lee mcdermott

@Victor hi, no you can log it on my behalf that's fine. You will be able to provide more relevant info .

@Victor haha no problem. Thanks, just let me know if you get anywhere.

@Victor Hi Victor just wondering if you have managed to have a look at this yet or if there was any update?

@Victor ok will do cheers lee

Hi, just wanted to raise the following issue. Recently we had an issue with the site list being very slow to populate during progressive capture. The fix was included in yesterdays update and I have now tested this again and it seems to be working ok again. However on calls already logged if trying to add or update the site information the site field does not search at all anymore and the drop down list only shows 5 sites? this was working the other day as I did update a call and the site list populated. albeit in a random order - i.e it was never showing sites alphabetically? Screen shot attached showing only 5 sites available and the box does not search anymore. thanks lee

@Victor Hi Victor see screen shots attached as an example - new user form - was working as you can see, but now is not. I have included the email template for this as well. So other examples are as follows SR*367 User account management new user (prog capture) - working SR*3473 User account management new user (prog capture) - not working using email template emailapproval_new_user SR*271 Technical support additional equipment request (prog capture) - working SR*3460 - Technical support additional equipment request (prog capture) - not working using email template emailapproval_additional_equipment SR*834 - mailbox access form - not working SR*3457 new mobile phone - not working - new form created yesterday so have not managed to get it working at all yet. thanks lee

actually just found some old emails and these fields did seem to populate ok but no longer do?

Hi, Most of our email templates use the custom_a, b etc fields. I am pretty sure I tested this when I initially set it up so not sure if something has changed as a result of an update? But now when an email is generated a number of the custom fields do not populate on the email. It appears to be anything using a static drop down select box or static checkbox group? All normal text fields seem to work and populate ok. Should these fields still work for this type of drop down selection? Any ideas? thanks lee

@Steven Boardman @Victor thanks guys. Yep the adding as a connection option sounds good and would fit the purpose.

@Steven Boardman Thats great thanks for your help lee

Hi, i cannot find any info on this, but can users using the portal log a call on behalf of someone else? thanks lee

@Steven Boardman thanks Steve Yes I can see how to update the column names now that is great thanks, For point 1 - it is using an entity type. I may have found the issue - (user error I think as I have never done these before). But the report data output was set to grouped data count. i have changed it to show all data and that seems to have done the trick. I'm just wondering is it possible to connect to hornbill data using crystal reports do you know? I used to use crystal reports a lot to generate our previous reports and would be really handy to be able to do that again (as it means I can schedule them)

Hi, i am just in the process of trying to setup our first reports, in particular I need to create a report for CAB each week to allow viewing of the changes logged for the previous week. I have managed to create a report and when doing a data preview all data appears to be there. I seem to have 2 issues. 1. When running the report and viewing the html version there is no data included in the report only a list of change numbers. However the csv version does include all the data from the change. Why does the html version not include any data. Ideally we need to use HTML as sending a csv file for people to review is not ideal or as user friendly I don't think. 2. As most of the fields are using custom fields -a to q the report preview and csv file does capture the info - but is there anyway to manually change the field headings in the report (see csv screenshot below) as anyone reading the report and seeing custom a for example as a heading it is meaningless - I would want to have the title of the field from the actual progressive capture form. or at least manually add a title to the report when creating it? thanks lee

@Ehsan Thanks for this - I think I understand now. However as this will be for changes in this instance and I always want the call to be assigned to the "change management queue" by adding the option to select the service in the prog capture...could I instead add it to the BPM so it automatically adds it to the change management service and also as it currently does in the BPM add it to the change management queue? It would save the person logging the change having to always select the service of change management as it will always be the same service it gets logged against?

@Ehsan Hi, Yes I think this would solve our problem. So I have created a new service called change management as we had never set this up before. i have associated the request config for changes with the BP we use for changes and added the team of System support (wasn't sure if i needed to add the actual change management team or not. I removed a user from the change management team as he was a member to enable viewing of the change. He is a member of system support team - but when trying to access a change to view it he gets an error of access denied? is there any further config required to set the change service up? I'm not sure how the service knows that all the changes logged are associated with it? Would this only start working for new changes that get logged as all the current changes are not logged as part of this service? Also under workflow I have added RFC as the BPM used to log our changes - is this what will associate the change logged with this service?

@Ehsan thanks Ehsan - yes i have notifications turned on for individual assignments and off for team assignments. Ideally only wanted notifications for your primary team. I haven't come across the supporting teams for a service portfolio - so I will have a read and see if this will help in this situation. i may come back to you with any questions this may raise if I'm not sure how it is set up or works if thats ok cheers lee

Hi, I have a slight problem where all our changes are logged to a change management queue(team) in order to keep all changes together and the actual work to perform the change is by generating an activity which then gets assigned to individual teams as required. this is all fine but it became apparent that all the teams could not access the change call to read what the actual work is based on the original Progressive capture details. So to overcome this I had to add everyone to be a member of the change management team so they could see the call details. Now as everyone is in that team everyone gets any notifications associated with it when they do not need to know or get these notifications. Which is causing notification overflow for everyone. My questions is - is it possible to turn these notifications off for specific teams if someone is a member of multiple teams? Or even better - is it possible to have read\view access to changes in the change queue without being a member of that actual team? thanks lee

Hi I just wanted to raise the following issue. We have a site list of approx 360 sites. I included the site form in our progressive capture (only on progressive capture forms that are used by our analysts) select site not used for users logging via self service portal. However it has always been super slow to populate when typing in the search box even to the point just typing a name in the box is delayed and can be several seconds before it catches up with itself to show what has been typed. Normally typing a name of a site will normally take approx 10 seconds to search populate the box. this was causing such delays that I have now removed the option from our progressive capture as call logging was taking to long. I thought this cannot be right as our user search is super fast and that is querying over 9000 records. i have just done some more testing and included the site search on a form via the self service and found this is fast and works as expected. however when going back into service manager and logging a call with Site it is still really slow as mentioned above? thanks lee

thanks alot

@Pamela Hi Pamela, If you could. See further screen shot - showing how the customer was removed. then there is no customer section after and no obvious way to re-add a customer? by selecting change customer at this point gives the error shown thanks lee

Hi we have had a few instances where someone has removed a customer from the call thinking they need to remove them before adding someone new - rather than selecting change customer. If a customer is removed it doesn't seem possible to re-add a customer to a call? Is it possible to add a customer if they have been removed - we just get the error below

@Victor @nasimg ok thanks guys I will get them to retry or refresh browser again if we get anymore through.

Hi we have just sent out details to customer to allow them to access the customer portal. However the password reset procedure does not appear to be working for a number of customers with the following message any ideas?

Hi, Is it possible to adjust column widths? Often some fields cannot be read as the column width is very narrow and I cannot see anyway to widen them?

@David Hall ah thats great thanks david... i didn't see that thats done the trick