chriscorcoran

Hi, I'm exploring the advanced analytics reporting. I'm trying to create a couple of measures and struggling to get the data I need. Does anyone know what settings I need in each measure in order to get the following data? The first one is, number of calls per week by call category. Number of calls not updated in the last 2, 5 and 10 days Any advice appreciated, thanks!

@Victor all working now, thanks! I decided to remove the first 2 nodes. All sorted. Thanks again

@Victor Thanks. I will give it a test run on one of my processes & feedback, thanks for your time on this.

@Victor Hi, basically our processes are all the same, calls are raised and assigned to servicedesk so they check the details, they then assign to the team, in this case Luminate team, then someone in the team takes ownership. The same for a manual email, teh call is raised and then assigned, which goes direct to the servicedesk team. All the BPM are the same the only chnage I made here was adding the slack integration and chnaged node2 in your picture form servicedesk to luminate team. This meant that call routed from email woulod be redirected to the luminate team. Thanks Chris

@Victor yes

@Victor thanks. We do create calls manually as well so they go to the servicedesk team first.

@Victor thanks Victor. this process is different from my others in that when a call comes in from the routing rules it gets automatically assigned to the Luminate team, bypassing the servicedesk team. It just seems that it assigns or notifies the team twice. I can't workout which node it is that sends the notification again.

Hi @Victor, I'm struggling to work out why the team get notified twice, can you see where I'm going wrong? BPM attached. incidentdeltaluminateslack.bpm.txt

@VictorHi Victor, the new rules are working well, the only issue I find is that the team are getting two automated emails when an new call comes in and it follows the email routing rules. Is it because the first part of my BP was originally sending to service-desk, now I have changed that to the team in question? . Is there away to stop the first email from going?

I may have touched on this before, but is there an easy way to find out how long a call was logged to resolve. I have produced reports using tasks where I get teams to record time spent but I want a rough idea of how long a call was open to resolve for teams that don't record time. I have logged date and resolve date so I guess I could use a formula to work out total time? Thanks Chris

@Victor hi my routing template is using raise NewRequest which is why new calls raised are being logged as SR numbers do I need to choose log or update incident in order for emails to be automatically raised as new IN? Thanks

@Victor thanks, I seem to be getting somewhere now. One last qauestion I was basing this on a routing rule of subject = 'test' now I want to base the rule on coming from and email address, does that follow the same format so for example if the email was coming from would it be fromAddress = 'exanple@domain.com' Thanks

@Victor yes all of our BPM's follow the same rule of first being assigned to servicedesk for data checking then they assign to the team.

@Victor thanks, yes its set to the the correct team. I have to go to the call to manually assign. I suspect the BPM needs to be changed? routing.pdf

@Steven Boardman @Pamela Just an update for you both. I'm testing a basic routing rule which does seem to work as it creates the call and assigns to the correct service and priority but I can't get it to assign to the second line team. Does it follow the services BPM process once logged? As it only seems to go to the first line desk. I would like it to go straight to the team so that they get notification a call has been raised as well.

@Steven Boardman @Pamela Both many thanks for the information above, I will have a play and see how this goes but looks very promising and makes good use of the hornbill system. Thanks again!

Hi, we are about to launch a new product to our customer and with it we want to capture all issues during the training\bedding in period, during normal hours this is fine but out of hours, our servicedesk is closed. I'm thinking if we setup a separate email address and hornbill mailbox would it be possible to automate call logging so that the ticket is raised automatically out of hours? as anything hitting this mailbox would be assigned to the same categories and team each time, I need to make sure that out of hours calls are assigned to a 3rd line team so they would get notified by email. I do have a plan B which is just create a shared mailbox with a distribution group to third line and then service desk staff can log calls in the morning, but just wondered if anyone does anything clever with Hornbill. Any thoughts? Thanks Chris

@BenKeeley do you know how to show the retry button next to the HUD? I can't see it on mine. Thanks

37161 2018-03-12 08:11:29 error comms 9096 FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/assignTeam): nodeName: Invoke Flowcode: Assign; nodeId: c0a752d7-936d-439c-8d54-de2011101914; At 352/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:assign] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/assign): nodeName: Already Assigned to Team?; nodeId: a41c9ed6-2eae-4d0b-ae02-efac08d92e78; At 476/1: "Uncaught TypeError: Cannot read property 'h_fk_team_id' of undefined" throw(e); _fc_node_exec_a41c9ed6_2eae_4d0b_ae02_efac08d92e78" throw(e); _fc_node_exec_c0a752d7_936d_439c_8d54_de2011101914

Same issues here

@Bob Dickinson Thanks! this is what I was after. Appreciate the help on this. Chris

@Bob Dickinson thanks Bob, attached Chris moira---all-moira2-calls-and-time-taken---copy.report.txt

@Bob Dickinson Thanks see attached. Chris

Hi, I have a report that shows all calls with the amount of time recorded on and activity 'time spent' the only issue its it doesn't pull back calls where users have not recorded time spent. Is there away to include all calls if time spent wasn't added by the user in the activity. Below is the filter I'm using Thanks Chris

@James Ainsworth thanks for this. What would be really helpful would be to have services linked to priorities. At the moment our priority list is massive and although we have chosen a service when we log a call we have to go through a long list of priorities and in some cases 1st line staff are selecting the wrong level which means a call doesn't follow the BPM. Do you know if that is something that is also in the pipeline?