lee mcdermott

@Paul Alexander I think I asked the same question when we first started using Hornbill and was told it was not something they were looking at. i was hoping that as the system is continuously developing that over the last 2 years they may have reconsidered it? Or would it be considered if enough people asked for that?

@Daniel Dekel Hi Daniel, just seen this topic. Maybe going off topic slightly, but is there or has there ever been any consideration to enable activities to be able to be viewed in a normal team's assigned calls list? Basically we only use activities sparingly and a part of tasks for new users\amend users etc. The problem we have found is that the majority of people dont' see the activities assigned to their team because they forget to go and look in their activities list(it's just another thing to remember to do) or ignore the little reminder icon. It would solve all the problems I think if any activity could be shown in the list of calls in the teams queue. At the top where you can select to view only incidents\service requests, changes etc..you could add another to view activities and have these show up in your list of calls. Even now after 2 years of using Hornbill I still forget about the activities and that I need to go and check to see if we have any assigned which we often do from the new\amend user forms. Just a thought? But it is the one thing about Hornbill I have never liked. I like the activities idea but managing them and actively using them has always been a problem for the reasons mentioned above. thanks lee

@Steven Boardman Fantastic cheers for that. lee

@James Ainsworth Hi James, I have been asked to get a data dump so that someone can use it in Power BI to display stats stuff I think. I don't think it is specifically about getting Power BI and Hornbill working together, I think it is more a separate project around Power Bi and seeing what that can do so they wanted a data set to use for testing. The data would probably be just all the information you would get from a logged request.

Hi, What is the best way to get a full data download for maybe the last 6 months or even 12 months? I thought creating a standard report and only selecting date logged with parameter of last 6 months. I would then have to select what columns I want I assume? Is there any utility in Hornbill other than reports that would allow you to download data. Thanks lee

Hi, I'm trying to setup a widget to show number of calls logged last month. I have this for calls logged in last 7 days. h_requesttype = 'incident' AND h_datelogged >= DATE_SUB(CURDATE(), INTERVAL 7 DAY) What is the syntax for calls logged last month? Also is there a list of common syntax available anywhere i.e. how to get different dates things like that? I'm not particularly familiar with sql code so struggling a bit when trying to setup some new widgets. thanks lee

It's ok I have found how to do it. lee

Hi, What permissions or assigned roles are required to allow a user to view a dashboard. I have tried the below so far but had no joy? any ideas? lee

@James Ainsworth thanks James I will give this a go

Hi, just wondering what permissions I need to grant someone to allow them to access admin section in order to view\check amend Sites? thanks Lee

Hi, just wondering what permissions I need to grant someone to allow them to access admin section in order to view\check amend Sites? thanks Lee

Hi @Nanette I think I have just sorted it . I had changed the password but didn't realise there was another entry for it in outbound rules I had only changed it in the shared mailbox setting for inbound. thanks lee

Hi, The email account configured in Hornbill had its password reset yesterday unknown to me. So all emails had stopped sending. When I found out it had changed I updated the password in the system and tested the connection which was successful. However it appears emails are still not sending? Is there any where else I can check or anywhere else that will need amending to get it working again? thanks lee

@Steven Boardman thanks steve I will have a look at those.

Hi, I am struggling to create a report that will report on department and or division that have been setup in the organisation structure. My report is using type entity - I would like to display volume of calls grouped by service type and request type but also want to include what department it was logged against(i.e. the department the user belongs to). Any ideas how this is done? Do I need to be using SLQ and joining tables? thanks Lee

@Steven Boardman just seen that update is actually available now. I have applied it and that is much better thanks. lee

@Steven Boardman @sprasad We have also had this raised and found people re sending the email because they are not sure the original had been sent as it auto displays the template again. (1) After the email is sent (rather than displaying the email action again with an empty template, which can cause confusion and possible duplication of sending a second empty email) could we display a replacement dialog which says email sent and then you click on it to re-open the email editor to send another email, or just click on another request action icon/activity to carry on with request. Steve does any of the below address this? One question was can the system default back to the update tab(view) rather than stay on the email tab? Due to the feedback from the customer base, the next service manager update will include the following options 1. Stay using the new email preview component (Globally) 2. Revert back to the old email component i.e no preview or template selection (Globally) 3. Agent Preference - Allow each agent to decide which email option they prefer to use, they will be able to toggle between the old and the new email components thanks lee

@Steven Boardman Quick question, setting up the template but would like to add a variable where it will populate only the customers first name. This is possible with a snippet, but don't seem to be able to find a variable for this on a email template. Having {{.H_fk_user_name}} which gives Joe.Bloggs seems a bit impersonal I think. thanks lee

@Steven Boardman thats great thanks steve, I like the feature just wasn't sure how to change things if need be to be a bit more flexible. lee

Hi , I have just applied the latest update and a few analysts have complained about the new email template format. Because most people select email and then select one of their Snippets - when selecting email it pre populates the message now with an email template, so if you select a snippet you have to then highlight and delete the pre populated template which makes it a bit more cumbersome to do. Is there any way to change the template it uses by default? And if possible turn off the use of a default template? thanks lee

@Victor thanks victor that has worked. i have been on Holiday for the last few weeks so just back this week so hadn't been on the forum for a while.

Hi, I can no longer log into our Live.hornbill instance. Everything was working fine on Monday, when I came to log in Tuesday it failed with the below error. We use SAML2 authentication which links to our Google accounts to use single sign on. Everyone else is still working fine so appears to be an issue with my account. I have tried resetting my password and relogging into Google but still get the same message. I have also tried on different devices and get the same issue. I have logged into the Hornbill Admin console using the Admin account to check my hornbill account and all looks ok. I did notice that it said last log was this morning at 5:55am which seemed strange as I was still in bed? I logged into the mobile app on my phone ok but don't think that uses single sign on or my google account? Anyone have any ideas or seen this before? thanks lee

@Victor thats great thanks victor - I will give this ago.

@Victor thanks victor so for the 11 without a catalog item I suspect some analysts I believe dont always select the catalog item. I think they get to select service as below and select next without actually clicking the Service request or Incident. Is there anyway to force them to select it before they can select continue? For the 42 requests without owner - again is there any way to force them to assign it to an owner? I thought maybe to try locking the resolution until it has been assigned to a owner then unlocking? Do you think this would work or would there be a better way to do it? thanks lee

@Victor thanks Victor