[Wait for Customer Response]

No the users still get the buttons and if they click close it closes automatically, if they click 'it's still broken' it reopens the call.

I am just having issues with the resolution timer as I have the timer stop as the last node but when a resolution is added it closes the timer anyway. I am sure it is just how I have set up the BPM though.

[Wait for Customer Response]

Hi @DeadMeatGF,

You can set an auto close node as attached if that is what you are looking for (set to 5 minutes in the image for testing)

We have an auto close on our incidents to give users time to fully test all resolutions.

 

[Feedback Issues]

Thanks Dan,

I have run a sample report and it is including the 0 values rather than Null values so it would seem that if feedback is not left it marks it as a 0 rather than Null.

[Feedback Issues]

Hi all,

I will apologise now as my analysts are on a testing phase and are throwing up issues all over the place so this may be the start of many posts.

Is there a way of displaying feedback scores per analyst complete with the actual comments left? In our current system the feedback is a form hosted on one of our servers which then emails line managers with the feedback score and comments for the analyst. These are used in the 1-2-1 reviews every month and go towards mid year and annual appraisals so they are quite important to the analysts as well as the service desk metrics book.

Also is there an option / way of ignoring the "feedback not given" scores as it would seem that a request with no feedback is counted as a zero and is still counted towards the overall rating (see attached image of my feedback scores - I am better than it would appear I promise!) 

Again as user feedback is used in monthly and yearly reports on the analysts it is important to make sure that they are getting represented fairly by the system.

Thanks

Dan

[Suspend BPM - Wait for category]

Hi Alex,

I did look at the action focus but there is no 'Category' in the list. Leaving it as automatic leaves me in the situation described above. 

For the moment I will add a checkpoint for the category and introduce further training for the analysts on the issue. I would still like to raise the enhancement request as above to present the category list to the analysts upon reaching the suspend node though. 

Thanks

Dan

[Suspend BPM - Wait for category]

Hi all,

Our Incident BPM is set to suspend for a number of reasons after logging the call. 

The user will log the call in the portal and then the BPM will suspend - wait for owner. Once owner is assigned it will suspend - wait for category. 

Now, when the BPM is suspended it will normally focus on the action it is waiting for, however on wait for category there is no auto focus. The analysts have to go into Details > Edit > Category to set the category which is a little out of the way and during our internal test phase almost all of the logged incidents have been logged without a category. There is also nothing to tell them what the BPM is waiting for so most of them didn't know they had missed anything and the ones who did know didn't know what it was. The BPM will not move on correctly without the category and tasks are not generated with is kind of the point of the BPM in the first place. 

Can I raise an enhancement request to make the suspend - wait for category auto focus on the required step or (preferably) present the analyst with a list of categories to select from based on the category level of the service? I don't want to add it to the procap as I don't want users picking their own categories as that is always a bad idea. 

 

Any other ideas welcomed. 

Thanks 

Dan

[FAQ Library]

Thanks James,

Hope to hear an update soon! 

Dan

[Emailling entire call details]

I fear it will be the timeline that will be the issue. 
 

I know you can map 25 questions to custom or extended fields on the email variable but there is nothing for timeline. 

So you could email the call ref and questions automatically but there is no way for them to see the timeline that I can see.  

[Emailling entire call details]

Hi Sam,

Just out of interest how many question answers are you trying to map to the email? 

[Emailling entire call details]

Hi Sam,

As a work around could you not print the call to a pdf and attach it to the call and email the user the pdf.

Again, I know it isn't the best way of doing it but it will give the information you require in an electronic format.

I tried copying the text from the print screen but it loses all formatting once you paste it into the email field.

Thanks
 

Dan

[Force closure of request if BPM fails]

If you setup a view to show you cancelled calls in the request list (I have just selected call status=cancelled) and select a call it should show you the cancellation in the timeline like this:

 

[Force closure of request if BPM fails]

Hi,

If you log on to your instance with the https://live.hornbill.com/<instance> you can close the ticket by selecting it from your Request List and then clicking the cancel 'x' (highlighted yellow in the attached image)

Once you cancel the ticket won't be visible in the portal

 

[FAQ Library]

Hi all,

I was wondering if it would be possible to have a way of holding the FAQ documents in a central place and having a system for what service to display them on?

At the moment we have a few FAQ documents that are relevant for more than one service and we will have to make sure that all copies on all services are up to date rather than update a central document and then display it across multiple services.

An example of this is adding a mailbox to a corporate mobile.

We have had instances of iOS updates dropping the mailbox so the FAQ will show in 'Incidents', we will also display it in 'Service Requests' as the request new hardware service lives there. Finally it will also be displayed in 'Mobile Devices and Remote Working' and in 'Staff Changes' for new starters

Obviously should the document change we will have to remember to update all 4 documents. This isn't too bad at the moment as the number of FAQs I have written is quite small but once we start using the system in a live function and the FAQs are also written by the analysts and the number grows it will be a task it itself to make sure all copies of documents are up to date. 

I was thinking of showing all FAQs in one tab and having a multi select drop down list of available services after each one as per the attached image.

[Missing form in procap]

Thanks Miro,

All works as I wanted now.

Dan

[Hiding unanswered questions]

OK, thanks @steven boardman

[Missing form in procap]

Hi all,

I have an issue where the progressive capture is missing a form out even though it should include it.

It is set out like this:

Hardware / Software Purchase > Check box select

If software selected use form 1

If hardware selected use form 2

If both selected use form 1 then form 2

 

The first two scenarios work fine but if I select both options it misses out the software form and goes straight to hardware > finish

The decisions are set: If Q3 contains "hardware" > form 1 > end, If Q3 contains "software" > form 2 > end, If Q3 contains "hardware" & "software" > form 1 > form 2 > end

I have tried contains and == to no avail. I have tried swapping the order of the forms in the pro cap also to no avail. Hopefully someone can help!

I have attached the pcf

Thanks

Dan

stb-hwsw-purchase.pcf.txt

[Hiding unanswered questions]

Thanks for the reply @steven boardman

Do we have a rough timescale for this (weeks / months )

Thanks

Dan

[Hiding unanswered questions]

Hi,

Is it possible to hide the unanswered questions in a progressive capture form in the service manager view?

Some of our forms have a lot of questions and sometimes it seems the ones that were answered get lost in a sea of 'not answered' text.

Thanks

Dan

[Display SLA Priorities on User Portal]

Hi Derek,

Steve linked to the wiki markup page here: https://wiki.hornbill.com/index.php/Wiki_Markup  Wiki markup is just a language used to make visual changes to text on a web page such as bold, italics etc.

But basically to link a hyperlink in wiki markup you need to do it like this:

[[https://www.internet_link.com|What you want your hyperlink to actually say goes here]]

So if you want to link to google for example but you want the link text to say "Search the Internet" it would look like this:

[[http://www.google.co.uk|Search the Internet]]

[Display SLA Priorities on User Portal]

Thanks @steven boardman

I tried the carriage return method of line breaking also but it still doesn't show in the service sub title.

I have had to re word the service sub title to 66 chars to make sure it doesn't also show the line below.

Thanks again,

Dan

[Display SLA Priorities on User Portal]

Hi @steven boardman,

What is the correct way to inset line breaks into your wiki markup?

The wiki markup shows correctly in the dropped down service descriptions but line breaks render as text rather than an actual line break. The wiki markup renders as plain text in the title of the service tile which is why I was hoping for a line break.

I have tried {{-}} and {{break}} but neither of these work. I have also noticed that other wiki markup fails to render correctly such as ---- (horizontal rule) and : (indents)

Is there a list of useable wiki markup anywhere we can refer to?

Thanks

[Schedule Calls to log automatically?]

Thanks @steven boardman,

I was hoping to put them into the checklists but this works just as well.

Thanks again,

Dan

[Schedule Calls to log automatically?]

@steven boardman is there a way of adding clickable hyperlinks in the .json file?

We have a number of web locations we require to visit as part of our daily scheduled tasks and as it is in the browser already I was thinking it would be easier to just click the link in the check list rather than copy and paste it every time.

Thanks

Dan

[Accessibility requirement - Change field colour on assets]

Hi Reena,

You need to set this up in Internet Explorer. If you open IE and then open your internet options (cog at the top right > 'Internet Options') then select 'Accessibility' and turn on 'Ignore colours specified on webpages'

Hit 'OK' and then open 'Colours' Untick 'Use Windows Colours' and then select the colours for what you need.

Hope that helps

[Email notification when incident raised in Service Portal]

Hi @Alex8000,

Should you wish to set the email notifications up for individual BPMs you can set it up as the attached image.

It will just send an email notification to the supplied address.

Hope that helps

Thanks
Dan