yelyah.nodrog
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Everything posted by yelyah.nodrog
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So if i would like to have a flow that logs to a specified team for a specific category in the BPM,is their a way to do that so that flow only affects that type of call and not others? As far as i am aware the BPM is something that affects everything? as it is set in the settings?
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Morning all, Its Friday! Could someone please advise me if i can set up a progressive capture in the portal to auto log one type of log through one category to a specific team and priority? If so what form etc would i need to use to do this? Thanks Hayley.
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**!!Resolve Timer not correct!!**
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
Dont worry! i finally figured it out! thankyou so much!!!!!!!!! -
**!!Resolve Timer not correct!!**
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
Also i cannot figure out how to find these h_responsetime and h_fixtime I know they are in the https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table I have been referring to it all day, But when i try to run a report their is not a option for these? I have looked in a entity and in sql but canot find them :/ -
**!!Resolve Timer not correct!!**
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
But its a P1? they haven't been set up to allow 32 hours for the call? I have a feeling i'm being really dumb here....
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Afternoont, I have run a report for our P1's to find out the Resolve times for them. The report is as follows: The IN shows as: So it has been logged - responded to and Resolved and closed - Response time is reporting correctly however when i run a report for these figures it is showing a Resolution time of 115200 which is about 1920 Minutes, which equates to 32 hours? Now from what I can see from when it was logged to when it was resolved from the call itself it only took 5 hours 49-50ish minutes? so why on earth is it reporting as 32 hours? Please also note that @ 9.04am it was raised from a p3 to a p1 is it getting confused because of this? please help!
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Afternoon, I have added a new approver "Simon Poole" for change requests via CAB to the Change Progressive capture. as you can see below: However we have created a new CAB change and he has not been included in the created activities - he is not showing up as it being assigned to him: Do I need to change something else in the background to pick him up? Thanks Hayley.
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Thanks for the info Dan, I already have this information I need something a bit more in depth
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I would like to report on resolve times and resolution times for Our SLA's (P1,P2,P3,P4) I think I have managed to get the measures running correctly, however I would like to run some reports for these so I can see which ones have gone over targets. For example for P1's resolution time I have created a monthly average measure which I believe is correct... But when I make a measure for the response times it doesn't report correctly? does anyone know what I'm doing wrong? Finally I'm trying to recreate the resolution and response time in reports for each SLA, but cannot get it to filter or report correctly? I am not sure how to build it, I tried using the measure I created as a base for the report that really didn't work so I have tried building the report manually which is prob totally wrong, like so: Many thanks - any help would be appreciated at his moment in time!
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Anyone got any ideas on this one? @Victor or @Bob Dickinson
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Thankyou very much for your help with this!
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Morning all, Im running a report to find out our resolve times for calls and a average... Firstly the only resolve figure i can find is in seconds? I dont really get what the Resolve time means as it reads in just numbers. or what the Resolution Timer ID is either? Also is their a way to work out a average on a report? Thanks Hayley
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Stupid question guys, I run a widget monthly to show exactly how many Service requests have been logged in the month. I have attempted to create a report to do this aswell. However it only gets as far as 1000 records then stops? i have to rerun it for the remaining days to get the rest of the records? Is this just me or is it a design issue? Thanks Hayley.
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Afternoon all, I wonder if you can help, I am trying to run a Report that shows calls logged by team - but I cannot find a filter for Logged by team? Am I being blind, or does one not exist?, is there a work around? Thanks Hayley.
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Sorry bob, Yes it did thank you very much, clearly it was just me being a numpty
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Afternoon, We are looking to change our password reset processes at the moment, as we don't have a way of identifying people over the phone. So we have to get them to come to us with their staff badge as a form of identification. We would like to use hornbill to save identification questions in peoples profiles so that only the Service desk can see them as a security measure. Then we can ask for characters from their security question to identify them over the phone. If their a field in hornbill anywhere where this can be done? Thanks Hayley.
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Thanks all 3 of you. Looks like it hadn't been created for all the services as you all suggested. Hayley
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error Report Description Error
yelyah.nodrog replied to yelyah.nodrog's topic in Performance Analytics
Hey James, The first thing I did was expand the cell but you are right you have to physically double click on each one to expand them, Just noticed I can highlight the Numbers column and double click and this expands them all! Mystery Solved! Thankyou Muchly! Hayley. -
Morning, I am currently having a issue with change requests, we have created a extra field in the Details section of change requests (See first screenshot) I have applied this and saved it to the change. which is fine it is showing for that change. I understand that it would not show for already created change requests in the system. However it is not showing or giving the option for this field to be completed on new requests either, The request was created today? we are clicking to edit it as I have ticked the option to not show boxes if they are blank - and going to add the information in but it is not their.
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Afternoon, We are having some issues with Change requests where users are completing the calls but not completing the Tasks that are still outstanding on change requests. Is there a way to stop the calls from being able to complete if the tasks are still outstanding in the activities tab? or if that's not a option, can someone tell me what the exact Role/function in the Admin Role that allows administrators to complete tasks assigned to other people? Many Thanks Hayley.
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Afternoon, I am running a report that has the Call Description field in it, When I run the report out to a CSV File The description field doesn't populate the full information, it only shows a small part, however in the data preview section when creating the report it shows the whole description? please see screen shots, is this a bug?
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Hey bob this is what I have so far, But its not picking anything up I have checked the team name and the catalog item to make sure spelt right etc...
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Afternoon, One of our Mangers has requested a report for a specific catalog item that calls are logged under. This is what he has requested: SO… I need a Hornbill report For the MS SQL Server Support Team. - For the Service "Database Support" then the catalog item "Database Migration" Please Include Raised On, Date Closed, Reference, Owner, Customer, Request Category & Closure Category, Summary, Description Text, … Ordered by Reference category and then Raised on I am struggling to get this report to pick up the catalog item, is there a obvious way to do this that I'm just overlooking? Many thanks Hayley.
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Morning @ArmandoDM, No none of them were set to Company, only site, I have gone through and done this now and it appears to have worked. Thankyou @James Ainsworth for the link it was quite insightful, At least i know now why its happening and that a fix is being created. Many thanks to both of you Hayley
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Good afternoon!, Me again!, Quick question, since going live we have been receiving a very very large number of notifications from hornbill to outlook via email. For example notifications that advise a call has been assigned to my team, to myself etc.... Is there a way to turn these off for specific people, or teams as some of us are part of many teams and are getting in excess of 400-500+ email notifications a day? Many thanks Hayley.
