[Add button not active]

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

 

 

[Things I would like to see]

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

[Add button not active]

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

[Add button not active]

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

 

[Release dates]

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

 

[Things I would like to see]

One more being able to raise changes based on incidents

[Things I would like to see]

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

[Making Customers Inactive]

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?

[Formatting]

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

 

[Formatting]

Just a bit more info it seems to indent them so

[Formatting]

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

[Changes in the past v2]

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

[Changes in the past v2]

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

[Changes in the past v2]

Hello

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

 

Regards

 

Gareth

[Changing Scheduled date]

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

[Closed Incident Last Month]

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'

[Asset Owners / Used By]

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

[Changing Scheduled date]

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

[Asset Owners / Used By]

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

[Asset Owners / Used By]

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

 

Regards

 

Gareth

[Changes in the past]

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

 

[Hornbill Performance issues and slowdowns]

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.

 

[Changing Scheduled date]

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

 

[Export Error]

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

 

[Service List]

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