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ALIPO

Hornbill Users
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Everything posted by ALIPO

  1. @David Hallthank you. I forgot it was mixed in with cost centre, department, division etc. I thought that company had it's own management list. All sorted now - many thanks.
  2. All Please save my sanity and remind me where to add additional company names in Service Manager. Thanks, Andrew
  3. Yes Victor, this is for Gareth.
  4. I have but I think it's related to me not making the new team available as a supporting team against a Service in the Service Portfolio. Now all good thanks Mary. Andrew
  5. That is the view criteria that I created for me but when trying to create it for my colleague, Gareth, nothing happened, it did not save. Andrew
  6. I am looking to upload a .csv template to update Assets. Situation is that we have dozens of Assets that need to be marked as being disposed and I believe that the Manage Assets Bulk Upload function can do this, and as long as we verify on Serial Number no duplicates will be created. Initially I thought the function was for 'NEW' only but then remembered the VERIFICATION option I tried uploading my a test .csv but that failed The reason made no sense to me other than a database error occurred. Andrew
  7. I have created a new Service Desk team called 'Asset & Software Management' but it is not appearing in assignment dropdowns It should appear between 'Argo' & 'Business Patents'
  8. Can the bulk upload .csv be used to 'Update' existing records without creating duplicates or only used to 'Upload' new records?
  9. I have been working with our FM department to see whether Service Manager will work for them and demonstrating how to set up a view to filter FM assets from IT but the view for Gareth does not 'save'. The VIEW is configured like this: But I suspect security settings or permissions are preventing him being able to 'save' the VIEW
  10. Hi A new Service Managed user is unable to save a View from Manage Assets His roles/permissions are: He is able to edit Asset Types and their attributes but just cannot save a View. No errors returned. Any help gratefully received. Regards, Andrew
  11. I have forgotten where sites are managed in Service Manager. Please help. Regards, Andrew
  12. Hi We are looking to capture FM assets in Service Manager along with IT Assets and in order to do this I need to be able to create a new Asset Class of FM so that I can create FM specific Asset Types. Our instance is configured with General (Asset Class) and Furniture (Asset Type) underneath but I cannot see how to create a new Asset Type of FM to enable me to create FM Asset Types, eg Desk 1600, Manual Desk 1600, Electric Desk 1600, Conference Table 1600, Standard Chair, Ergo Chair etc (you get the drift). I could add all of these desk types under General (as opposed to just furniture) but thought it better to have a top class of FM (could be easier for reporting etc). @Hornbill Support Teamplease advise if this is possible and how to go about configuring Service Manager to achieve this result. @anyone else - has anyone used Service Manager in this way and do you have any tips please? Regards, Andrew
  13. @Martyn Houghton thank you, he was not enabled for assignments. Now all good, just need to work out how to close it now.
  14. I have an issue whereby a team member (Luca) is not visible when trying to assign tickets to them within their team. I have removed them from the team and re-added them as well as removing and re-adding Service Manager roles but no joy. Any ideas please? he has a Service Manager role he is a member of the team team is set to view and action tasks Any assistance would be greatly appreciated. Thanks, Andrew
  15. One of the features that is missing is a Shopping Basket for the Portal whereby customers can request items such as Hardware or Software. Would anyone else find this feature useful and @Hornbill Support Team is this on your roadmap? The question has been asked previously but @Hornbill Support Team (Steve Boardman) said it wasn't possible back in 2019 but time has passed since then. Thanks, Andrew
  16. ALIPO

    On-Hold

    I would like to configure the On-Hold feature so that you can only select a predetermined reason for putting a call on hold eg Waiting on Customer, Waiting on 3rd Party, Waiting on License, Waiting on Delivery Also is it possible for the call to automatically come off hold when the timer expires or if the customer updates the call? Thanks, Andrew
  17. Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx
  18. Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx
  19. Our working days are Mon - Fri 08:00 - 17:00 = 9 hours, so using a 3 day SLA (72 hours) = 8 actual days, so the calculation is correct. I have since amended SLAs in accordance with 1 day = 9 hours rather than 24 hours Thanks @Martyn Houghton for pointing me in the right direction
  20. I have an issue with the calculation of a P4 call. A P4 call was raised today has its resolution date calculated as 11/03/19 which is longer than the 3 day resolution it should have been given The priority was changed to P3 on the same call and the resolution was correctly calculated to 08/02/19 as per the ServiceDesk hours set in config Any ideas?
  21. Does anyone know if it is possible to configure Service Manager to suggest previously resolved or closed tickets calls (by weighting hopefully) that would assist support analysts with the resolution of their open tickets?
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