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chrisnutt

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Posts posted by chrisnutt

    Supporting teams restriction not working

    in Service Manager

    Posted

    I have tested and the progressive capture is behaving normally as you'd expect with the setting I mention above.

    However, I can find no mention anywhere of a setting that stops teams that don't support a service appearing on requests for that service.

    This definitely did not happen previously. All requests were restricted to supporting teams. I was often asked why a certain request could not be reassigned to another team (because they don't support that service was my answer) but now, all teams arevisible.

    Supporting teams restriction not working

    in Service Manager

    Posted

    Hi,

    I have just noticed that requests can now be assigned to all teams. See attached images. This is a major problem for us as we now have at least three areas of the business using the system and requests logged under Estate Service (in the attachments) should not be able to see any IT team. This has caused us a problem today as a mystery request appeared in all of our dashboards but it could not be located as we do not support the service it was logged under.

    It is also an issue as we have a fairly large list of teams now, but for most services the subset should be much smaller.

    This did not happen previously. It was a key thing we tested before launching. As far as I know, no setting related to this has been changed.

    Servicemanager.progressiveCapture.servicedetails.enableSupportVisibility is set on.

    EstatesServices2.png

    EstatesServices.png

    Customer Details not showing all info

    in Service Manager

    Posted

    Hi,

    I've encountered a strange issue which I can't find any details on how to resolve. One of my team asked me today why telephone numbers have been removed from the Customer Details section on requests. I was perplexed as I can see it. I assumed it must be because the info is not listed against that customer. However, that is not the case. Please see the attached two images. I am the customer on both. One is what I see and the other is what members of my team see. Why is there this difference?

    It only started happening, I'm told, last week. Could it be related to a recent update?

    Chris

     

    CustomerMyView.png

    CustomerAnalyst.png

    Email notifications are not being sent

    in Service Manager

    Posted

    Another thing that I have noticed now, since I have applied the update this morning between 1135-1140 no emails have gone to team members when a request is assigned to them individually or to the team. The last recorded email notification that was sent was at 1132, just before I applied the update.

    Several email notifications should have been sent in the past 80-90 minutes.

    The appropriate settings are still set correctly.

    Chris

    2018-02-28_12-54-14.png

    Search not working correctly after Hornbill Service Manager (1145)

    in Service Manager

    Posted

    Hi,

    I updated to Hornbill Service Manager (1145) this morning at about 1130. A few minutes ago I searched for a reference number that I wanted to check on. I put it into the Global Search bar at the top and pressed the search icon and the result comes back as if it is a request I cannot access (a service I don't support). I.E. the request title is black rather than a clickable link. Which is odd as usually, I can access everything. I double checked and I should be able to see that request - and can if I amend the URL accordingly.

    To double check, I search for a request that I raised and is assigned to me. The same thing happens. See screenshot.

    Chris

    2018-02-28_12-24-17.png

    Bounce Count

    in Service Manager

    Posted

    I've had a look through the table. The information in there is good and will no doubt be useful to do something like that (very nice) dashboard.

    I've hit a bit of a roadblock though. I want to create a widget that works out first line fix per analyst per month (note that is first LINE rather than first TIME) which is requests resolved at Service Desk within resolve time and without being escalated to another team. I've tried to create a measure for this but I can only create a measure with one table as a data source. Is there a way I can achieve this, perhaps as a widget somehow?

    Thanks

    Chris

    Bounce Count

    in Service Manager

    Posted

    Hi All,

    Forgive me if this has been asked before but I have not been able to find it.

    In a system I used a long, long (very long) time ago there was a feature called 'Bounce Count'. This was very simple field that simply incremented each and every time the request was assigned to another team. It was very useful because it helped identify requests where no-one was taking ownership and could also be used in reporting to narrow down requests that had never left the Service Desk (as opposed to requests that left and then came back).

    I'm looking to try and write a report now that focuses solely on requests that have never left the Service Desk (in the above bounce count = 0). I know there is no field for this currently, would it be something worth adding? Does anyone have any suggestions for how I can achieve the report for requests that have never left the Service Desk?

    Thanks in advance.

    Chris

    User Manager Mapping not working

    in Service Manager

    Posted

    Thanks, @Martyn Houghton

    I changed it as you suggested as a test but it didn't work. However, as you mentioned my original config at the beginning I went back there and tried the suggestions from @conorh again on a newer version of the import tool than was available back then and it seems to have now worked! I'm not entirely sure how yet, but I don't mind at this point!

    Thanks for getting stuck in to help me with this.

    Chris

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