davidrb84

Good morning, This morning I'm running some reports I've used several times before, and they're sitting at pending after several minutes. Previously these have completed in 2 seconds. Is anyone else having an issue?

Hi, I'm looking to reproduce something I can do simply in database direct as a measure. Namely a total number of jobs 'touched' by a given analyst each day. The SQL I've got that works is select count(*), h_type, h_content from h_buz_activities where SUBSTR(h_actor,14) = 'BloggsJ' and date(h_published) = '2019-07-15' group by h_target This gives all the jobs touched by BloggsJ on the 15th July, I've grouped by h_target to mean you only get credit once per job. I'm having trouble reproducing this as a measure. I currently have the below, but it gives me all 0s.

Unfortunatly we recently had an issue where the primary hornbill IP was blocked (inbound) for approx 24 hours. This caused a few issues including blocking email sending (we send mails through our internal SMTP server). This was found and sorted, however the backlog of emails took ~12 hours to clear. I assume this is because these mails had tried and failed previously and so had backed off to only retrying after 12 hours or so. Request: It would be occasionally useful to be able to force an email to retry. Either globally from the admin screens, or from the mailbox interface.

Hi @Victor I had accessed the page from my 4G which worked fine, but it turns out a routine firewall block (of generally nefarious actors) caught you're IP. All resolved now, thank-you for answering so quickly. I was speaking with a colleague who's used to the support of a close competitor, he was not as complimentary about the support they received!

Hi @Victor Nothing our end should have changed (we're in a change freeze) plus I get a status 200 when accessing the end point from off-network (using my 4G). Are there any particular logs I might be able to look at that could give a clue?

Hi @Victor Nothing our end should have changed (we're in a change freeze) plus I get a status 200 when accessing the end point from off-network (using my 4G). Are there any particular logs I might be able to look at that could give a clue?

Just wondered when this might be released for a trial?

Hi @James Ainsworth I wonder if this has progressed.

@David Hall The dashboard graphs are really nice, and having the ability to drill down make the data really nice to interact with. Having graphs that could be broken down exactly like now, but also by unit of time would be really helpful. e.g. line chart of source, over time or stacked column for some given services, over time (a stacked column per month?) ALSO being able to have 'pages' of graphs would be great. As a service desk manager I have a wish to see certain charts day to day, but monthly we meet to discuss the department as a whole, so being able to switch between 'contexts' would be really nice.

@David Hall does your post suggest we could have multi series dashboard charts in the future, particularly with the introduction of line charts. e.g. pick 5 services, and show area graph over 6 months this year.

I had this same issue, I cleared browser cache and it started working (I think) That's twice in a week though I've had to clear browser cache to resolve an SM error. I thought it was me, but interesting others are seeing the same issue.

I have the same thing, (although I prefer it :-))

Thanks Ehsan, we wiped browser caches and the issue resolved, bit weird but all fine now.

a couple of our deskers have had an error (attached) when trying to view their request list. Refreshing caused the page to load but interactions were then very slow for some time afterwards.

Is the idea of linking services and documents any further up the list, it seems to have been near the top for more than a year. Lots of good stuff has happened, but this is a killer feature for those bigger desks with a large number of services and/or pieces of knowledge.

Is there a log anywhere that can show which analyst has moved an email to a different folder (deleted)

Checker on support says

This would be a really good option for those of us with a wide spread of services we support.

looks like the database check in the status check is failing with +5 Seconds response time. If that's helpful.

Thanks @Victor the 30 second timeout is exactly what I was look for, thankyou.

I wonder if anyone has any idea about this? Makes me nervous not being able to kill thread/query.

@James Ainsworth We've currently used a · (bullet point) to force the service to sort to the top of the list. Having an option to promote a service such that a group would be top would be preferable to using a visible character. I suppose having it push any services with customer facing CIs (PCFs) to the top Could be helpful, or highlighting them in an obvious fashion.

I have a team of 6 service deskers covering email, chat, calls, other work. The normal routine is that emails will be dealt with throughout the day by the whole team. If you're stuck on an install, or between calls you can pickup some emails. The email interface seems to have 2 related but different problems. 1) View isn't refreshed quickly enough - we frequently have two people log the same email as the screen hasn't updated that this email has been marked as read, or even filed away. These aren't people clicking at the same time, it's a significant time apart. Shouting out every time you pickup an email is not plausible when the team are on calls at the same time. 2) When using the normal email interface the screen refreshes and you lose focus. - when reading an email the inbox refreshes and your focus shifts to another email while you're trying to understand what you've been sent.

Likewise, the ability to undertake a wider range of actions to a bunch of requests would be useful.

It would be useful/interesting to be able to have the tag cloud from the documents manager as a widget in the service manager 'home' screen. We're starting to use documents manager to store our service desk knowledge, and would be really interested in new ways to expose that to the desk while they're on a call.