Josh Bridgens
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Posts
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Enhancement Requests
Posts posted by Josh Bridgens
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hmmm...
@James Ainsworth There are a few instances I can think that both would be useful.
I would say the Assignment BPM node would cover more bases. Same team different allocations based on the calls. Sounds good to me.
Many Thanks for the responses!
Josh
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@Martyn Houghton Excellent, just what I was looking for.
And I agree the manual/automatic does need to be a different toggle.
many Thanks.
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We have a team that needs to include 5 users, and a BPM that is assigning out on a round robin basis.
Without setting people as away is there anyway to ignore one or two specific users completely?
Many Thanks,
Josh
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@Victor most definitely, That's what I find myself doing more often than not lately, Persuading people off
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I think I'm going to have to P*** some people off and put it in the Subject...
Many Thanks for the responses guys, Much appreciated
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Any outgoing from us with these calls are being forwarded to a remedy instance and to an externally internal, not quite employee user/customer (Genuine description I had)
And they want to use the Remedy references, much to my dismay and fighting it they agreed they would.
To avoid confusion for the users we have agreed to just have one reference and We would do the struggling of finding the calls etc. Thats why its in white in the body, as I thought it would pick it up.
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2 minutes ago, Steve Giller said:
Firstly, the Rule checks for a match to see if the email needs processing; this can, using the correct variables, "see" the subject and the body amongst other things. This part may be failing because in your original post you are looking in "summary" rather than "subject"
I realised that afterwards and changed it after re-looking at the original request updater we have, apologies.
3 minutes ago, Steve Giller said:Secondly the Operation checks to see if there is a Hornbill Reference in the subject line - this is where your rule will always fail because your Hornbill Reference is in the body, and the Operation is not looking there.
Is there any way to fix this?
I'm at a loss here.
Josh
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I thought our original call update rule would have worked anyway:
However even that one doesn't work....
Manually going into the emails to update these calls is another job we definitely don't need
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Morning All,
We have a strange setup for one certain type of call while we are mid transition of a phone contract, unfortunately we are having to use the third parties call references for any outbound and inbound email.
Obviously this is not what we wanted however they have stressed they are not prepared to work with us without this.
I thought I could get round this by having our reference number for customer updated in the body of the email, but in white text so its not actually readable unless people go looking... this isnt working.
The routing rule I have setup is as follows:
The Template We are sending out is very barebones as we have had to strip off all branding for now for these calls, however I have highlighted where our reference shows in white:
Is there any reason this may not be working?
Josh
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@samwoo I couldnt replicate the issue you have described unfortunately, It turns out I was being a bit dense when trying to create my PCF.
@Steven Boardman Thanks Steven. I've found it works fine using the customer search so should be good to go.
Josh
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Long nights and very short days..... It would help if my customer search... wasnt actually a co-worker search.....
I need sleep.
thanks @Steven Boardman
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Hi Steve,
3 hours ago, Steven Boardman said:Could you go into the PFC, move any node, and then re-save the PCF process and try it again and let us know how you get on?
Tried it, unfortunately getting the same problem :(
Not sure if my assets are incorrect or something, but theyre definitely tied to this user.....
Thanks for the help.
Josh
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Form in the PCF....
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Hi All,
The New Asset Details form, unfortunately will not display a users assets as a default anymore...
Is there a setting I need to change?
Josh
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Was this ever looked into further?
I am running into the problem now and could do with having images attached to these assets?
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This appears to be the same for ours.
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+1, after redesigning our Services last month to a more user friendly position, I cna confirm this would have been a god sent.
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Hi All,
Is there any future plans to have Timesheet manager show within the Hornbill mobile app?
It would be fantastic for some of our Site Support team to be able to monitor this while out and about.
Josh
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Hi All,
Am I losing my marbles, or am I missing a way to automatically link calls to a Problem, or change through the BPM??
I know we can update linked calls, however I have a Catalogue that when used needs to automatically link the call to a Problem we have logged....
Josh
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Hi @dwalby,
A lot of this is me slowly losing my mind...
3 hours ago, dwalby said:In terms of the below are you asking what 'Service' it would be logged against?
Questions like these are probably things the users will decide for themselves I imagine!
I've recently put forward a proposal of the new Services with a more friendly look and a LOT more catalogues underneath, I'm hoping this will get the ball rolling and we can start working in a more customer oriented manner.
Time will tell.
Josh
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Hi @Victor,
Unfortunately I was driving home when I had the phone call saying nobody could connect and had to madly pullover to do an instance check, completely forgot to get a screenshot.
I do remember the XMLMC Session bind was failing with over 5000+ ms ping, if that helps?
Josh
Form in the PCF....
Sometimes Customer Updates do not take the call off-hold
in Service Manager
Posted
@samwoo Had anyone manually changed the sub status in these calls?
I have found that unless the BPM recognises the sub status it CURRENTLY is it will not update it.
Josh