yelyah.nodrog

I am trying to run a measure that excludes all teams from showing in the results that begin with EPR I have been using this in the 'Query where clause' bit is: WHERE h_fk_team_name NOT LIKE 'EPR%' but I don't think this is giving me a true result? can anyone help? The point of this measure is to count how many incident tickets were resolved within our agreed SLA'S last month. But only for ICT teams (we have a separate department who's teams all start with EPR that i wish to exclude) Many thanks H

Evening all, I only noticed the other day that the Close request after period of time node is not depreciated, all of our tickets normally auto close after 5 working days. However it doesn't appear this is happening anymore - due to the depreciation? What is the equivalent new functionality for this as i cannot find a new model that uses a closure timer? or are we placing a pause in front of it for 5 days then adding the closure timer, in which case i would have to add 2 nodes where i only used to have to place one? Many thanks in advance Hayley.

Afternoon all, We are trying to set up some custom views so that we can sort by who is a member and who is not a member. There is a option to sort by Member "is" however there is not a way to sort by Member "is not" is this a bug? or can i put in a request for this to be added as a feature? IS there another way i can pull up this information at this moment in time? Hayley.

Hey Guys, wondering on how long its going to take for reporting to be sent to people via emails, As part of a new piece of work we need Hornbill to spit out a certain CSV file that then gets uploaded into another system, this is critical for any devices being moved or replaced to work, if this isn't happening soon can someone please help suggest ways to get the reports out of hornbill via a email so it goes to the relevant place to be uploaded? Many thanks Hayley

This is something i would be interested in aswell

Morning all, I seem to be having a issue with a newly created Pro Cap, I ahve created a quick log where all you have to do in the pro cap is select the customers name and then the name of the clinical research trial (this has been created as a simple list). However every time i try to log this servce request it completly skips the 2nd node (custom form for the clinical research trial simple list) and logs and resolves the call. I have checked to make sure it is set to never skip, deleted and restarted the pro cap and its still doinng it. The BPM is running exactly how i expected it too though. Can anyone think of a reason why (i may be having a moment here) Hayley.

whatever you did made it work though, it wasn't before and is now

Appears to be working for us so far

Afternoon, We have a issue where we are unable to reassign re-opened calls to new teams since the most recent update? Is anyone else experiencing this issue? Hayley.

I believe it has resolved the issue, but haven't checked in detail, am just not getting anyone talking about it anymore! No news is good news right? Many thanks

I used to get this when certain BPM workflows weren't completed properly, It couldn't find the next node after a decision. Is it only happening against certain tickets that all follow the same BPM process?

Is there any chance that when selecting the options for charts on reports, we could have the option to sort sample order in alphabetical order? Many thanks Hayley.

Brill thankyou!!

Morning all, I ran the update yesterday for Service Manager, however when changing the priority the SLA is not changing like the update advised? Have jsut change this call from a P4 to a R3 (P4 is for incidnets with us and its a Service Request call) The priority has changed but the SLA hasnt? Is there something i need to turn on in the background? I was advised by Daniel yesteday when he was in our office that this was going to be in this update? Many thanks & happy friday! Hayley.

Afternoon, I have been trying to group my Chart widget by "Group Values Order" then High or Low however i get a blank chart whenever i do it? Is this jsut me? am i doing something wrong? Hayley.

Hey Steve, I imagine it will be: Update, Raise, Close and on hold for both Service Request and Incident. Trying to get he information out of the Prject managers at the moment. Hayley.

Morning all, Just looking at starting a Hornbill - Remedy integration however when looking at the node it is only showing that you can create a new incident. Does anyone know if this is true? Thanks Hayley

We are back up and running at GOSH, can we please have a RCA when ready IN00153445 Hayley.

Same aswell at GOSH logged: IN00153445

Yes please Victor, its not letting me raise one atm, and i guarantee that it's because we are having network problems atm....(atm meaning ALWAYS) If we raise a call, and place it on hold, it appears that the SLA timer is still running in the background, it doesn't seem to register that its on hold and i believe the response or resolve timer continues to count down in the background. - However i don't think the calls are breaching, its just issuing out the relevant breach emails at the relevant times. Hope that makes sense. H

@Victor Apologies if i missed that victor, i don't really come on here all the time, and the emails I get from yourselves magic into a folder i don't look at regularly enough clearly... Here are some examples of SR and IN's where i know we have had the issues I will log another ticket for you, but can you please tell me if you need any particular information or if ticket number examples are enough? SR00060593 IN00060473 IN00060388 SR00060390 Many thanks as always Hayley.

Is there a way to report on all calls where the priority has been ammended? Say for example its been ammended from High to low as it was raised as High in error, or assessed not to be high. Thanks Hayley.

Thanks for this advice, would be nice if changing the priority would change the SLA, as otherwise there isnt really any point in changing the priority is there? Keep me updated with the breraching problem... However this isnt the first time i have reported it. Please see: Thanks as always! Hayley.

Since early last week, when we try to reassign a call to a new team member, or team. The analysts appearing under the team selected are the wrong analysts. In the below example. We have selected the Endpoint team, but all of the Telecoms analysts are appearing... if we assign anyway and refrest the page then try to assign again to the correct members it works.

Good evening, Since one of the most recent updates, we have noticed that all of our calls where the priority has changed are breaching there origional priority even if on hold. Even calls assigned to priorities with no SLAs are now breaching. We are getting Breach emails aswell as the calls actually breaching. This is going to be a serious problem for our stats. The Below example is of a call that was logged as a R2 (with a SLA) but downgraded to a R99 (Outside SLA). It was downgraded a day before it breached. However it appears it still ran on the R2 timer and breached anyway... We have had quite a few of these happen over the last week Here is a snip of me downgrading the ticket to a R99 (a ticket ourside of SLA as it is a project) Here is it breaching resolution the day after and here is the breach email So clearly they are not downgrading in the background? Hayley.