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Jack_Podmore last won the day on July 18

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About Jack_Podmore

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  1. @Martyn Houghton thank you for keeping me in the loop with this, its very much appreciated! Cheers, Jack
  2. Hi @Martyn Houghton Ah wonderful, at least its not just us! Thanks for the heads up when its being updated via the workflow, we haven't come across that yet ourselves. Again, thank you for taking the time to look at our steps to replicate - much appreciated! Do you have an open support ticket or is this been looked into via the forum? If via the forum I will follow the thread you have raised Cheers, Jack
  3. Hi guys, We are having an issue whereby when adding time to a ticket, this isn't always added meaning entries are missed. We have raised this before (back in 2018) but this still appears to be an issue that our team face on a daily basis. Time is one of our KPI's and its hard to challenge anyone on this when the system doesn't always log time unless you are specifically checking each entry, every time which isn't very efficient. We have checked the categories and these are set correctly. However we do seem to be able to replicate the issue on our instance - it appears to be not add
  4. @Keith Stevenson Hi Keith, Sorry to hijack someone else's post but we too are having this issue with users with ADFS rather than Azure AD - could this problem be applicable to us to? If so, is it possible to patch our instance? We have checked the other post and again, no issues with unicode characters being used in account names. Thanks, Jack
  5. Hi @Keith Stevenson, This has been happening on multiple machines both at our head office and remote workers. It appears as though things are pretty much back to normal now in terms of speed and the errors have gone away. We will keep an eye on it. Many thanks, Jack
  6. The health check is now failing for our instance
  7. Hi guys, Is anyone else experiencing quite a bit of slowness on their instance today? We are also seeing multiple errors (below) when trying to browse through tickets, add updates etc. (phservicedesk) We have run a status check but this is coming back clear. Thanks, Jack
  8. @Gerry @Ehsan thank you for getting back to me on this. Like I said, I favour the continuous delivery method but this along with a couple of other changes recently in addition to this have caused us issue in house although you are clearly well aware and are trying to avoid any impact to us as customers which I appreciate. @Ehsan as per @sprasad's comments there are statuses that were able to be used before to stop allocation of tickets which do not stop this assignment since the update so we would appreciate any patch/amendment to our instance too unless we have the flexibility to change
  9. Hi @Ehsan In response to below before the update "Do Not Disturb" would not assign tickets to any of our users - our instance has "Include Offline Users" set to off, following the update it does - surely we should be told of this change? I am not sure about anyone else but I cannot find any information in regards to this change for example on the wiki and it doesn't seem we are able to configure this. We are a smallish sized team but I expect teams of a bigger size would find this change very frustrating. Do you have any advice on where the best places are to look out for chan
  10. Thanks @Gerry - is there a new permission associated to allow me to access this? I have logged out/back into our instance but don't have "User Availability States" as an option. Regards, Jack
  11. @Ehsan I am set to "Do Not Disturb" thinking this was an old status that stopped tickets auto assigning to me prior to the update however I am not getting them assigned to me along with anyone who is set to "Out Of Office"
  12. @Ehsan Sorry to hijack but do you have a list of which statuses should stop assigning tickets to users? I have someone set as "Out of office" (done manually this morning through the "Users" section) yet they have still had tickets assign to them via round robin. Thanks, Jack
  13. Hi @Mohamed Thank you for looking into this and for putting something in place that makes it easier for our end users to attach screenshots of issues! I'm sure lots of others would see the benefit of this functionality added so it can be done within the "description" field. Regards, Jack
  14. Hi guys, In the migration steps on the wiki and video it mentions the use of service domains and domain specific pages. Is this a requirement or can we just progress with a home page? Thanks, Jack
  15. Hi guys, I think this has been brought up before in regards to the service portal but noticed its still the case on the employee portal. One bugbear for our users is that they do not have the ability to paste a screenshot/image from snipping tool directly into the description field when creating a ticket. At the moment they have to paste into something like Word first, save and then upload that document. Are there any plans to allow end users to do this going forward? Thanks, Jack
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