[Loss of dashboards and slideshow within "Advanced Analytics"]

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

[Resolution emails replacing capital letters with lower case letter]

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

Ben

[Resolution emails replacing capital letters with lower case letter]

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

[Attaching an email to a job]

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

[Attaching an email to a job]

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

[Linking calls]

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

[BP error when trying to progress a request]

Thanks Dan, I'll have a look.

[BP error when trying to progress a request]

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

[Unable to change the request category]

Thank you

[Unable to change the request category]

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.

[Add request category as a column to the request list]

Hi Steven

Thank you for the response. This will be very helpful.

Thanks

[Add request category as a column to the request list]

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

[Create new request and closure categories/profiles]

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

[Site field not populated when raising a request]

Hi Alex

That looks like just what I need.

Thank you.

[Site field not populated when raising a request]

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.

[Site field not populated when raising a request]

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

[Logging jobs via the service portal - "Site" details arent being pulled through]

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

[Closing linked incidents/requests within a problem]

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.

[Searching for closed jobs by customer name]

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

[Closing linked incidents/requests within a problem]

Thank you Trevor.

[Closing linked incidents/requests within a problem]

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

[Separate progressive captures in the latest SM update]

Thanks James. All sorted now.

[Creating knowledgebase articles]

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

[Separate progressive captures in the latest SM update]

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

[Creating knowledgebase articles]

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