yelyah.nodrog
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Everything posted by yelyah.nodrog
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Morning all, We have a ticket that has been raised in our instance that has sensitive data on it that needs to be removed imediately. I have taken itout of the summary and description however it is still captured in the questions section of the call, this bit cannot be edited that i can see? Is there a way to remove this as soon as possible as it is a address that cannot be shared due to legal reasons and saftey. I tried to raise a support ticket for this however it appears i no longer have access to do this? I cannot raise a new ticket though https://success.hornbill.com/hornbill/servicemanager/ either. Hayley
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Variable for Task Outcome in Emails?
yelyah.nodrog replied to yelyah.nodrog's topic in Service Manager
Perfect ill give this a go! Thanks! Hayley. -
In our change process, when a change is refered back for further information we would like to have a variable or a way to pull the task information into a email to go out to a customer. So when one of out agets refers a change at the moment the information goes into the timeline: Is ther a way to pull this into the email template that goes to the customer to supply more information? Hayley.
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Gah! Thanks Victor!
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So I'm trying to use the new feature to send breached emails to specific users, however when I change it to this option and add the email template etc... then come out and go back in again, it completely clears out everything I have put in? there is no option to save so am just clicking close. Am I missing something here? this is just after I have put the new information in: This is after I have closed and gone back in to check: as you can see it has reverted back to what it was before I changed it. I cannot see a save button anywhere?
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I wish the ground would swallow me whole right now
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ooh! you know what. I think I know where that is! let me change it to like 7000 and see what happens! However just to specify, this is the only place I can pull this information out of?
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sorry trevor, runtime parameters where would I be looking for these?
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that's fine, I wanted the computer one... When I try and export that table as I need everything in it - because we have over 6000 computer assets I have to select to run the query over 15000 as it jumps from 2000 to 15000 I have asked before for there to be a smaller jump between the 2 as it is a lot larger than the other options. Whenever I have to run something that I want more than 2000 results for it crashes the browser. It freezes then goes white and does not come back. I have tried, chrome, edge, ie and Mozilla all with the same results.
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Apologies poor wording, I meant Database direct So: Home -System - Data - Database Direct I am only trying to do it this way as I cannot see any way of doing it in collaboration in the manage assets section.
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Is anyone else having issues with setting up the scheduling for reporting? Every time I do it, it comes up with this: I have created a Document by uploading a manually run report, with revision enabled, it is active, and published to the reporting library with document tags as suggested on wiki. Making sure that he document type is PDF and the report is publishing to PDF as well. And the report schedule is like this: But it just wont work, am I doing something stupid or is this a known problem? Hayley.
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Does anyone know how to pull out all of the assets in hornbill into a excel spreadsheet with all the columns etc? I have tried doing it in Data warehouse but it always crashes.
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% SLA Breached Current Month
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
no that didnt work Result: am i doing something silly? Hayley.
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great! will keep an eye out!
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% SLA Breached Current Month
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
Realitically we would like a more real time one but this could work for now. However is this going to show a running total for the month still? but just a day behind? If i create a measure for this but change the frequency to daily... wont this just show the daily breach percentage not for the entire month? unless im missing something? perhaps am i putting a query where clause: (month(h_dateresolved) = Month(CURDATE()) and year(h_dateresolved)=year(curdate())) would this give me a real time for the month (up to midnight the previous day?) Thankyou! -
% SLA Breached Current Month
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
Anyone got any ideas on this one? Hayley. -
Afternoon guys, Out of interest is there a way to automatically start the timesheet times for thing such as writing emails or adding updates to calls? from what i have read and seen you hae to manually click start on the timer and manually click stop Is there a way that i dont know of where when a analyst goes in to the call the timer starts? and when they come out of the call it stops? Thanks Hayley
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Morning all i am trying to create a widget that tells me the current months breached Resolution tickets in percentage. So for example. I want something that shows me how many tickets in endpoint have breached this month, in comparison to tickets logged to endpioint for the current month. I am ware i can do this for a measure but would like a widget for the "live" dashboard we use? any idea on the SQL required for this? Thanks Hayley.
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Afternoon James, We already do store the asset as a custom field in the template, however we are linking the asset at the beginning of the call and then manually entering it again later in a custom question at the moment. Because linking it lets us know how many issues have been raised against that device for troubleshooting and problem management. Where as the custom field allows the asset to be pulled across to the 3rd party printer support in the email template. Its just that our agents are duplicating work doing it this way, however to update everything required they are having to input it twice. its not hugely practical or popular among them!
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Afternoon, I am trying to add a variable to my email template for our Printer supplier so that the email generated the linked Printer asset. However i cannot seem to find a variable for asset number? is there one? if not can we please have one?
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Thanks
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Morning, IS there any way we can get the PDF report output to have a option to select creation in landscape? as i want to use this instead of CSV's more but i always lose half the report off the page?
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yours is prettier so ill keep it!
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Whoops dont worry i have figured it out
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basically i am trying to capture our quick log/quick closure calls: This is the bpm for them. Which doesn't have a resolved start or resolved stop timer in it because whenever i put one it it breaks it. Unless you can tell me exactly where to put it and how to put it in without breaking it? always comes up with a bunch of errors on the call? So as some of our calls have resolve times and some dont. to capture all of the calls our analysts are creating i need to capture all calls resolved in the previous month. Aswell as any calls closed in the prevous month without a resolve timer? does that make sense. I realise its a mess, but i haven't had the time to play with it properly to hopefully fix it? Hayley. Hayley.
