Michael Sharp

+100 from us!!

Happened to us too

Perhaps one for you @Gerry?

Can't seem to get this working - the wiki suggests a zero in this field is appropriate but doesn't work for me? Screenshot below:

Really useful, thanks very much Martyn!

Definitely agree with the majority of @samwoos ideas however a simpler model would be to bring all functionality of the Hornbill dashboards/slideshows to banners? This could also allow us to present some key metrics to end users which would be nice which we currently distribute to heads of department manually e.g. tickets opened/closed today. Regards, Mike.

Hi all, I currently run a report to show Opened and Closed Tickets on a Monthly basis. Is there anyway I can do this with an Analytics Widget? I can't seem to get the two metrics together unfortunately! Example below of the exact report I'm trying to replicate/automate. Further to this, it would be extremely useful if you could use a pre-set scale on the request number e.g. increments of 10, 120 is the top/maximum height so reports can be compared easily. Regards and thanks, Mike.

Hi Dan, I want a burn rate displayed as daily scorecards on my measures page so I can see sparklines etc. So I can see the burn rate per day over a set amount of time? Regards and thanks, Mike.

How would I use scorecards with this please? I would like the daily burn rate for the week (Mon-Fri)

+1 on this

Any traction on this?

Probably one for the roadmap more so than an immediate query - we have just had a very interesting meeting with a company providing bespoke omni-communication integration which demonstrated a platform that integrated with our IP telephony system. This provided screen popping to a SaaS solution which identifies the customer (number match) and also triggered an action to our case management system. Further to this, recordings (and even transcriptions of those recordings) could also be injected directly onto the case notes. They also demonstrated an automated voice recognition/verification system which could be useful for HR or account recovery queries where the user is not familiar. I wondered if Hornbill had any desire for telephony integration or screen pop functionality within your platform so calls can be captured and logged more easily than manually by the agent. After speaking with my team about the concept, that was received extremely well so would expect other firms to want this - even if you partnered with a company like this to provide a similar service? Regards, Mike.

I want to hide the main banner in my service portal if a portfolio banner is in effect. To explain, when users log onto my service portal they are presented with the default home banner. I want a service portfolio banner to take priority as this will be used to inform users of major outages. Is this possible? Regards, Mike.

Unfortunately not @Steven Boardman :-(

Hi all, We have a ticket (SR00018912) stuck that hasn't pulled through any detail from it's original email and also does not have a workflow. Currently the only actions available are update (which fails), assign and connections? The ticket needs to be cancelled somehow? Regards, Mike.

Any movement on this please?

Hi all, I currently have a statistic on my wallboard that indicates tickets opened and tickets closed in a day. I would like assistance to replace this with a "Request Burn Rate" statistic if possible i.e. if we have opened 5 more than we have closed the statistic would show "+5" (conditional format would also turn this red as a negative impact to the desk). Regards, Mike.

Thanks Steve, just thought a better solution was a form of automation where service desk FAQs would be marked as team only as the majority of resolutions we want users to see however just not these. Mike.

We have FAQs limited to the service desk i.e. that sometimes can contain technically sensitive data or we would not want end users reattempting these steps in the future e.g. registry adjustments or adjustments to app data that could be otherwise very disruptive. When we resolve a fault with these FAQs, the full detail is available to the Customer view by default which could compromise the sensitive information (e.g. file paths/server names) or cause further disruption if end users attempt this incorrectly in future. Is it possible to default this to "Team" or provide less information? Thanks and regards, Mike.

Hi Victor, I used a custom filter which shows ALL tickets. However, I would have expected to see in the first screenshot ALL tickets for Ged Wilson?? Regards, Mike.

Hi @Steven Boardman, Ged Wilson is not an owner of any of the tickets as he is not a service manager user. Further to this, both these views were generated from my account so would expect these results to be the same? The discrepancy I want resolving is with requests 17908 and 16798 as shown in the screenshot (I appreciate the total number 94/54 may be because his name is included on the body of tickets). Regards, Mike.

Good morning, We appear to have a discrepancy between a user's ticket list and the service manager views - see attached. Please can this be investigated ASAP as is causing us problems on the helpdesk. Regards and thanks, Mike.

Is there a roadmap for having a Release Management catalog item function? We would like to add an option for an enhancement request on our portal for end users to submit and would like approved adjustments to be added to the change calendar without getting mixed in with our RFCs which are reserved for more global changes. Release Management in our environment would be our case management system so would include adjustments to case workflows, templates, custom fields/forms etc. Regards, Mike.

Really helpful - thanks very much @Steven Boardman!

hi, I've got a new user who is an IT Trainer who I would like to be able to deal with some incidents/service requests but also have the ability to design/publish FAQs without full admin access to the service portfolio/Hornbill Admin area. Is this possible please? I have so far given Service Request User | Incident Management User | Collaboration Role. Regards, Mike.