[Service Account Password]

Hi, 

Managed to change password on all .json files once we changed our service account password but now the update does not seem to be working. We had one new user start last week (27th Feb) but they still have not appeared in Hornbill. Is there somewhere else I need to update the password as it looks like something is not getting through?

 

Thanks,

Andy

[Reporting - SLA's]

Hi @Bob Dickinson

I have run the measure like above, for myself, I know I hit 100% of my SLA's for Feb but the measure is identifying 15.5449 oddly. 

Is this me doing something wrong? 

Any help would be greatly appreciated. 

[Service Account Password]

Thanks Martyn. Appreciated. 

[Service Account Password]

Good afternoon,

We are changing the service account password for Hornbill on our AD. Where in Hornbill Service Manager do we need to update this? 

We run a script daily which picks up the new starters from our AD address book. 

Obviously don't want to change the password and stop things working.

Thanks,

Andy

[Backups]

Hi, we are shortly going to bring in Single Sign On to our business.

Our infrastructure team have the following question regarding backups. Any advice would be appreciated. 

 

Hi

Would you mind asking Hornbill when they run their backups please?

I want to attempt some ADFS related testing fairly soon - still  a couple of things to tweak yet

And Ideally will do first test to Hornbill - and if it's horrific - can revert their backup without loss of tickets

 

[SLA's - Not set]

Hi, any thoughts on this at all?

 

Thanks. 

[Renaming Services]

This is now working since the last update to SM. Cheers! 

[Service Manager - Emails stripping out attachments and images]

Thanks both! That is perfect. We can work with that. Cheers! 

[Service Manager - Emails stripping out attachments and images]

Hi,

In a recent catch up with Nadeem he mentioned for me to raise this issue on the forum.

When emailing IT support including the ticket number in the subject the ticket is automatically updated with the body of the email, but any images or attachments are stripped out and have to be attached separately.
 

Is there any way around this?

 

Thanks.

[SLA's - Not set]

Hi there,

In a recent catch up with Nadeem, he asked me to log the below query on the portal. 

Strangely when I look at my dashboard report on SLA's for this month, I get a heavy percentage come back with the status of 'Not Set'. How is this possible, surely it would either meet the SLA or not meet the SLA? Nadeem mentioned he had seen this before for someone else. 

Interestingly you will see on the graph the ones pre this month are set. 

Let me know what information you need to diagnose further. 

Thanks, 

Andy

 

 

[Renaming Services]

Thanks both. Appreciate the help. 

[Renaming Services]

Thanks both for your replies. 

I want to rename the service priority name, so using my screenshot, I want to rename (5 day, low incident) as an example. 

Would that need to be done by deleting existing service level/priority? 

Thanks. 

[Renaming Services]

Good morning,

How do you rename services in Service Manager? I currently have the SLA time in the name and would like to amend. If you can point me in the right direction on where I can amend this, that would be great. I have had a look through videos but can't seem to find what I am looking for. 

 

 

[Problem with 'Site' this morning]

Wow, that was quick  thanks for the speedy fix. Looking forward to downloading the next release. 

[Problem with 'Site' this morning]

Thanks Chaz, obviously from our point of view the sooner the fix the better, as our reports will not be accurate for site. 

[Problem with 'Site' this morning]

Good morning,

When logging tickets this morning and trying to select the users site if they are working at a different site to the one they are allocated is not working. 

For example on the picture attached, normally if I start typing 'Manchester', it would become a selectable field but it does not recognise it, even if I press enter, type the whole word 'Manchester' or press Finish. I have tried other sites opposed to Manchester and Manchester works fine if I select a user allocated to Manchester. 

It is picking up the default site still but we often have users working at different sites to their usual office so it is a feature we use quite a lot to showcase how many tickets are logged at each site. 

I am 99% sure this was working yesterday. It is not working for Service Requests or Incidents. Any help sorting this would be greatly appreciated so we do not have distorted reports. 

 

Thanks. 

[Reporting - SLA's]

@Martyn Houghton

I am struggling to see if I can create a report to give me a simple 'User A - Completed 85% of successful responses/resolves' 

Using the above I seem to be listing each ticket with a '1-0-(null)' response. 

Is there any other information you can provide at all please? 

[Reporting - SLA's]

Thanks Martyn. I will give it a go. 

Appreciated,

Andy

[Reporting - SLA's]

Good afternoon,

From February 1st we are going to start officially using SLA's for our incidents and service requests. Over the last few months, the team have been getting used to the system but now will have SLA's to keep up to date. 

I have set SLA's up in Service Manager, no problems at all, my query is however what is the most efficient way of doing a report for individual and team SLA's met? 

There is nothing obvious I could see. I would appreciate any feedback on how to efficiently report month by month on success rates for SLA's met. 

Many thanks in advance. I attach a picture of an example SLA we have. 

Andy 

[Tab Title Query]

Thanks for the answer Ehsan, appreciated.

[Tab Title Query]

Good afternoon,

I have had the question asked if we can rename the 'Hornbill Service Portal' tab title that appears on the self service tab. 

Not a problem if not, I have just been asked to ask the question. 

Thanks,

Andy

[Report Query]

Thanks Ehsan.

[BPM Error when creating tickets using Auto Routing]

Thanks Ehsan, this seems to work. 

Appreciate the quick fix. 

[BPM Error when creating tickets using Auto Routing]

Hi Martyn,

We are on 2.36.4 - 880 (Server Build - 2650)

I can't see EspServiceService.log but there is one for EspServerService.log in there however there is no errors that start the same way my error above does. 

Thanks for quick response. 

 

[BPM Error when creating tickets using Auto Routing]

Good morning,

Since updating our system this week, we are now unable to log tickets successfully via email. 

We normally send an email to  createservicerequest@hoarelea.com which then creates a service request for us. 

Since the update, the email still goes through but does not allow us to do much with the ticket and has the following error.

Any help would be appreciated.

Thanks, 

Andy