AKetteringham
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Enhancement Requests
Posts posted by AKetteringham
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As of this morning we are not receiving emails into Hornbill. This is usually via MS Outlook. However, we are able to see them in O365 online. Has anyone else noticed the same? What is the solution to revert back to MS Outlook.
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Randomly my Hornbill Account is suspended. My team unlock it for me and it happens again and again. The password is correct. Any suggestions as to why this keeps happening.
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Thank you Martyn, I have a call with Sam tomorrow at 10am to resolve our SLA issues. My screen looks the same as yours the above, but doesnt calculate. Thanks.
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Thank you Martyn. Here is the screen shot - No timer or SLA
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Hopefully all of the above screen shots will help. I require a 'resolve by' which is working with the SLA (priorities)
Thanks James or Victor for any help
Regards
Angela
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Hello James
Here is a snip of where I am at - Its been many years since I have looked at Business Process as you can see they were all created in 2016. They are all active. So how can I confirm which one is the one in use e.g WWF IT Service Request process is in addition to many examples by Hornbill. I could create a copy and then deactivate this one just to see what happens. Thanks for any help. Am I in the right place to check if Resolve by (date/time) is actually working.
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Hello James.
Yes, sorry I meant Resolve By (being the date/time.
I have looked at our BPM within Service Manager but cannot see which BP we are using. Sorry it seems muddled, they are all active. I think I may need some extra help.
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The Resolved By field isnt being populated in the request list.
Yes, Our Service Level Targets are configured against each service. I will have a look at the BPM to see if the timers are working.
Let me come back to you
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I have a report that is run quarterly (and has done for many years). I ran the same report last night and found that from January 2022 the 'Within Resolve time' is not calculating e.g. Met/Breached. This also means that the 'Resolve b'y isnt populating a date which should be counting from the 'Priorities' SLA Please advise.
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Thank you Victor a super star as always. All working. Thanks
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I have a number of reports in the old admin portal. How can I upload these into the new admin portal reporting
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Hello Steve
Thank you so much. That is just perfect. Happy days.
Regards
Angela
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Hi Victor. Nearly there, just need the actual assets that have been deleted. would that be cmd_assets?
Regards
Angela
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Hi Victor, I have found check h_sys_audit_trail table and added to my report.
I am unable to find/filter on h_table = 'h_cmdb_assets' and h_action_type = 'Delete.
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Hello
It has come to our attention that some assets have been deleted. How can these be retrieved? I have looked back through other asset topics. Once suggests running a report using the Audit table, which I am unable to find.
Regards
Angela
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Hello Hornbill
I have assets that have been deleted by mistake. How may I retrieve them. I am an Asset Administrator. However, I cannot find the audit table that you recommend above. Or may this is the wrong process for me.
I have created a report
Report Output Type = Single list of data
Report Using = An Entity
Report Entity = Asset
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Hello
My team are experiencing problems either when sending emails from Service Manager or when refreshing updated information. They find that Google Chrome works the best, but is not great. Do you have any information on this experience.
Regards
Angela
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Hi Steven, unfortunately the timer does not populate in Resolve by
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Hi Steven - does this look right?
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Hornbill emails not populating in MS Outlook, but populate in O365
in Service Manager
Posted
Hi Victor. We have tried to setup an oAuth authenticator, but we have stalled at API permissions. It is not finding the servicedesk as a user. FYI we were already using Classic authentication and not basic.