derekgreen

Victor - my bad, as they say! Just successfully re-assigned the call to another analyst and he has received the notification. For good measure, I then re-assigned it to yet another analyst with the same result, so thanks very much for your help!

Well, I removed the analyst notification from the business process and waited for someone to raise a call - no one has! So I've raised a 'test' call and assigned it to myself, I haven't had a notification to confirm this. Have I done something wrong?

No problem Victor, I'd figured that one out myself. Makes a change!

Thanks Victor. All a bit strange, we have all suddenly started receiving two emails whenever a call is assigned, started happening yesterday before I'd even put this on the forum. I've removed the email analyst item from the BP for Incidents, I'll see how this goes on the next call we receive.

Thanks to Tina and Victor - we have this setting enabled in Service Manager. I expect I'll need to give all of our analysts access to mailbox_helpdesk in their security settings. Is there any other configuration required?

Hi Victor - the email is sent by the BP using the template for 'analystassignmentnotification'. Thanks.

Hi everyone - seeking advice. When a call is assigned to an analyst on Service Desk, an email is automatically sent to the analyst informing him or her of the assignment. However, if the call is re-assigned to another analyst the change is reflected on the call but the 'new' assignee doesn't receive a notification. Is it possible to set this up? Thanks.

Thanks everyone - I'll give it a try.

Thanks Armando - can you tell me what would usually be in the 'usedBy Type' field, is that where I would specify laptop or desktop?

Hi, seeking advice re asset management. I'm taking a very tentative stab at uploading some of our assets, The csv file as downloaded contains fields for far more information than I need at this time, I really only need to record the service tag, description, type and used by fields. I've uploaded a couple of items and they are being displayed ok. Is there a way of linking the asset to the 'used by' field? Being able to see which pc/laptop is being used by a customer either on their calls or against their entry in users would be useful.

Thanks Martyn - got it!

I'd like to run the newest v.2.0.6 version of the conf.json file but the first parameter it requires is an API key, something that wasn't present in the version we used when we started with Service Desk. Can anyone point me at where I can find this item?

Thanks to Victor and all others who have contributed to this cry for help! Timers and emails appear to be working ok now.

Thanks all, have told my team what has happened and how to work around it for now.

Hi. Upgraded service desk to latest version yesterday. Colleagues are complaining that since then any time they click on a call it is opening in a new tab, this is causing much confusion as they are seeing multiple instances of service desk open on their task bars. Happening in IE11 and Google Chrome. We have tried adjusting the settings but the problem persists.

A likely story - I believe you, thousands wouldn't.

Even though it was my own? Harsh!

Ok, makes sense once I thought about it!

Thanks, sounds good.

Not a problem Victor! What is the best way to proceed? You can call me on 01536 ****** after about eleven tomorrow if you have a space in your diary.

Had a look at Hornbill Wiki and set up an escalation action as per attached. This should have sent me an email for a test priority one call that I had raised and assigned to myself, but no sign of any message. Thanks.

Sorry it took me so long to reply! Thanks Victor.

Hi Victor, the setting is on.

Hi Victor - thanks for the reply. I'm not entirely sure which version of escalation we're using. Please see attached snip of the SLA's as we have configured them in Service Manager.

Hi All. Have always found the forum the quickest way to resolve problems, so I hope someone can advice with this. We successfully implemented Hornbill in October and have had a huge by in from our user community, we are receiving far more calls via Service Desk than we ever did on our old system. Now that the service has bedded in, I'd like to make things more responsive for my colleagues in ICT. I have found that we are experiencing an increase in the number of calls 'going red' as they breach our defined SLA's. What I'd like to do is have the system send an email to the owner of the call to alert them that the call is in danger of breaching its SLA. For example, we should be closing a priority one call within two hours, I would like to have the system email the owner (or maybe the whole team) half an hour before the two hours is up with a warning that the call is running into the red. All advice gratefully received.