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Drew Davies

Hornbill Users
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About Drew Davies

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  1. Hi Steve, That's exactly what I was after - thank you
  2. Hi @Steven Boardman, I've added the field into the list now but I was wondering if there's a way for me to label it so it doesn't just say 'Attribute X' as well?
  3. Hi all, As in the title, I was wondering if it's possible to add and label the data from the custom fields of a user's record so that it appears under the 'Customer' section of a call log? Currently we have fairly standard info in there such as company, job title and contact details etc.
  4. Hi @Lauren, We had similar issues (and still do to an extent), for us the main solutions were pretty much what you've suggested. As an alternative you could try creating another general Service that's visible to both of your departments. When a ticket is identified as being with the wrong department, create a 'Linked' ticket using the new service. The process for that one could be to mimic the Summary, Description etc. of the original call and then each department should be able to assign it to the other without needing to be granted full visibility over all tickets in each other's queue. This is only a thought though, we haven't tried it ourselves.
  5. Hi @Michael Sharp Sounds like something a custom query data list would be able to accommodate fairly easily Example: SELECT h_pk_reference, TIMEDIFF(ADDTIME(h_datelogged, SEC_TO_TIME(h_responsesecs)), NOW()) AS Remaining FROM h_itsm_requests WHERE h_fk_team_name IN ('YourTeamName, NULL) AND (h_status='status.open' OR h_status='status.new') AND h_withinresponse IS NULL You could change the last line to ' AND (h_withinresponse IS NULL OR h_withinresponse = 0) ' but this would pull back all calls with a breached response until they're resolved
  6. We've just implemented this and have also had positive feedback - makes it easier for me to get a quick glance at the important logs in our queue
  7. Hi @Steven Boardman, It was the Service Levels inside the SLAs so thank you for clarifying that it won't delete any historic data
  8. Hi all, We have recently created a number of new Service Levels for 2019. We would now like to either delete or at least hide the old ones so they can no longer be used but we don't want all of our historic tickets to be left without a Service Level. Is there a way to do this?
  9. Hi @Bob Dickinson, Did you manage to get an update on this one?
  10. Morning, I've just tried to put one of our Hornbill boards into a slideshow but as it's not just an option, thought I'd try doing a custom widget pointing to the url of the board in question. As you can see, no luck there. Is there any way that I can do this?
  11. Simple issue, the ordering on the Active State and Published Version columns doesn't work:
  12. Hi @James Ainsworth, I had a feeling that the signature images may have been involved with this. Is there no way to simply automatically add all attachments that aren't image file types? Most attachments for us are Word docs/Excel spreadsheets (although I would understand if this isn't the case for most people). Failing that you could have a modifiable setting that dictates a minimum image file size to qualify for automatically being attached? E.g. any images >200KB auto-attach and anything less than that doesn't?
  13. Hi all, This has likely been asked before but I did try to have a look without success. Is there a way to have a slideshow only display a specified dashboard if certain criteria are met? For example, having a dashboard that only displays if a ticket has/is going out of SLA or that a critical ticket has come in etc.?
  14. We've been having that recently too, we figured it was something cached on our side causing a fake error but we haven't thoroughly tested anything yet.
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