AndyColeman

Morning Conor, Indeed I can see James stats in there using that query. The report I am trying to run is from March to November 'Total Resolved between Date Range' and when I run this report it still does not show the data for James. However it does show data for another analyst who has left.The other user who has left is displaying 98 tickets. Nothing is showing for James. If I run a report between March-May I can get the information for James and the other user who has left. Just does not seem to like James in the overall report. If someone could please log in and assist me that would be appreciated as I really need this data today before I present on Monday. I just want to make sure the data is accurate. Many thanks, Andy

Thanks both. Working now!

We updated Hornbill service Manager last night and this is causing issues when creating tickets. When raising new tickets (be it incidents, service requests etc) in the Summary/description fields we are having issues with the characters jumping from section to section. We are unable to write descriptions without the text going in to the summary which is majorly frustrating. Can someone please assist asap? Obviously want to promote the update run last night as positive as possible. Thanks in advance. Andy

Hi Conor, The report I do is a yearly summary of tickets using the report I sent. I am guessing you will not be able to see anything for James Southall or see any unallocated tickets. James still has a licence on the system and has not been archived in HB. His user account on our AD has been deprovisioned. I regard to his account on HB nothing has been touched since he has left. Any help in getting me the missing data in the report would be appreciated as I have a presentation on Monday and would like to include accurate stats. Thanks.

Hi Conor, please see attached. I notice it has come through as text rather than xml? It is James Southall who is missing from the report. Thanks total-resolved-between-date-range.report.txt

Hi Conor, Through the reports in the admin portal. Thanks, Andy

Thanks Ehsan. The 'Put on hold' does not work at all and neither does resolve ticket. No error occurs if you press once, but you have to totally refresh your page in order for it to work. I will run the update shortly and let you know how I get on.

Hi, Myself and other members of the team this morning are experiencing issues when placing calls on hold and resolving calls. In the hold/resolve window the pane just freezes, however if you open in another tab the update has applied. It was working fine yesterday but today we are all experiencing the issue. No error appears initially, if I press several times though , I get the attached, Any help would be appreciated.

Good morning, I run regular reports for weekly, monthly and yearly stats for our service desk team. We have had one of the team leave and while they still have an active hornbill account they are no longer set up on our system (de-provisioned) They now no longer appear in the Hornbill reports which is concerning me as this person was one of our chief call closers. It is not that his name is not present in the report but his calls are not showing so I now have a big gap of data which when I come to do my yearly report I am concerned I will not be giving the board correct facts of how many tickets we have done. I am hoping this chunk of data is not lost as I believe he has 800+ tickets in his name. Any help would be greatly appreciated. Many thanks, Andy

Hi all, Is there a setting I need to put in place to recognize apostrophes in HB Service Manager. Please see example below - "Email: The 5510 procedure is really unclear so I’ll get Graeme to review when he’s back Hornbill: The 5510 procedure is really unclear so I’ll get Graeme to review when he’s back"

Thanks James.

Good morning, One of the main frustrations our IT staff are having with Service Manager at the moment is the inability to be able to see a customers history of tickets. We feel we should be able to type a customers name in to the search box or select them from somewhere and be able to see a complete call history. Is there an easy way to do this? It can be embarrassing telling a customer you cannot find a call they know they have definitely raised. Maybe I am doing something wrong or not found something. in the system? Any help or advice around this subject would be much appreciated. We just want a simple and quick way of looking what calls someone has open or had open previously. Thanks! Andy

Hi, I am been quoted reference numbers by staff and when I run a search for them under 'Requests' some of them do not find anything. For example a customer has just asked what is going on with SRO1147 but when I run a search, nothing comes up. Is there a reason I cannot see every ticket? I understand I am an admin and in my role I need to be able to keep a track of all tickets that are entered in to the system. Any help would be appreciated.

Any update to this please? I am unable to display site info for this weeks report. I need stats to show me what sites are logging the most tickets and without this functionality currently I am unable to supply the board or my director anything.

Thanks cchana. Any speedy resolution would be much appreciated as this is going to severely disrupt our site report data for this week.

Hi Dan, Unfortunately it is still not working? Just done some tests but we are still not getting update emails.

Thanks for this. I am conscious with the team not currently not receiving email updates, we are going to be falling behind with our tickets very quickly and users who are updating tickets will start losing faith in the system so any speedy fix would be massively appreciated. Thanks.

Since updating to the latest Service Manager last Wednesday our Analyst Email Update notifications have stopped working, i.e. customer emails into Hornbill with the ticket ref in subject, system autoresponder adds the email into the timeline based on the ref in subject but the analyst/owner isn't receiving an email stating there has been an update applied via email. guest.app.requests.notification.notificationType.emailUpdate - set to "Both" Hornbill notifications are working but email notifications are not. This was working previously but has stopped since updating Service Manager. I can confirm that the Assignment email + hornbill notifications are still functioning correctly. guest.app.requests.notification.notificationType.assignment - again set to "Both"

Good morning, Previously I used Hornbill Support works and always liked that I could see who in my team was online/offline this obviously helped for assigning tickets over. I was wondering in Hornbill Service Manager if the same feature was available? I know you can view in the admin console who is online but that only helps admins. Is there a way we can see within the Live portal who is online/offline? I had an instance yesterday where a colleague logged a ticket for another colleague who was on annual leave and I am trying to think of ways to avoid that scenario. If my colleague knew he was offline, he would not have assigned the ticket over. Any help would be appreciated. Thanks, Andy

Good morning, We are going live to our user base on Thursday but have an issue where all our available services are not available to view on the self service portal. It will show a maximum of 6 and no more. We have added around 12 services but only 6 are visible in Self Service. This is quite a problem as this means users will be unable to view 6 of the services. This is when 'All my Services' are selected and we are not in the 'favourites' view. Any help would be greatly appreciated. I am aware this issue exists from talking to your support team and I am wondering when this will be addressed. Thank you, Andy