gwynne

Few Issues so far Categories do not update unless logging out and back in first Add button does not become selectable unless a sub category has been created If you pick the Start end time the hours does not auto calculate, and are also unable to set the hours when you switch back time only input Does not clear the details when you have added the item, maybe by design? Personal preference would be to clear the time values Regards Gareth

Some other items I would like to see Additonal Telephone fields from ldap so we can cater for mobile workphone and extention Automatic removal of departments when AD has changed and LDAP is run

Don't have sub category listed and have selected the Category, will check again, basically filling in a time based on a 7.5 hour work so even BAU activities are listed such as service desk. an the 7.5 need to be covered Monday - Friday if say the 7.5 have not been recorded for each day then a notification will be sent

I cant seem to submit the selection on My Timesheet, the Add & Add and Start button is greyed out The other thing is could a email be generated if an incomplete time sheet occurs Regards Gareth

Is there any reason you have changed the elevated modes to Managers in a organisation group rather than add a timesheet manager group like other controls? G

One more being able to raise changes based on incidents

Hello Some of these I have brought up before but here is a couple of items I would like to see in future iterations of hornbill 1. Email notifications for updates to a ticket to an individual, like you did with assignments of tickets 2. Auto response for closed tickets to customer example - This ticket is now closed and may not be monitored please call service desk if the there is still a issue providing the ticket ref. 3. Allow tasks to send emails 4. Allow to pick schedule date via progressive capture for changes Regards Gareth

Something I would like to know as well, is there any way the ldap can pickup if an account is set to disabled? and change accordingly?

Hello not going to get back into the system today hoever in the progressive capture I have tried using the usual formatting items # Test1 # Test2 * Test 3 However in the ticket it just looks like this it just seems to indent the items rather than use formatting, I will try and get screens as soon as Test1 Test2 Test3

Just a bit more info it seems to indent them so

Hello, We have custom questions which appear in the 'questions section on a ticket' however they don't seem to show formatting numbers or bullets. It would be useful if the ticket showed said formatting in the question section Regards Gareth

Hi Dave, Thanks for the response, is the fix likely to be in this week? We are going live with change next Monday so would be useful to have it implemented? G

No errors just does not process the date selection until you change it to something in the future. On your Latest Changes page it already has it list CHANGE: You can now schedule changes in the past

Hello Still unable to schedule changes in the past. Please can we sort? Regards Gareth

Honestly for us it wouldn't help with our process, I think people still need to have the flexibility to change the date but with approvals of these changes. Understand no functionality exists but would appreciate the consideration Regards Gareth

Hello We are pretty new to how the reporting works, I have been asked if someone could note if the below statement will show the average close time for incidents the prior month h_requesttype = 'Incident' and (h_status = 'status.resolved' or h_status = 'status.closed') and h_dateresolved >= LAST_DAY(NOW() - INTERVAL 2 MONTH) + INTERVAL 1 DAY and h_dateresolved < LAST_DAY(NOW() - INTERVAL 1 MONTH) and h_site='kent'

Hi James, We have some hosted solutions from a 3rd party even though we use them technically they are owned by the 3rd party we just pay for usage. Plus from a support point of view if these assets are down it would be good from a service desk point of view to know at a glance who owns this and who to contact for service resolution Regards Gareth

Any thoughts on this? More I think about it the changing of details after an approval makes the change process slightly void. If someone has the ability to change any part of a change ticket without approvers knowing then following a proper change process this change has not been accepted and should not continue. I understand there is an essence of trust in this but I feel the change process should be more ridged in this matter. Regards Gareth

I did think that just seems a shame that you can add contacts and log jobs against them but cant do the same with the assets Thanks for the response Martyn G

Hello can you include contact/organisations in the search for the Asset owned by or used by field Regards Gareth

Recent update allows changes to be scheduled in the past? When I try this I click the Schedule change button it just sits there and does not progress

Hello I would like to note that we are also suffering speed issues I must admit they don't seem to be as bad at them moment so not sure if the optimisations have been pushed out globally, but looking forward to further improvements.

Hello the scenario we currently have in our change workflow, the change is approved based on the questions answered in our custom forms in our progressive capture which includes a proposed date/time field, and then the ticket owner sets the scheduled date which is the point when it hits the change calendar. The issue we have is if that scheduled time is then changed for what ever reason the people who approved it have no awareness of this unless they visit each ticket and read the timeline, this is not ideal as even if we changed the workflow the change of scheduling time should in theory be agreed by change approvers and should not be just the will of the ticket owner. The ways I originally thought of resolving this are as followed. Email notification of scheduled time change to approvers and all members of the ticket. Scheduled change editors becomes a group and only a set number of people can make the change to this field, the ticket owner only has read/write permissions and a group for editing is created. Let me know thoughts

Hello We seem to be having an issue using the export function on the attached screen, basically we select the owner field but nothing populates in the excel export? Any reason

Hello Noticed something not sure if its supposed to work like this, however if you log a call for a customer who has access to a service that service seems to appear in the service list when logging the job. This is even if I as the logger does not have access to that service? Regards Gareth