Adrian Simpkins

Bump

+1 from me - can see some uses for this

Hi Mark Just checked our software installation setup - we have the asset restricted on this to just Computer System (so Laptops, Desktops, VM Machines and Servers). I have just tried to search for an asset outside of the set criteria (Printer and Software) and nothing came up for either of these assets for Printer and Software so I am not sure - our filter on the asset has the below options so I am not sure why you are seeing non Computer assets but I note you have some different options turned on here Many thanks Adrian

Thanks for the pointers Gerry - I think the issue is around how people have their desktops setup rather than anything in the image, but I wanted to understand some more around sizing in case I need to make any changes. Currently I am just going to engage with anyone who has this problem so I can understand their setup before making any changes. Many thanks as always

Thanks Jim - I will have a play Many thanks

Thanks Steve - as I am seeing no issues with the image size in the emails, I will push back to the customers raising it to understand what is going on for them specifically. Many thanks as always

Thanks Jim - is this set in Image library or the email template we construct? I could not see % options when I looked over the email template config / Image properties ?

Hi All Just after some confirmation around the image size for any images we load to the image library / insert into email templates. Some of our customers have their desktop magnified so when viewing images in emails they are appearing larger than expected. Also some have smaller monitors so again some issues displaying the image correctly in the email. I wanted to just confirm my suspicions that this is a local desktop issue rather than a configuration issue in Hornbill, as I appreciate there is no way to cater for this display differences from desktop to desktop. This has surfaced as some of the customers have highlighted the image is too large in the email, but I suspect they either have a smaller monitor, or they have magnification in place to view the desktop. I just wanted to confirm it is a local issue so I can push back to the customers with issues I find no issues when viewing these images mainly as I have a large screen and as yet have not had to resort to magnification of the desktop Many thanks as always

Hi Steve - not sure what was happening but it normally just auto populates when I enter a few characters from the team name - appears to be working now - thank you

Hi All Just trying to administer a new user, and add him to an existing team - however I am not seeing a save option anymore to add to team along with the roles? I have restarted the browser then tried on my profile, and I am seeing the same issue Many thanks

Hi All, I have had a requirement posed to output a report to show the progress of authorisation's in a request. Currently we have some processes that once raised assign direct to our Finance Team to authorise. I want to output this in a report ideally with the following data: - Date of approval / rejection by Finance team from the assigned authorisation activity - Date of expiry on any authorisation's that are not actioned in the required time period set in the BPM timer config Which table should I join from within the report tool please? Many thanks

Hi James thank you for the response - sure I will raise a support ticket around it now Many thanks as always Adrian

+100 from me - would love to have a table configuration available to capture data in ICs !

Hi All, I have one Analyst who gets an error message whenever he tries to use our Raise Awareness Auto Task / Custom button. I have checked his account and it looks the same as his other team members - the error is below (1st image). Any idea around why he is getting this error please? He is a member of one team named MSE DS Service Desk - 1st line so the conditions should be met (2nd image). No other analysts are reporting this issue - just this one User Many thanks as always #

Thanks Steve

Bump we have reviewed the above again - rather than a new tab is there anyway to enhance the existing Resolve Tab so it reads something like the below. It would prevent our customers who are failing to scroll down and read the timeline text for the resolution / omitting to read the email we send them with the Resolution text included. Many thanks ! Resolution: Resolution text inserts here Your request has been resolved. Thanks, it's resolved No, this issue is not resolved

Thanks Dave I thought this was the case so just wanted to clarify Many thanks as always

Hi All Just wanted to clarify if an email is manually applied to a request that is on hold from the inbox that this does not take a request off hold, only auto processed emails applied to on hold requests will take it off hold? Have a request where we applied an email from the inbox that did not auto attach, and the request remained on hold Many thanks

Thanks Nanette, I suspected this may be the case ! I am chasing the payment now Many thanks

Hi All I went to raise a support ticket but it appears the support ticket option is not showing? I am sure there are normally 5 options here but only seeing 4? Has the page / method of raising support tickets changed at all? Many thanks as always

Thanks Dave - I suspected it may have had to come off hold to end it - thank you for clarifying much appreciated

Hi all, We find that often our customers do not scroll down the page when a request is resolved when they view the request in the Support Hub / My Requests to view the resolution text. I know currently on a resolved request the default view shows like below, and it is not a massive issue to scroll down to see the resolution text, however we are finding a number of customers are not doing this, and just reopen the request as they have not seen the resolution text / have not read the resolution email sent to them. Is it possible to add another tab here where the actual Resolution text could be injected to avoid this issue? Image below shows where I am referencing: Many thanks !

Hi All One of my colleagues noted that when a request moves the resolution timer to 'end' it is showing the text in the timeline as 'The resolution target has been resumed' I have monitored a couple of requests moving from resolved to closed after the 5 day window, and I am seeing the same text being inserted so I am presuming this is set somewhere. Should this not read 'The resolution target has ended' ? Checking the resolve timer node in the BPM I can see no options for writing this to the timeline so I am presuming this is a global setting of some sort? These are internal facing timeline updates so the customer doesn't see this. This image shows the timeline showing the request resolved on the 5th and moving to closed today the 12th: This image shows the BPM node where this seems to be applied:

Thanks Steve - much appreciated as always. I will push back to the person raising the suggestion with this update Many thanks as always

Hi David Apologies i have been off ill. One of the analysts is new to Hornbill so I suspect he hit Assign twice. The affected requests appear to be across multiple services. I had one of them report another example today and again on a different service. Still only these 2 users that have reported this issue to me though Many thanks