[Resolve Linked Requests query]

Hi

Are you able to advise which right within the Incident Management Full Access role (and others) provides users with the ability to resolve linked requests when resolving a request as below?

Thanks

Lauren

[Simple List enhancement - add columns]

+1, this would be really useful for us.

[Assignments when re-opening requests]

Hi,

We're looking to amend the resolution stages of some of our business processes, so that if a request is re-opened it is automatically assigned back to the team that last dealt with it.

Currently, our business processes are configured so that they are assigned to the person who resolved the request when re-opened. Due to leave etc this isn't the most feasible set up.

I cannot see a way to set the bp up so that it assigns to the resolved by team - is this something that I can achieve?

Thanks
Lauren

[Last Updated By]

Hi @James Ainsworth

Is there any update with this at all? Going back to @Kelvin's original point, it would be great to have a 'Last Updated By' column. 

Lauren

[Linking Multiple Sites to a Request]

Hi @James Ainsworth

Apologies for the delay in getting back to you. Here is an example of when we'd need to link more than one site to a request:

• reporting on changes that are affecting multiple sites (i.e. a nationwide service affecting multiple locations)

It is primarily for reporting purposes however could be used further in the future. It would be used for several request types, not just Change or Release.

Thanks
Lauren

[Resolving Linked Requests]

Hi @James Ainsworth

Thanks for getting back to me. In this case, the person who resolved the request is a member of a supporting team for that service. All of the linked requests were logged under the same service.

Lauren

[Resolving Linked Requests]

We utilise the 'resolve linked requests' action frequently, but have today found that some of our analysts can't see this option. I thought it was a global setting using the 'app.request.resolve.enableLinkedRequestAction' setting. Is it role-based, too?

Thanks

Lauren

[Time Stamps on Timeline Entries]

Hi,

I've been asked by one of our Service Desk analysts if the time stamp on a timeline entry can be amended, so that it shows the date/time that the entry was added rather than 'an hour ago' (as below). They cannot always get an accurate time that something was completed. Is this something that we're able to change?

Thanks

Lauren

[Assignment dependent on time logged]

Thanks @AlexTumber and @Victor - I'll have a look into that 

[Timesheet Manager Right-Hand Panel]

Hi,

I think this is a really silly question but I can't seem to find how to make the Timesheet Manager icon appear on the right-hand panel - we have icons for bookmarks, conversations and activities but not Timesheet Manager. We use Timesheet Manager with Service Manager but can't see where this gets set. Is someone able to advise, please?

Thanks
Lauren

[Assignment dependent on time logged]

Hi,

Is there a way to set a business process up so that during say the hours of 0800-1700, it assigns to a certain team and anything logged outside of these hours is logged to another team?

Thanks
Lauren

[Scheduled Activities Query]

Hi,

I have a few queries about scheduled/followed-up activities having set up some this morning:

1) When an activity has been generated as a follow-up activity, it doesn't include any attachments from the original activity. Is this intended behaviour?
2) When you schedule an activity in advance, you cannot see it as it is only raised on the day it is scheduled for. To assist with resource planning, we'd like to be able to see an activity that has been scheduled before the day it is due on. (I know when a follow-up activity is raised you can see it in advance, however this requires the person completing the activity to remember to click follow-up on its completion)
3) When you have scheduled an activity, you are the only person that can amend the properties of that scheduled job. Is this something that can be amended? If that person leaves, you cannot change that scheduled task.

Thanks
Lauren

[Updating Linked Requests]

Hi @Steven Boardman

Sorry, I know you've said you'll post back here once it is scheduled, but I am being chased internally for this functionality. 

Do you have more of an idea as to when this will be deployed to live instances?

Thanks
Lauren

[Removing custom request list views]

Hi @Steven Boardman

Is there any update with this at all? We have a number of custom views that need updating or removing.

Thanks

Lauren

[View attachments in browser]

Hi @Steven Boardman @James Ainsworth

Sorry to pick on your both - is there any movement with regards to this at all? We'd love the option to both preview and download attachment(s). 

Thanks
Lauren

[Email Notification Escalation Event]

Hi

We've come across an issue regarding escalation events where there is no assigned owner. We have escalation events configured to send an email notification to the owner and line manager of the owner but these are sometimes not triggered due to the fact that the request has no assigned owner - usually this is because they're assigned to a team rather than an individual at the point of the email notification being sent.

Is there a way that the system can identify the user listed as the Manager or TeamLeader of that team as per the team membership? 

Thanks
Lauren

[Escalating Incidents to Critical]

Hi

I've had a look at the escalation events in the SLA however I'm not sure how to configure what I need. I want to be able to configure either an email notification, or activity generation, when an incident logged under a particular service is upgraded to Critical (from any priority). I wouldn't need an email or activity if say an incident was upgraded to any other priority. 

Does anyone know how I may achieve this?

Thanks
Lauren

[Completing activities that are assigned to someone else]

Hi

If you complete an activity that is assigned to someone else, it doesn't note that on the timeline entry when the task is completed. It just says 'Task X was completed by Person X' (Person X being the user that has completed the activity). It doesn't give an indication as to who the task was assigned to in the first place, or who the task has been completed on behalf of. 

Are there plans to add this at all? 

Lauren

[Asset Management Roles]

Hi @James Ainsworth

Is there any update with this at all? 

Thanks

Lauren

[Timesheet Manager Categories]

@AlexTumber

Sorry - one more thing, I promise! I'm not sure if this is Service Manager or Timesheet Manager though. When time is added as part of an update on a request, there is nothing obvious on the timeline that shows time is associated with that post. Is this due to change?

[Timesheet Manager Categories]

Hi @AlexTumber

That's great, thank you.

One small thing I've noticed today - on the warning message you get when you've not added a timesheet category, there is a typo. It says categroy rather than category. Could this be updated please? Apologies if you're already aware. 

Lauren

[Timesheet Manager Categories]

Hi,

I have a few queries regarding the categories in Timesheet Manager:

1) We need our system administrators to have permission to edit existing categories that haven't been created by them. Currently, it seems only the creator (owner) can edit/delete them. Is this possible?

2) I believe that anyone who is listed as a Team Leader or Manager in their respective team has the ability to create categories. We want all staff within IT to be using the same categories, therefore need to remove the ability for Team Leaders or Managers to create their own categories. A way round this would be to mark everyone as a Member of their teams, rather than Team Leader or Manager. However, I think this means that they'll no longer be able to view the timesheets of their staff within the Reports area of Timesheet Manager. How can we get round this, as we still want managers to view their staff members' timesheets?

Thanks

Lauren

[Linking Multiple Sites to a Request]

Hi,

Is there any way to link multiple sites to a request? On some occasions, a request may require involvement by IT at multiple locations. To ensure we can report accurately, we'd need the ability to link more than one site.

Thanks
Lauren

[Unable to search the tickets which were raised today. But can see the search results by applying custom view]

Hi @Prem Prakash gautam

I raised an incident via the following address: https://www.hornbill.com/support

I think the options you get once you've entered your instance ID and email address depends on the support you've got with Hornbill.

Lauren

[Unable to search the tickets which were raised today. But can see the search results by applying custom view]

Hi @Prem Prakash gautam

We have experienced the same issue this morning. I logged an incident to Hornbill and Support are kindly re-indexing the affected requests at the moment. 

It may be worth logging an incident to them so that they can fix your affected requests. 

Lauren