yelyah.nodrog

Appreciated!

Afternoon, I have noticed that the cost center picker also shows the Organisational ID in the ticket in Hornbill. This is causing issues if we use this variable for the summary on tickets. Is there a way so that it will show just the name instead of the Name & Organisational ID. Please see screen shots See result of using this group picker: It has been doing this for a while now but it never used to. Using this code for the summary: [Device Integration issue] &[functions.pcf("DeviceIntegration","h_custom_e")] in: &[functions.pcf("DeviceIntegration","h_custom_b")] Bedspace/Room: &[functions.pcf("DeviceIntegration","h_custom_c")] This bit being the group picker: &[functions.pcf("DeviceIntegration","h_custom_b")] Hayley. Hayley.

@Chaz We seem to have a issue now where even if we manually type the times it doesnt allow us to schedule. (same as @HGrigsby if within a 24 hours period) Hayley.

same.

Everything seems to now be fine at our end.

many thanks @Chaz

Afternoon all, We are only just starting to use our mailbox in Hornbill to update and create tickets from. We have noticed that when you click the "Raise Request" Button At no point in the call logging process does it pull across the email details, It doesn't add it automatically as an attachment and it doesn't pull the information from the email into the description or the timeline. (like it does when you pick the apply to request button) Should this be happening, as it seems very strange to log a ticket from a email in the mailbox if its not going to pull the email information across? Or is there something we should be doing to make this happen? Many thanks Hayley.

@Aaron Summers Its definitely a start thanks! H

yup unfortunately so! Never mind Thanks anyway! H

Morning, I am having trouble this morning scheduling the change on the change calendar, It wont allow me to put a time in for the Change end date? it is grayed out? Am i doing something silly? - It will let me manually type in the end time but i cannot use the picker? Many thanks Hayley.

Morning, I wondered if i could request that the Advanced field feature under the request list be extended to include all custom fields that can be used? It seems to only go up to "O" Currently? However they actually go up to "T" in the reporting background? I need to use the h_custom_t field to pull information out in the front end. Many thanks! Hayley.

Ta @Patrick Bolger Will take a look

You don't have anything to take something off hold if something comes in via email? can this please be looked at as a enhancement feature? As taking something off of hold after a email comes in would be very helpful. Allowing analysts to know the ticket has new information and it has gone back into a open state. H

Just realised this is for sending a email from a request, how would be go about setting it so it is waiting for something to come in?

Afternoon, As part of a process i'm building we suspend a ticket, wait for request email: However once the email has been received into the ticket, the process is not starting up again, it should the move the ticket to open. However that is not happening? Am i assuming the node does something it doesn't or is there a issue? If this isn't the node to use to start the process up again could someone please point me in the right direction? Many thanks Hayley

Afternoon all, I am doing a piece of work where we would like a ticket to go on hold waiting a updated email. But then depending on the subject of the email it will do 1 of a few things? So if the email is asking for more information for example it will put the ticket back to open and let the service desk know it needs more info. If the email is advising that the ticket has been logged in the suppliers system it will leave the ticket as it is. If the email is advising that the ticket is resolved it will close the ticket at our end. How would i build a process that follows these paths depending on the email subject for example? I know you can put rooting rule templates in but will this transfer to the ticket? H

Thanks Guys this is certainly a start H

Morning all, I have been advised that i have got to implement Self Service in Hornbill before i go on maternity leave (Which realistically give me 3 months! We have been spiraling around with Self Service for a while as we really don't have a clue how to present our services or what to do after that. Our main issues are; How to present services simply How many service we should provide on the portal to stop confusion What is the max amount of questions we should be asking to ensure users actually use it (But IT also get the right information) Do the tickets all go into the Service Desk bucket for sorting to the correct teams Do we set the lowest priority or leave it blank until the service desk sort them. There are probably a few more i haven't thought of yet/Have forgotten to ask, Could anyone give us some examples of their successful implementations and what they did and decided on? Many thanks Hayley.

Any ideas anyone? H

Morning all, Since the last manual update all of the charts we have on "My Dashboards" have gone blue? If anyone else experiencing this issue and is there a way to resolve it? Hayley.

Afternoon all, I am trying to get a measure to run to show me the percentage of tickets a user has let breach response and also the same for resolve, However no matter what i do if i add the user in i cannot get the measure to come back with anything. I already have one running for IN and SR each month for the department, The below shows response outside SLA for the month So i figured that i just had to change the frequency to year and add a bit in the query to say AND h_resolvedby_username = 'username' But this just keeps bringing back 0 as the results. Any idea? Many thanks Hayley.

Put us on the list please

Morning all, Is there a way to run a report based on the board status of a change? We have a change board in service manager and wold like to run a report showing us what list on the board they are on: I'm sure there will be a feature but i'm not sure how to go about it? Many thanks Hayley.

I raised a support request about this issue in Oct 2017 (IN00148538), it was never truly resolved.. I still get the same error, Hb had to empty the box for me(which was fab!) and i was informed a permanent fix would be in the next update, but it never happened. I should of pulled it up but it was quite low on my priority list unfortunately. I just wanted the deleted items box to be empty as we have 44000+ emails in there taking up space. H

many thanks James. H