derekgreen

Victor - would you be able to remotely access our ADFS server?

Hi Victor - I'd love to if only I could find it!

Not having much joy here I'm afraid. I have identified the url to the metadata xml but when I process it I get a message back saying empty xml.

Thanks guys. All of our ADFS configuration was done by a third party. How do I actually identify and update the certificate? I have attached a snip of the certificate(s) as presented in our SSO config.

Help! Numerous users are reporting the attached error when attempting to log in to the Service Portal. Any ideas?

Doh! Thanks Steve. Take a week off and my memory turns to mush!

Hi All. I've just returned from a well earned (?) break and find that I no longer have the ability to upload simple status reports directly from service desk. As an example, I have produced a view of all calls in the week for each of our analysts as per management instructions. Until I went on leave I could upload this as a csv file and the fiddle with it to make it presentable. This function appears to have gone missing, or is it me?

Indeed. This movie/tv buff malarkey is so time consuming.

Hmm - my favourite is still Roy Batty's dying declaration in Blade Runner!

Old enough to remember the original 1973 movie with Yul Brynner. These new fangled streaming services are a mystery....

Bang on, Victor! I had been changing some of the escalation events against the various priorities, must have done something wrong as the P4's had no dedicated service level. Rectified the issue and raised a call of my own as a P4 and the SLA and resolve by timer has reappeared. Thanks! Now, how are you on removing redundant versions of Java....

Not really sure what has happened here! I've noticed this week that the priority and service level we have set up on our instance is no longer being displayed on incidents - it is fine on requests. Previously, the display gave details of the priority and resolve time, now it simply says 'Service Desk'. Best explained by the attached snips. Any and all advice gratefully received!

Hi Ehsan - thanks for those suggestions. I've adopted the option to remove the manager from the Service Desk team and created a new 'organisation' called manager's group with him as the only member. I've made our Service Desk the parent of this group. I'll see how it goes, nothing that can't be changed back quickly if it's not right.

Been at least a week since I posed a question on here, so here's my latest! Part of our processes for incidents and requests sets the team to Service Desk upon receipt of a call, everyone in our team receives an email notifying them that a call has been raised. My manager has decided that he's above all of this and wants me to stop the messages going to him. Is there a quick and hopefully easy way of stopping these messages going to him? We are using the TeamAssignmentNotification template.

Victor - that's great, thanks. Closed a couple of our problem children, obviously can't be sure of the others until they are resolved. Thanks again!

Thanks Victor, much appreciated. Off for a sadly non liquid lunch.

Result! That one resolved and closed ok. Whatever you did, can you do it for my outstanding P3 and 4 calls? A star is born...

Sorry, still the same! Slacking is bad for you, I speak as one who knows....

Just tried it Victor, same result I fear.

Thanks Victor. I gave up reading years ago, drink was giving me blurred vision so something had to go....

Hi Victor. I must owe you a pint or two by now! I think the scenario is exactly as you have described - I raised and closed a P3 incident yesterday with no issues at all. The resolution times on both P3 and P4 were changed at management request last week. I expect my P3 was fine since it was raised after the change was made, and will be the same for any new P4's. Would be good if something can be done about calls raised before the change.

I removed a process from our Incident BPM on Thursday of last week, it was emailing analysts when a call was assigned and it was pointed out that this was superfluous as Hornbill handles this requirement. Not sure if it's in any way connected but I have gone to resolve a call this afternoon and received the error attached. Can anyone advise?

how I'll look at about six tomorrow...

Certainly hope to, Victor - party tomorrow to see of friends moving to Edinburgh, should be good! You too.