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Jack_Podmore

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About Jack_Podmore

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  1. Hi guys, I have noticed that when running a "Weekly" measure the day of the week seems to start on a Sunday. Is there any way to change this? We have changed the value within and system.regionalSettings.weekStartDay resampled the measures but this has made no difference. Thanks, Jack
  2. Hi guys, We run a weekly report to give us a list of all new joiners within the business and share this with other members of staff via the service portal. Each week the document within document manager is overwritten with a new one - is there a way to keep all versions within the document manager? We have had an issue whereby members of staff are off longer than a week and we are having to manually find the relevant report(s) and forward them back on. Thanks, Jack
  3. Hi @James Ainsworth, We are still struggling with notifications using the "follow" button and has been brought up again by the team here. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. Thanks, Jack
  4. Hi @James Ainsworth, I don't believe all of the notifications are working properly. As a ticket "follower" it appears we are only getting notified when the customer updates via the service portal only. If there is an update via email there are no notifications. Should we get notifications for ANY timeline entry on a ticket? If this is the case both a normal "update" and "phone" update aren't working either - it would be really beneficial as a "follower" if you are notified of any update, whether this be from the customer or from another user (my team members for example). This would allow for us to properly keep an eye on ticket updates without having to keep going into the ticket to check or rely on the "last updated" column within the request list. An example ticket I have tested with is: SR00005370 in our instance (phservicedesk), we are on build 1489. Thanks, Jack
  5. @David Longley I may be wrong but is this what you are after? Home > Hornbill Service Manager > Application Settings guest.app.requests.notification.notificationType.assignment
  6. Hi guys, Is there the ability or the ability planned to be able to schedule a report to run and then have this automatically sent via email (Hornbill Service Manager > Reports)? Thanks
  7. Hi guys, Our teams need to be able to complete activities assigned to them in a timely fashion - being remote workers they ideally need to do this via the mobile app. We do not see the option to complete them - is this possible? Thanks
  8. Hi guys, As a Supervisor I do not necessarily have tickets assigned to me but I do like to keep an eye on certain tickets for updates (for example VIP's/sensitive users). It would be great if there was the ability to get proper notifications when tickets have been updated by any method i.e. SLA change, customer, analyst, email etc. I have tried using the "follow" button but this doesn't notify me when a ticket has been updated by email by the customer for example which makes it difficult to track the ticket without manually checking it for updates. Am I missing something - is there functionality already built in for this? Thanks, Jack
  9. Hi guys, We have quite a few engineers who would benefit if the mobile app had some better functionality such as: 1. Being able to create a request/incident directly from the app 2. Have the ability to view tasks in one place like on the sidebar when accessing Hornbill within a browser, currently the only way is to scroll to the bottom of the timeline 3. Have the ability to add attachments to requests - currently you can only attach pictures 4. Have the ability to change the status to a custom status 5. Have the ability to have a setting so if an update is done through the mobile app by default it’s visibility is private (team only for example) Thanks, Jack
  10. Hi @James Ainsworth Thank you for getting back to me. We are indeed using the Timesheet Manager app and are logging time against each ticket for updates, calls etc. We were just after being able to generate a report to look at the time spent on tickets for a particular user (not one of the service desk team), rather the users who are logging the incidents/requests. I have done some digging around and cannot find any filtering within the app - appreciate its in Beta but maybe something to consider in further updates. Thanks again, Jack
  11. Hi guys, We would like to be able to report/display the amount of time we are spending working on tickets for particular users. Is there a way to do this? For example User A has raised X amount of tickets in a particular time period - we have spent a total of Y hours Z minutes dealing with these tickets. Thanks in advanced! Jack
  12. Hi guys, I am not sure if this is already a feature but after doing some digging around I cannot find anything available. It would be great if we could associate a "main contact" (internal staff member) to a site and then be able to use this as a variable for example to use within emails if correspondence needs to go out quickly via some sort of automation. It would also act as a nice "who to speak to" for any staff members using Hornbill and have access to sites. Thanks, Jack
  13. @Chaz Please ignore my previous post - I have now got this working, I think holiday mode was switched on!! I hope you have a good Christmas Jack
  14. Hi @Chaz, Thank you for your input on this! We have done some more testing and have changed this to manual, the problem is when using the "Email Contact" task you have to set a manual contact - this won't work for us as there are different contacts who will hit this BPM. We have changed this to "Email External Address" and "Customer Details" and have tried to find a relevant variable for "Contact Email" - "Customer Primary Email"/"Primary Email Address" doesn't seem to work. Any idea's? Thanks
  15. Hi guys, We have released an external portal today to external contacts in order for them to log tickets on our instance. The BPM seems to be failing when trying to send an email to the contact when the variable is set to "auto", if we set this to a contact manually as a test this works. All contacts have the "email" field completed. The logs are attached. Is anyone able to offer any guidance please? A example from our instance (phservicedesk) is: SR00001629
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