derekgreen

Hi Dan - my colleague just closed the incident I mentioned above, the process ran to completion and the user has received the resolution email. Not sure why it wasn't working yesterday, but looking good now. Thanks for your assistance, it is much appreciated.

Hi Dan - closed a service request call this morning, the resolution email sent ok and the process completed as expected. The service process is using the same template as the incident does. A new Incident has just been raised by a customer which we will be closing soon, I'll see what happens then. In the interim I have upgraded to the latest version of Service Manager. Thanks.

Hi Dan, the last modification was made yesterday while I was trying to fix the problem prior to consulting the forum. I can't remember when I last modified it prior to that, there was no need as it had been working fine until yesterday when a colleague attempted to close a call. Sorry I can't be more specific. Thanks.

Hi Daniel, Checked in System\Email\Templates - the template exists as specified in the node. Not sure if it's significant but it is highlighted in a light grey, as is the AnalystAssignmentNotification. I surmise this is because these templates are being used? Thanks.

Hi Daniel - please see attached. I had tried a restart!

Hi Martyn. Looking at the update history we are using Build 863, I ran the update on October 26th. Does this help?

Hi. Our service desk has been working fine until this morning. There appears to be an issue when the Incident BPM tries to email a resolution notification to the customer, the HUD turns red. I have attached a couple of snips to illustrate the problem, hope someone can advise as we are rolling the service desk out to all users this Thursday!

We have just taken our first call on our new Hornbill Service desk, but we are looking for ways to improve the service both for analysts and customers. Is there a way of setting up an email notification to go to the team when an incident or request is raised via the portal? This would mean that we wouldn't need to dedicate one of our monitors exclusively to Hornbill or be constantly checking for new calls. I would imagine that this would need to be incorporated into the Business Processes.

Hi Conor , Took your advice re the setting for SQL queries, set it to ON and the clear down worked! Thanks for your prompt response. Reset the counters to zero and have just dealt with our first incident.

Hi Conor, Thanks for the advice, still not working. I'm pretty sure it will be something I'm doing wrong, I've attached a screen shot of the error message. I've tried both the w32 and w64 versions of the cleaner, same result. Thanks.

We are about to go live with our Hornbill instance so I have downloaded the zip file containing the relevant conf.json to perform a clear down of all of our test calls. I'm having issue with running the conf command, the configuration and error message are attached - I've taken out our username and password for obvious reasons! Hope someone can advise. Thanks. conf.json

Thanks Dan - much appreciated! I think we may go down the hardball route.

Hi. We are about to go live with our new Hornbill Service Desk and I wonder if anyone can advise on the following. We have always had difficulty with persuading users to enter details of pc service tags and similar into mandatory text fields, they get round the requirement by just entering a full stop or something like that. Is there a way to enforce a minimum character setting on these fields? Thanks.

Hi All - can anyone advise re the error below on our Service Request BPM? Have logged quite a few calls under this service and then tried to deal with them as an analyst, the error appears as soon as I change the priority and the process moves on to the approval stage. Sorry for the lack of detail in the attached, that's all it displays! I think that I have all of the rights required to deal with Service requests.

Hi James - thanks for clarifying that for me, much appreciated. Do you know if there is an out of the box report that picks up feedback information or do we have to design one for ourselves? Regards.

Hi Dave, Thanks for the reply. I've logged an incident as a basic user and, as you said, the portal displayed the feedback form at the point of resolution, which I completed. Maybe I'm not too quick on the update, but shouldn't the result be visible to the analyst? I can't see it in my view of the request.

I work at Corby Borough Council, we are in the process of implementing Hornbill Service Desk to replace our ageing help desk system. Our auditors have asked that we offer all of our basic Self Service users the opportunity to give feedback at the resolution of their incidents, I was hoping someone could advise on how best to build this in to the incident process.