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Alex8000

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Posts posted by Alex8000

    Change default categories per service (or mark time as billable?)

    in Timesheet Manager

    Posted

    Hi @James Ainsworth, 

    I was wondering if my post helped you. 

    In a nutshell: In our servicedesk analysts regularly close each other's requests. They have to be able to then also log time against the request. This is not possible with tasks as only the task owner can close a task. Assigning tasks to the entire team is not an option due to completely drowning out the tasks list for everyone.

    Hope this helps,

    Alex

    Searching for Customer when raising a request

    in Service Manager

    Posted

    On 28-10-2016 at 1:32 PM, Ehsan said:

    You select a combination of first name, last name, full name or email address AND organisation or site name. You will then hit the Search button, which will then present you with results.

    Hi @Ehsan,

    That third option would be great for us!

    Might this advanced search also be the location where one is able to add a new contact record for an organisation without exiting the progressive capture? I understand that the ability to create a new contact record within the progressive capture is somewhere in your backlog, this might be a nice opportunity to pick that one up as well.

    Thanks,

    Alex

    Notify external organisation manager on certain triggers

    in Service Manager

    Posted

    Hello all,

    We are currently in a situation where we would like all employees of an organisation to be able to log requests but also have the manager (the organisation manager who has the rights to view all requests of an organisation) get notified whenever one of these requests get created.

    Also, whenever a certain decision has to be made for these organisations one of their managers should be able to easily be requested by us to either approve or deny a certain change/order/request.

    Is this currently possible with external customers? 

    Thanks,

    Alex

    Improved global network performance

    in System Administration

    Posted

    Hi Gerry,

    Thank you for that blog post, I read it with great interest! 

    I have noticed something strange that may be related to this.
    If I look at the email hyperlink we send in our emails you can see that the email address has been replaced by an text linking to the following page: 
    https://live.hornbill.com/cdn-cgi/l/email-protection

    " The website from which you got to this page is protected by CloudFlare. Email addresses on that page have been hidden in order to keep them from being accessed by malicious bots. You must enable Javascript in your browser in order to decode the e-mail address. "
     

    For example, take a look at email 7208 in our instance. See below screenshot of the part of the signature showing the described behaviour.

    fuPEvo3.png

    I presume this is only in the browser and only when Javascript is not enabled in the browser? 
    Is this normal behaviour?
     

    Thanks,

    Alex

     

    Edit: for some reason the entire thing turned into a hyperlink. Can't seem to get rid of it. Apologies.

    Searching for Customer when raising a request

    in Service Manager

    Posted

    A more advanced search feature when raising a request would be terrific. We have about 9000 contacts in our (external) customer database with some of them having very similar organisation names. Being able to search for postal codes or the values in custom fields would definitely help us. Maybe 'hide' this under an 'Advanced Search' button in the Search Customer screen?

    AqKG1oA.png

    Customer Notification of Analyst Update

    in Service Manager

    Posted

    We come from Zendesk and have been very used to the 'Update = Email' principle. The having to switch to explicitly emailing someone instead of just posting an update took some getting used to but works alright now. 

    We have not disabled the update option but only use it for internal comments. The minute the 'email notification on update' feature is implemented we will switch to using that, and only use the explicit email corresponding with third parties like the customer's MSPs etc.

    Issues when searching for translationstrings

    in Service Manager

    Posted

    Hi Riz,

    Thank you for the elaborate answer! I spend all my time in the customer portal as we only provide service to external customers.  I'm pretty sure you switched the headers above the translation strings though. I can find all three of these strings in the customer portal but not in the service portal (which is alright because we don not use that one ;-) )

    After checking I found that I had already translated all three strings for the customer portal but the translations don't seem to 'come through' for some of them. This horrible MS paint creation shows what I'm talking about.

    The first arrow - Waiting for feedback - this works!
    The second and third arrow - My requests and Organisation requests respectively - don't seem to work. 
    The red box - Are the translation strings for this drop down box also missing?
     

    Xmw3ORj.png

     

    The orginal post was about problems I was experiencing when searching for specific translation strings. This problem seems to have solved itself overnight. Don't you like it when things solve themselves?
    Also, I hope my piece of MS paint art doesn't cause too many headaches.

    Thanks,

    Alex

    Issues when searching for translationstrings

    in Service Manager

    Posted

    Good Morning @cchana,

    Since you so wonderfully showed me how to translate that one string, I was wondering if you would be able to point me in the right direction with regards to translating the following:

    2yNAJEY.png

    I have translated all lists of every module and translated every guest.* string of every module.
    Completely stumped as to why I have not managed to translate these!

    Thanks,

    Alex

    Task assigned to old owner

    in Service Manager

    Posted

    Hi Mark,

    You can have the BPM check for new owners by executing an automated 'Get Request Information' action before assigning the task. 
    In this process the BPM only checks for the most recent information at the very beginning, and will continue acting on the information that has been received then. 
    Implementing this would mean adding one additional node for every manual task.

    Whether or not the BPM ought to function differently or not, this is how it's done at the moment.

    Inconsistency in exported data from database direct queries

    in System Administration

    Posted

    Hi all,

    Not sure where to place this, apologies if this is the wrong (sub)forum.
    I am noticing some inconsistencies with comma placement in the from database direct exported .CSV's.
    When running this simple query: 

    SELECT * FROM h_cmdb_assets as a
LEFT JOIN h_cmdb_assets_computer_peripheral as b 
on a.h_pk_asset_id = b.h_pk_asset_id
WHERE a.h_name LIKE '%Jabra%'
order by a.h_pk_asset_id ASC
limit 250

    I get the following data returned:

    VktXtZR.png

    As you can see the the retired_date column is only filled in on the first record. 
    When exporting this through the CSV button I get the following .CSV (opened in Notepad++ before even touching it with Excel).
    I took the liberty of "tabbing" the plain text for readability
    9qQa0Q1.png

    As you can see the exported file seems to be missing a few commas. This happens throughout this document and other documents exported this way.

    Does anyone else experience the same problems?

    Thanks,

    Alex

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