[Hornbill Service Manager Not Working]

Thanks @Martyn Houghton

[Hornbill Service Manager Not Working]

Hi,our hornbill service manager has crashed with no errors. 

When trying to get on any service manager page, it just spins round and does not load. Other external websites work fine.

Is this just us or is this a general issue?

Thanks,

Andy Coleman

[Hornbill Service Manager Not Working]

Hi,our hornbill service manager has crashed with no errors. 

When trying to get on any service manager page, it just spins round and does not load. Other external websites work fine.

Is this just us or is this a general issue?

Thanks,

Andy Coleman

[Where does publish to portals data go]

Good afternoon,

I am trying to get some of our IT team seeing some of the benefits that Service Manager provides. A couple of things crop up.

1. When in a Problem ticket and you select Publish, where does that data go? Is it searchable and where do analysts go to find the potential workarounds?

2. Knowledgebase - I appreciate you have a new FAQ which looks very good but is there any searchable knowledgebase facilities anywhere in Hornbill so if someone typed the words 'P Drive' they could find anything related to that term.

 

Any help with either of the above would be great.

Thanks,

Andy

[Users providing Feedback]

Thanks @Mohamed and @Victor

Is there somewhere I can learn more about the feedback options? It would be interesting to see what star rating people have given and currently it seems the only way I can do that is via logging a ticket, typing customers name in and then seeing their previous scores. 

Also where do I find the feedback timer options? 

Thanks both for your help. 

[Users providing Feedback]

Thanks @Victor I will update this evening as I noticed there was an update pending. 

After updating, how does a user leave feedback? Is there an additional option if the ticket has not expired?

Thanks! 

[Users providing Feedback]

Hi all.

We have recently relaunched our Self Service. A user contacted me yesterday asking how they leave feedback for tickets. 

As you can see in the screenshots, I used me as an example, I have 18 awaiting feedback, but when I click on one of the 18 tickets there does not appear to be any options to leave feedback.

Is this something I need to set up somewhere or is it a potential bug? Also should there be somewhere to leave a star rating?

Any help would be appreciated, even if it is just pointing me in the right direction. 

Thanks,

Andy

[Hornbill stripping images]

Thanks @nasimg appreciated! 

[Hornbill stripping images]

Good morning all. 

When emailing our createincident email address (auto generate ticket), hornbill is not setting the source, so attached images are not available.

Any ideas how to include the images? Thanks! 

[Searching for old tickets]

Thanks @ArmandoDM the re-index appears to have done the trick. Appreciate the help.

[Searching for old tickets]

Hi @DanielRi @ArmandoDM

Unfortunately the asterisk does not seem to be doing the trick either. 

The search facility I am using is the Request search from the main window. Please see screenshot as example. I have tried SR5960, SR05968 and SR*5968.

If I do SR*68 I get 13 results and interestingly all from 2017 and nothing from last year.

Any help would be appreciated.

Thanks,

Andy

 

[Searching for old tickets]

Good morning,

We are experiencing an issue searching for older tickets using the search facility. I have just tried running a search for around 10 tickets from October last year and I am getting 0 results. An example would be SR05968. Where would this ticket and all its information have gone? 

Thanks,

Andy

[Hornbill Service Manager not working]

Sorry @Victor I spoke too soon. It has gone again. 

[Hornbill Service Manager not working]

Thanks @Victor all sorted now. 

[Hornbill Service Manager not working]

Hi all,

Not sure if this is just us but our Service Manager has stopped working for all clients as of 10 minutes ago. 

We are getting the following error messages in all areas of Service Manager. 

Any urgent assistance would be greatly appreciated.

Thanks,

Andy

 

[Select All in Email]

Good morning, 

We have quite a few sub folders that we send our spam email (we get a lot!) in our Hornbill email. 

I was trying to do a bit of a clean up in these folders, but can't seem to locate a 'Select All' option to allow me to select multiple emails to delete. I only seem to be able to select individual items and delete that way. This does allow me to tick multiple items but ideally I would like to be able to select all items. 

Is there a way to Select All, in the email view in Hornbill Service Manager?

[Reporting - SLA's]

Thanks! This worked like a dream. Appreciate the help. 

[Reporting - SLA's]

Hi @Bob Dickinson please find report definition attached.

I know I did not have 70 tickets in my queue from before February which is what concerns me with the accuracy. I would estimate I probably closed about 10-20 of pre February calls last month.

Thanks, 

Andy

 

total-resolved-between-date-range.report (1).txt

[Reporting - SLA's]

Thanks for all your help @Bob Dickinson I THINK I am getting somewhere now. I am sure you will be relieved to hear!

 

I have created two widgets. One for SLA's met like your example above and one other for SLA's not met (I just changed the FILTER to h_withinfix = 0 which I assume is correct). I have used LAST MONTHS SAMPLES as my sample period to hopefully show accurate stats for February.  

The only query that is left for me now is checking the numbers are accurate. According to the screenshots below I only resolved 38 tickets last month, all within fix time however if I run my report I did resolve 101 tickets. So I am just wondering where those missing tickets are. Am I missing a filter perhaps? 

 

Again appreciate the help.

Thanks!

Andy

 

[Reporting - SLA's]

Thanks @Bob Dickinson

This looks really good. 

Only problem is I only get the option for Major in the Manage Series option.

The way our priorities are laid out are seen in the following screenshots.  Would it need a different field? 

Thanks,

Andy

 

[Reporting - SLA's]

Hi @Bob Dickinson

Yes please. That would be great if you could post the configuration. 

 

Really appreciate all the help.

Andy

[Reporting - SLA's]

Sorry @Bob Dickinson I have been asked to do something else for this report. Is there any way I can break this down further by showing the percentages of how many 'High Incidents' , 'Medium Incidents' , 'Low Incidents' and 'Service Requests' were met? 

 

So for example if I had 96% of my SLA's met for February could I break that down to say 30% of those were high incidents. 

Thanks.

[Reporting - SLA's]

Hi @Bob Dickinson

Fab, thanks. That looks a lot better. 

Really appreciate the help.

Just to clarify one thing. If when looking at Feb's stats for example, does this measure includes things that were logged before Feb that I resolved in Feb that would have potentially already had breaches? I imagine so, just wanted to clarify. If so, is there a way I can tell the measure to ignore anything logged before the month I am reporting on?

 

Thanks again.

[Reporting - SLA's]

Apologies @Bob Dickinson if there is any further info you could provide before Wednesday that would be a massive help for the report I am doing.

 

Thanks. 

[Reporting - SLA's]

Hi @Bob Dickinson

 

Thanks for your help. Could you just please confirm what I should be using in the Query Where Clause and Percentage Sub Query fields please?

Thanks,

Andy