Adam Toms

+1 on the thanks front.

Hi all, When adding assets into stock, we record the warranty start and expires of the asset in question, we are finding on our latest batch that we are coming into issues - with the warranty start and expires fields wanting a date and time. Warranty doesn't really need a time specified field as its always start and end date. Although this behaviour doesn't appear to be always consistent, is it possible to change the field to just a date picker for the warranty start and expires. If you hover your mouse over the I (information) of the field, it does indicate this is a date. Time field as opposed to just date. But I can't see an obvious way of changing the field settings for the two fields mentioned above. Does anyone have any ideas? Many Thanks Adam

Yes as called out in the documentation you will need your teams administrator to allow it through the admin portal.

Hi @Nikolaj, have you read through the documentation here - I think section 4 the sharing section will help you, in terms of our configuration our office 365 guru helped me with the publishing side so I can't easily answer that and I've been involved in the configuration element from a Hornbill perspective. But the wiki article is very useful.

Hi @Nikolaj My guess is that you haven't published it to a teams channel, or if you have, you don't have access to the teams channel that you've published the live chat bot to. We're also using this and in the mychatbots section I can see the channel that we've published the Hornbill virtual agent in, and then you can access it. I hope that helps.

We have knowledge management on our Service Management Roadmap for next year, would be very keen to see what happens with this post, and where we can leverage the toolset to support us in the delivery of this.

Thanks @Adrian Simpkins I'll raise a support call with Hornbill. We're not experiencing it with other systems, so hopefully investigating with Hornbill support can understand why we might be intermittently get a 404 error when browsing to a good known Hornbill URL.

Hi all, A few of our users have reported that occasionally when browsing to https://live.hornbill.com/instancename/servicemanager/requests/ a 404 error is generated. closing that tab and relaunching often fixes, this but I'm wondering if others have experienced this intermittent issues, as I'm not sure whether its a networking issue at our side, or not, before investigating further. Typically I can't re-create the fault on my machine.

Hi, I was out yesterday, but have done some investigation this morning. All employee portal customer raised requests that were raised yesterday do not have the resolve timers running. I'm only seeing this on self service requests at the moment. We too also have an issue with authorisations, as I've had reports that managers cannot authorise tickets. We also have the charts issue so that people are unable to view the dashboards from the request list. I will be raising a support ticket with Hornbill for this, but it does seem that a few of us are experiencing very similar things. Many Thanks Adam

We're having the same issue also.

Thanks @Gerry For your feedback on this. I could see the benefits of doing this, from a wider customer support perspective. Internal and external customer support. I was just concerned with how we've adopted our site routing by queue, whether we'd need to change anything to allow that functionality to continue, thanks for confirming that we wouldn't need to change how we use this feature.

In our experience, you rarely want to delete an asset, even if it has reached the end of its lifecycle. You'll still want to record where the asset is even if it is no longer in use. We use the archived status and then have sub statues underneath for lost, stolen, retired, disposed etc. For example, any item that is in stock, but not yet placed with an end user we would record as current, and as we have integrations with Lan Sweeper and other monitoring tools, it will automatically move into Active in Use, once the device has been logged into. I hope that information helps.

I can see value in this for ourselves, so a +1 please.

Hi all, I've seen the latest updated posted regarding Hornbill Core (256) But as that topic is closed I can't post a query regarding this. One of the changes is to rename "Sites" to "Office Locations". We do a lot of our ticket routing for our field staff based on site location. Whilst I appreciate this update is being made to the Hornbill Core element and not Service Manager, could this impact the current routing of our tickets based on site location and our query of get all all sites in the Intelligent capture of our tickets if the core is changed to Office Locations? Thanks in advance.

I've just refreshed and I'm back online.

Same for us

Thanks again Steve, much appreciated.

Thanks @Steve Giller for your reply. A lot more email traffic than it used to be is now being sent in HTML format. Do you know if there could be a way for the auto responder functionality to include HTML, as well as plain text? Or because of the nature of the information going into the ticket, will this only ever be handled as plain text, and therefore the best outcome to respect any formatting in the email, is to have the source email when linked to a routing rule is to be sent in plain text as opposed to HTML? I'm currently working on project trying to marry information one system into Hornbill, and as I've been engaged at the 11th hour. I'm limited in my options other than the email routing rule, and because of the same issue, I'm limited on what I can get changed at their end, so I'm just trying to work out the best way forward. Many Thanks.

Hi all, I've looked at the wiki documentation surrounding routing rules, and I'm trying to work out what is the best format for an email to come in using a routing rule, and then a request is raised. The email has lots of text in it, and when it goes into a ticket some of the formatting is lost in the description. I appreciate configuration around routing rules can be limited. But is there anyway when the source email that comes in from a routing rule that the formatting of that email can be enhanced when it enters a ticket? The email in the mailbox does display correctly but when the information is placed into the ticket, information in bold is just in plain text. The source format for this particular email is HTML. Many Thanks

Thanks @Steve Giller, old habits die hard. As there was a time when it was separate, but wanted to call out that specific component of Service Manager for this post. I will take a look into your suggestion, it might be enough for our needs. If not then it sounds like they may well need a Service Manager license to deal with this, which is something we've highlighted that this might be needed. But wanted to make sure we've explored all avenues before going down this route. Many Thanks.

Hi all, I've looked at several pages on the wiki, and have not found an answer to this question, so apologies if this has been asked in the past. It's looking increasing likely that our control room, who are a 24/7 operation that aren't part of IT but who raise out of hours calls for communications faults, will need some access to the Asset Manager, they have no need to manage tickets. I cannot see an obvious way how they would grab read only access to the asset management section of hornbill to be able to look assets up. These assets won't belong to them, they will be registered to a site. I know it is possible to when raising a ticket, do an asset lookup, but I'm pretty sure that only brings back asset owned by the customer. In addition to the above its quite possible that IT may not be involved at all, in the resolution of the fault. If a phone call to the comms provider, can do a remote reset, but they'll need the asset details e.g sim number etc to be able to raise the ticket with the supplier, so that can be carried out. Is there a way that this can be achieved, or is would this only occur if there is service manager subscription? Thanks in advance Adam

Just to update this, thanks to @Deen and the infrastructure team at Hornbill for fixing this so promptly. Our attachments and reports now all are running after the fix has been applied.

@Martyn Houghton I can see our usage fine, but given the other issues which have been identified, it could all well be connected to those. @Deen's post suggest that not all instances have been impacted so I think the best bet is to see what happens once those issues have been resolved, and hopefully that will fix that also. Cheers Adam

@Martyn Houghton Thanks for confirming you are also having the same issue. It does appear to be the case that our daily report has failed, and checked this morning this seems to have started around the 29th May. We don't have many that run daily only one, so if you're having issues as well and nothing has changed at your end like us, then it looks like we may have a separate issue there also. Many Thanks Adam

I've raised a ticket with Hornbill Support this morning for being unable to load attachments into Hornbill Service Manager on various requests. At this stage not sure whether the issue is widespread, but thought I'd create this forum post, so impact can be gauged.