Jump to content


Hornbill Users
  • Content Count

  • Joined

  • Last visited

  • Days Won


yelyah.nodrog last won the day on April 9

yelyah.nodrog had the most liked content!

Community Reputation

13 Good

About yelyah.nodrog

  • Rank
    Senior Member

Profile Information

  • Gender
  • Location
    Great Ormond Street Hospital

Recent Profile Visitors

913 profile views
  1. yelyah.nodrog

    Priority and SLA not linked? after update

    Brill thankyou!!
  2. Morning all, I ran the update yesterday for Service Manager, however when changing the priority the SLA is not changing like the update advised? Have jsut change this call from a P4 to a R3 (P4 is for incidnets with us and its a Service Request call) The priority has changed but the SLA hasnt? Is there something i need to turn on in the background? I was advised by Daniel yesteday when he was in our office that this was going to be in this update? Many thanks & happy friday! Hayley.
  3. yelyah.nodrog

    Issue with Widgets and Group Values Order

    Afternoon, I have been trying to group my Chart widget by "Group Values Order" then High or Low however i get a blank chart whenever i do it? Is this jsut me? am i doing something wrong? Hayley.
  4. yelyah.nodrog

    Remedy Force Integration

    Hey Steve, I imagine it will be: Update, Raise, Close and on hold for both Service Request and Incident. Trying to get he information out of the Prject managers at the moment. Hayley.
  5. Morning all, Just looking at starting a Hornbill - Remedy integration however when looking at the node it is only showing that you can create a new incident. Does anyone know if this is true? Thanks Hayley
  6. yelyah.nodrog

    Instance unavailable

    We are back up and running at GOSH, can we please have a RCA when ready IN00153445 Hayley.
  7. yelyah.nodrog

    Instance unavailable

    Same aswell at GOSH logged: IN00153445
  8. yelyah.nodrog

    All SLA's Breaching even when on hold?

    Yes please Victor, its not letting me raise one atm, and i guarantee that it's because we are having network problems atm....(atm meaning ALWAYS) If we raise a call, and place it on hold, it appears that the SLA timer is still running in the background, it doesn't seem to register that its on hold and i believe the response or resolve timer continues to count down in the background. - However i don't think the calls are breaching, its just issuing out the relevant breach emails at the relevant times. Hope that makes sense. H
  9. yelyah.nodrog

    All SLA's Breaching even when on hold?

    @Victor Apologies if i missed that victor, i don't really come on here all the time, and the emails I get from yourselves magic into a folder i don't look at regularly enough clearly... Here are some examples of SR and IN's where i know we have had the issues I will log another ticket for you, but can you please tell me if you need any particular information or if ticket number examples are enough? SR00060593 IN00060473 IN00060388 SR00060390 Many thanks as always Hayley.
  10. Is there a way to report on all calls where the priority has been ammended? Say for example its been ammended from High to low as it was raised as High in error, or assessed not to be high. Thanks Hayley.
  11. yelyah.nodrog

    All SLA's Breaching even when on hold?

    Thanks for this advice, would be nice if changing the priority would change the SLA, as otherwise there isnt really any point in changing the priority is there? Keep me updated with the breraching problem... However this isnt the first time i have reported it. Please see: Thanks as always! Hayley.
  12. Since early last week, when we try to reassign a call to a new team member, or team. The analysts appearing under the team selected are the wrong analysts. In the below example. We have selected the Endpoint team, but all of the Telecoms analysts are appearing... if we assign anyway and refrest the page then try to assign again to the correct members it works.
  13. Good evening, Since one of the most recent updates, we have noticed that all of our calls where the priority has changed are breaching there origional priority even if on hold. Even calls assigned to priorities with no SLAs are now breaching. We are getting Breach emails aswell as the calls actually breaching. This is going to be a serious problem for our stats. The Below example is of a call that was logged as a R2 (with a SLA) but downgraded to a R99 (Outside SLA). It was downgraded a day before it breached. However it appears it still ran on the R2 timer and breached anyway... We have had quite a few of these happen over the last week Here is a snip of me downgrading the ticket to a R99 (a ticket ourside of SLA as it is a project) Here is it breaching resolution the day after and here is the breach email So clearly they are not downgrading in the background? Hayley.
  14. yelyah.nodrog

    Bulk uploading Service Requests

    Afternoon, Is there a way or a functionality to bulk upload a bunch of service request or Incidents into the HB system instead of maually having to create them. I remember when we first went live, we manually had to upload all of our open calls from our old ITSM tool, manually. Many thanks Hayley
  15. Morning, Is there a way to intergrate hornbill logged tickets into Service now? One of our external suppliers uses service now and we would like to make it so we can raise a ticket through HB into Service now? Many thanks Hayley.