Adrian Simpkins

Hi Steve I had no condition set against the VIP priority so i think that was causing the issue, added it now and run a test and it has assigned the expected Priority level 1 now as defined in the BPM I realised this after posting and having a think last night, so my apologies

Hi James, I believe that Snippets are offered out to all full Users of the system, and from viewing the Role profile for Incident and Service Request I could not see anything within the Role relating to Snippets (I though perhaps you could make a custom role without the Snippets functionality). I can only presume the Snippet function is built into one of the Roles within a Role profile - perhaps someone else may have a solution Many thanks Adrian

Hi Steve (or anyone else), I now have a working SLA with auto escalations triggering when expected. However, I have just one issue i am struggling to resolve - when i raise a test request against the new SLA the BPM is set to Digital Services - Priority 1, but when the call raises it is assigning the new Priority level I have added for our VIP customers rather than the Priority 1 level specified in the BPM. I can manually circumvent this by changing the SLA direct in the Request, but I am struggling to see why it is setting the priority as the VIP level, rather than the Priority 1 level. 1st image shows the SLA priority setup: 2nd image shows the setting in the BPM node to set the priority to level 1: Many thanks as always !

Hi All, We have an auto task setup now to Escalate requests where the auto task will email the owner of the request (if no owner ignores this action) as well as emailing the Team Manager to confirm a request has been escalated. However, some of our teams have more than 1 Manager set, but it appears that the Auto Task is just finding the 1st person marked as Manager in the team list, and sending only one email to the 1st name they find. However, I presumed (my mistake for presuming I know!) it would send an email to all the Managers set in the team. Is there anyway to generate the Manager email to all Users marked as Manager in the team setup? Or is this working as designed and correctly just sending to the 1st name it finds in the team list marked as Manager? Many thanks as always !

Ah perfect ! I couldn't remember where to set these, and there it was right in front of me ! Many thanks Steve, I will go hide under my rock again now lol

Hi Steve, thanks for the response - yes it is the new VIP priority that i am not seeing the configuration drop downs - below shows the new SLA with the VIP priority set in Configuration and the Manage Rules tabs. The new SLA shows the VIP level as below: I have also included a screenshot of the manage rules: Many thanks

Just as an update I have raised another test request and the Response / Resolve timers have triggered correctly, it is just the issue around the new Priority level that needs some advice please Many thanks

Hi All, I have been working on setting up a new SLA with auto escalation rules imbedded into the configuration. As part of this new SLA we created a new Priority level for our VIP customers. I have then attached this to a test service just to see it working, but noticed an issue which I am struggling to resolve: - The Response / Resolution Timer did not start in the BPM (I am presuming this will be linked to the below issue with the new Priority level we have set named VIP). - I can see the new priority VIP in the SLA config, however when i go to configure the VIP priority I do not see it in the prepopulated list as below (1st image) - is there somewhere i configure these priorities outside of the SLA configuration screens? I can not see the VIP priority when i try to change the priority direct in the request as well (2nd image) I am able to see the correct SLA is set against the Service as this shows in the Information bar (3rd image) Many thanks as always!

Sounds good Gerry Many thanks

Thanks for this Steve - I think i had BPM blindness Many thanks as always

Hi All Just wanted to highlight a slightly annoying quirk within the Email action node. Sometimes when i change the email address the email is sending to, then selecting the text body of the email the cursor returns to the email address window and inserts the text I started typing in the text body into the email address window. Doesn't stop the email function from working at all, just rather annoying when you start typing then realise this is populating the email address window, and not the text body where you have just moved the cursor focus to Many thanks

Hi Paul, I noticed the same thing the other week as i raised a panicked Issue to Hornbill, then realised it was just down to this change. I did ask if the default view could be something we can set, but not sure if this was picked up on as a possible change going forward - i will let one of the Hornbill team confirm Many thanks Adrian

Hi All I am trying to set a password for one of my Users to use the SSO bypass, however when i go to set the password on the Admin screen i am getting the below error message which i have not seen previously. Is this linked at all to the recent SSO changes? The User in question account was suspended earlier as he tried to access without a set password, so i unlocked the account from Suspended then tried to change the password. FYI His AD password has not been recently changed. many thanks !

Hi Ehsan I have raised a support ticket Many thanks

+1 here - we have some emails where we would like to insert a standard attachment - thanks

Hi Ehsan, As below: thanks!

Hi Ehsan Screen shot as below couldn't see a Response tab, but have the below screenshot, Many thanks

We are noticing a slowness on the system doing anything today - taking up to 30 seconds to load pages, move to correct nodes etc - thanks

Hiya I have returned to work today to find a number of Users have raised this issue: Unable to locate customer names to change customer on requests. We had this issue about 2 months ago when we could not search for customers any longer / correctly in the change customer field. It appears this is happening again as i have 3 full Users trying to change the customer on requests, however when searching for the customer in the Change Customer action node it is not returning any details. All customers exist in Hornbill as i have double checked on the Admin Users interface so all are active on the system, all sync every day and all have previous requests showing. If we use the Raise New all 3 customers are found straight away, however when searching in a request we are getting null returns / no return values. Has something changed with this functionality please? Can this be restored as soon as possible please as this is impacting our teams thanks Raise New Finds Amy Ives straight away: Change Customer request node - finds nothing: Many thanks

Hi Steve Thank you, I will have a read up Many thanks!

Hi All We are looking to restrict use of the Change Priority action button within a request so that this function is only available to Team Leaders / Managers. However, when looking at this it looks like Priority access is set at the Service Portfolio level rather than a function granted within a Role assigned to a User. So we are thinking of approaching it like this: we will turn off the Change Priority button on all Services, then look to setup an Auto Task button which will raise the priority of a request, and control access to this button by configuring the conditions within the custom button setup to specific Users (could not see an option to set a condition here by Role?) has anyone else done anything similar, or have any alternative solutions that you have implemented to control who can change Priorities? Any suggestions appreciated ! Many thanks Adrian

Hi James, thanks for confirming current config - if there was any option in the future to be able to reorder these that may be helpful, although this would only apply to requests where we apply more than 6 notices, which i would hope doesn't happen very often! Many thanks as always

Thanks James, appreciated !

Hi All Just a nice to have - can we have the new Notices function available as an option within the auto escalation options in SLA's at all ? having this as an option here would match nicely with Auto Tasks as we are setting Notices from auto tasks, but having the option to add a Notice as part of the auto escalation rules in SLA's would be most beneficial! Many thanks

Hi All We are testing the Auto Task process, and note that the Notices post oldest to newest - is there anyway to reorder this so that the newest request shows at the top like the timeline please? Many thanks