[On Hold Dates Show as 1970]

Hi

When a call comes of hold we see the date 1970 listed in the views, see attached, any ideas?

 

Regards

Chris

 

 

[Data Dictionary]

Thanks cchana, I added the columns but I'm getting weird results, not sure what I'm missing, see below.

 

Chris

[Joining h_sys_tasks to h_itsm_requests]

Hi Just following on from the above, I have added some customer contact details from the h_sys_contact table but I'm getting odd results seeing the call repeated loads of times with the wrong customer

 

Attached are my tables

 

 

[Data Dictionary]

Hi

 

Is there a data dictionary available, also does anyone know which table contacts customer contact firstname and lastname?

 

Thanks

Chris

[Joining h_sys_tasks to h_itsm_requests]

cchana

 

perfect, good spot, works a treat now. 

 

Thanks all for you help on  this.

 

Chris

[Joining h_sys_tasks to h_itsm_requests]

Hi Yes,

spotted when I posted, corrected but the same 

 

1031377

2016-06-21 16:04:35

error

database

2784

Report definition specified is not correct, It results in an invalid sql : SELECT h_itsm_requests.h_pk_reference,h_itsm_requests.h_summary,h_itsm_requests.h_fk_user_name,h_sys_tasks.h_time_spent FROM h_itsm_requests LEFT JOIN h_sys_tasks ON h_sys_tasks.h_obj_ref_urn = 'CONCAT("urn:sys:entity:com.hornbill.servicemanager:Requests:",h_itsm_requests.h_pk_reference)' OR WHERE h_itsm_requests.h_fk_serviceid = '22' LIMIT 500

[Joining h_sys_tasks to h_itsm_requests]

Hi I tried the above but keep getting an error, report definition specified is not correct, it results in an invalid sql see report details below.

 

 

[Reporting on time]

Hi 

 

We have a activity that allows users to put in the time they have spent on fixing a call, do you know if you can report on this and which table I would need to use.

Thanks

Chris

[msg attachments do not open]

I have done some more testing and it only seems to happen through the Hornbill app. I can open he message attachment from the original email outside of Hornbill. Seems to be any .msg files

[Replying to emails from more actions does not show in timeline]

Hi

I have noticed that a number of people use th  drop down > more actions to view an email from the timeline and then in that window click reply as this gives them the functionality  to format text, underline etc etc, which is perfect. The issue is the email that is sent is not in the timeline, so we have no proof the email has been sent to the user. I guess its because it uses the system mailbox to send?

 

Thanks

 

Chris

[Sending emails with orginal call details]

Thanks guys for the suggestions, worked a treat  

[Sending emails with orginal call details]

Might be a good feature, unless there is a way already? 

When you respond to a call via email it would be good to have option to add original call summary or call details as often users find that they get emails from support staffd with a ref in the subject but cant remember what the call was about unless they login to the portal or search through emails.

 

Thanks

 

Chris

[msg attachments do not open]

Hi

we are having issues when people email in with msg (email) attachments, we get the error shown, is this a bug?

 

Thanks

Chris

[Attachments on inbound emails]

Hi

When a call is logged and has attachments the emails show in the attachments section, further updates by email with attachments stay with the email and its hard to identify if that update has an attachment, see  example below, you have to view every update and check if it has attachments, would be useful to have a paperclip or something to show that the update has an attachment.

 

 

 

 

[Custom Field]

Thanks for the response, We use External ref already. We wanted another field for internal use.

[Custom Field]

Hi

I need to add a new custom field for all services called Internal Ref, just like the one called External Ref under call details, see attached, what's the best way to do this?

Thanks

Chris

[Link Priority with Service]

Thanks Steve, useful info, I will look at the business process and run some tests on what you have suggested.

[Link Priority with Service]

Does anyone know if its possible to link priorities with a service, at the moment we have a long list of priorities for all our products and sometimes people select the wrong priority.

Thanks

Chris

[Changing the service on requests or jump back steps in a business process]

Hi

We find that some of our service desk analysts log calls against the wrong service, is it possible to change the service? It would be good if you could almost jump back stages in the business process.

Chris

[Team update icons]

It was these two

[Team update icons]

Hi could anyone tell me the difference between the update team (with a team icon) and the update team (with a world icon)

[Publish documents to Customer portal]

Hi

Is it possible to publish documents from libraries or collections to customers portals?

Thanks

Chris

[PCF answers as variables in email templates]

Hi

I have created a new progressive capture process for internal staff to use when ordering buffets for meetings through the service portal. I've use custom forms in the business process to ask for the following questions.

Date & Time Required:

No. of People:

Location:

Job Number:

Authoriser:

Special Requirements:

When the call is logged it shows in the service desk under the Questions section, this is fine but in email the customer gets they don't see what they have logged as I cant find the variables for the questions I have asked in the progress capture custom form, see attached screenshots

[Empty Emails]

Thanks Dave much appreciated.

Chris

[Multiple emails per contact]

Thanks Steven for the response,

It is a few customers where we have this scenario. I will test the connections functionality and report back.

Chris