Melissa Gurney

Thanks Victor

Hi Victor, Sorry about that I thought they had uploaded.

Hello, I am receiving the following error when trying to log a call through self service. The call logs but then fails as it is not successfully assigned to the team. This is the business process: Are you able to help me work out what is wrong? The correct BPM and PC are assigned to the catalog item and the team is added as a supporting team to the service. Thanks, Mel

It was set to this: I changed the type to general and tried again which did not work. I then changed it back to team, came out of everything and went back in and now it is appearing... Thank you for the explanation of how it will work in Service Manager it was very useful. Melissa

@Chaz Thanks. It doesn't appear in the list of supporting teams when I try to add it. It doesn't appear in the Team drop down list. This is also for subscribers. It is as though it does not exist.

Hello, In SupportWorks we currently have sub-teams/queues where calls can be assigned for action. For example we have Infrastructure Team > Infra-Escalations. It acts more of a sub-queue where our first point of contact moves calls to if they require further action by senior analysts. In Service Manager I have created a team called Infra-Escalations with a parent of the team called Infrastructure Team. "Infra-Escalations" does not appear in any team list so it is not possible to assign calls to it. Is there a way this can be done please? Thanks, Melissa

It would appear that the Services have lost their assigned SLA's. Not sure how that has happened (Updated on Friday so perhaps related?) but I will re-add them in now. Thanks

Hello, we have resolved this issue now thank you.

Hello, We have one service that does not seem to be picking up a response SLA. It follows the same structure of BP to other services that are working fine. Is there anything you can see in these screenshots that may be causing the problem? This is what you see in the call itself. All other calls have a response timer above the resolution timer. Many thanks, Melissa

Excellent thank you for the quick response. Melissa

Hello, We have a team of users that are only supposed to see calls that are assigned to their team and absolutely no others. I have set this up and have carried out a number of tests and have seen that if the user searches in the request search bar at the top of the page, they are able to return results for all calls but are not able to click on the ones they do not have access to. This is an example of searching for a call where the user does not have permission to view, but is able to see the call description and basic details: I imagine this has been restricted as much as it can but is there a way that these calls can be hidden completely from those who do not have access to view them? An example of where this may be an issue is if the staff member's name had been mentioned in the description or subject of the request. Many thanks, Melissa

Hello, is there any update on this? Is this something that will be introduced or considered any further? Thanks, Melissa

My apologies Pamela. I will delete this thread. Thanks, Melissa

Hello Are there any future plans for allowing roles to be assigned to a team? Currently there are only options of assigning to all users or assigning to individual users. This creates more administration than necessary and the process would be sped up somewhat if there was the option of assigning a specific role to a team. For example: Assign Mailbox Access Role to First Line Service Desk Team. I apologise if this has been asked before. Many thanks, Mel

I would just like to add that this is something that has been asked again and again by a number of our first and second line support teams. A number of our teams require the ability to search for items in the timeline and find examples of where issues may have happened before. The search functionality at present is very limited. Thanks, Melissa

Hi Steve, Thanks for that. Yes - my apologies. We use a script to grab items from our AD DB to an SQL database. We then extract the info into Hornbill using the asset import tool. I can send the info over to you to double check what we have. Thanks, Mel

Hi, I have noticed that a number of our assets have been duplicated in Hornbill. We use the AD asset import which runs each night. There is only one of each in AD of course. For the AD LDAP user import, there was a line that specified whether users were updated/created but I cannot see that option in the .json file for asset. Is it possible that instead of updating an asset in Hornbill, it is creating a new one if there are changes made in AD? Thanks, Melissa

Hi James, That's great thank you. That makes sense. Melissa

Hello, If a user is removed from Active Directory is their Hornbill account also removed automatically? If so, how long does this take and what happens to any calls that they may have - either assigned to them or raised by them. Thanks, Melissa

Hello, I have entered a https url for an image stored on one of our externally facing web servers. I am able to navigate to the URL from my browser (internally and externally) no problem at all. The image is the recommended size and type as detailed on the wiki and it is, as mentioned, https. I have confirmed that the security settings on the image/server will not cause any permission issues and cannot figure out why the image is not displaying. It does not error, it simply isn't there... Do you have any idea what may be causing this? Many thanks, Melissa

@steven boardman thank you I have raised a call with them this morning. Melissa

@steven boardman its pretty much any page in live. mainly request list/request details. Having to refresh to see new updates etc. Thanks, Mel

I will give that a go thank you Steve. I appreciate this is a different topic but our pages don't auto refresh with new info. In order to see new updates etc, we are having to manually refresh the page. Is this something controlled in a settings also? Thanks, Melissa

Hello, I am hoping you may be able to help. We have a team who we would like to lock down so that they can only see calls raised to their two relevant services. They should not be able to see any calls that have been raised under any other service. Anyone should be able to see their calls and anyone should be able to raise calls under their two services. Could you tell me what the best way of doing this would be? I have tried a few different ways but can't seem to get it quite right. I hope this makes sense. Your help on this matter would be appreciated. Many thanks, Melissa

Thanks @James Ainsworth This was from feedback from our analysts during testing. We have a couple of custom forms in there, but the PC is mainly made up of required default forms. It would be interesting to go through it with them again, encouraging keyboard use rather than mouse clicks to see if that speeds things up a bit. Thanks again for the explanation. Melissa