lomixture

@James Ainsworth - however it ends up working, our team would like an easy way of printing attachments when the timeline of a request is printed. At the moment, they have to save the files to desktop and print separately, but ideally require it all to come as one lump. Thanks

Good afternoon Please could we ask for a 'transferred on' column to be created for the request list view? We have jobs passed around teams, and it would be useful for our teams to know when the job was last transferred and thus when it arrived in their job queue. With over 2,000 jobs open at any one time, it would a quicker way of realising what is new in your workload. Thanks in advance, cc: @Gemma Morrison

Good afternoon! Is there a way of doing either of the following things: a) when printing a job, also having a tick box option to allow the printing of attachments as part of the timeline? and b) is there a way of attaching request attachments to an email from within the request, without having to save them elsewhere? We have instances whereby our staff call out contractors, and could use the ability to easily attach photographs customers or analysts have taken to the email to aide the contractor. Thank you in advance cc: @Gemma Morrison

Sorry to jump on this - but multiple customers would be useful for us too! We have instances whereby a supervisor logs a job, and then goes on leave asking their team member to chase it up, which they diligently do. However, as only 5% of our workforce are Users we cannot add them as members most of the time due to them being Basic accounts. This then results in phone calls and manual chase ups from the team member instead of what could be a simple dual customer. We have looked at changing the customer, but this doesn't always work if the customer should really stay as the logee. Thank you! cc: @@Gemma Morrison

Hi all, Currently, livechat is not something we are live with due to limited licences approved and two departments wishing to use the functionality. As far as I am aware, there is not currently the option to have two different teams live on the livechat portal at the same time and to direct specific types of chat to the correct department. However, when testing the livechat we found the basic functions of it to be really useful and simple to use. The test customers found it simple to use, and the fact you can load a job directly from the chat is a bonus. I would consider getting a few licences to test it with a small audience before committing, but there is definitely some goodness in the module to look into!

I have since clicked on this just now and it let me in, so not sure if it was whilst it was being transferred to the archive area?

Any idea why I have been getting this error today, please?

@Victor speedy as ever! All I'm seeing is the below? Do I need to add another role, since the role changes, to do this?

cc: @Gemma Morrison

Hello, I have been shown previously there is an area with Hornbill Admin portal to change whether a member of a team can be assigned work from that team. An example would be, I am a supervisor for our Facilities team - so I need to be able to see their workload/action items, but I do not need to have a workload assigned to me. I can't for the life of me find it and wondered if someone else knew? Thanks in advance!

Hi @James Ainsworth - is there an update on this please? It is something we are now being asked for on a weekly basis! Thanks in advance Lauren cc: @Gemma Morrison

@Victor - they are only reassigned within the same team, so we could make the tasks owned by the team I suppose?

Nope, no solution! The experimental setting didn't work for us...

Thanks @Steven Boardman!

We are being affected by the same issue this morning! I have just had to log an emergency job on the Support Portal! Ours is the Livechat functionality though.

Good afternoon all, We had a session with @Bob Dickinson this morning RE: reports, and writing of. One of the reports we have been asked to create is a count of how many requests have been logged via self services vs analyst each month. As this isn't really report worthy, is there a way of exporting a widget and being able to have an ongoing counter each week/month of the activity levels from each source? Lauren

Hi everyone! Please bare with me here, as this might not be the most understandable explanation In our Site Access Pro Cap, we do not have a location node. This is because people can request access via our security system to multiple sites at once, thus rendering the site column in our instance redundant for this type of request. We use the site column to denote where the request is across both our counties to ensure the right team get assigned the job to deal with. Over the last few days, we have noticed a few of the Multiple Site Access jobs in the list above have sites assigned to them, but others don't. To confirm, we don't want Multiple Access jobs to have a site assigned. Having spoken to @Victor in recent days, he has suggested this is an intended functionality. As you can see, the Pool Car Bookings never have a site assigned to them, and we don't have a location node on that Pro Cap either. Is there a way we can turn this auto fill of site off on particular business processes, because it is confusing our staff when it gets logged to the south of the county but the person's request is showing the north of the county as location (for example)? None of the build team remember seeing this annoyance before Tuesday of this week and so we are just a bit baffled as to where it has come from. Even looking back on older tickets, we do not see the customer site appear on a Pro Cap job that doesn't have a location module.

I have Super User rights, and admin rights, for the whole system. The issue is that we sometimes have to reassign a job owned by a team. The staff can reassign a job to them as necessary, but it doesn't change the assignment of the task and so the supervisors are having to go into the system and do this part for them because the new owner cannot change it themselves. This can cause issues as the supervisor is not always available, and so I was looking for a workaround for this.

or @Bob Dickinson!

Yes it is now switched on, and I have logged out and back in, so surely it should be showing by now :/ Lauren

If you could look to see if we could change the background colour, that would be useful. The way our business works, we have a high turnover of requests resolved within 1-2 working days and so the list never really gets past 1 page. This is just something that could catch multiple people's eye, regardless of how they choose to filter their request list :)

Sorry, just tried to do it, and the only role appearing is 'Advanced Reporting Admin'?

@James Ainsworth - we are using the human version of an authorisation task, as we do not have enough users in the system for the automated version. We have it set as that at the moment, whereby the team leader of the team can change the owner of the task, but this is becoming a little time consuming considering a number of our team cannot complete the type of work which has the authorisations (round robin is in use for the majority). Thank you, I think we will change the settings above and ensure each user puts their name if they are not the assigned task completer. Lauren

Good afternoon Is there a way of updating a task assigned to a job at the same time as reassigning the job? For example - if someone was to log an access request to our team, there is an authorisation task included within this job. Some team members are not trained to do this, and so reassign the job to another member of the team. However, the task does not reassign with it, and the new owner finds themselves locked out of the task until an admin user can unlock and reassign it. Thank you

+1 We have resorted to using key words within the FAQs and redirecting to the customer to our intranet pages for a full list of FAQs where we can order/filter/categorise as necessary. This enables the customer to find the FAQs relating to their key word and for us to keep the FAQ list on SM as short as possible to stop endless scrolling. A way to alphabetise/link FAQs to certain categories or catalogue items would be ace!