[Unable to search for request via the request search]

Hi @Keith Stevenson

I can confirm this is now working. 

Many thanks

Haroon

[Unable to search for request via the request search]

Hi

I hope everyone is well.

We are currently having issues where we are unable to search for tickets via the request search. This is not working for any of our staff. 

Thanks

Haroon

[Unable to open a .HTML form which is attached in an email from customer]

Hi 

We seem to be getting an error when trying to open a .HTML form which is attached in an email from customer. In Edge Chromium the error message is 'Hmmm... Can't reach this page' 

When we tried it in IE we got the error message 'HTTP 403 Forbidden' saying 'The website declined to show this webpage' 

Any ideas on this? 

Kind regards

Haroon

 

[Email notifying customer not working]

Hi 

I hope you are well. 

We seem to be having an issue with the email that goes out to customers to notify them of a ticket being logged when they email the IT Service Desk mailbox. We seem to be getting the error message below.

I have tried creating a new email template and using that which did not resolve the issue. When I go into the ticket itself and restart the last step it then successfully sends the email to notify the customer. 

Any ideas what the issue could be here or what could be causing this? 

Many thanks in advance 

Haroon

[Mandatory Fields]

Hi

Is it possible to have two fields that are mandatory but if either one of the two fields is filled in then the user doesn't have to fill the other one in and can continue? 

Thanks

Haroon

[Date format]

Hi

Is it possible to change the date format for the date control on a progressive capture from? It is currently set to yyyy-mm-dd but we'd like it to look like this: dd/mm/yyyy?

Thanks

Haroon

[Form Pormpt Formatting]

Hi Steve

Thanks for responding, this video was very helpful.

Kind regards

Haroon

[Form Pormpt Formatting]

Hi

Is it possible to Format the text in the Form Prompt?

Wanted to know if it was possible to add new lines and bullet points? 

Thanks in advance

Haroon

[Team email notifications]

Hi 

I hope you are well. 

Is it possible to set up email notifications just for one or two teams to receive an email when a ticket is assigned to the team. 
The only option I can see is to switch this on for all teams which we don't want as people started getting spammed with emails. 

Thanks in advance

Haroon

[Assets Import]

Hi
I hope you are well
We were looking to do an Asset Import of all our devices as we currently have no assets into Hornbill.
We wanted some advice on whether we should import all assets first through the template spreadsheet and then link with SCCM and then use SCCM to update all assets that require updating or should it be done the other way round, Should we first use SCCM to import all assets that are on SCCM and then use the spreadsheet to import anything which is left?
Any help is appreciated
Thanks
Haroon

[Adding pictures to snippets]

Hi 

I hope you are well. 

Is it possible to add images into snippets?

A lot of our teams are requesting this and the only way we can get this to work is through setting up templates but we don't want everyone to have access to this part of Hornbill. 

Thanks in advance

[Closed tickets from last week or 2]

Hi

I have been trying to get open/closed tickets from last week or 2 to show up when you search for a user when raising a new ticket. The active requests are always there but we wanted to see any closed tickets from the last week or 2. 

Is is possible to enable this? 

Kind regards

Haroon

[Report on Calls Resolved within 1 Day and 3 Days]

Hi @Steven Boardman

I will be implementing this next week as other work has come up outside of Hornbill which I need to complete. 

Many thanks for your response and for the detailed instructions with screenshots. Much appreciated!

Thanks

Haroon

[Report on Calls Resolved within 1 Day and 3 Days]

Is it possible to report on Calls resolved within 1 Day and 3 Days as this will soon be set out as out SLA's and we will need to be able to report on this criteria for all tickets. 

Any help is appreciated. 

Thanks

[Email - spellcheck not working]

Thanks for the responses and help. This has resolved the Issue. 
That would be really great if you could get the component in so we no longer need to use the Ctrl key. 

[Email - spellcheck not working]

Hi @James Ainsworth

Apologies for taking so long to respond. 

Please see the screenshot attached. 

We used to be able to correct the words with suggestions but this option no longer appears although you do get the red line telling you there has been a spelling mistake. 

Thanks,

Haroon

[Email - spellcheck not working]

It seems as though the email spell checker is no longer working. Even if you press Ctrl and then right click. 

It does give you the red line underneath but does not give suggestions which it used to do. 

A lot of our staff are having problems with this where they have to copy and paste into or from Microsoft Word to make sure when they're sending emails they're not making any mistakes. 

[Reports for Calls Resolved at First Contact]

Does anyone know how to run a report or use the filter option to run a query to see how many tickets were resolved at first contact? 

The only way we can work out to do this is to use the filter option and run it manually for each day by setting a filter for the start and end of each day and also setting it to see creation and resolution on the same day. 

This does work but it is a manual process for each day and is not 100% accurate because not all those tickets will be resolved at first contact even though they may have been resolved in the same day.