yelyah.nodrog

Hey @Steven Boardman No we specifically weren't in the ticket for the above reason. However I am seeing the updates in the newsfeed. H

Hey @Miro ITS GMT Standard Time H

So we have tried this and out change manager is selecting follow on all change tickets, hes still not getting any updates, i have also tested that myself and am experiencing the same issue? H

Morning, I have noticed that our tasks are running a hour out on timing, they are a hour ahead. I think it may well be only affecting and tasks running parallel, however when they are completed they are showing as completed at the correct time in the timeline. Please see screenshots, is there something I need to change to resolve this?

Thanks Steven, Not perfect but a solution for our Change Manager to some extent! Hayley.

Afternoon all, I wondered if there was a way for timeline updates (Emails coming in/Comments etc) to be sent to a member of a ticket at time of update? I cant think of a way to do it in the BPM where it will notify at time of update for members? - I didn't know if there was a way to do it in the front end? Our change manager, manages the tickets but wont always be the Analyst assigned to the ticket, I know when something is updated it goes yellow in the queue and that you can sort by last updated date but that update might of been from him chasing a analyst not from an analyst responding is that makes sense? Many thanks Hayley.

Many thanks

Morning, Is there a way to bulk delete assets in asset management? At the moment i can only highlight a maximum of 50, We are doing a piece of work on asset management at the moment and will need to clear all old information. Many thanks ayley

Gosh thankyou! I don't know how I didn't know that! H

Morning all, Is there a way to run a report that tells me all tasks outstanding against a user? We have had several staff leave and I would like to revoke their full licences however it wont allow it because it 'cannot demote use with tasks assigned' I have had a look in the reporting tool but cannot see anything obvious. H

Afternoon all, I have just come back from 13 Months of Maternity leave and my brain is a bit fuzzy! I have a user who needs to be able to edit the summary and description of a ticket but i cannot figure out what role I need to apply to give him access to this. Many thanks and apologies for the question Hayley.

@DeenIt appears to be doing it for all of the charts i currently have set up. I am only using Bar and Pie though. I have a total of 18 charts. Many thanks Hayley.

Morning, I have noticed when i click on a Graph on my dashboard so that it takes me to the list in horn bill it doesn't populate the list. So for example if i were to click on the title of this graph: It used to take me to a list of all the the results i have asked for it to pick up, It should take me to a list of 60 tickets (have removed names and amounts from graph) However is taking me instead to a list of all open or new requests. (1418 of them instead) I have checked my other graphs and it is doing the same on all of them. I can still gt to the list by clicking on the Custom views drop down and selecting the relevant view as a work around: However its a bit inconvenient, i can also click on the individual segments of the chart and it will take me to a list of records just for that segment. Many thanks Hayley.

@Vikki Cameron Yup we are having issues with Chrome/IE and Edge

+1 here too

Any other ideas on this one?

Hey James, Yes we are using the FTF feature, we had built in our own one until this most recent feature came out and we switched our processes over to this last month. However it more the 2nd and 3rd line teams we are trying to manage the work for.

Afternoon I wonder if you can help me, We are trying to track the overall impact of particular service requests and incidents. If we gather only the statistics that occur at the end of the call, then it would appear that there is no impact on any of the intervening teams (i.e. 2nd and different parts of 3rd line), which certainly is not the case. Additionally, all the credit (for work done quickly) or the blame (for lateness / breaching SLAs) is attributed to the team that finally closes the call, even if the work done by the final team is minimal. We’re aware that we could create a new call for work done by each of the teams, though this is a huge overhead and defeats the purpose of having a Service Desk (1st line). To date, we’ve only been able to capture the closed call stats at the end of the call that are obviously skewed for the reasons mentioned above. Does anyone know how we could have dashboards and/or fixed reports that would show these intervening statistics? I believe we may be able to report on the one team before the last team by joining some tables, but is there any other way we can get more accurate information? Hayley.

@Gerry Get it in before i go on Maternity leave pleaseeee! Lol I don't want to go away for a year and never have played with it! H

That did it! No idea why! but whoop! ta!

@Paul Alexanderchecked this too, there is only one node after the one its failing at and its the add attachments one which is full. Might delete it and add it again see if its just corrupted somehow.

Ta @Paul Alexander if only it was that easy! have done that so many times! Lol

Morning all, I might be having a baby brain moment however i am getting this error message and i cant for the life of me figure out why. When i am trying to log a ticket on the portal for a new catalog item i am getting the error: The flow is poorly formed. Please contact your PCF manager. Looking at the error message (which is huge) i can pick out the following: "noActiveFlowMessage":"The progressive capture for this request type has not been made active" However when checking the BPM and Pro Cap both are in fact active: I have checked the BPM and Pro Cap and there are no errors on any nodes, and the catalog item is using these captures: Does anyone have any ideas as to where i have gone wrong? i have never had this error in 3 years. Please also see notepad ++ copy of error message: Hornbill error message Ta Hayley

Back up and running for us @ GOSH - Thanks for the speedy fix.

Agreed to above ^ all seem to be down