[How do I automatically raise requests from email]

Hi,

We're trying to set up a system whereby the majority of emails that come through should automatically raise requests that choose the summary, description and specific category based on the contents of said emails.

I know how to set up basic email routing rules and templates but I'm not certain how to configure the business processes/ progressive captures to dynamically check the email cotents in order to raise relevant requests or whether it is even possible.

Would I have to set up a routing rule for every type of request that we want to be raised automatically or would it be possible to do it in a more dynamic manner?

 

(apologies for the way the above is written, I'm unsure how to phrase the question)

[Raising requests from email with attachments]

Thanks @Steven Boardman and @James Ainsworth that's a huge help.

I'll add that step into the progcap, and yes it is when raising them manually as well.

Thanks again

[Raising requests from email with attachments]

Hi,

When we used to raise requests from email it would automatically add any attached files to the call. (This is going back quite some time now)

But now we are only able to attach files to the request by either applying an email to an existing request or by applying files that we have downloaded.

Is there a setting that we can change so that it will attach files when raising requests again or is this no longer possible?

Thanks

[Sending scheduled report - help]

Hi everyone,

Is it possible to automatically email a scheduled report on a weekly/ fortnightly basis?

I know how to schedule reports so that they run at various intervals. But simply don't know if there is a way to auto-send them.

I would appreciate any responses.

Thanks

[Problem with custom SQL query]

Thank you very much @DeadMeatGF, That's worked quite well

[Problem with custom SQL query]

15 minutes ago, DeadMeatGF said:

The Query you detail returns the total number of calls per user, per week. If you are after each user's record surely you'd need a MAX() in the Query so that it is returning one row (highest count and year/week) per Analyst?

No, I don't know how to do this.

Hi @DeadMeatGF, Where would I need to put that in the query exactly?

[Problem with custom SQL query]

That's alright @Victor, Thanls for the explanation.

As far as the other part of this goes, what would be the best way to set up the report?

Much appreciated

[Problem with custom SQL query]

@Victor - Is that a new change because it has worked fine up until now?

 

Also, what would be the best way to display this info in a report?

 

Thank you

[Problem with custom SQL query]

On 8/8/2018 at 4:49 PM, Victor said:

We can start by looking why you need to display "ever" data in a widget... Can this be limited to last or a year or something like this?

Hi Victor, Thanks for getting back to me.

What we would prefer is to be able to have the all of the data since we started using hornbill to be included this as the idea is that it displays the all time records for our administrators.

[Problem with custom SQL query]

Hello,

We previously had a widget setup that would show each users record number of calls resolved within a working week ever.

It simply showed their name and their record number of calls resolved.

However, we have not used this for a while and when I went to look at it today it flagged up an error stating "The maximum number of rows allowed (100) has been exceeded, query aborted".

The query is as follows:

SELECT
    h_resolvedby_user_id,
    COUNT(h_pk_reference) as resolved_count,
    CONCAT(YEAR(h_datelogged), '/', WEEK(h_datelogged)) as year_week
FROM
    h_itsm_requests
WHERE
    h_resolvedby_user_id IS NOT NULL
GROUP BY
    h_resolvedby_user_id, year_week
ORDER BY
    resolved_count DESC

 

Can anyone help?

Is there a better way to do this now?

[Viewing slideshows without logging in]

Thanks Martyn,

This sorted the issue.

Sorry, I would have said sooner but I've not been in since.

[Viewing slideshows without logging in]

17 hours ago, Martyn Houghton said:

@James Bartle

There is not currently a way to display this without logging in.

We also have Single Sign On enabled, but as the dashboard slideshow is run from the Admin Tool, you can login to the Admin Tool using the bypass option, so you authenticate as a Hornbill authenticated account rather than your SSO setup.

This is what we do and we have a single dashboard user which is logged in this way at our two different sites running the dashboard slide shows.

Cheers

Martyn

Hi @Martyn Houghton,

What do you mean by the bypass option exactly

[Viewing slideshows without logging in]

Good day,

In our current setup we have a PC connected to a tv screen which is set up to display our Hornbill slideshow.

It currently has to be connected to the domain and using our domain accounts in order to simply play the slideshow.

Is there a way to share the slideshow via a link that can be accessed without a hornbill account?

 

Thanks for the assistance in advance.

[New look for requests]

Hello,

I was wondering why the look of the request list and requests themselves changed in the last update?

There used to be boxes around diferent section which gave it a far cleaner and sharper look. There is nothing about this mentioned in the update log?

[Can't select dates in form]

Thankyou very much.

This has fixed the issue.

[Can't select dates in form]

Well that is a better way to put it.

It's too early to think grammatically.

[Can't select dates in form]

Hello,

We are currently having an issue with one of our forms.

When a customer attempts to fill in the form to request a new starter they cannot select a date out of the calendar pop-up other than the date on which they are filling in the form.

Every other date is greyed out and the cursor becomes a crossed out red circle.

Please help!

[Call resolution record widget]

Hi Chaz,

Following that what specific things would I need to change in order to have the chart show up?

[Call resolution record widget]

On 29/09/2017 at 10:56 AM, Chaz said:

Something to get you started, here's a query that will group the requests resolved by a user by week (year also taken into account), ordered by the most resolved

SELECT
	h_resolvedby_user_id,
	COUNT(h_pk_reference) as resolved_count,
	CONCAT(YEAR(h_datelogged), '/', WEEK(h_datelogged)) as year_week
FROM
	h_itsm_requests
WHERE
	h_resolvedby_user_id IS NOT NULL
GROUP BY
	h_resolvedby_user_id, year_week
ORDER BY
	resolved_count DESC

 

Hi Chaz,

How exactly would that be set up sorry?

I tried pasting it into the filter to no avail. The image attached is the way the options are set up. Would you be able to say how they should be in there at all?

Thanks

[Call resolution record widget]

Hi, I was wondering if there was anyway to set up a call resolution record widget.

By this I mean having a widget that displays the top 5 people who have the resolved the highest amount of calls in a 7 day period. But showing this forever.

E.G.

John Smith has resolved 84 calls in a week at some point and Keith has resolved 76 calls in one week. These top 2 places will be displayed on a widget as these values forever (Unless they manage to beat that amount)

We like to have a bit of friendly competiton in the office so this would make it all the better.

Thanks.

[How can I remove users from widgets (using filters)]

That is very useful, Thanks Bob

[How can I remove users from widgets (using filters)]

Hi, I was just wondering what the command would be to remove another person from a widget.

One of our team has recently left and due to company policy we cannot remove his account from the system yet. However, we have widgets that come up on a large screen in our office detailing the amount of calls that have been resolved by the top 5 people in a week, month and year.

I would like to know what command I would need to use in order to specifically filter him out of the equation.