Josh Bridgens
-
Posts
214 -
Joined
-
Last visited
-
Days Won
2
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Josh Bridgens
-
-
+1 for the email Notifications on updates please!
-
You can set accounts to "out of Office" or "On Holiday" which shows up during the assignment of calls.
Ignore the awful covering of names.
this allows for you to know when someone is away.
This is obviously all dependent on the users staying on top of their status.
-
1
-
-
With regards to seeing the closed calls for the past 30 days, this would probably be better viewed within the "Reporting" functions of Hornbill.
It is less interactive but a much more effective way of seeing the data you need.
-
Hi Lee,
I have found that by Specifying the "Team" in the view, it allows you to view the selected teams calls.
(Just an Example)
This should allow you to see them.
-
20 minutes ago, Steven Boardman said:
We'll post back here once we have a firmer idea of timeframes
Brilliant, Thank you very much.
Just a quick one, is the ability to send out multiple update emails in the pipeline?
A few of the Desk over here have requested this. I have tried to force the "Impacted, interested" however they have found that that works with problems, not "High impact" Incidents.
Once again, thanks for the update.
-
8 minutes ago, Martyn Houghton said:
This is what we do and we have a single dashboard user which is logged in this way at our two different sites running the dashboard slide shows.
Hi Martyn,
Do you have yours running 24/7 or refreshed over the weekend?
Josh
-
OK so Im adding an example anyway AFTER we have changed the customer.
All of these calls were logged one after an other by the same person,
Unfortunately they are automatically logged from emails sent from an email address called "ICT Sharepoint" (Don't even go there I've lost that battle once already)
Now I know what your thinking, "why not just have the process do it and change it automatically?"
That sounds amazing, unfortunately there are 45 different business units which can have up to 4 different "Super Users" who can request these changes.
Therefore making any automated process null and void because it would require ~140 different processes to cover all bases.
Hornbill unfortunately does not have the option to pull data from emails, making it EVEN MORE difficult.
I'm just trying to make the Desks lives easier, any thoughts guys?
Please?
-
Hi Guys, my team are finding the multiple request actions extremely useful, however we find ourselves wanting the ability to bulk change the customer, sometimes bulk do tasks etc.
I understand that different requests will be at different tasks so that one would probably be near impossible to implement, however could it be looked into for us to bulk change the customer?
If you need an example of why this would be useful I am happy to provide
Josh
-
@Lyonel @Dan Munns Sounds like you guys may have had a lot of fun
Thanks for all of the input people, I really appreciate it.
I'm glad we have such an open forum to share ideas and methods of torture for users who don't do as they are told.
-
5 minutes ago, Lyonel said:
From 1st June 2019,
That's a fair distance away, any reason you expect it to be this long? Large number of supported users?
-
6 minutes ago, Gerry said:
If none of these prize are appealing, please use this link: https:://selfservice/ to get help and get your issue solved.
Thank you. I almost feel the Thank You is too kind, can we change it to "Do as you're told, or else"?
-
1
-
-
4 minutes ago, Dan Munns said:
Please note: All entries will receive a copy of the IT process documentation, complete with mandatory 3 page quiz."
Failure of said quiz may result in your entrance to the Service Desk Games.
And remember, May the odds be ever in your favour.
-
1
-
-
Today only! Log one call via the self Service Portal and receive a free Resolution!
Terms and Conditions apply
-
@Keith Stevenson I will have to see how well that idea goes down, I think I can get away with....
"log your call through the portal, and be in with a chance of your call being resolved!!!"
What do you think?
-
1
-
-
6 minutes ago, HHH said:
Originally it was the Email Template set in the Service Designer.
That's how we are doing it now, with emails being sent as updates, the only problem is that makes it reliant on emails still...
and 8 different languages?! Incredible!
-
9 minutes ago, Dan Munns said:
To be fair we changed our mailbox address as well as went live with the portal.
This would be a good way of handling this, unfortunately this is not an option for us at this point in time.
I think this is going to be a plaster situation, the quicker we rip it off, the less painful it is.
-
11 minutes ago, HHH said:
Request updates are followed by a snippet email telling them their ticket has been updated and a link to the ticket.
By this, are we talking about comments sending an email?
Josh
-
1 minute ago, Gerry said:
You can reject emails that do not have a recognizable call reference using the Auto Responder.
Fair point, with the inability to auto respond to emails that fall into a certain category, this would require manual monitoring of the emails to notify we are no longer accepting emails to log calls?
Sorry for the 21 questions!
Josh
-
We are happy to go down that route, how did you handle communications throughout a calls lifetime? Only comments on calls? if so, are users expected to check up on the call daily?
Thanks for the input, I think it may be the only way.Josh
-
We are currently pushing our Self Service Portal and have had a lot of uptake on it, however we are still getting a large number of emails come through to the Service Desk,
How did people phase out the emails? With no auto reply enabled in SM and too many emails for one person to filter through, what did you do?
We are currently sending any correspondence with the information that we are no longer accepting emails as a form of call logging. We are hesitant to just stop logging the calls for obvious reasons though.
Any ideas would be great!
Josh
-
@James Ainsworth We are also looking to stopping people relying on emails for logging requests, up until now we have had it automatically logging them, we have had a good number of users using the self service portal but too many people are still emailing.
A way to setup an auto responder AFTER updating already logged calls would be ideal.
We have attempted to notify users that we will not be accepting emails to log calls however it doesn't seem to have stuck and we get more than possible for someone to reply to all of them saying "Please use our self service portal instead"
Is there any way to facilitate this within SM at this point in time?
Josh
-
+1, this would be extremely useful.
-
46 minutes ago, Victor said:
If my understanding is correct perhaps a solution will be to have this task with 2 outcomes: Escalate and Resolve. The analyst will only have to complete this task (as the analyst needs to choose one of these outcomes) for the request to progress on the intended route (escalation or resolution)
I had a feeling this would be the only way. I will have to attempt it this way and see how the calls go, I was hoping to get away from too much "task-based" procedure for these calls. nevermind.
Thanks for the input!
Josh
-
1 minute ago, Victor said:
sorry, just seeking some clarification, why the need of completing both is not right for what you need to achieve?
Ideally, I would want it to be Either / Or, not both.
So, ideally it would work like....
"This call is sat in my queue with the option to complete this task If I like... however I will resolve the call. this then completes/cancels the task and progresses to the next step"
Long story short, We need to stop the reassignment of a lot of calls to certain teams, therefore there has been an executive decision made that calls are ONLY escalated to 1 specific team.
Hopefully im explaining well enough, which I dont think I am
.....
(Just an Example)
Visibility Issue
in Service Manager
Posted
I always thought "Team" meant people with a SM license whereas customer is anybody.
I may be wrong but its worked for me so far.......