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Paul Welby

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Posts posted by Paul Welby

    Email addresses of archived accounts

    in Service Manager

    Posted

    Thank you for your reply.

    we aren't getting messages from archived users, I have asked for more clarification and have received the below.

    Hi Paul,

     

    I’ve spoken to Vikki C who has asked that I get a screen shot of the issue being raised by First Line so that you get a better understanding of the issue.

    When an email is received into Hornbill (as below), first line then have to raise this as a call which uses the user’s email address.

     image.png

     

     As you can see, there are two Andrew ****. The issue is that first line do not know which is the correct account (the active account).

    One of the accounts is active and the other archived (in this example).

     image.png

     

    image.png

     

    What we are proposing is to either manually amend all email addresses for archived users to ‘Archived’ (however this may cause issues with reporting) and for which we will require an export of Archived User Accounts to work from, or ask Hornbill to prevent the lookup of archived accounts. Either way will stop multiple accounts (including those which are duplicates) for each user from showing when raising calls from emails.

     

    I hope this makes sense.

    Let me know if you need anything further.

    Email addresses of archived accounts

    in Service Manager

    Posted

    Hello,

    We have had a request from our First Line Service Desk regarding whether it is possible for Hornbill  to not include email addresses of archived accounts when raising calls from emails?

    The issue which first line currently have is that when an email arrives and they try to log it, it brings up the account for all users (active and archived) based on the email address.

     A work around going forward is for us to change our working practice and amend the email addresses of user accounts which are archived to remove the emails at this point.

    I just wondered if anyone else has had this issue and what they have done to sort?

    Thanks

    Paul

    Email Issue

    in Service Manager

    Posted

    Hello

    I have been informed by our service desk that emails are no longer automatically coming into the inbox? has there been any updates made that would effect this or could it be that we have maybe deleted or changed something that we shouldn't....
    I have done basic checks but cannot see anything out of the ordinary?

    Any advice would be appreciated.

    Thanks

    Paul

    Alert when call comes off hold

    in Service Manager

    Posted

    Hello

    We have been asked by a couple of areas if there is a possibility for users to be alerted (email) when a call comes off hold as we are having calls breach as they are not aware that they have come off hold.

    Any advice would be appreciated.

    Thanks

    Paul

    Email notifications

    in Service Manager

    Posted

    Hi,

    I have noticed that comments added to Hornbill tickets with visibility set to
    'Customer' do not (no longer?) trigger an email notification to the customer.

    Is this related to the update that was made last night?

    Further to this, I have noticed that resolving a ticket with visibility set to
    'Private' or 'Team' does trigger an email notification to the customer, which
    would seem contrary to expectations.

    Thanks

    Paul

    Problems with logging calls

    in Service Manager

    Posted

    When logging calls from emails, Service Manager does not appear to be picking up the names from the sender. In addition, when the call is automatically assigned to first line it does not assign it to a person automatically (the person logging the call) as it would normally.

    It is a minor issue so not urgent as you can do all of the above manually.

    Has anything been changed regarding the above on an upgrade?

    This seems to have become an issue in December.

    Maximum number of calls linked

    in Service Manager

    Posted

    It's a question i have been asked by our first line team , if we have a major outage in one area for example, a direct access issue, we are swamped with call an would like to have them linked to the main one logged.
    I have been told that they are not able to link more than 25 to a call?

    Problem request Viewing calls

    in Service Manager

    Posted

    One of my colleagues is not able to view a problem calls, he is part of the supporting team that has access but when he searches for the call reference it does not come up with anything, however when he looks at it from a team view, he is able to see it?

    I have given him the 4 problem roles but still the same

    Any ideas or comments welcome :)

    Thanks

    Paul

    Unable to archive user

    in Service Manager

    Posted

    Hello,

    We have had a senior infrastructure engineer leave, I am unable to archive the account and keep getting the below error.

    I have looked the team she was with and she is no longer a member of that team 

    Just wondered if anyone else has this issue and if there is a work around to get it sorted

    Thanks

    Paul

     

    image.png.856c955eb8dcfab4a8992ebeb277ecb2.png

    Issues with raising requests following the recent SM update

    in Service Manager

    Posted

    I have been told that when they are trying to log a call it takes longer and repeating some of the processes.

    For example, it now asks for a site that it didn't previously, it doesn't ask for a desk number unless you go back in the form which is strange, so it looks like it jumps a question.

    also, if you log it as an incident and enter all the information, it then asks you again what you would like to log it as?

    When a team is assigned it does not give you a worker option.

    Thanks

    Paul 

     

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