Keith
-
Posts
524 -
Joined
-
Last visited
-
Days Won
17
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Keith
-
-
Just wondering how and when those who were unable to attend Insights 19 can read about announcements and future changes to the Hornbill app suite?
Regards
Keith
-
On 5/21/2019 at 12:08 AM, Michael Sharp said:
Does Hornbill support escalation actions? i.e. email to agent, then supervisor etc? Realistically this kind of automation is badgering end users unnecessarily and doesn't portray quality service in my view.
I guess your view depends on your customer base. For me, my customers are all internal to my organisation. At the same time our auditors demand that we are not able to close a request on behalf of a user, they must do it themselves. So, without "badgering" the user the closure rate is very low. Whereas, it increases significantly if we "remind" users that they have not closed their requests. The term "Horses for courses" springs to mind.
-
Actually @Victor my process is related to after the request has been resolved whereby we want to "encourage" users to close the request (assuming the resolution is working of course). I have configured a 3 stage mailing which essentially waits for the status to change from resolved. After a period of time I send a mail, then set another wait status change and repeat. We do this 3 times, using three slightly different mail templates with increasingly stronger statements. After the third attempt, I close the request automatically.
This really helped in getting our request moved from Resolved.
-
1
-
-
1On 3/22/2019 at 9:31 PM, James Ainsworth said:
On Activities you can...
- Create and schedule reports against the activities for auditing purposes
- Activities can have attachments
- Activities can be managed through calendar Views
- Managers have views of the activities of their managed staff
- Activities have reference numbers
- Activities have templates
- Custom Outcomes
- You don't need a Service Manager license to work with Activities
@James Ainsworth I think it would be useful to have a webinar or similar on the use of activities. I am sure we are underutilizing their capabilities.
-
Hi David,
Thanks for the explanation. I can see why its difficult to explain
However, surprisingly, I get it. This seems like a great change, though in all honesty, I don't think it's been an issue of us.
Really appreciate the explanation.
Regards
Keith
-
Can someone provide more detail as to exactly how guest.app.view.ITSM.serviceDesk.slm.amend.includeHoldTimeOnSLChange works and what affect it has on calculations.
-
-
Can someone explain the difference between h_fixtime and h_fixsecs? Are they both measured in seconds?
I am doing some reporting in PowerBI and want to be sure I am reporting correctly as the numbers are impossible to reverse engineer from request data.
I'm looking to create a measure in PowerBI that represents resolution time in hours or/and minutes.
Thanks
Keith
-
-
Thanks @Lyonel will do.
-
We are having many issues this morning after being updated overnight to build 2975. This seems to be affecting users in IE and Edge in particular. Please investigate urgently as this is our month end which ty[pically generates highest volume of incidents.
-
Keith - We are experiencing issues this morning which seems to be impacting users using Internet Explorer or Ege. Is this related?
-
-
I just updated Service Manager (I was behind on my updates due to absence) and was excited to try the ability to change column views. However, I notice that my view list is now persisting until I click the views button again. Is that expected behavior?
-
13 minutes ago, samwoo said:
I just wanted to say that I saw some 3 new settings and I've changed them... the new Service Portal looks really nice afte making these changes when going into the Services!
Do you wanna share what those settings are?
-
Excellent! Thanks @Steven Boardman .
-
Sounds like a nice option to have. +1
-
1
-
-
Thanks @Steven Boardman I appreciate it.
-
Thanks for this roundup. Are we going to see more of these?
-
Thanks for the response.
In answer to your questions in order...
1. In our scenario, our approval step has six approvers listed. Therefore the approval step is still valid but the BPM would not progress until one of the "other" approvers approved the step. I can see this would be a problem for you if the approval step only had one approver. Perhaps you could make this option only available where there is more than one approver. - In honesty, I am less concerned about the member function, I only added that for completeness.
2. This is a problem. Let's leave the member out of the equation for now. The auditors will have a problem if the requests is approved by someone who is shown as the customer or the owner at time of checking. However, I think they are unlikely to check the timing of these partner changes, but can see why this is an issue if the customer or owner changes to be someone who is one of the designated approvers. Not sure what can be done about that, but I take that over what we have today.
Let me know if you need any further detail.
Regards
Keith
-
Some of our BPM's have an approval step which we use in relation to compliance activities. Under the compliance guidelines, an approver must NOT approve any requests for which they are the customer, owner, or member of the request. To date, we have entrusted our approvers not to approve such requests where they are involved. However, our auditors have found a number of instances where this rule has not been adhered to.
Would it be possible to introduce a feature/setting whereby an approver cannot approve a request where they are the customer, owner or member?
I have considered trying to build something into the BPM whereby we check the customer/owner and have branching to different approval steps containing different approvers, but this is complex and liable to cause significant issues when approvers change. Currently, we have 6 approvers whom can approve these requests.
Regards
Keith
-
@Marc Littlefair , try this thread on a similar topic.
Not sure why your wait status change is not expiring but I think you incorrect in expecting the status to change on expiry automatically. It will only expire when no change has occurred and the expiry will not affect the status. If you want it to change you will need a step in your BPM to do this.
Like you its been a hard week so I could be wrong
-
Thanks for the comments @Gerry , I'll discuss internally and see if we can improve things.
-
Thanks @Ehsan seems to be working now. Thanks for the quick fix.
Insights 19 Update
in Service Manager
Posted
Thanks @TrevorKillick