[Update node in Service Manager - what happens to images inserted here?]

Hi Steve

It is the update action button in Service Manager as shown below,

Many thanks

 

[Update node in Service Manager - what happens to images inserted here?]

Hi All,

I have come across 2 requests today where Users have posted images into the Update node, and this in turn of course generates an update email to the customer. However, as an image was inserted and no text inserted the injector is empty as below. What i wanted to clarify is what happens to images posted in the update node please? I am presuming of course that this image would not be injected into the update email hence the error, so wanted to understand what happens to images inserted into the Update node please

Many thanks

 

[Time recording from an action node button]

Thanks Alex,

As I mentioned earlier the location seems fine to me - he is referring to the location where the window appears shown below - I could not recall its exact location when it came up before, but I see no issue with how it presents now so I will go back to him and confirm no option to move it available

Many thanks as always 

[Time recording from an action node button]

Hi All

One of my Users has mentioned that the time recording button from an action button in a request has moved, and he preferred it in its original location. Can I check has this moved at all please, and are there any options to control where it appears? Personally I think the location is fine, but I wanted to check if it has moved, and if we do have any control on its location.

Many thanks as always

[Handling ticket queues when people go on holiday; what practices and widgets]

Hi Berto,

We do the same as Jim and have auto escalation built into our SLA which should pick up these requests where assigned to someone on holiday. Other than that I often remind the teams to ensure they consider any requests for staff on holiday and to keep an eye on the relevant queue as required.

We also output weekly reports to team leaders highlighting current workloads, along with the response / resolution time it should meet.

Many thanks

[Bpm authorisation operation to show as pending]

Thanks James, I will take another look when i get a moment many thanks as always

[Success portal not sending reset password email]

Please ignore the above - the reset email has now come through thanks as always

 

[Success portal not sending reset password email]

Hi all,

I am trying to reset my Success portal logon but the 'Forgot Password' doesn't seem to be generating an email out to me for the reset? I have tried it 4 times but nothing has come through - is there an issue?

Many thanks

[Bpm authorisation operation to show as pending]

Thanks for the clarification James - we currently only use authorisation from the email function so that would be why I am not seeing Pending in the panel. Because I only set up authorisation's this way my brain had forgotten this authorisation option on a request ! 

I am currently working on updating our Change process so i will suggest we implement this authorisation feature as part of our new CAB process, so will let you know then if i do see any issues

Many thanks as always

[Unexpected email desktop notifications]

Oh gawd, that's never going to go well then, as getting decent Edge support is like finding rocking horse poo  I will just see if I can live with it I guess

Many thanks as always

 

[Unexpected email desktop notifications]

Hi Steve - came in this morning and the notifications were occurring again in Edge, so I moved over to IE and the notifications seemed to stop, then went back into Edge and getting some further notifications again against the emails in the shared mailbox.

[Unexpected email desktop notifications]

If / when it starts up again I will change over to IE to see if the issue occurs there as well - thank you the comments

[Unexpected email desktop notifications]

Hi Steve

Due to internal issues we are not allowed Chrome or Firefox in our network, so I only have IE and Edge available - of course IE is now defunct, so unable to check in any other browser I am afraid. (I could potentially get Chrome but it would involve some drawn out paperwork to justify its use!)

However, it appears the issue has stopped again. Its a really random issue as you can see from the above timeline that just appears every now and then - the worst one was where I had a 2 day period where it sent me a notification for everything in the inbox !

If it happens again I will post back here again

Many thanks

 

[Unexpected email desktop notifications]

Hi All

Just an update - noted these unexpected notifications have resumed again today so starting to get a notification on all emails from the inbox?

Many thanks

 

[Bpm authorisation operation to show as pending]

Hi James

I have cleared the browser down, relaunched and still not seeing the Pending value on live authorisation requests. These live ones have Tentative enabled rather than just authorise / reject so not sure if that is a factor at all.

 

Many thanks

 

[Bpm authorisation operation to show as pending]

Thanks James I will take a look at some live authorisation requests today to see if the Pending is showing and will confirm back here of course

Many thanks

 

[Bpm authorisation operation to show as pending]

Hi All

I noted this as part of the SM update rolled out today - is there anymore information around this please? Is this just adding a pending value to authorisation's we have pushed out for in the system? Currently i think if it is pending authorisation nothing shows in the information panel, so I wanted to understand how this pending value works please

Many thanks as always

[Archived account still able to logon and raise a request?]

Hi Victor, ah that makes sense - thank you for the update. I will await further confirmation around the issue

 

Many thanks as always

[Archived account still able to logon and raise a request?]

Thanks Victor - I archived the account on the 7th February, and it shows they logged on this morning at 9am, so I will raise a support ticket now. There is one other account with a similar name ITU4 but again that one is archived.

Many thanks as always

 

[Archived account still able to logon and raise a request?]

Hi All

I have some kiosk generic accounts which were incorrectly loaded to Hornbill. These have been marked as archived in the system - however, one of the accounts I archived last week was able to still logon to the portal this morning and raise a request. I have double checked their account and it is showing as archived still, so I wanted to check why this would happen please? The Wiki confirms archived accounts would not be able to logon and interact with the archived account?

Many thanks

[Feature Request - The ability to customise the order of the “Columns” exported from Request List]

Sorry just realised above was incorrect on sorting the request columns when exporting - the above is just to order how you see it in the request list view in Service Manager (I always forget there is a different option for exporting the request list as below). 

So yes if you want to have to avoid ordering the data manually in excel I would advise to build the report in the backend reporting function.

Image you see when exporting to excel - no option to order here:

[Feature Request - The ability to customise the order of the “Columns” exported from Request List]

Just to follow up on Nicks comments we also build back end reports where we have specific data requirements / column order / column name etc. This avoids having to output data just from a request list, then having to manually order it in Excel. I find the request list data is useful for situations where you need to check data there and then, but more often than not, I will then build the report in the back end to allow for customisation of the columns names and ordering. (1st image)

However if you still want to output from the request list you can order the columns in the configuration before output to Excel (2nd image) by just dragging the columns into the correct order. This may aid in lessening the data manipulation in Excel for you.

1st image:

2nd image:

[UI for Organization detail]

+1 to being able to view their service subscriptions here - its a pain having to drill into a contact to check this  thanks

[Analysts failing to send manual emails on reopened closed requests - how do you handle these?]

Thanks James - that was what I was thinking along the lines of doing, but wanted to explore how others may have handled it. But the above looks perfect so i will have a little play in a test process 

Many thanks as always !

[Analysts failing to send manual emails on reopened closed requests - how do you handle these?]

Hi All,

Despite numerous reminders out to team leaders / managers to remind staff that once a request is closed there is no automation, I am still struggling to get the concept over that if a closed request has to be reopened they must send any communications manually as the automation ends at closure.

Of course the correct procedure would be to avoid reopening a closed request in the first place, and to raise a new request but this is not always possible, so I am trying to think of a method to highlight how to handle these closed but reopened requests to the owning teams.

So I wanted to check does the Update node in a closed but reopened request still function and send an update email to the customer? Currently I am seeing staff just update the resolution tab more often than not, and of course this does not spawn an email on the closed request so wanted to check if they use the Update node instead would this spawn an update email still?

And out of interest how do other customers of Hornbill handle their closed requests which are subsequently reopened? Do you see similar issues as to mine?

Many thanks as always