yelyah.nodrog
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Everything posted by yelyah.nodrog
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I think it might have been that..... :D, unless anyone can think of anything else? However that doesn't help me with the issue of blanks instead or Breached or met in my reports..
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Could it bee that I need to put in the percentage sub-query h_withinfix OR h_withinresponse? instead of AND
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I have noticed recently that when I am running repots on calls that have breached or met SLA's, I am being greeted with a lot of blanks. in the Within Fix or Within Resolve columns, We have recently implemented Round robin calls which I think may be effecting the Response SLA's. As you can see from the below picture I have the Start and stop Response time in the BPM for the MS SQL Team: However when I run the report for Calls resolved within response OR resolve time, I get a lot of blanks in rgw within fix and resolve columns: Running my measure with the below information: I am getting only 13% close within response OR resolve....which is not true to the report... I would like to know if there is a way to ignore the "blanks" in the Measure? and also if there is something wrong with my BPM which explains why it is not marking on the response timer? as round robin has assigned the call to a user within seconds? Thanks Hayley.
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I am trying to create a measure that can tell me the percentage of calls breached by teams monthly. I want to know the percentage of calls that have breached response OR resolve times, by team. as well as overall totals for the department. I also want to know the overall percentage of calls that have been resolved within the response OR resolve times by team. This measure it generating percentage but I am not 100% sure it is true? 1, can someone advise if this is the correct way to write this measure 2, can someone advised me of how to generate this again in a report so I can confirm the measure is correct? Thanks! Hayley.
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mmmh yes please because even better its currently being promoted as the "Daily Emoji"
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Can someone please explain to me why this is considered an appropriate emoji on a work platform? and this is just the worst one.... is there a way to turn the emoji option off.
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Thanks victor, I have never touched this rule though and it has worked for weeks previously? I have now turned it on and we will see if calls update. Hayley.
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I would also like to advise that the alternative LOGORUPDATEINCIDENT ALSO ISNT WORKING?
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Morning any update on this investigation @Victor?
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Is there a way to run a report to tell me exactly how many calls a user has closed and resolved on a specific day. We run a report for calls resolved monthly, which gives us a total of each users resolved calls between a month period. Which is done like so: However if I wanted to see a combined total of calls resolved or closed within a month how would I go about doing this, This is so we can get a true value of how many calls are worked by user by day? Thanks Hayley.
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Hey Victor, This doesn't really answer my other questions? Do I need to create a duplicate one for with logOrUpdateServiceRequest? also... is this going to start logging calls automatically? as we don't want that... Ta H
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Hey Victor, thanks for speedy reply! It was deffo working before as far as I am aware, as it has been doing it until now? I will give the incident one a try....but what about if its a service request? Do I need to create a duplicate one for with logOrUpdateServiceRequest? Hayley. also... is this going to start logging calls automatically? as we don't want that...
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Afternoon, We have a 3rd party printer support contract with Xerox, so I have created a BPM and Pro cap that creates a email to Xerox with the iformation they need, Xerox then reply to the email with our reference number in the subject box of the email, these should then pull into the relevant call and update. However they are not doing this... as you can see from the screenshot - the subject clearly has the correct Call ref in it: as you can see from the timeline of the call...no email has pulled in: This is the routing rule I am using: Can anyone advise? Hayley.
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Hey, Thanks for this, I have it down as h_custom_p - this appears to have worked - is there a way to populate it so it shows in the questions section of the ticket? or in the details bit? so...here or here Also working on this process is there a way to log a call to a specific customer every time without the analyst having to select he customer?
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On all of our calls we have a drop down option for "Is this a first time fix" Yes/No I have Created a quick logging BPM and Pro cap for password unlocks. - For this it will Always be a first time fix if they are using the quick logging incident. Is there a way to force the process to pick up that its a first time fix (always yes) without the Pro cap having to have a yes no option - as it slows down the password reset process having this option - However we need it to still be recorded as a first time fix for our statistics. I'm not sure if I can explain it any better, but basically we want all calls logged under Password unlock to register as First time Fix "Yes" without the analyst having to select this? Hayley.
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Afternoon, Quick question, when i went to the SITS 17 we were advised that you were working on a scheduler for reporting and also simpler reporting to be available on the collaboration side can i please have a update on the scales of this? Many thanks Hayley
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Thankyou so much, this makes perfect sense and has worked!
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So I'm going to give this a go am I putting this exact expression in? (in the pictures) - sorry I know its a silly question but I'm not sure with this one
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Good afternoon, I have a question and I think its more of an enhancement request. When our users create custom views in request lists they want to be able to see every call they have create or at the owner of or customer of. However because you cannot select and/or you can only select the option of raising a custom list as: is the Owner is the Customer is Created by This means they cannot see all of them under one filter I have managed to get around this in the past by turning on app.requests.addColleagueAsMemberWhenRaising Then creating a custom view as is a member e.g. However. If a user is a customer but hasn't raised the call themselves. for example, they have submitted a change request however we do not allow everyone to put these on hornbill only a couple of people control them going onto the system. the user has been added as a customer as they have made the change request BUT because they have not raised it in hornbill they have not been applied to the account as a member either. this means when the check their calls in the customer filters - this request is not showing up, is it possible to put in a And/or decider aswell as the is/is not? I hope this makes sense Hayley.
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Ok, So we would need to set up a service/catalog item called "Xerox printers" for example, How would I create a BPM that can identify that it is a Xerox call? just by going through the normal process until it picks up the catalog item? - Then creating a node that emails the Xerox team.... However coming back in I really don't know how to create a "hook" - Obvs we would use the SR or IN number as the recognisable "Hook" but how do I then get that email to assign to the call? Thanks Hayley.
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At the recent gathering at the One Tree Hotel in Holborn, we were advised that you were very close to releasing a scheduler for reporting, however I still haven't heard anything in regards to this - I was informed at the time it was literally ready to come out? Also I remember it being mentioned that you were creating a simpler reporting side in Hornbill collaboration for users can I also please have a update on this? Thanks Hayley.
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Mantatory comment for team reassignment
yelyah.nodrog replied to yelyah.nodrog's topic in Service Manager
We don't really want the Agent mandatory field but would deffo be interested in making the comment mandatory -
Hey all, Quick question, is there a setting to make a comment mandatory when updating/changing the team or user a call is assigned too? Ta Hayley.
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Good Morning all, We have a printer service with Xerox, however they have their own call logging system that they like us to log calls to. Because of this we do not log the calls in Hornbill as we would then have to raise a separate email to Xerox to advise them of the issue, and because the 2 systems are not integrated together we would have to manually update the hornbill calls each time with the Xerox updates. We would also have to close the call in hornbill manually. What we want is to be able to create a call in hornbill that sends as email directly to Xerox. Then when they update we want them to send one back to us that goes into the ticket? Is this possible? if so what would I need to do? Hayley.
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Ta! that's perfect!
