Alberto M

@Daniel Dekel, when is the fix for this be released? Today we realized that, when the users click on the "submit" button without choosing the star rating - which is enabled - it sets the request feedback to one star. With this, we are having several one star rating requests wrongly, which is not good.

Hello. This is not an issue from Hornbill, but I believe it should be interesting to report here, so someone that will face this situation will be aware of this. Today we changed our Outbound Mail Routing Smart Host Detail configuration as we moved from our internal relay server to the Microsoft Office 365 solution on this. After we've changed the information on the Smart Host Details and before saving it, we've made a test with the "Test Button" and we got errors. Then, after checking the error log message, we decided to save the Smart Host Details settings anyway and test sending an email from within an existing request and it worked. We realized that our email host is set to filter any email messages sent from outside our corporate domain for security reasons and, as this test sender address is do-not-reply@live.hornbill.com, we were getting errors. I believe it would be nice to have an option to allow the test button to choose a sender address, or have a warning about this. Cheers Alberto

@Steven Boardman, that good news, thanks! As we are still not using the new employee portal and, besides "playing" a bit with it for now, I didn't knew about this option. Thanks for the news.

Hi. In the service portal I can browse the list of requests choosing in the drop-down the options "My Requests" or "My Staff's Requests". Q: Wouldn't it be useful to have an additional option "Requests I'm connected to", or similar, in this drop-down so connected users could browse the requests better? I would like to have more users adoption into the service portal and I believe this would be a very good option to help the users to adopt Hornbill. Cheers, Alberto

Hi. A quick question: I've made changes in some measures during last month. These measures are monthly based and are updating the data at each end of month. Today I realized that I've made a mistake in a few measures. Q: is it possible to resample only the last occurrence of a measure leaving the previous occurrences - historic data - unchanged (even taking into account that the data will not be 100% accurate, as we are already on day 2 of the month)? Thanks a lot. Alberto

@Deen, apparently this was a temporary issue, as the same colleagues are now able to send emails. And they said that it was with any email messages. Meanwhile, I'm waiting for a response from our offshore team regarding any security/privacy filters that had been activated, as this issue was detected only with our offshore staff.

@Deen, I can check with my colleagues that had the problem.

@Kelvin, yes, the same here and I concluded the same. If the request is closed, it's not possible to apply the email.

Hi all. Is there someone experiencing problems when sending emails from within requests? We have been having problems for a few hours when several users are unable to send emails from within requests and are getting the following message. I've checked this with our infrastructure team manager and he told me that this is not being caused by any of our security or privacy tools. Any feedback will be useful. Thanks Alberto

Well... now this makes some sense, thanks a lot, @Victor We have a few reports and measures set where we use this response time for reporting purposes used by our management team. I believe these reporting are not accurate based on these calculations - at least I believe this is not what is being expected - for requests where the SLAs are changed like this one. I believe I need to work a bit reformulating these reporting.

Sorry... I mean h_responsetime

Thanks for the explanation, @Victor But... unless I misunderstood this, why the h_responseby is not set to 5159?

Hi all. I've been asked by a colleague about the following and I need some help to answer to the two questions below: I know that these fields are timers in seconds that are handled in the workflow, but sometimes I get values that it's difficult for me to explain. ........................................................................................................ " I need a help / information on how to check average time spent on a call, Basically I want to arrive below two metrics • Avg Response Time (Person Hours) • Avg Resolution Time (Person Hours) For the above data I found a column available with in default view (hornbill export option from home screen) Resolve Time (Column AH) and Response Time(Column AJ) but I am not sure this data is in Seconds or some other value? For an example : IN00145569 Call Logged :- 16/01/2020 12:43 PM Response Completed: 16/01/2020 2:09 PM Resolution Completed: 28/01/2020 1:20 PM When I calculated time difference based in online tool it is coming as 1 Hours and 26 min ( 5160 seconds) , same is matching if we calculated manually. However “Response Time” (Column AJ) column shows 98161 Q1:- Is this correct ? how to interpret this value . ........................................................................................................................... Q2: To calculate resolution time spent , is this data including on-hold or excluding on-hold value? Which means to arrive actual resolution time do we deduct “Total Time on Hold” from “Resolve Time”? or “Resolve Time” is the final value after all consideration. IN00143793 Resolve Time= 436118 Response Time= 1102 Total Time on Hold= 85258 " Also, some clarification about the "response seconds" and "fix seconds" and how they relate to the other SLA fields will be nice. Thanks for some help on this. A.

Hi. I need to make changes in a lot of measures. This will be done in a one by one measure basis. It will be a task that will take me some time because I have a lot of measures to change and I have some complexity in the "where clauses" and I don't want to make errors. One thing I can do is to test the changes in the Database Direct before making the changes in the measure but I was wondering what the "Save Changes / Test measure" button does in the measure page and if I could afford some time using it? I've tried it but apparently it does nothing. Did anyone used this before and got any results? Thanks

Hi. Checking the h_source_type from our requests table, I found, besides the "Analyst", "Email" and "Self Service" which I know the meaning, some request with the h_source_type as "Post" and "Request" as well. Trying to find more info I couldn't find much more info about these. Is the "Request" source type set when the request has been raised from another request? When does the "Post" source type is set? Thanks again for your help Alberto

Meanwhile I could log the change request, but I didn't added an owner while logging it, and it worked. (I've added the owner afterwards) Could this be a temporary issue with Hornbill?

Hi. While trying to log a change request I'm getting a "Failed to log request" message at the end, not allowing me to log it. What can be the cause of this? This is something that didn't happened before. Any advice please? Regards, Alberto

@David Hall, and any thought why the fields are not being populated with the fields contents?

@David Hall, thanks for this explanation. I'll turn it off and check with the users.

@Deen, so should I set it off? Do this affects only this automatic email?

@Deen, yes, I have it set to "on". Is this new? If it's new, why is it set "on" by default?

@David Hall, thanks for the response. I have already the last version:

Hi all. Yesterday evening I've updated Service Manager the the last update available (1819). Today I'm getting an automatic email messages sent from my Hornbill mailbox whenever someone responds to an email that has been sent from a request and the routing rules are updating the request with the email response. If someone responds to an email that have been sent from a request, that person receives an automatic email. This was something that was not happening before, so I believe it's something related to the update I've made. Also strange is that the email message that is being received by the users has no request data in it (see image). Also: this is happening in services no matter I have the automatic email notifications enabled or disabled for the service. Is someone experiencing this behavior or can advise? Thanks and regards, Alberto

@Victor, it seems that the SLA targets are not yet updated in the request at the moment the email notifications are sent for the following templates: EmailConfirmationNewIncident, EmailConfirmationNewServiceRequest, NewRequestConfirmation I've changed these templates to include the SLA targets and I'm receiving it as the following image. I've checked the requests where I've received these messages, after receiving the email notification, and they have SLA targets assigned to them. Is it something I'm doing wrong in my code? <tr> <td style="padding: 0 0 10px 0;">{{.H_respondby}}</td> <td style="padding: 0 0 10px 0;">{{.H_fixby}}</td> </tr> Thanks.

Oh... thanks a lot, @Victor!