Gary@ADL

is there an area we can check for server issues? like a status page somewhere? I suppose in a similar fashion that we would mark a service as being effected on our customer support portal for users, only in this case we are the users...

we would consider this, but the potential issue here would be ensuring all the resolution info populated? - which im not sure we can use a node to enforce as to whether both the the category and the text has been populated before the task could be marked complete?

Hi Guys - do you know when this is coming approximately? at the moment we are using a task to auto-close calls, but this doesn't seem to play well with the customer re-opening the calls via the portal etc, so would definitely be interested in a better solution, thanks

it doesn't auto-save for me if I just click 'view', - certainly not in the same folder as it would if I pressed 'save' anyway, It may well still be putting it into a temp folder somewhere I suppose.

mine gives me the option to either 'open' or 'save'

Hi Guys - am I right in thinking this change will only be implemented for requests? rather than incidents, problems, known errors, and changes? is there any scope for expanding this role, or creating new roles which apply to the above different ticket types? as this is what I need ideally. thanks Gary

@Victor @Martyn Houghton - thanks guys - yes very similar functionality, although I need it to be for all tickets (i.e. incident, service request, problem, known error, change) rather than just requests. will post in the other thread as well, cheers

Hi Guys, i may have mentioned this before, but im looking for some increased functionality in the 'resolve call' section. I'd like to be able to do the same functions as i can in the 'message' section, specifically using snippets and adding attachments, thanks

Hi Guys - is there a setting somewhere which I can enable, which will allow my users to action activities not assigned to them? for example if I create a ticket with an auto-created task, and assign it to myself. if my colleague completes this job for me, he cannot close the ticket as it requires the task to be actioned first, which only the task owner can do. I know we can set the task to assign to a team (rather than individual), however we often close jobs across different teams (plus this would create loads of un-necessary notifications for all members of the team) i can already do this as admin, but idon't want to give my users any more permissions such as admin rights etc - just the ability for a user to action an activity that isn't assigned to them. thanks Gary

@Dan Munns theirs a setting somewhere which you can enable to allow tickets to be updated by email by other/external users I believe

Hi @James Ainsworth yes that would definitely be a benefit (the prevention of calls being automatically updated once resolved). our issue is - we don't keep a view of our resolved calls (for example I currently have 38 requests in my queue) in the last 3 days I have resolved approx. 60 calls. so for me to have nearly 100 calls visible would make it difficult to work. we could close the call as soon as we mark it resolved (rather than wait 3 days for auto-closure), which would stop any further emails replys being auto-added, however this doesn't give the user chance to re-open it via the portal. when calls are resolved we do get emails to notify you that a call has been updated, but the emails aren't customisable (I don't think), so give no indication as to which call (other than a reference number) has been updated, and so can be ignored. automatic re-opening of requests isn't such a important requirement to be honest, as we can manually apply the update, then use the view button and re-open the call from there, thanks Gary

not sure if that was sheer coincidence or my mind is playing tricks, or if you guys are just super fast! but an email icon has just appeared next to harry hornbill! perfect

looks very nice - but would be nice to be able to monitor the number of emails at a glance, perhaps put an email icon next to the notification bell and harry hornbill?

thanks @Victor I can here with this exact same fault - so hopefully the above will fix. also where you have this rule - app.email.routing.rules.allowClosedCallUpdates - is it possible to implement the same rule but for resolved calls e.g. app.email.routing.rules.allowResolvedCallUpdates. so we can mark a call as resolved, then any subsequent updates are not auto-added to the call. thus meaning someone has to manually attach it and this will hopefully re-open the call at the same time. thanks Gary

Hi Guys - I don't suppose someone has looked into adding this into the filtering options have they? thanks Gary

Hi Guys - can I piggy back onto this thread, this function (to autoclose calls) wasn't available when we set our system up, and so we used tasks, which im trying to get away from so I have copied the above process to auto-close calls. the problem I am having, is that if you re-open the call after marking it resolved, it still auto-closes after the defined time. also in my flow is logic which I hoped would allow a customer update to re-open the call. the way I see it working is; after marking the call resolved, you go to the 'start' as shown on the attached diag. next, an auto-close node is trigger then it should goto parallel processing and wait for the call to be closed or updated. once the call has either been closed or updated, it should move out of parallel processing into the decision node if at this point the call status is 'Closed', itgoes to end. if at this point the call status is anything else, it should move to the node which updates the call status to 'Open', then back round... also would it be possible to include a 'delay' of 1 minute or so somewhere, after marking the call resolved and the resolution email being sent, I don't then want OOO messages to come back and re-open the call instantly, so id want the process to delay flow by a minute in between the resolution email being sent, and the parallel processing starting

Hi Guys this post was last updated a while ago... so just to confirm, is it still the case that basic users (i.e. customers) can not view documents stored in document manager. and we also cannot upload or link these documents via the service desk? like @Ralf Peters we'd like to be able to refer our users to guides or forms this would also tie in nicely with a 'cancel request' node in the pro-cap - something ive mentioned previously in another post. cheers Gary

guys - have we got anywhere with this? a visual indicator of 'some attachments' would be great, at least the user would then know to check the update for attachments, rather than assuming there are none, or having to opem every potential call update cheers Gary

Hi Guys, hopefully someone can point us in the correct direction here, we have a user (unfortunately our IT director) who is struggling to access the hornbill service portal. when he tries to connect it gives him a http500 error on page https://service.hornbill.com/error.php it seems to pass through the single sign-on authentication we have. he is a windows 10 user, but also gets the same fault via a citrix desktop. Hes also tried logging into a windows 7 machine (which I have previously logged into and tested ok) and is still receiving the exact same fault - leading us to believe theirs an issue with his hornbill account somewhere? when I look at the users section, I can see that he is showing up as online (even though he isn't), could this be whats causing the problem? is there anyway to 'kick out' users from hornbill via the admin portal? thanks Gary

or even if we couldn't use the 'user-activity' to directly set the custom field, and instead use another automated task straight after to set the custom field value based on the outcome of the task ,that would also help, which is what I was sugge4sting in my first post I think (but mapping straight from the activity to the custom field would be better still!)

Hi @steven boardman - yes that's exactly it, we're basically doing an incident management process, and we looking to be able to input a custom field for when the incident was fixed, (separately from when the call was resolved/closed) we also have another instance where we could use this - during this process, we have the option at any time to send a scripted email to the business - currently this is done by an automatically created task, and if you mark the task yes at any point it sets a value (logging category in our case since we don't use it otherwise), and sends an email to the business (notifying them of a problem). when the problem Is resolved, the BPM looks to see if the logging category is set, if it is - a problem resolved email is sent to the business. - using the logging category here isn't ideal, which is why we'd rather set a custom field instead.

Hi guys - im looking tro create a view which filters calls by service item, or catalogue item ,however these seem to be missing from the fields I can choose from? any reason why? cheers Gary

Hi guys - has anyone else noticed that when logging a call - once you've selected a service and a catalogue item from that service, then move onto the next screen - if you try to move back and change the catalogue item, you cannot, it will let you change the service but does not expand the catalogue items out? cheers Gary

thanks @cchana have given this a quick test and its definitely sped things up considerably

Hi guys - so ive noticed this for a while but its really coming to the forefront this morning, when we are logging calls its taking a long time to 'log the call' in the system once you press the finish button. this morning it is taking 15 seconds per call, for calls with a bit of workflow, see flow below (31/10/16 - 08:42) or about 8-10 seconds for 'simpler' calls, ive tried stripping the workflow back as you can see below, but it made absolutely no change to the time it took to log, is there anything else I can do to improve this? the first flow is how the process started - I noticed this was taking 15 seconds to 'log', so I thought itd strip it back and see if I could speed it up, but after it still takes 15 seconds, is there some sort of a delay programmed into your database somewhere or something?