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About JBasey

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    Advanced Member
  • Birthday 08/08/1975

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    London Borough of Waltham Forest

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  1. Hi, Our instance has single sign on so our users do not need a username/password to access service.hornbill.com We have a small number of users who this isnt suitable for, they are our employees but do not have the means to authenticate using self service. I would like to know if there is a way we can let them access service.hornbill.com which prompts them for a username password that we can manually set up for their hornbill basic user account. Is this possible? Thanks James
  2. Hi. Yes I. Trying to use the reports in admin. Thanks
  3. Hi, I'm trying to create a report that shows me the number of minutes incidents have been open, adjusted for our SLA clock. For example if i log an incident at 09:00 and its resolved at 09:15 i want a report that returns the value of 15 minutes. If a request was logged at 08:00 and resolved at 09:15 but our sla clock is 09:00 to 17:00 i want it to return a value of 15 mins as the request was only open for 15 minutes of sla time. Im assuming the time elapsed must be stored or calculated by the system somewhere but cannot figure out how to access it in a report. Does anyone
  4. To be clearer, i'm talking about users of the Service.Hornbill.com portal, not the customer one.
  5. Hi, I'm trying to get live chat set up for this weekend. I want any of our basic users to be able to chat with our IT staff (full users). While testing this seems to work - i have assigned my own account the portal chat session user role and i can see the chat popup and speak to analysts. I have now added the portal chat session user role to the Service account under home>system>manage portals>portal accounts but my basic users cannot see the chat popup or link. Do i need to do anything else?
  6. Hi, could you let me know if live chat only works for people who have an account in your instance of hornbill or can it be used at the customer portal by any visitor without a login? Thanks James
  7. Hi All, I dont seem to be able to change the order of my feedback questions: I'd like the answers to go Excellent > Good > ok > poor > awful. When i drag them to the correct locations and click update it seems to work but when i go back to check they have reverted to awful > poor > ok > Good > excelent Thanks James
  8. Hi all, Any update on this issue?
  9. Any update on this? i use these charts all the time.
  10. Same here too. I get the same loading message as above. The request views work fine, the charts dont load.
  11. Hi, I have been asked to see if i can come up with a way to determine the average duration of incidents resolved over a given time period (the last 6 months) in minutes during working hours. Our Incident SLA timer for all priorities is fix within 9 hours 15 mins (8am to 5:15 pm) monday to friday. Our working time calendar is also set up for 8am to 5:15pm. Is there any easy way to do this in reporting? i need to be able to say "the average time to fix an incident during the period was ???? minutes" Any ideas? Thanks
  12. Hi @Pamela Im not sure if i'm following you For example, if i ran a "last 30 days" report today on the 4th of June, would it give me: a: 01 May to 31 May (Previous calendar month) b: 05 May to 04 June (last 30 days from the data the dash report is run) What i'm after is something that always returns the previous calendar month, not the last 30 days. Thanks James
  13. Hi All, would it be possible to add a "last month" option to the "raised on" and "resolved on" options within the service manager dashboard: This is the bit i mean: This would really save me some time when doing quick performance reporting. Thanks James
  14. Hi, We have seen the attached error appearing over the last couple of days, most recently on in00023496 at 10:21am 27/02/2018. Could you take a look and see whats happening please. Thanks James
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