Adam Toms
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Posts
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Enhancement Requests
Posts posted by Adam Toms
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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.
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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
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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
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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.
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Hi,
I've studied the roadmap for enhancements for this, and I can't see anything obvious in there relating to this.
Is it likely we will get a couple more of additional fields in the prepopulated extract from the my requests section in the employee portal?
Description and resolver team would be a huge help to what has already been prepopulated.
Any updates on this would be gratefully received.
Many Thanks
Adam
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Would be incredibly useful information to understand average length of time, where the peak hours are etc, and perhaps drive continual improvement, where figures are lower than average.
So +1
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+1,
I've found this on occasions frustrating.
Especially as the simple list grows. So happy to upvote this.
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+1. I think this would be really useful for us. Also it will allow us to further grow our Enterprise Service Management offerings.
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Hi all,
Permission to bump.
Can I please get an update regarding this one?
I really would like to start being able to use contacts and being able to lock down by service domain, with us looking to on board more areas of the business, this is becoming more and more vital for us to get in with each passing day.
Many Thanks
Adam
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+1.
I can see this would have benefits from a Senior management reporting perspective.
It would also help with understanding trends, where knowledge maybe lacking, on a particular type of call. We might then look at automation opportunities to alleviate a complex manual task, which could ultimately speed up resolution time, thus preventing further escalations or chasing for updates in the future.
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Has anyone had any further thoughts on the above matter?
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Hi all,
We're building our Teams Power Virtual Agent and the guide on the wiki has been very helpful.
However I think due to our vast array of catalogue items and services we support we wanted to where we don't have an automation item or a pre-existing topic available We would like the customer through the teams chat be taken to the root employee portal URL, where they can log a ticket through the self service portal. Rather than create generic catalogue items for our Service Desk to then manage.
The wiki documentation suggests that each topic needs to point to a catalogue id, rather than a pure URL to the employee portal.
Am I missing something here? Or would I need to request a change to functionality on how this integration works?
I'd been keen to know how others have also configured their agent topics.
Any advice or help on this matter would be appreciated.
Many Thanks
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For capture changes and minor data edits no, but if we're making changes to a business process engine, or onboarding a new area of the business into Hornbill then we do use change controls to cover that.
Many Thanks.
Adam
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Thanks @Paul Alexander, very early days but I've tried playing with the search this morning, and results do seem to be better.
Thanks for the update.
Kind Regards
Adam
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We too find the search results frustrating at times.
I've limited some of the options available in our search, to just, service, faults and requests and FAQ's. Obviously All as well as that is there by default. It does seem to work better for us since I've done this.
I do believe when we had our last review, searching enhancements are in the pipeline, but happy to upvote this on the forum to help progress this.
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We've actually onboarded another area since this post, and we're in advanced talks with another. So it would be great if Hornbill could take a look at this.
We've used the domains functionality and this works very well for separating the tickets and services from a service portfolio and reporting perspective. I think If we could split contacts by domains that would give the level of separation the majority of us are looking for and make it very easy to separate and manage as that functionality is already there in other areas of Service Manager.
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Hi @JanS2000 this will be based on your working time calendars. You can check this in the working time calendars in the Platform configuration setting.
So for example for us our working day calendar non 24 by 7 is 9 and 3/4 hours.
Which might explain if you go by days it is much longer. So on a one day resolution for us, it wouldn't be 1 day. It would be 9 hours 45 minutes. 2 days would be 19.5 hours etc.
Hope this helps.
Many Thanks
Adam
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Thanks @TrevorHarris for confirming this isn't something that is currently possible. Thanks for looking to get this added to the roadmap.
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Thanks @Steve Giller, I'll take a look into this, much appreciated.
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Apologies for hijacking this thread. But I'm in a very similar position to Jeremy, but our team reach out to admins once they've got the approval manually via email or teams. As there are only two of us, sometimes it can get a bit much, but we've continued to limp along with this.
@HHH I think your task completer role would be a very useful role, which we could perhaps role out to our team leads.
Is this a custom role you created and configured? I had a look at the roles briefly and the wiki and couldn't find such a setting. I'd be keen to know how you've configured it.
Many Thanks
Adam
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Hello,
I was wondering if it would be possible to have some sort of chat expiry time out period of inactivity.
I've looked at the live chat settings and couldn't see anything obvious. We sometimes find that our chat will show as busy because sessions have remained active and need to be manually closed down or cancelled after the session has ended.
I think a timeout setting is what we need after a period of perhaps 60 mins of inactivity has anyone managed to set something like this up?
Many Thanks
Adam
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We still have the issue here as well. I presume it takes time for the patch to make its way to each instance.
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We are now getting this issue
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We have Hornbill ITOM (IT Operations Manager) and one of its many features is to be able to automate tickets using runbooks.
We use this for automated releases, where we have a known maintenance window supplied by our vendors, which then raises a change on a set date and time, with details we've pre-configured, for example application Y - quarterly update.
There are a whole host of automation opportunities of which we've used to great success, it might be worth taking a look at it.
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basic license permissions for read only access to Hornbill Asset Manager
in Service Manager
Posted
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