ljbrown

Edit: I have managed to resolve by adjusting the browser zoom settings in order to take the screenshots.

Following the update yesterday the distance between each measure is now displaying correctly again but unfortunately its still not fitting in all the scorecard counts when looking at the dashboard view. When you look at the widgets themselves, everything looks ok when using a preview width of 50% or higher so the issue just appears specific to the dashboard view now. Is there anything further which can be done to enable all three charts to be displayed in the same section? I can get it displaying everything if changing the column widths to 50% but then I can no longer fit 3 alongside one another which is what our managers ideally want to see.

Existing FAQ guides have seemingly lost their images and instead display the blank image icon on the customer portal view. The back end view within service portfolio shows no evidence of images at all. It seems to be ok for any new FAQs created, is this a bug which can be fixed to prevent us having to go through and recreate each one?

When viewing scorecard data on our dashboards now, we are no longer able to view all results in the same window. The counters appear to be stretched out with more white space around each measure. Has anyone else encountered this issue or is this by design as there appears to be no way of adjusting the spacing between? I've tried tweaking the display options and creating new widgets/dashboards but still can't seem to fit everything in the same window anymore which allowed for screen prints to be taken.

That's great thank you for your response Steve, I'll feed this back to our senior management and will keep a look out for any future enhancements.

We'd like to introduce a new mechanism for capturing when customers escalate/chase for updates on their tickets and establish a way to report on these. Looking for some guidance please on the best way to achieve this, could we automate the flagging of an escalation by introducing a button within the employee portal for a customer to chase their request? If the only option is for a manual flag, would the best way be to introduce a custom field within the summary section which ICT staff can select when needed and then report on these?

I'd like to develop a workflow which can extract the attached document and save this to a SharePoint list. Does anyone know if this is possible and if so how I'd go about setting this up? I've tried searching the wiki and forums with no success.

We have a number of automatic workflows which will log and close tickets immediately afterwards which we use for reporting our common quick calls. I would like to enter a time spent value to these but cannot see a suitable node to do this automatically. I can only seem to do this via the human task node but there doesn't appear to be a way to automatically mark the task as completed and I'd like to avoid the need for additional analyst input on these quick calls if at all possible. Is anyone aware of an alternative way round this please?

Thank you for responding @SamS, what I'm trying to report on is the field when completing an activity within a ticket, as often we don't work on a ticket for the entire time it is open. We don't wish to start using the timesheet manager as this is excessive for our needs and won't mandate the field from needing to be completed.

Is anyone able to help with this query?

We'd like to capture time spent on each call ticket and report on this. I have achieved this by adding an additional activity to the ticket which is mandatory to complete the time spent field. I haven't used the timesheet manager module as I am led to believe this can't be mandated on the resolution of calls. The trouble I am now having is producing the relevant report to include time spent alongside request fields such as call id, owner, SLA measures etc. Could someone please advise which tables to join together to capture this data together? Many thanks Lucy

I've received a similar query regarding data retention within Hornbill from our audiors, can someone please confirm if the statement made in April is still correct i.e. all data/attachments etc are retained indefinitely? Many thanks, Lucy

Apologies for not seeing your post sooner @Bob Dickinson, instead of the custom expression making the decision on the catalog item id number (which I don't know how to find these out anyway as they were configured by Dan Riley), I simply amended the decision node to query on catalog item instead and pasted the title of these into the custom expression. Regards, Lucy

Have managed to get this working by changing to the catalog item flowcode instead, thanks for your help!

Thanks for the suggestion Bob, I've done exactly that and it does indeed seem to be the copy process which causes it to fail and no longer match the catalog item. Can I base the decision on a different field other than catalog item ID? To be honest I don't know how to identify what the ID should be as this was configured by Daniel. Thanks, Lucy

That's correct yes. It defaults to the no match outcome so seems to have lost the ability to locate the catalog item id. Thanks, Lucy

We have a workflow set up which automatically populates the summary/description text based on the progressive capture answers. There is a decision node beforehand which tailors the text based on which catalog item is used. This was configured by Hornbill to query the catalog item ID number and the existing process is working successfully. I've created v2 of this process as I would like to append additional text in the summary field but for some reason it no longer finds a match at the decision node even though I haven't touched this element and the progressive captures themselves haven't changed. Any thoughts as to why this would stop working? Many thanks, Lucy

That's great thanks Steve!

Can the portal be set up to allow a customer to resolve and/or cancel their own requests if the issue resolves itself or they decide its no longer required? Can't seem to find an option available so any advice would be most welcomed. Thanks, Lucy

Hi, We have a number of calls which are failing to move onto the next stage of the BPM due to an email template error (see attached). I have double checked the BPM and email template and everything appears to be ok, I have tried applying a different template and reverting back to the correct one but it is still failing. Am I missing something? Thanks, Lucy

Has there been any developments with this? Our analysts are frustrated that there is no proof of them replying to a message added to the timeline. The only way this gets added is if the customer happens to reply with the history included. Any update would be much appreciated. Thanks, Lucy

Thanks Samuel, I missed your post when searching the forum before. Would be nice if this feature can be added. Lucy

Hi all, I would like to know if it is possible to automate the sending of an entire call ticket including the capture questions to individuals who do not have access to Hornbill. We have a requirement where other departments need to receive details of new starter requests and ideally I would like to automate the sending of this information within the BPM. At the moment the only way to achieve this I think would be to manually print the call ticket to PDF and email this across. If anyone has any suggestions on how else this can be done I'd be most grateful to hear from you. Thanks, Lucy

Thanks Victor, seems its much simpler than I first thought! I've renamed a custom field and have added this check box to the details section. I was concerned it was going to be more complicated to add this field to the source report hence the post.

Hi Victor, We have two domain names set up for Hornbill and 3csharedservices and both are configured and I've tested the connections successfully. Thanks, Lucy