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alecwa

Hornbill Users
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alecwa last won the day on January 8

alecwa had the most liked content!

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About alecwa

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    Advanced Member

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    Male
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    Howden

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  1. alecwa

    Searching Requests

    @Steven Boardman - This is looking good, thanks! Can't wait to see what improvements are made to the search facility!
  2. alecwa

    Adding "Department"

    That does make sense, sir.
  3. alecwa

    Adding "Department"

    Aha! Thanks @Dan Munns! Do you happen to know why this is kept here and nto in the same place as Job Title, Email address etc.?
  4. alecwa

    Adding "Department"

    Hi, probably a pretty easy one... We are going to pull our staff's department names through from AD into Hornbill. I've checked co-worker's "about" info and there doesn't appear to be a predefined field to populate. Has anyone else done this, and if so did you just use one of the customer attributes? Thanks.
  5. alecwa

    Searching Requests

    Fantastic, thanks James!
  6. alecwa

    Searching Requests

    Hello. Not sure what being added to a change does, but can I check Press Association is on there as an invested party? I'm still receiving comments from unhappy analysts every week. For example: "Are you aware that the hornbill search function isn’t very helpful and is there anything that can be done about it? For example, if I want to search for [PA Device Name Removed] l get a lot of results, not all including the actual name. It seems to date order on each page of results but the results overall aren’t in date order. At the minute its inconvenient but eventually with more tickets its going to be useless." Thanks, Alec.
  7. alecwa

    Request View By Site

    Hi @Victor . . . I made it worse by adding every team to the custom view. Now there are no requests. I'll send you a PM with further details.
  8. alecwa

    Request View By Site

    Hi! I may be doing something a bit silly, I am not sure... But a colleague wanted to have a view of all tickets for users in our Edinburgh office, but this came back blank. I gave it a go just in case he'd configured it wrong, but mine came back with just one ticket... I know at least one other person with a site of "Edinburgh" has two tickets against them, so this view should bring back much more than one! Anything obvious I should be trying? The users in question do have their "site" field populated with "Edinburgh"... Other than that I don't know what could be going wrong...
  9. alecwa

    Searching Requests

    It looks like there's many a frustrated Hornbill user out there praying for a better search function. In my mind it's fundamental. if only it were as simple as SupportWorks!
  10. alecwa

    Searching Requests

    Hey @chrisnutt thank you! I'm glad I'm not the only one getting frustrated by this. The point of a search is so you can quickly search for something by keyword or similar without having to spend minutes setting up a new view, just to find that one thing! Being unable to do that is causing issues, and wasting time.
  11. alecwa

    Searching Requests

    Hi @Lyonel Thanks for the reply. Even going about it this was there's no way to sort all by date for me to day, only look at stuff logged last week. There's stuff logged last week on all 6 pages in all request types! :-(
  12. alecwa

    Searching Requests

    Hello, Not sure if I've spoken to folds about this before or not, but it's something that's frustrating me! If I want to quickly search for tickets that include a certain detail, for example the below when I want to see tickets that mention "greyhounds". The results are not in any particular order. Or they look like they go by class, then date... but then on the next page there's more of each class with differing dates again. With most search results you can change how these are sorted. Like you can click a date column and have it sort by Date Logged, or Owner. But in Hornbill it seems you cannot do this? Are you guys working on any improvements to this, or am I doing something wrong?
  13. alecwa

    Attach email error

    Hi @Victor I just tested this with a member of our CS. The error came up, she deleted half the text, then it let her add the email successfully. So in this case I can confirm it was too much text. Not that this can be the only reason for the error obviously!
  14. alecwa

    Attach email error

    Hey @Victor thanks for spotting that. Noted! That sounds like you're right as the mail was pretty massive. I will ask the guys to keep the size of the mails down and we'll see if any more errors crop up. Thanks again for your help!
  15. alecwa

    Attach email error

    Hello! At least once a day our service desk receive the below error when attaching an email to a request. The only way to do it is to copy and paste it manually into the request. Any idea how we can figure out why this is occurring? Thanks.
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