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Adrian Simpkins

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Posts posted by Adrian Simpkins

    Good use of Hornbill in Public Sector

    in General Non-Product Discussions

    Posted

    Hi Dan,

    I work at a large Hospital Trust in Essex. We have been using the system for 3 years and have a full self service internal portal and an external portal up and running, along with multiple teams and services available. Our portal is now expanding to more corporate areas so we have expanded from just being a Digital Service (IT) portal, and have recently added in a People and OD (HR) option, and will be expanding the landing page to include other corporate areas in the near future. More than happy to show you how we have things setup. I am off next week but happy to schedule in some time after my return on the 27th March if that suits.
     

    Many thanks

    Adrian

    • Like 3

    Seeing an auto list on assign to analyst ?

    in Service Manager

    Posted

    Hi All

    I have noticed when i go to assign a request the system is offering a predefined list of text values rather than me being able to go straight to the user list. I have only started seeing this this week - I have seen it on another action within the system as well but did not capture a screen shot - anyone else noticing this? 

    image.png.655d9f025e7a7aea7c4da6cfb28624d5.png

     

    Error message around removing someone from a board who does not have permissions

    in Board Manager

    Posted

    Hi David, thank you for looking at this.

    The analyst was just assigning a request to another team using the Assign action button in Service Manager after taking action in the request. The board itself is written to via our SLA when certain criteria is met i.e. about to breach Response / Resolution etc, so the analyst never navigates to the escalation board. Currently the escalation board is just available to Managers / Team Leaders.

    One thing I noted is when the analyst tried to assign it to another team, this doesn't show in the request immediately, so he tried it again and got the assign error as shown below - when I navigated to the request when he raised it, the error was gone, and the request was assigned to the other team, so the error just appears for him, and I am not seeing it. Also, the request he transferred was not assigned to him, but it was assigned to another member of his team he belongs to.

    I have one other full user seeing this error pop up on a few requests, but have had no reports of this from any of the other full users. Again his example is very similar with a BPM with no task / activities set - the BPM was at the stage where it is just Waiting For Resolution.

    There was an issue earlier in the year where some of the SLA auto escalation configuration for writing to the board was removed which I had to reset, but these requests have been raised after that issue was fixed (I reset the SLA configuration around writing to the board as no requests were writing to the board due to the missing board lane configuration) The forum post to that just in case: 

     

    FYI the bpm behind this request is a basic BPM and has no activities or tasks set in the process. Both requests highlighted were just sitting at Wait For Resolution in the BPM. The request is also in the escalation board correctly (2nd image below)

    Many thanks

    image.thumb.png.03fd6a7015ba36f56c9838ab4147fe8c.png

    image.png.09df48afd385c395e2416e2d0581f8a2.png

    Error message around removing someone from a board who does not have permissions

    in Board Manager

    Posted

    Hi All,

    Some of my full Users keep seeing an error message appear around uncaught attempt to remove user from card they are not member of. This appears when they are assigning a request across to another team - however the requests are not at the stage in the BPM where it would look to auto remove a request from the board, so I am trying to understand why it is stating this error, when the request is not yet at a point where it would be removed from the escalation board. As an example the request below was transferred from one team to another, but at the point of the analyst transferring the request to the other team the error comes up. The request has been auto added to our escalation board just through the set criteria in the SLA being met. Image below shows the error:

    Many thanks

    image.thumb.png.fd28ef4a19c572826df4e5db5e31b92e.png

    The request was added to the escalation board on the 6th, and the analyst made the transfer on the 9th as shown below.

    image.png.fab858bff3fac3d9e8e065971e3f307a.png

    There was a problem with our SLA around the time this request was raised where some of the auto escalation configuration was removed - this was reinstated to the correct configuration on the 9th / 10th January so this request was raised after that issue.

    Any ideas around how to resolve this please?

    Many thanks as always

     

    Point based classification on requests rather than time based classification

    in Service Manager

    Posted

    Hi All,

    We have recently had a new proposal suggested by one of our teams members around using a point based classification on requests outcomes, rather than time based classification. The idea behind this is to provide more meaningful performance data to management, as time based classification can be interpreted in a number of differing ways dependent on the analysts understanding of capturing time. 

    Our proposal is for the engineer to be set a target point score for each working day, and dependent on the tasks the engineer completes this will feed into their daily score. I wanted to see if anyone else has implemented anything similar in the system to move away from time recording as the measure to report on analyst stats within their organisation? I believe there is nothing in the system currently to do this as I have seen no options, so this is more a call out to see if anyone else may have implemented anything similar in their instances? 

    Below shows the idea to associate a score to common tasks and use this to output a daily score

    Many thanks as always

    image.thumb.png.0da6da9813e34df663d5e9e98195e44d.png

    How do I output all data lines when data exceeds 25k line limit?

    in Reporting

    Posted

    Hi All

    I am undertaking a review of our basic user data loaded to the system. Currently we have 44838 users loaded, so when I output the report data it is limited at 25000 lines so the customer data stops at jake.nice. How do i setup the report to output the 2 sets of data please? Need one with the 1st 25000 records, then a second one to output the other 19838 that go up to Z.

    Many thanks as always

    Image Library - updating existing images

    in System Administration

    Posted

    Hi Gerry,

    Just to follow up on this post what would work great here is we had the ability to edit the existing image but retain the existing image URL. As an example I would have to update all our email templates which would take around 4 hours as I did this recently when our values were updated. If we could have some further options in the Edit options on an image that just let us update the existing image that would assist in lowering the admin. 

    Many thanks as always

    image.png.8128104c4d722c06b614c20b5f5639a4.png

    Image Library - updating existing images

    in System Administration

    Posted

    Hi All

    Most of our emails have some set images embedded into our signature which changes on a regular basis (maybe once a year). I note it does not seem currently possible to update an existing image, so if I have a new signature image to update I would have to upload the new image, then go into every email template to change the image link.

    Is it possible to get this enhanced so that we can replace an existing image to avoid having to manually change the link in all the templates? Or is it currently possible to do this and I have overlooked it?

    Many thanks as always

    Emails in outbox due to issue with password set on mailbox

    in Service Manager

    Posted

    Hi All,

    On Monday this week we made some changes to our mailbox configuration whilst looking at how to potentially implement OAuth2. However it appears that the password was not set correctly, so we now have around 2000 emails in the outbox waiting to be sent.

    It looks like these are slowly being processed as the number has now gone down to 1900, but I wanted to confirm that these will process and be sent now that the password is correct? I can see normal activity resumed on the mailbox this morning after correcting the password, so it is sending / receiving / auto attaching as expected. 

    Many thanks as always

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