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chrisnutt

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Posts posted by chrisnutt

    Change Details

    in Service Manager

    Posted

    Hi,

    I recently clicked on the "design" button on the details section of a change. There are now a lot of Change questions. Which is great. They are closely aligned with what we ask for a change (as you'd expect) and I'd like to make use of them as we are redesigning our change Pro Cap and Bus Pros. My question is, what is the best way?

    I note that they are all stored in a different table from the main request. Which as far as I remember, means they can't directly be populated through a custom form in a Pro Cap. I've noticed there is a "Change Details" node available. But what about the rest?

    Are we to inject these into the relevant fields in the business process? Is the preferred method to use an activity? Are these possible given they are in a related details table? Have I missed something key?

    Any help would be greatly appreciated!

    Thanks in advance.

    Chris

     

    Progressive Capture to update/close requests

    in Service Manager

    Posted

    Hi,

    I find myself often wishing that I could launch a progressive capture to update a request - perhaps tied to an activity - to ensure that we get good answers to questions that we may have in the middle or end of a request.

    Is this possible? Or something similar?

    An example would be that at the end of a change we complete a Post Implementation Review (PIR). In our current process, this is completed through 5 concurrent activities. This works, after a fashion, but can be hard to report on (see linked thread below). It would be extremely useful if we could just have a PIR activity that launches a progressive capture which in turn updates custom fields. This would make the PIR process much more streamlined and most importantly so very easy to report on. Other examples where this might be useful are project issues (like the ones I'm trying to report on in the below thread) and Major Incident reviews.

     

    Thanks

    Chris

    Help with report - activities as columns and last timeline update

    in Performance Analytics

    Posted

    Hi There,

    I have a need to create a report that a project manager will use to feedback to management. I've created a nice concise progressive capture and business process using custom fields and activities to answer questions at certain stages. That works well. The problem is that I am now struggling to report on it.

    Attached is my report output (and an edited version of what I would ideally like to see) as of right now and screenshots of my tables and filters. More info can be provided if needed.

    What I am trying to achieve is to have one row per request, and include the last update in the timeline made by a human, the time of that update and to have each activity as a column with the outcome in the row. At the moment I am getting a row for each update and for each activity.

    I hope that makes sense.

    Is this possible? Is there a better way to achieve what I am trying to do? Or indeed, is there a better way entirely?

    Thanks in advance

    Chris

    IT Projects issue log report_937_CN.xlsx

    tables.PNG

    filter.PNG

    IT Projects issue log report_937_CN-edit.xlsx

    Advanced analytics categorisation

    in Service Manager

    Posted

    Hi,

    I'm not sure if this has been asked for before, a quick search turned nothing up.

    I was just looking at all the measures we have set up and thinking that it is getting confusing having so many. The pagination has helped in some ways, but not in others. Would it be possible and worthwhile to think about creating categories for measures/widgets/dashboards that can then be expanded or collapsed as required?

    It would certainly help me out!

    Chris

    Report scheduler broken

    in Service Manager

    Posted

    Hi,

    Recently, I've noticed some of my scheduled reports have not run. I put it down to an oddity, ran the report manually and moved on (albeit grumbling about consistent data points!). However, today I have come to schedule a new report and am presented with the below. Is this a problem for anyone else? Is Hornbill aware of the issue?

    Thanks

    Chris

    HBScheduleReport.png

    Monthly Measure

    in Service Manager

    Posted

    Hi All,

    This may be a stupid question but I just need it cleared in my head.

    If I set a measure to a frequency of monthly, when does that update exactly? Is it one month from when the measure is created, is it the first day of the month or the last day of the month?

    Thanks

    Chris

     

    Multiple people interested in request - portal visibility

    in Service Manager

    Posted

    Thanks, @Gerry, @James Ainsworth

    I understand that it is a ways off and not on your 90-day path, but just knowing it's being discussed puts me in a better place than this time yesterday.

    Publishing a problem is not suitable, because the things being reported are not problems. They are incidents and Service Requests. Also, they can't be raised via the portal by the customer (which is absolutely correct) and would, therefore, create unnecessary admin for the Service Desk here which I would not accept. Not to mention skew reporting and cause confusion at problem review time.

    I look forward to updates on this.

    Chris

    Multiple people interested in request - portal visibility

    in Service Manager

    Posted

    Hi @Gerry

    Thanks for your response.

    I didn't think it would be a tweak, but instead quite a substantial undertaking. Up to this point, I hadn't been made aware that something like this was on the backlog though. That information alone will go a long way to placate the people asking me about this on a monthly basis.

    To be clear, the functionality I am talking about is not to allow a group to log a request - this was their workaround using a shared account. All they want to be able to achieve is to view requests raised by others in their department. The majority of requests I receive are for visibility within a department. Carrying on the Contact Centre example, on a Saturday Person A may have an issue that a colleague - Person B - raised on let's say Thursday. The manager isn't in so cannot be asked to check requests. So they can't do a huge amount but log it again to ensure something is done. Frustrating for them, and for us.

    So, if there could be a way to allow a person within a department to be able to view their department's requests in the same way, practically, as a manager does through the portal it would be a huge plus (I'm aware Supportworks could be made to work like this). The customer can remain the individual who raised it, Person B, but we'd give Person A the ability to see their department's requests (or to put it another way, Person A can see all requests that the manager of Person A and B can see through the portal), with appropriate authorisation of course.

    Please, may I be kept informed of the progress of this on the backlog?

    Chris

    Multiple people interested in request - portal visibility

    in Service Manager

    Posted

    Hi All,

    I recently received an email from our contact centre that once again is crying out for the functionality that I described all the way back in the first post in this thread before we all got distracted with the other issue inhibiting the view for managers I was experiencing. I will post the content of the email verbatim below.

    Quote

    Dear Chris,

    I spoke to <Contact Centre Manager> last week with regards our team having shared access to the IT and Estates portals,  so that we are able to log issues and requests as a team rather than individuals. She mentioned that there was some difficulty going forward with this plan through our individual accounts. I was wondering whether it might be possible to create a user account for our team, in the same way that we each have an individual account. This way when logging IT or Estate requests we would log into that account instead. The main reason being is that as we work 7 days a week, not everyone is in on the same day therefore we find ourselves logging the same issue twice as well as being unable to double check AV or Estate requests placed by another member of the team.

    It was just an idea and I look forward to hearing from you.

    <Contact Centre Advisor>

    As you can see, they are desperate for the functionality - beyond what is available to just the manager or site manager. In order to achieve it, they are requesting a shared account, which I'm sure you'll agree is not a great idea for myriad reasons.

    Can I ask that this functionality is considered to be developed, but with tight controls that an administrator can edit? There is clearly a need in departments that have casual staff or are 7 days a week and reporting issues to be picked up by colleagues.

    I have three high profile departments (Contact Centre, Memberships team and Finance) constantly asking me for this and it is not an issue that is just going to go away when I explain the system doesn't work that way. For example, I spent a long time developing a process for a single type of request that sends email notifications to everyone needing visibility. It is not particularly elegant. Doubly so because many people work with third-party portals that do allow this functionality.

    Thanks

    Chris

    • Like 1

    % of requests resolved by 1st line team (First time fix)

    in Reporting

    Posted

    On 2/7/2018 at 6:35 PM, James Ainsworth said:

    We do have a change in our backlog which would allow you to specify different criteria for what a First Time Fix (FTF) means for you.  Some Service Desks may wanta FTF  to be completed within a set time frame as well.  I will add you to this change.
     

    1

    Hi @James Ainsworth

    Can I be added to this too?

    I am very interested in this as I have been struggling with trying to come up with a suitable way to report on this metric on and off since launching Service Manager. It's currently fresh in my mind as I am creating objectives for the Service Desk.

    Many thanks

    Chris

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