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davidrb84

Hornbill Users
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Posts posted by davidrb84

  1. Hi All,

    We have a separate interface to search and view FAQs from hornbill. I'm looking to be able to have the team use this interface to provide feedback on the content of these FAQs. By using the Thumbs Up/Down (as below)

    I can't see an API method to use to do this, but I feel like there should be one. Does anyone know?

     

    image.png.5c66a508fbfab933b5fb9481ee2b4d79.png

  2. +1 for us too. We're moving away from email entirely as an inbound channel.

    We can create a filter for replies to "closed" tickets, but replies to "update" tickets that are now closed will soon just sit unanswered (or more likely we'll have to develop a solution in-house for this)

    I'm sure we're not the only ones moving away from email.

  3. Hi all,
     
    We're trying to use Hornbill's chatbot API as documented here but I'm running into problems; regardless of request I send I seem to get a 301 redirect back to the documentation pages.
     
    I have tried a few requests from the documentation examples such as
    curl --location 'https://api.hornbill.com/testuopservicedesk/xmlmc/apps/com.hornbill.servicemanager
    --header 'Authorization: ESP-APIKEY ***api-key***' \
    --header 'Content-Type: application/json' \
    --data-raw '{"@service":"apps/com.hornbill.servicemanager","@method":"chatbotLogRequest","params":{"userId":"Copilot","requestType":"Incident","summary":"Test","description":"testtest"}}'
     
    but all respond with a 301.
     
    Following the documentation for Hornbill PVAs, I also find that in the included Power Automate Flow the HTTP request step fails (as attached), where I believe this has previously run successfully.
  4. Good afternoon all.

    I have a requirement to be able to report on "response time". We do not currently.

    What are some workflows people currently use that cause the response time triggers to be started/stopped?

    Does it require us to use the "new" status, or is there another method?

    I was intrigged by a recent article on "Request Insights" but could find no reference to where this info would actually be found*

    https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-insight

    *I suspect we're not triggering the start or stop of those response time triggers currently.

  5. Hi,

     

    Appreciate this is an older thread but seemed most relevant.

    I notice the Generative AI option exists for the update, but not the email or resolution options.

    Is that a conscious choice, or just an indication this is still early doors?

     

    By default our "updates" are set to Team privacy, and we encourage analysts and engineers to use "email" where they need to communicate with the customer. Is there a plan to expand the availability?

  6. I have an analyst who's account is in a suspended state in Hornbill. I can change them back to active without a drama, but intrigued as to the "why"?

     

    It is the only account that appears to be erroneously in that state.

    No other admins are undertaking any work this week on the service from our side.

    Last login was yesterday and they are a constant user.

    Is there any log file I can see that might give me a clue?

     

     

  7. In the last hour or so we've seen an issue whereby emails with attachements are either spinning forever (as below) or showing an errorr in the bottom right corner.

     

    Emails without attachments seem to send with no issue.

    Any ideas on where I might look to resolve the issue?

     

  8. Slightly unusual post for this forum, but I'm interested in how others are approaching management of Service Manager (and/or the other products in the hornbill line-up)
     

    I suspect many/most have some fraction of 1 person* doing all support/development including

    • PCFs + BPMs (Creation and updates)
    • User Management (including role assignment and creation)
    • Support (everything from training to diagnosing unexpected behaviours)
    • Housekeeping and other management (checking logs, editing templates, managing the portals, etc)

    *Probably with some sort of backup person for emergencies

    Question

    Do you do things this way?

    Do you split the duties amongst more than 1 person/team?

    Roughly how many BPMS or PCFs do you have (just to get a sense of the scale/complexity of your instance)

  9. License issue.

    This looks like more of a potential Admin rather than technical issue, but we've noticed that while our license count is at 447 the number shown in usage is lower, looks like this is preventing users from signing in.

    I've sent an email to customer.success but it's a bit extra time sensitive as we're trying to get a new department trained this morning!
    As such if anyone in Hornbill could nudge the team, it would most appreciated.

    Note: happy for this to be deleted if appropriate.

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