JBasey

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

Same here at Waltham Forest.

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

This would be really useful for us too!

Just got this error:

Hi, We are having performance and connectivity time out issues here this morning. Is there a problem with hornbill at the moment?

Hi Steve, Yes, that would be perfect. Thanks

Thanks steve. I have used the add to board/remove from board nodes in my BP's and used the SLA features to move requests through different swimlanes on a breach board. What i really want to do is limit the view of the board to only show requests that are currently owned by a specific team or teams. For example in our ICT department we have 5 different operational IT teams covering network, infrastructure, service desk etc. An incident will be raised in the same way via the portal or analyst for each of these teams. Thus when i create an incident board i can see the incidents owned by all these teams, rather than just the team i manage. Thanks

Thanks mark, That's very helpful but i would still like to know if its possible to limit the requests shown on a board to specific teams.

Hi All, I'd really like to use boards to manage requests that are breaching SLA or about to breach SLA for our service desk team. I cannot find any way of limiting what the board displays, so for example if i do an "add to board" node in our service request process, every SR is added regardless of which team owns it. It would really improve the use of the board for me if i could limit the view to be just requests sitting within specific teams. Is there any way to do this? Thanks JAmes

We did, just for a few minutes. All seems to be back to normal now.

Great, thats perfect. Thanks all.

Hi, Is there any way of marking a particular basic user or group of basic users as a VIP' and alerting the service desk agent that the ticket they are working on should be a top priority? Thanks James.

+1 from me too. Would be very useful.

Hi all, The "last updated field" in the request list appears to be showing calendar days not working days (as defined in the working time calendar). Is there a setting to change this to working time? Thanks James

Did this ever get introduced? I would find this really useful for the reasons described above. Thanks James

Me neither - this would be really useful. Could someone let us know how to find this? Thanks James

Hi All, I'm doing some dashboards and i'd like to know if there is a way to select requests of child teams? For example our IT operations hornbill organisational team contains five child teams who each resolve support requests. if i wanted a dashboard to show how many incidents and service requests were raised by the whole division could i run a dashboard that picked up and combined the tickets from all child teams? I suspect i'd need to do a report for this but as im really getting a lot of use from the dashboards i thought it was worth asking. Thanks James

Us too. thanks James

@James Ainsworth Thats a really good idea - i hadn't thought of that and i think that will do what i need it to do. i will give it a go tomorrow. Glad i stayed at work late now! Thanks

Hi, Is there a way for Service desk staff to add a £ cost and a four digit cost code to a request which could be reported on after the request has been raised by the customer and thus the progressive capture part is finished? Our IT department recharges the other departments for lots of standard services and for engineer's time. in our previous system (supportworks) we were able to enter a cost and a cost code into fields in each request so that at the end of each month we could run a report for our finance team listing the reference numbers of chargeable requests, the cost of the work and the cost code we wish to recharge. I cannot seem to find a good way of doing this in Service Manager so wondered if anyone else has managed to find a way of doing this? thanks all

Hi All, When my team try and raise a request from an email the system is able to match the name but not any other part of the email to the feilds in our progressive capture. I suspect that is because in our captures' we dont' use the standard request details and have used customised forms to capture this info. I was wondering if there is any guidance on how to get the raise a request from an email feature working with customised progressive capture? Thanks

Hi, thanks for the replies. I initially did try using boards for this but there doesn't seem to be any way to limit what the board displays to one specific team. for example if a customer raises an incident I know how to get the BPM to add this incident to a specific board list. however if the service desk then escalates the incident to a different team for resolution and closure, the incident will still be on my board unless i manually remove it. I cant find a way to remove these from the board once they dont belong to my team anymore. I also tried to use views but couldn't figure out a way to break down the requests into a sensible way. for example if i have a single catalogue item for reporting incidents i cannot find a way to have have one view for hardware incidents and one view for software incidents. i dont want to have a different catalogue item for every type of view as it would get confusing on the portal. I'm interested to see how everyone else does this - unless its just us who bunches types of requests together for staff to work on?

Hi All, We have recently moved to service manager from supportworks. Previously our service desk arranged their work into various queues which were in effect user accounts named things like "application requests" or "new users" or "purchases". Thoughout the day the service desk staff would assign incoming work to these queues and a service desk agent would be tasked with managing that queue for the day or week. My question is what's the best way of organising incoming incidents or requests into groups that I can then assign my service desk staff to work through? Thanks

Hi All, we want to look at importing our assets into hornbill from our SCCM. We have around 3000 computers in our SCCM and these change all the time as new ones are added and old ones are removed. If the SCCM export script is run nightly or weekly, is it able to remove/archive computers that no longer appear in the SCCM from hornbill and add new ones it finds? Will it update a PC who's configuration has changed since the last import? Thanks, James