Adrian Simpkins

Hi Steven, thank you for the explanation, I was unaware that being a member of the team that supports a service gets this cutdown access view - this is perfect as I just want them to manage the status I have also considered an auto task as a more permanent solution going forward Many thanks as always !

Perfect, thanks Victor

ha no worries, thank you for confirming, i suspected it did but just wanted confirmation - thanks Victor !

Hi All We recently updated out SLA to an automated SLA where it send notifications and writes to a breach board at certain trigger points. After we started using it we did a review and agreed to lessen the number of notifications / emails being sent on a request as it was overwhelming certain teams, and its usefulness was in question. We previously sent out an email to the owning team every 24 hours for 5 days after the resolution SLA is breached, and we felt this was too many notifications. So we amended this so that we only send this email now 24 hours and 120 hours after the Resolution breach. What I wanted to clarify is does the system retain the previous version of the SLA so that any requests raised up until we amended the SLA would still trigger every 24 hours as I note that a lot of the requests that were already in the breach board are still following the previous SLA configuration where it sends the email on 24 hours, and writes to the board, then it is moving it to the next lane still (I can not see the emails going out to the team but can see the requests still moving through the lanes which was under the previous SLA config) Many thanks

Hi, can anyone confirm when this new feature may appear in the system please - i have a number of Analysts crying out for this change thanks !

Hi All, We want to start getting our teams to start marking Services when impacted (up until now it is something I or Steve have been maintaining). I note we can only have one nominated Owner of a Service, so I wanted to ask if this could be marked against a whole team at some point, as we want all of a team to have this access to mark a service if the nominated Owner is not available. So I wanted to check if we grant the team Members the 'Service Manager' role would this then allow the whole team to manage the availability of a service please? Many thanks

+1 from us too please

Hi All, Just to update this morning i had no problems with the SSO on Chrome - last couple of weeks i have had to close the browser completely and relaunch but today i was able to reconnect with the open browser session - thanks

Hi All - my comments as below: * When the issue occurs, is the only way to make it work for you is by you clearing the cookies? I have not cleared cookies as such, I just close the browser, relaunch then it lets me logon (I leave my browser open when i finish for the day so when i start again next time I normally just click the SSO logon page on one of the open pages, and it then activates all the other windows open). I will check this in the morning by clearing cookies and update this post.* When the problem occurs, you press the login button, and it redirects you back to the login page. If you press the login button again, does it just keep on re-directing back to the login page? Yes just keeps moving back to the SSO logon page after clicking SSO logon button.* How many of your users are affected by this? is it all of your users? I do not have definitive figures but there are at least 5 affected users in my area (other users are all working off site so unsure if they are having this issue).* Are you using the Service Portal? And are you seeing any issues there? No, normally I logon to the Request List initially, I will try the Service Portal 1st tomorrow morning.* When you clear the cookies, and login successfully, do you see the problem again the next day? Need to clear cookies as have been able to just kill the browser session and relaunch to get past the SSO logon issue.* If the answer to the above is yes, when you have logged in successfully, if you logout do you see the problem again? or does it work? TBC* Same as above, but when you log in successfully after clearing the cookies, if you close the browser and then open it again, do you see the same issue? or are you able to log in? TBC* How re-creatable is this issue, and if you can create this at will, are you willing to jump on a Zoom call and share you screen with one of our devs so we can investigate further with you? Only seems to occur after logging on in the morning, once logged on for the day I am not having any problems. Many thanks

Hi Both, sorry never saw these responses - thank you !

hi Steven, I have now sat with my Manager to view this issue, and it was a nice simple fix, we had his logon setup under one AD, and he was accessing Hornbill under another AD hence permissions error message swapped his access across and retested it, and it is now working aok Many thanks as always

Hi Steven, Thank you, interestingly enough one of the affected Users is on site today, so I will sit with him to view what happens, then if it is not something simple I will raise as a ticket Many thanks as always!

Hi Both, The User(s) have both Service Request and Incident roles assigned, and the hyperlink in the VIP alert email for Service Manager is https://live.hornbill.com/mse/servicemanager/request/view/IN00XXXXXX. There are 3 in the team, and the only one who the links seem to work correctly for is Steve (My Manager) who has a lot more roles (similar to mine) as he covers things if i am not around. The 2 that cannot view the requests are getting a 'Sorry, you do not have permission to view this page' message against the URL https://live.hornbill.com/mse/401 after clicking on the link in the email. Unfortunately due to Covid remote working they are not on site with me so it is hard to diagnose direct, so they are both accessing this on a laptop via VPN offsite. Our VIP requests sit amongst all other SLA level requests with a Notice applied to the request along with the VIP SLA, and they are added to a board rather than having a specific VIP request team / queue along with this email which we are using to highlight VIP requests to the Management. The management team then liase with the assigned team / owner to ensure it is resolved in a timely fashion. We also highlight any Priority 1 or 2 requests to this team via the same method so having a specific VIP queue wouldnt work in this situation. The team these 3 belong to has been added as Supporting against all the Services a VIP request can be raised against. So rather than adding them as a member to each team we just want them to be a member of their own team but be able to view the request against the Service(s) their team supports. I want to avoid having to add them as a member to every team to be able to view the requests, because if they become a member they will receive the team notifications which means they would get swamped with emails. Thanks

Hi All, We have our system configured so that if a request is raised by a VIP member of staff this is highlighted to 3 members of our management team to ensure the request is worked within SLA's. However, 2 of the managers are getting the message 'You do not have permissions to view this request' when clicking on the link to the request in the email, whereas the 3rd it is opening with no issues (this is my Manager Steve, and he has Super User role along with some other extra roles on his profile). All 3 are members of a team added as Supporting against the Service so I would expect them to be able to view the request. I have also added their team as subscribing on one of the highlighted Services, but they are both still getting the permissions error. Any ideas as to why? Is being a member of a supporting team against the Service enough to allow them to view the request? Many thanks!

Hi Both, Sorry to jump on this one, but strangely enough this is something we just happened to be discussing here, and we would want to turn on, but I would also agree with Frank in that if an Analyst assigns to themselves it would normally indicate they are going to deal. However, I can also see the benefit of making the Analyst confirm it is assigned to them to action as James has confirmed, just so other Users can see what is happening on a request clearly. I have previously asked for Snippets to be included on the Update node, is there anyway we could have a Snippet to use here against Assignment, as if we had a Snippet selection for the User to insert it would more than likely lower any noise around the frustration of having to update a reason when they assign it to themselves. Or maybe a setting to turn off this feature for assigning to myself? Many thanks Adrian

Hi Paul, I have tried it on my instance, and i get similar requests numbers back which are only Resolved in the last 5 days, as after 5 days our requests move to Closed Status (I presume you may also have the 5 day auto closure set in your BPM's) so in effect I think the report is looking for anything that is still in a Resolved Status for the last 30 days, and as most of our requests move to Closed after 5 working days it is only showing the most recently Resolved. So might be worth looking at the Closed request data for the last 30 days, along with the Resolved FYI - Tried this request list view on our instance, and with just Resolved I am seeing 21 requests, but with Closed and Resolved I am seeing 543 requests, Hope this helps Thanks Adrian

Hi Mary, thank you that is exactly what i was after! Many thanks

Hi Deen, Thank you I did suspect it was in seconds. I presume there is no way to output this in anything other than seconds? Did you also try the 0/1 output on the within Response Time / within Resolve Time columns? Just wanted to confirm that a 0 means failed, and a 1 means success? Many thanks !

Hi Nasim, we would want this to be visible as well so I will add my +1 here - thanks

Hi All, We have today created a new request list view to output some data for a report where we want to show the Response / Resolve SLA set when the call raised, and then show the date Resolved / date Closed data. This is fine, however there are some columns I am struggling to understand the values shown on the report: Resolve Time / Response Time - this appears to be showing just as a Numeric value. As an example we have a request Raised on the 19th October with a respond by date of the 5th November, with a resolution date of the 16th November. The request was responded to on the 1st November, and resolved on the 12th November. The Resolve / Response Time columns show a value of 61207 for the Response Time, and 273936 for the Resolve Time. Within Response / Resolve Timer - this column shows a 0 and 1 as values. Using the same request this shows the Within Response Time and Within Resolve timer as 1 - I presume a 0 indicates failed to respond/resolve within time, and a 1 indicates we did respond within the defined times? I have included a screen shot of one of the data records below: Many thanks

Just saw this thread, and realised it was probably why i had a number of failed requests this afternoon all missing the connection data to work I can confirm no further failed scripts and we are seeing portal raised requests with no issues

Hi Steve - this is searching in Home / System / Organisational Data / Users - trying another account now with a surname of Kuriakose - when I search with Kur I get values returned, however when adding just one more letter I get the response 'No users found' Many thanks

Hi Deen Thanks for confirming, I did not think there was anything to number the updates, I will go back to the Analyst and confirm this Many thanks as always

Hi All, One of my Analysts has enquired about having a numbering system on the updates on a request like there used to be in SupportWorks to allow him to point customers to a specific update on requests with multiple updates. I did advise that each update has its own date / time stamp to differentiate updates, and suggested using this, but wanted to see if there were any options around the update numbering at all please? If there is not this is fine, I will just advise him to use the existing date / time stamp but wanted to check if there were any options available Many thanks Adrian

Hi All, So i have noticed that searching the User database it appears to be behaving slightly erratically in the returned values. For example I am searching for a customer with the surname 'Norris' - if i search with just Nor it returns all matched values, however as soon as i add the 4th letter r no values are returned at all, then when i tried it again it worked correctly and returned values when i entered Norr - it also doesn't always find the username correctly so i have to clear the search results and start again. Other times it finds the name first time, other times I have to enter a portion of the name then manually eyeball the returned values. Not a massive issue, just a bit frustrating when working a list of names I need to check in Hornbill! This appears to be happening in Edge and Chrome and as I mentioned its random as to how it responds. Is anyone else seeing the same behavior at all? Many thanks