the page

[Create a drop down field in the call details section]

How do I add a dropdown field in teh call details design section. I can create one but not sure on the option to populate choices.

 

[First Time Fix - Reporting]

Sorted, it started to show once it was applied. Thanks

[First Time Fix - Reporting]

I'm just seeing Null in the report column in the csv from HB I do see Yes and No

 

[First Time Fix - Reporting]

@Victor I have included FTF in my BI dashboard but its not pulling any data back. If I run the report direct from HB I see Yes or No in the FTF Column. Any ideas?

 

[Raise new type]

I think the team were looking for something to come through like a monitoring alert, so disk nearly full on a server, so resolved before it becomes an incident.

[Raise new type]

@Steve Giller agreed. I suspected as much, I will feedback to the team  

 

Thanks

[Raise new type]

Is it possible to create a new raise type in the drop down? For example we want to create one for raise new alert

[First Time Fix - Reporting]

thanks @Victor 

[First Time Fix - Reporting]

I have setup First Time Fix in Hornbill,  and I report service desk stats through a PowerBi Dashboard, is there a field for FTF and pull into my power bi dashboard?

[Raising a Request from email does not populate the Summary and Description]

same

[First Time Fix]

@Steve Giller Nothing