chriscorcoran

Hi Does anyone know if there is a total call duration I can report on? Thanks Chris

Hi I need a way to be able to print out all the calls records in a view, the print has to be the complete timeline, caller details etc, is this possible? I can each one individually but its very time consuming. Thanks Chris

Hi I have a report that runs between two dates looking for all open, on hold or closed tickets, but I also need to check to see if there were any calls that are still open from a previous date that are carried over. So example, I run the report for all calls open between July 1st to August 30th Then I need to check for any open calls between March to June 30th as these need including in the report. Is this possible? Thanks Chris

Morning all, I'm trying to come up with the best solution to allow Project Managers to create a simple report per customer based on their service. The requirements are, date select, choose customer then display all, open. resolved, and closed for the date and customer selected. I have done a report that will show all calls for the service in a date range, but it would be good if when you run the report you could select the customer\Organisation ID is this possible? PM reporting.pdf

Excellent! Thanks.

Hi Is there a way to add a field or another way of logging time spent on a call? Ideally at the resolved stage? Or would it be an activity? Thanks Chris

On another note where do I change the wording that comes up when I change the priority thanks

Thanks James.

OK thanks David, would it be worth a trigger in a future release to notify the team by email if the priority is changed? Ideally we need the ability to escalate a call and let the Manager and the second line staff\Team know that a customer has escalated the call to a higher priority. Thanks Chris

Hi Does anyone know how the escalation icon works in calls? When I select a new priority and select team it doesn't send users an email to notify them, should it? if so where do I need to set this in order to get it working? Thanks Chris

OK I understand so basically we would need a new task if we wanted the timer to work again. Thanks

Thanks both, yeah basically we have a call task that the service desk analyst can reopen a call. It seems t be once the call is reopened then resolved again the timer which automatically closes the call stops working.

Any of our current BP's have this behaviour, thanks

in our current business process calls that are resolved have a timer to close automatically after a few hours, if the call is reopened before its closed and then resolved teh timer does not work. Any ideas how I can get the timer to close reopened resolved calls. Thanks Chris

OK thanks for the response Bob

When an email with attachments is sent to Hornbill, it appears in the support log, but the fact that attachments are present is not indicated anywhere that I can see. If I use "Show more" to see more of the email digest, there is still no indication of attachments.Only when I select "More actions" -> "View email" do I see that there is an attachment present. This failure to indicate at the top level will make hunting for attachments that are known to be presentsomewhere very time consuming. The addition of a per log entry icon in the top level view (which I assume would automatically be inherited by the "Show more" view) view would resolve this problem.

Hi Steve, thanks for the reply, We have tend to have priorities based on each service (Service Low, Medium and High), when I come to select a priority I can see all the service priorities see attached rather than just the three related to the particular service. Example We have a service called CCF which has three priorities: CCF High, CCF Medium, CCF Low if I select the service CCF I would like to just see these three not the Low, Medium and highs for all services. Hope that makes sense, Chris

We have a number of times where we need to move calls from one service to another is this possible? can anything be configured in the business process to switch to another service is a mistake is made? Thanks

Hi Is it possible to link service to priority? Thanks Chris

Hi I get the same issue, the node works as it wont resolve until a closure category is selected but then wont resolve only allows to close call. I have tried in front of the node request resolved and before, same results, Thanks Chris

Hi how do I make fields like resolution mandatory and closure category? I can makes fields mandatory in the progressive captures but not sure how with a BP. Thanks Chris

Is it possible to make the closure category a view able column in views?

Hi Bob What I need to show is all calls logged for a specific service and the time spent on the call. I can get time spent from the update customer activity we have but it shows the same call about 50 times. Thanks Chris

Hi I would like to add the text into the body of the email that service desk analysts get to say customer has updated call by email, does anyone know which variable will show what the customer has entered? Thanks Chris

Thanks both for you replies, sorry should have mentioned I knew it was from SQL but just wondered if it had been picked up and fixed and you have answered that now. Thanks again Chris