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yelyah.nodrog

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Everything posted by yelyah.nodrog

  1. yelyah.nodrog
    Good afternoon, We have been trying to update information on a Asset. when we click on the asses and then select Edit - select the dropdown for Physical Location infromation and edit it. Then click save. It does nothing. The button doesn't even register that i have clicked it. We have tried doing it on different Pc's, Different users access on hornbill & The admin account on hornbill aswell. Also we have used Chrome, Firefox, Internet explorer and Edge. The issue is happening on all of them. It appears that it is a issue with windows 10 from what i can see. as it works on other pc's if they are not windows 10? Any ideas? Hayley.
  2. yelyah.nodrog
    Seems to have worked! I think the sub query % is asking where its looking for yes or no in my instance?
  3. yelyah.nodrog
    Hey victor I'm just re running this now to see if it helps When I said sub Query I meant Percentage Sub Query:
  4. yelyah.nodrog
    Morning Bob/Victor, I have done this, it wouldn't save blank so had to recreate the Measure. It is now reporting but it is not giving me what I think is a true figure. This could be because it is running for all Teams and we only want it to run for service desk. In which case how would I make it so it only ran for our Service desk team? I'm assuming in Query where Clause it would read like: h_requesttype IN ('Incident', 'service request') AND h_custom_b ='Yes' OR h_custom_b ='no' AND h_fk_team_name='Service Desk' Then would sub Query be: h_custom_b ='Yes'? Thanks Hayley
  5. yelyah.nodrog
    That was really helpful @Victor Thankyou!
  6. yelyah.nodrog
    Morning all, Quick question, when we log a call we ask the user for the building they work in, their phone number and room number. If that same user calls back another day about a different issue we have to ask it all over again as it is not auto populated. Is there a way for the information to be saved against the user permanently without having to go into their profile and manually put it in? Many thanks Hayley
  7. yelyah.nodrog
    I also need to know the top 3 teams that incidents and service requests were assigned too
  8. yelyah.nodrog
    Afternoon all, Just a quick one I wanted to create a measure or widget that reports the top 3 catalog items logged against for service requests and for incidents. I cannot seam to figure out how to get this to report? Any ideas, Many Thanks
  9. yelyah.nodrog
    Thanks Bob, Hopefully that will work although the inside SLA agreement one has given us results for the month. One last question in regards to Measures. I have a First time fix report measure that I have set as h_custom_b which just isn't picking up any figures? Its on this thread.... Thanks Hayley.
  10. yelyah.nodrog
    Yup. Course! Even changed it to Weekly to see if it was the fact hat it didn't have a full month of figures and that still hasn't helped.
  11. yelyah.nodrog
    Hey bob, Nope it hasn't made a difference? - I have a issue outstanding for First time fix issues aswell on reports. :/ Thanks Hayley.
  12. yelyah.nodrog
    Good morning, I am trying to Create some Measures for our dashboard to report percentage of calls closed inside and outside SLA agreements. I have got a weekly one for inside and a monthly one for inside Service Requests and incidents working, However I cannot get the monthly outside one to work? The outside Weekly one picks up information however he outside monthly one is not picking up anything. Logically speaking if the weekly one is working all I need to do is change the Frequency to monthly and adjusting the sample history? But this doesn't seem to be working?
  13. yelyah.nodrog
    Good morning Victor, I have applied this information to the Data source section and changed the pro cap to read h_custom_b in the field id but it is still not picking anything up? Please see screen shots.. Hayley
  14. yelyah.nodrog
    I have changed the fields to h_custom_b however I don't know what table and key column to select in the measure? there isn't a custom one that I can see?
  15. yelyah.nodrog
    I have changed the fields to h_custom_b however I don't know what table and key column to select in the measure? there isn't a custom one that I can see?
  16. yelyah.nodrog
    Another question, When someone does delete all - How comes they are not going into the deleted box? They are skipping this and going straight to the Hornbill abyss of doom
  17. yelyah.nodrog
    Good afternoon, I have a measures question. We are trying to create a measure for first time fix's, in our Progressive capture for Incidents and Service Requests we have a custom form at the end that is called First time fix: I have named the Field ID first_time_fix - and it is a simple static drop down select box, with the options "yes" or "no" I want to be able to create a measure for it to fid out how many first time fixs we have for service requests and incidents. I don't know what to fill in under the table and key columns, this is what I have put but its not pulling anything up, obviously first_time_fix isn't going to work for this question so how can I put a measure in place for it? Many thanks Hayley.
  18. yelyah.nodrog
    Thanks Dan that's quite helpful!
  19. yelyah.nodrog
    Good afternoon all, last week I had a conversation about how to give everyone access to the mailbox so that they could reply to tickets via email. However this means that everyone can delete messages in the mail box. We are having issues where users are removing all emails in the inbox in error by clocking the Delete all button. This has happened several times now. We cannot remove people from having access to the mailbox as it means that they cannot respond to the customers emails. I had a reply advising I would need to create a mailbox role with just "Can send message", "Can get message" and "can add file attachment" which is great. But we still need users to be able to delete individual emails. But we don't want them to be able to use the "Delete All" button. Is there a different role/function for Delete all and deleting singular emails? Thanks Hayley.
  20. yelyah.nodrog
    Thanks Victor!
  21. yelyah.nodrog
    Good afternoon, We have had a number of calls resolved without a resolution category, is there and way to make this option mandatory? and if so where do I need to go to look for it? I cannot see anything under business processes and progressive capture? Am I missing something? - I have added a picture showing that the Request resolved Set check list item node is mandatory, this is the only place I can think of? Many thanks Hayley.
  22. yelyah.nodrog
    Good afternoon everyone, Another quick question. None of our users have the right to resolve calls currently other than me admin, manager and Team leader of service desk. Do we know what role this sits under? and is there a safe role for this (So as not to give users too many permissions) Many thanks as always Hayley.
  23. yelyah.nodrog
    Thanks Victor, I will take a look again tomorrow
  24. yelyah.nodrog
    Good morning, Several of our users are continuously getting this error no matter what browser they use, I haven't been able to find any information in a log Does anyone know what this means? Thanks, Hayley Hornbill still won't fly - any ideas .msgHornbill still won't fly - any ideas .msg
  25. yelyah.nodrog
    Good morning, I wonder if you can help, We have had a number of calls where the information input into the field is not showing in the summary on the request list screen. I have checked the progressive capture and the field is set to mandatory and the field id has h_summary in it. Its working most of the time but we have the odd few where it isn’t? As you can see from the attached screen shots the information has been filled out in the call. Any ideas? Many thanks as always Hayley.
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