Michael Sharp

Thanks @Victor, similar query but I'd not reported my other woes!

I've now figured this out - turns out 1 day actually means 24 hours (which split across my WTCs is 3 days). I've adjusted the SLAs so they are 8 hours for 1 day and 16 hours for 2 days instead. Very misleading however. Regards, Mike.

Hi Steven, Not sure. I do have a 9-5 WTC however my P1 is 30 minutes? Mike.

Hi James, They are Incident Management Users however what I have also noticed, the ticket is resolved/closed with the closure category forced BUT the HUD stalls and catches up when the category is set afterwards. Mike.

Hi James, I have the globally enforced closure category set which works great. Would just be handy to have the request category equivalent too! Cheers, Mike.

Hi James, The entirety of my BPM before the resolution start is automated i.e. send an email notification, set a team, set a priority then start the timer. Will review a few more and double check this however! Thanks and regards, Mike.

Hi all, Appreciate I may have missed something obvious here but my resolution times against my priorities appear not to be working properly. For example, my P1 has a 30 minute SLA but the time below indicates a very different schedule: Regards, Mike.

Hi James, I've done this but it still allows our technicians to resolve/close the ticket without setting a category? Mike.

Hi @James Ainsworth I've now implemented this. Mike.

Thanks @James Ainsworth, that's great!

Good afternoon, Is it possible to force a request category before a ticket is closed? There is a setting to force a closure category however I require the same functionality for a request category. Thanks, Mike.

Hi, I think it would be good if you could change the request category without having to Edit the Details panel i.e. with a hyperlink link in the resolution tab? Regards, Mike.

@NadeemMazhar this is when creating assets manually

Hi, very commonly my engineers advise when creating assets, they get an error saying the asset already exists. When I try to create the asset with the same details, I am not prompted. Is there anyway to troubleshoot or remedy this? Regards, Mike.

Thanks @Gerry, the Add Member function sounds like it works for us. Presumably creating a "Helpdesk Manager" group and adding myself into it allows for this to be leveraged variably? Regards, Mike.

Hi @Steven Boardman, thanks for this. This is what we have in place now with tasks however I wanted the ticket to be sorted at the requests level by resolve time as with all other tickets. Regards, Mike.

@Steven Boardman this would be a specific person i.e. I want to tag the Helpdesk Manager (myself) so I can review a ticket or tag another person for their information

Thanks for this @Steven Boardman, we're trying to move away from email as I don't think it's an efficient mechanism for production. Will try the Request Member function in the meantime but would have been nice to have the @mention function available. Regards, Mike.

Is it possible to set a specific resolve by time using request question answers i.e. a time/date is set during progressive capture. Good examples of this are when equipment needs to be prepared for use on a particular date/time or if new starters need creating on the system before they join the company. Regards, Mike.

@gwynne, few ways we do this: Custom buttons with URLs to Document Manager URL contained within a task generated at relevant stages of the process Add the document as an FAQ to the service if this should be referenced by the customer Regards, Mike.

Does anyone know if it is possible to leverage Hornbill notifications on business processes i.e. a node that tags a specific person during a workflow? Regards, Mike.

Hi Gareth, I think this is the default behaviour of Hornbill provided you are sending emails from the address that you receive emails back to, in the Hornbill mailbox? If this isn't working for you we can perhaps compare inbound routing rules? Regards, Mike.

Hi @gwynne, we historically found users often leveraged old emails to report new queries (or what they believed to be the same issue) so this approach didn't work out for us. Emails in response to closed tickets go to our Hornbill mailbox for our analysts to make that decision. Not sure if this approach would suit your organisation however? Regards, Mike.

This is now working again......?

Hi, We're unable to access Hornbill, initially I tried the admin portal and received this: Failed to initialize application Operation timed out after 10008 milliseconds with 0 out of -1 bytes received Please contact you system administrator or click here to try again Now all of my agents are unable to access Service Manager with "unable to connect to server". This has happened twice now during peak periods recently. Regards, Mike.