bwood

Hi We had a number of dashboards created for us by our Hornbill specialist during the "turn on" period which in turn fed a slideshow. These have all seemed to have disappeared, I dont suppose they're backed up anywhere? Thanks Ben

Thanks for the quick response Keith. How do I change this variable? Ben

Hi. Bit of weird one. I've noticed lately that when resolving calls and using capital letters in the resolution summary, the resolution email that goes to the customer is replacing any capital letter with a lower case letter. This is a bit of a problem when the resolution is for a password reset and the password includes capital letters... I thought I was going mad! Thanks Ben

Please ignore this! I didn't have my eyes in.

Hi When attaching an email update from the in-built Hornbill mailbox to a job, it doesn't seem to copy across any attachments within the email. The body of the email gets applied to the job but attachments don't seem to go across. Is there anything we can do about this? Thanks Ben

Hi Is there anything in the pipeline for when linking multiple calls and you close/update one it closes/updates the rest? This functionality would be very useful for our organisation. For example, if we lose internet access on one of our sites, we would get multiple calls logged from that site for the same fault. It would be extremely helpful to have the ability to link all these calls and once one of them is closed the rest also close. Thanks Ben

Thanks Dan, I'll have a look.

Hi I get the attached error when trying to complete a job but not sure what it means. I've checked the specific BPM but can't see any problems with it. Thanks Ben

Thank you

Hi I'm not sure if this is a browser issue but I've tried it in IE and Chrome and neither work. When trying to change the request category within an incident/request, all I seem to get is a spinning icon that says "Loading Categories". The closure categories works without issue. Thanks Forum Admin Edit: The issue was fixed in one of the earlier Service Manager builds. This thread is now locked.

Hi Steven Thank you for the response. This will be very helpful. Thanks

Hi I would like to add a "category" column to the request list. There is no option for this when trying to customise the columns, is there any way of this option being added? Thanks Ben

Hi Stupid question I'm sure, I cant for the life of me remember how to create Request/Closure categories. Any help would be appreciated. Thanks Ben

Hi Alex That looks like just what I need. Thank you.

Hi Steve Thanks for the reply. We'd only be interested in the customer (who's logging the job) and their site. In this situation we're not interested in the asset. Basically, all our users on Hornbill have the site value pre-populated against their record, this gets pulled through from our AD. Its just a case of getting this value pulled through when they log the incident/request from the service portal.

Hi When looking at an incident record or a service request record. The “site attribute” currently shows within the “details” tab. Is it possible to have this within the “customer” tab instead? The reason being is this record isn’t being populated when users log a job through the service portal. We ideally want this record to be automatically populated instead of having to manually do it once the job has been logged. Thanks Ben

Hi We have an issue with customers logging jobs through the service portal. Customers log into the portal using SSO, however when they log the job the “site” value isn’t being pulled through. I’ve checked in the admin panel (the new one is very nice) and each customer has the “site” value mapped to their user. Also, if I was to log the job via the live system, the “site” value gets pulled through and populates on the job. The attached screenshot shows the issue that we’re getting. Thanks Ben

Hi James, Thanks for your response. The only time we would need the ability to close multiple jobs at once is If we had a whole site down and customers logged incidents for the same thing. These would be simple incidents with no activities attached. I'll take a look at the automated task you mentioned.

I'm sure this is an easy question to answer but how can you search for closed jobs by customer name.

Thank you Trevor.

Hi When creating a problem and linking any relevant incidents/requests to the problem. Once the problem is resolved and closed will it automatically resolve and closed the linked calls? Thanks Ben

Thanks James. All sorted now.

Thanks James. Am I right in thinking that Document Manager is a separate product that we would need a license for?

Hi Does the latest update allow you to separate Progressive Captures? We currently have one progressive capture for all our self service services (Incident, service request, new starter request etc.) Since the update, whatever service is selected defaults to our new starter request form. I'm just wondering is this now because we're able to do specific progressive captures for specific services? Hope that makes sense. Thanks Ben

Hi Is there a way of creating knowledgebase articles? Not so much for the public but for other members of the team to see. Thanks Ben