Michael Sharp

When we run a report on purchase price, we are presented with an additional 12 zeros on the end of each price. Please can you advise if this a fault with the system or our configuration? Regards, Mike.

Hi all, Is anyone having issues when editing documents in Edge? I'm having to use Chrome at the moment as I can't carry out many of the functions e.g. insert row does not work, the save button does not work etc. Regards, Mike.

Hi Brian, We have the exact same process with our company and have used custom progressive captures, simple lists and automated emails to the supplier to service these requests. The email responses then feed back into the ticket automatically. Further to this, we explored the idea of this ourselves (went down the route of dummy operators, contacts, custom priorities etc.) but we went with option 1 and marked the ticket as either Open (i.e. awaiting feedback) or On-Hold to represent awaiting a supplier to arrive, the closed once they had resolved the fault. p.s. I'm sure Bob stole my idea on option 1 as this wasn't suggested by Hornbill when I raised this Mike.

Thanks very much Ehsan - that's great. Regards, Mike.

Hi James, Another thought I've had, is there a way to configure this so the actual question is in bold and the answer in plain text and the "question" and "answer" are not visible and separated by carriage returns? This would be aesthetically better in my opinion. For example displays as: Which Files are you trying to access? I need the recording from the Glover case from Mondays meeting Which Colleague? Sue Lang Regards, Mike.

I have now figured this out for myself - bit disappointed this topic was not responded to despite the amount of views!

This actually worked perfectly for me thanks! Mike.

I have an issue with placing tickets automatically "on-hold" during stages of a ticket. Please can someone help me out with this? Workflow as follows: Request Details -> Human task (error when completed) -> Checkpoint node (completes fine) -> Automatic Email Notification (sends fine) -> BPM1 (attached) -> BPM2 (attached) -> Authorisation node -> Decision Node Regards, Mike.

Hi James, We managed to service this by inputting an external reference number and pre fix where third parties are involved on requests. This seems to service our requirements so we will go with this I think. Thanks very much for your input however - it would still be useful to know how contacts can access tickets as a connection however? Regards, Mike.

Hi James, Thanks very much for these suggestions - I hadn't appreciated there were other ways to service this. In regards to the contact and connections feature, that sounds like something that fits our purpose. I'm not sure how they are able to log into our system to see the updates however? Further to this, ideally we want to filter the requests (rather than run the report) for a particular third party however there isn't a "connections" filter on the view? If we have to run a report to get this information then that will have to do. Further to this, I'm not sure how to implement or find options 1, 5 or 6? I have found custom statuses however can't see an option from within the request to set a custom status as an analyst? Regards, Mike.

Is there a way to report or filter all queries that have been referred to third parties? We want to be able to run a report or filter on requests so an overview of their service levels can be monitored and also reviewed at account meetings. An idea we had was to create a user and assign them to a ticket however as you can appreciate we don't want to pay for a non-collaborative user that will not update our systems - the updates will be added by the internal team here. Perhaps a virtual user type could be created to service this unless you could suggest another way? Regards, Mike.

Hi Ehsan, Thanks for your response, this worked for me (Supporting Teams). Regards, Mike.

Thanks for your response - are we able to set SLAs based on who is a member of a group in Hornbill? Or by user's job title?

Thanks Ehsan - I think the "supported by" option is the most suitable for our scenario. I'll test this. Mike.

Hi Steve, I think from a technician's point of view, the ticket reference is much less important than who the customer is and when it was logged. For that reason the preference would be to show the customer and raised on fields instead on the main request view? For example Partners of a company are going to be prioritised when browsing through the list, as are requests that have been raised the earliest.

Excellent, thanks James - working perfectly!

Is there a way for someone to be able to view all content on the request list without being a member of the teams? Our IT Director wants to be able to view all tickets however does not want to be included on all of the tasks assigned when assigned to teams. We also have another member of the team (training manager/their assistant) that may review requests periodically but will maintain their own task lists - these would not be part of the technical teams ideally.

Is there a way to customise the request view on the mobile app? Our analysts don't care too much about the ticket number, more who has logged the call, when, and the summary. Regards, Mike.

We are also interested in a scheduled call facility. This is important for checks to be carried out by our staff for example on the second Wednesday of each month (the day after Windows Updates are released), we have a member of the team check and deploy the updates to a test group for example. Another example we have is a daily morning check (rota basis) carried out by the team where we log on and test everything is up and running across the firm before staff arrive into the office.

Is it possible to report on requests while grouping or filtering by user's department (AD or Hornbill group)? I want a report to show all requests raised by all departments as well as a tally for each over a given period. Regards, Mike.

Hi Ehsan, this is if we have received an email to our personal account which in fact should have gone into the Hornbill system? Regards, Mike.

Unfortunately this is still the case, I am able to edit tickets as System Admin

Please note since the upgrade this morning to Service Desk, our analysts are not able to log, amend or close calls. Please can you look into this immediately. Regards, Mike.

I would strongly agree with Martin - this feature has to be available? Even if the post has a mark on it to say the post has been edited? Further to this, it is very easy to post updates on the wrong ticket if you work with multiple tabs which we would want to avoid.