Alisha
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Posts
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Enhancement Requests
Posts posted by Alisha
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Thank you @Steve Giller and @James Ainsworth.
I was trying to find the name of the analyst within the source email so I could then store the name in a custom field and then assign the request to the analyst. I was hoping the search would be an easy way to extract the analyst's name from the email, but I don't fully understand how all the String Utilities work. Your help with this would be much appreciated.
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Hello,
I'm trying to use the String Utilities Search and when I paste the Result in the Timeline, all I'm getting back is '257'.
If I paste in the Outcome it says 'success' and if I paste in Match Found, it says 'true' in the Timeline.
Please could someone tell me where I'm going wrong?
Many thanks,
Alisha
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All resolved, thanks Steve.
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Yes, we've had lots of undeliverable messages too.
This is the mail system at host live.hornbill.com.
I'm sorry to have to inform you that your message could not
be delivered to one or more recipients. It's attached below.
For further assistance, please send mail to postmaster.
If you do so, please include this problem report. You can
delete your own text from the attached returned message.
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Hi @Steve Giller,
We often have tasks assigned to a team so that anyone in the team can complete the task. However, the request is sometimes reassigned to a different team and we would need our Service Desk analysts to reassign this task. Is this something that could be considered as an enhancement please?
Many thanks,
Alisha-
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Hi @James Ainsworth,
Does the 'Advanced Request Task Completer' role only apply if the task has been assigned to a User? So if someone has the Service Desk Admin role and wants to reassign a task that is currently with a team they are not a member of, will this not work?
We do have a need for analysts to reassign tasks to different teams/users, which I thought the Service Desk Admin role would allow them to do.
Many thanks,
Alisha -
Hi @James Ainsworth,
Unfortunately the Assets form is not suitable for us in this scenario.
Please could we request an enhancement to filter the Assets on Asset Status in the custom form?
Many thanks,
Alisha -
Good afternoon,
We are using a Data Query in a capture so the customer can pick from a list of Software assets. How do I filter it so it doesn't show the Archived assets please?
Many thanks,
Alisha
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Thank you both for your quick response. I understand that the request is technically not created by the analyst if the details are emailed, but is there any way to show that the request details were captured by a particular analyst (and also resolved by the same analyst, if in the email there is a 'Yes' against first time fix)? We would like to use this method of logging requests when our Hornbill instance is down, so that it automatically creates the requests when the service is restored.
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Good afternoon,
Is it possible to amend the 'Created by' in the Business Process?
For example, if the analyst emails the request details into Service Manager and the request is automatically logged, we would like the request to show that it was created by the analyst and not the 'System AutoResponder'.
Many thanks,
Alisha -
Good afternoon,
We have a number of email rules set up to log requests automatically when an email arrives in the Service Manager mailbox.
I was wondering what happens if Service Manager is down - would the emails still auto-log the requests once Service Manager is restored?
Fortunately this scenario has never happened for us, but we'd like to know as we're looking at creating more rules to auto-log requests.
Many thanks,
Alisha -
As some of us are part of multiple Teams, could we please have some kind of rule so it's similar to this:
Team = IT Service Desk but NOT Team = Access ManagementSo if someone is a member of both teams, the Snippet would only show for those in the IT Service Desk?
Or the original idea of listing multiple individuals would work too.Many thanks,
Alisha -
+1 for us please.
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Hi @James Ainsworth,
These are the User's roles. Is there anything in here that would allow the member of staff to bypass the locks on an Incident?
Many thanks,
Alisha -
+1 for the read only role. @James Ainsworth Do you have an update on timescales please?
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Hello,
We would like to create a group so that we can send request updates to multiple people without having to type in everyone's email addresses each time. Please could this be added as an enhancement? We would not need to use the group outside of Hornbill, hence the request.
Many thanks,
Alisha -
Um, yes, I must have been!
Thank you!
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@Steve Giller Just realised that we would still like to see the Changes scheduled today, even if the Start Time has passed, as well as the Changes scheduled for tomorrow. Is that possible please?
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Thank you @Steve Giller! Using Between worked!
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Good morning and Happy New Year,
I'm trying to create a report to show upcoming Changes within a certain timeframe, e.g. today and the next 2 days. However, I'm not sure what criteria to use. I have tried the below but this doesn't seem to work. Any assistance would be much appreciated.
Many thanks,
Alisha -
Hi @James Ainsworth,
Ideally, when a new Critical Incident is logged, it would trigger the report to run, which is then sent to an email address. However, if the analysts can manually run the report, that would also be helpful.
Many thanks,
Alisha -
@Steve Giller Thanks for letting me know about that button, I was going into the process to have a look and didn't see that. That button will help me for what I need right now, but a visual representation would also be helpful for those who process information in a more visual way.
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Good morning,
I am trying to troubleshoot an issue with one of our Business Process and it would be good to be able to view the path a request takes in the process in real time, or alternatively, a line added to trace which path it takes. I know we can look at the 'Manage Executed Processes' but currently it's sitting at a 'Suspend' node and I can't see the exact path it took before it got there. Would it be possible to add a green line to show us the route taken in the Business Process please?
I can work out the path I think it would have taken but am not sure if it actually took this path or not.
Many thanks,
Alisha-
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Good morning,
Please could we have the option of creating a Custom Button (with Auto Task?) to trigger a report to run? We would like our analysts to be able to run the report as and when required, as we may not need the report to run on a particular schedule.
Many thanks,
Alisha-
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More customer details when logging request
in Service Manager
Posted
@James Ainsworth Although the information is there and just collapsed, it would be more helpful to see the Login ID or Handle next to the customer details (without having to expand the section) as we refer to this information when call taking. It would be inefficient to keep clicking on the customer details section to expand it whenever we need to refer to it during a call.
This was fine in PC1 but has been removed in PC2. As we had to switch on PC2 yesterday, this change is having a negative effect on the way we are taking calls now.