chrisnutt

Hi, When creating a new service, you choose a Service Category. The most obvious reason for this is to help filter services on the Service Portal. I was hoping to use this to help me with reporting and advanced analytics. The problem I have is that I keep having to update all of the reports and all of the measures when I introduce a new service. For example, I exclude Estates, Security and Motion from all IT reports and analytics. As soon as I introduce a new service, such as cleaning, I have to update everything. Conversely, I can include all IT services in this report/analytic but as soon as I introduce a new IT service (Exhibition AV for example) I have to update everything. I was hoping to use Service Category but it doesn't seem to be in the requests table. Does anyone have any suggestions? Chris

Hi @Martyn Houghton I don't know if you ever got an answer to this, but I asked something similar and came to the conclusion that you had to do it in the BPM. Which is what I now do. I don't think it is stored anywhere by the system, unfortunately. Chris

@Steven Boardman can I be added to? Will that increase the priority further? Chris

Can I check if there is any intention for Hornbill to include custom fields as something that can be added to the Request List column views? It would be very beneficial to us. Thanks Chris

Just to update, I'm using the business process to populate the External Reference field with the relevant Progressive Capture answer in order to work around this.

Thanks @Martyn Houghton The one time I didn't search first, and there is not one but two previous threads! I had the same thought and was attempting to use the external reference field but it doesn't work through a progressive capture which I'd really need it to. Back to the drawing board. Chris

Hi, I have been asked if it is possible to have custom fields selectable as columns in the request list. At first glance, this is not possible. Is there a way to do it? Thanks Chris

Can I get the login details to the demo site so I can have a look at these widgets in more detail? I don't seem to be able to find them anywhere (I have had them previously) Thanks Chris

Thanks @Gerry That's exactly the sort of thing I was after and it looks like some progress has been made. Fantastic. Chris

Hi @Gerry , I was wondering if there was any update here? Any strong statement of intent would be beneficial to feedback to our users who have screenreaders. Thanks Chris

Hi, I am attempting to update an existing measure that has been working now for quite a while. When I make a change I get an error saying "Invalid input for decimal decoder". Attached is an image of my measure and all I have done is increase the upper threshold to 1001 from 1000 and click save. Has an update invalidated the measure somehow? Thanks Chris

Ditto to this being very useful

@Steven Boardman I've just installed the update this morning and already I can see this search being so useful. It really is a great leap forward from what we had before. The feedback I have also received in the short time since I updated is really positive. Thank you! I'm also loving the ability to shrink the Service Portal icons and remove the need for the "More Services" button. No one ever noticed that, despite it being prominently mentioned in all training materials made available to our end users. A really strong update this one. Chris

@Victor As I suspected, I don't even know where to begin! So, yes, I think I will need help. I'm trying to achieve something similar to the attached (which is for response) that tells me the percentage of first line fix for individual Service Desk staff, and another chart with the total first line fix for the Service Desk. First line fix is a fairly simple metric - requests (of all types) resolved at first line - no escalation - and within resolution sla. It would be great to get first time fix too, which is a bit different from above - resolved at first contact. So logged and resolved straight away, or in the case of Service Portal requests, as soon as it is touched by someone (within a few minutes). Hope that makes sense

@Victor I may do but I'd like to have a stab at it myself first. I'll let you know. Thanks Chris

Hi, I'm just coming back to look at this. Does anyone have any idea how I could do the above? Chris

@Steven Boardman thanks. We'll apply this as soon as our Change Manager gives the go ahead, but looking at the comments above it will be well received! Chris

Thanks all. I will take a look at your suggestions. Chris

Hi All, I am setting up a new service and a new user that supports only that service. I am encountering less than desirable behaviour when this person puts in a customer in a new request who does not subscribe to that service. Hence we get the attached. If that can't be stopped somehow, it's fine, but how can I stop the progression at the point in the attached? I do not want this person to be able to raise a ton of requests without an associated service. Thanks Chris

Thanks for the reply, @Victor As long as nothing is wrong and if questioned about these things I can now give confident answers. Chris

Hi, I enabled the analyst and team update notifications for email and portal updates this morning. I set the notification type to 'Both'. I am observing some behaviour that I did not expect. First, the update notification comes from "noreply" (noreply@live.hornbill.com) instead of our usual Service Desk address. All other emails seem to be sent as usual. guest.app.requests.notification.emailMailbox is set to the default mailbox of "helpdesk". Secondly, this may be linked, the emails being sent are not visible in the "Sent Items" folder as usual emails are but they are instead in "Home -> System -> Email -> Direct Outbound" Finally, the updates don't seem to be using the templates I configured (AnalystAssignmentNotification, AnalystCustomerUpdateNotification, TeamAssignmentNotification, TeamCustomerUpdateNotification) Is this normal? I couldn't find any documentation on the wiki other than https://wiki.hornbill.com/index.php/Notifications which doesn't address these points. Chris

Hi @Gerry Just that one so far. Restasrting the process worked so we should be ok from here on out. Fingers crossed. Chris

Hi @Gerry , I spoke to soon. Just been notified of one, it was raised just after 1pm today. I guess that it will happen on any Change raised prior to the fix being deployed? Chris

Thank you @Gerry So far, so good. I'll let you know if that changes. Chris

HI @Gerry We are still having issues with Changes, even those raised after the fix was applied. Our process for Standard Change includes a step where all actions, except schedule, are locked allowing for the owner to set the schedule. When the change gets to the point where it locks these actions, we get the attached. I then have to set the schedule and restart the process at which point everything works. This looks to be the same thing that @HGrigsby mentioned above. Chris