[SLA Escalation Events]

Hi @Victor, don't suppose you know the answer to the 'Status' part though do you?

[SLA Escalation Events]

Hi @DeadMeatGF,

Looking at the other placeholders I think you may be right! Thanks for that, I'll give it a go and see if it sorts it out

 

[SLA Escalation Events]

Heya,

I've been testing the SLA escalation events with the email notifications and have a couple of issues:

 

1) Both the 'Summary' variable and the 'Subject' variable is all lower case when sent in the email

2) The 'Status' variable in the email template includes the full status name exactly as in the database. This means it says 'status.open' rather than 'Open'

3) Customer name variable comes across as blank

Are these things that can be fixed?

 

[Round Robin/Analyst Calendar]

Hi @James Ainsworth,

That's great thank you, I'll have a play around with those settings and we'll likely try it out for a while. Now to really  push my luck though, is there a way for us to automatically update the availability by an API?

 

Thanks everyone for all your hope so far

[Round Robin/Analyst Calendar]

Thanks for that @Martyn Houghton,

It sounds as though it's not quite what we're after unfortunately but it's useful information nonetheless!

In an ideal world, we would've preferred the calls to be assigned on the round robin to people regardless of their status but with the exception of annual leave.

Cheers

[Round Robin/Analyst Calendar]

Hi @Dan Munns,

How would that work with the Self Service portal when people are logging calls out of hours?

[Round Robin/Analyst Calendar]

Afternoon all,

Just a quick question, I'm curious about the Round Robin functionality in terms of call assignment but am wondering how this can be managed when a member of the team is away on Annual Leave. Is there an Analyst calendar of sorts that annual leave can be entered on that will prevent that person being assigned calls?

Thanks

 

[Ability to re-use a Business Process stage]

Hi @James Ainsworth

The workarounds are viable but still clumsy, although likely an issue with my PC any time I try to copy anything the system freezes up and the page reloads. Currently I'm having to have a colleague copy and paste everything and re-save so I can continue.

Is there room on the board for this suggestion?

 

[Ability to re-use a Business Process stage]

Morning,

Apologies if this feature already exists (or if it's already been requested elsewhere) but would it be possible to save a Business Process 'Stage' as a template that you can then insert into other processes? I've found myself repeatedly creating the fairly standard 'Closure' stage with very little or no differences from other processes.

Currently, I'm selecting every node in the process and copy/pasting which although functional just feels clumsy.

[Business Process Usage]

@Bob Dickinson

 

That's great, thanks for that I've just uploaded it and it's definitely going to be a useful report.

[Business Process Usage]

Hi all,

 

We have built up a number of business processes during our various stages of testing/implementation and I was wondering if there's an easy way to identify the ones that aren't currently linked to any of our Services? I'd like to do some spring cleaning and remove the old ones that are no longer in use but would prefer not to have to go into every individual section to see what's being used and what isn't.

 

[PC answers 'undefined']

@Victor

 

For example, in the event that one value is empty, use the other value in it's place:

&[functions.pcf("newEmailDetails","emailAddress")]

&[functions.pcf("newEmailDetails","alternativeEmailAddress")]

 

If this were SQL, it would be COALESCE(&[functions.pcf("newEmailDetails","emailAddress")], &[functions.pcf("newEmailDetails","alternativeEmailAddress")]) --Is there any way to do this in Hornbill?

[PC answers 'undefined']

Hi @Victor, is there any way to coalesce two values in the description?

[Add all attachments on ticket to automated email]

Hi Victor,

Thanks for the reply, I must admit that it's a shame that with all the things Hornbill is capable of, something seemingly so simple is out of reach.

I don't suppose you can think of any clever workarounds can you? The idea is that no human involvement is required for tickets like this

 

[Add all attachments on ticket to automated email]

Hi All,

 

I've been hunting around the forums and the wiki and haven't been able to find anything detailing whether or not this is possible. Here's the scenario in a nutshell:

 

- Customer logs on to Self Service portal and logs a ticket

- During Progressive Capture, the customer adds an attachment (screenshot of an error for example)

- Business process then auto-forwards the call details on to the relevant department if it's not us in IT

- In the event of it being forwarded, the call is automatically closed

 

The question is, is it possible to include the attachment(s) that they added during PC in the email?

[Aggregate Value Colour]

Hi all,

 

A quick question regarding the ability to change the text colour in a Widget based on the aggregate value. I have just tried setting this and was surprised to see that the only thing that changes colour was the title of the individual counter list item and not the value itself.

Is this intentional or is this a bug?

 

 

[Resolve Time Measures]

Hi both thank you for the replies, the 'average' time that it's calculating is over 500 hours. If this was 500 of our business hours that equates to over 2 months and we've only been live ~6 weeks! Checking the last month opened vs resolve dates I'd say our average is closer to 10 hours or so.

 

I think I might try to filter the measure by a specific user for now to look for a reason as to what's causing the discrepancy

[Resolve Time Measures]

Hi all I'm hoping someone will be able to provide guidance on this one. I'm looking to create a Widget displaying the Average Resolution time of our Incidents. Using the demo data I copied the measure that the widget would be using as it's data source and believe it is working.

The issue however is that the average time that it has calculated for November is drastically higher than expected. Due to this, I am guessing that the timer counts the seconds between 'h_datelogged' and 'h_fixtime' without taking our working hours or 'on hold' statuses into account? 

Have I got the wrong impression with this or is there a way to make it take the above into consideration?

 

Summary: I'd like to know the Average amount of time (using the SLA counter that is paused when out of office hours or on hold) an Incident was either 'New' or 'Open' before it was resolved.

 

Here is the Measure I've got:

 

Thanks in advance for any help!

 

Drew