Claire Holtham

I'm getting similar requests from our users, having to pick the hour and then the minutes is unnecessarily fiddly. If everything defaulted to midnight for the on hold time picker, that would be better, as usually when setting the 'on hold' time you'd want to set it to a whole hour (like 09:00 start of day) Also, on Martyn's screen shot it just shows hours and minutes, ours shows seconds too (which makes it even more fiddly) Is it possible to change that in settings so we only see hours and minutes? Cheers, Claire

Hullo, My users are asking about this too. They would like a notification email when the hold expires and the call comes 'off hold'. The solution outlined above in the thread (dealing with it through the BPM) is not applicable to our circumstances. Cheers, Claire

Hullo, I was wondering if there was movement on this topic? Is there any plan to develop rich text fields for Service Manager? So that any screen shots that are provided when logging the call are visible in the call description (rather than having to look at attachments). I'm looking at an authorisation process, and having images & text visible in the Summary and Description fields would be invaluable to streamlining and simplifying the flow of information. Cheers, Claire

Thanks Steve! Am I right in thinking that without 'catalogue items' it's not possible for Change to be set up as self-service?

Morning, Having catalogue items for change would also be very useful to us in York too. Do let me know when it becomes scheduled for development. Regards, Claire

Logged! Thanks Ehsan.

I've been made aware that there are no email notifications being sent when a call is updated. I'm aware that the update notifications don’t have a custom template, and that those emails are supposed to come from ‘noreply@live.hornbill.com’ as per https://forums.hornbill.com/topic/10052-analyst-notification-emails/#comment-46461 However, the only ‘noreply@live.hornbill.com’ email in my Outlook is one that was generated before we went live in January. We have the 'guest.app.requests.notification.notificationType.emailUpdate' set to 'both' - what am I missing... Claire

Thanks very much James! I'd been running multiple reports and then manipulating them in Excel. This will make life much easier. :-) Appreciated! Claire

Hullo, does the 1000 line limit apply to the reports too? I've just ran a report and it appears to be truncating at 1000 lines.

Hi Victor, I've tried spotting trends in what works and what does not. it's not specific to Service Requests or instances; it's not specific to particular bpm's - our cyc_incident_live bpm (which is probably our most used bpm) sometimes auto-closes and sometimes doesn't. Ive attached a screen shot of the bpm. I have created some reports - which capture the below fields I can attach them to the call if you think that would help. Request ID Catalog Date Closed Date Resolved Status Service Name Closed By Username Closed By Team

We have noticed that some times our calls are auto-closing after 7 days, and some times they are not closing at all but remain at 'Resolved'. The calls that are closing properly are being marked on the checkpoint as 'closed', and the status is updating to 'Closed' by the system user: System Internal Context - this is happening after 7 days (so there is no difficulty with the working time calendar). The calls that are not closing properly, are still being marked on the checkpoint as closed, but the status is not updating, and remains at 'Resolved'. For the period 1-7th march where 700 calls were resolved, 368 (half) are stuck at resolved, and of the 332 that were closed - 115 did so automatically (so a quarter). There is a range of bpm's being used - but the issue is not specific to particular bpms. Our set up is that there is an activity requesting feedback/closure, and once that expires the 'System Internal Context' is supposed to close the call. Is it possible to re-trigger that 'System Internal context' so if the activity is expired it closes the call, and we don't have to manually set hundreds of calls to 'Closed' manually? I'd also like to know why there is the inconsistency!

Scratch that I've found it: it's the intuitively named h_sys_account_groups. It would be good if more than just the main requests table was listed on the hornbill wiki.

Afternoon, We have a requirement to be able to report on the calls for a particular section of the Council (Libraries). So we want to be able to select based on the 'customer's organisation'. In the admin module, system, organisational data, organisation = Explore NB these are not external organisations, they are internal organisations. So I can't use 'Organisation_id' or 'Customer Organisation Container ID' as they are blank. Can you advise which tables this sits in so I can join it to the customer id in the main H_itsm_requests table please. I've tried browsing round but cannot find it. cheers Claire

btw I have been watching the videos. they are useful, but focus on how to create the dashboards, not how they are accessed once they are created.

Hi, it is the advanced analytics one I'm struggling with. If people wish to view that I'm assuming then, they'd have to go into the admin module, (and be in a group that had the permission 'View reports and view dashboard) choose the relevant dashboard (which they'd need specific access to) open it and preview it??

Hullo, I've added a widget to a dashboard, activated the dashboard and granted myself permission to it. My user is listed in 'Dashboard Viewer' . But I can't see the widget in 'my Dashboards' - what am I doing wrong? Hope you can point me in the right direction. Cheers, Claire