Adam Toms

@Steven Boardman Thanks very much for your quick response. I will look into what you're suggesting. The BPM for this catalogue item is being used in multiple places. What I may need to do is take a copy of the existing BPM, then create a specific one for this catalogue item, and then follow the rest of steps you have kindly provided, as not all our Service Requests require cost code information to be submitted. Thanks again.

Hello all, I have a dashboard view currently set up, where a colleague is able to extract all smartphone requests captured in a month. Currently a colleague from the Procurement team, goes through all tickets, to find the cost code, which is a question in the progressive capture of the catalogue item. What would be handy to save the Procurement team going through each ticket manually, as on average there is around 100 per month, if I can add the cost code field into the report so this information is pulled into the Excel Spreadsheet extract. Would be keen to know if this is something that is possible, and if other members of the Hornbill community have been able to do this? Many Thanks. Adam

@Victor Thanks very much for your quick reply, I'm delighted to report, that I've used that filter option and it works like a charm. Thanks again for the speedy response on this. I did see there was an option for custom criteria but I'm afraid my SQL knowledge is very limited.

Hello all, I'm not sure whether anyone has come across the same thing, and was able to work around this, or find a better solution to what I am trying to achieve here? Any feedback would be gratefully received. Every Friday at 10 am I run a report on Customer Survey Feedback Responses each week. I've managed to run the report successfully, and with @Victor's assistance this has been working well. A few colleagues have noticed that I am missing some of the response data. What I would like to do is that I capture a rolling last 7 days from the time I run the report, however the variables pre defined in the screenshot attached it always look like I am going to miss some data. I think what I need is an additional variable like we have in the dashboard views, called last 7 days. Although happy to be corrected if that's not the case, and there is another way already built in for what I am looking to achieve. Many Thanks Adam

Hello, I've found this post and I've built our report as per the instructions kindly provided by Victor. As we'd find this kind of thing invaluable. However my reports do not contain any data I've checked the configuration can't see any obvious mistakes, that I've made. Has any of the columns or tables changed since this post was added. Also from the post it suggests you don't have to use the filter, of which I haven't in this configuration. Is this something that I do now need to do? Any help and advice on this would be much appreciated. Kind Regards Adam

Hi @Nanette Thanks for your reply, and confirming what I thought. Kind Regards Adam Toms

Hello all, I've browsed through the community regarding various on hold requires in Hornbill Service Manager but I couldn't see anything raised for this particular topic. So I'll apologies in advance if this has been mentioned before and I've missed it. Occasionally there is a requirement to extend the request ticket on hold time, to a ticket that is already on hold. The only way to extend this at the moment, is to take the ticket off of hold and to then place on hold with a longer date. Has anybody been able to find a way to do this? I've also found that you can click on the on-hold time stamp, but it doesn't do anything, it would be nice if it were possible to amend the timings through this function. I presume this is due to limitation we have in the buttons in the attached screenshot, as there isn't an icon we can enable at the top of the request in the on hold state. Thanks in advance. Adam

Thanks @Steve Giller This is much appreciated. Kind Regards Adam

Hi @ArmandoDM Thanks for your quick response. These PM tickets are being raised manually by users. This seems to occur on all Problems tickets raised, whether using the Raise New option to create a new Problem from the Request List, and when using the Linked Request option, if there is an existing IN or SR to link it to. This seems to occur regardless of user raising the ticket. I've attached another screenshot, showing a list of Open Problem tickets, the owners in this case would of been Users creating these tickets, and as you can see from the customer information field, it is blank. I hope this information helps. Many Thanks Adam

Hello all, I don't know if anyone has come across this before, and whether this by design or something that needs to be included/ missing from Problem Business process module? We have found that on our Problem tickets, whether they have been linked to an existing Incident or not, the customer information is not coming through. Please see attached screenshot. Many Thanks Adam Toms

I can confirm, that Hornbill Support have been able to emergency patch our environment, and the views are now back to normal. @Paul Alexander If you're still being impacted by this my advice would be to raise a support ticket with Hornbill, and they can then look into doing the same for your Hornbill instance. I hope this information helps. Many Thanks. Adam.

Good Morning, @DeenIs there any more news on this? I have checked this morning, and I can confirm we are still having the same issues as we were last week. Many Thanks.

As per Paul's comment we at Wessex Water are also experiencing this. We have confirmed that we are running Service Manager 1819. Thanks to Martyn for making myself and Paul aware.

I've been finding a similar issue Paul. But for us now We're unable to connect to the Hornbill service. So it might all be related.

Hello, We are actively using the Search functionality in the My Services Portal in Hornbill. The search functionality for catalogue/service items that we have created seems to work very well just using a single word when searching, however it doesn't seem to be quite as good at handling multiple words. Are there any plans to improve the search capability to include multiple word searching? Failing this if anyone is able to provide search suggestions which we could then put on the portal to improve the user experience when searching item with multiple words, that would be gratefully received. This is using the live.hornbill.com/my-services portal as opposed to the service.hornbill.com Many Thanks.

+1 for us please on this. Thanks for all your hard work on this so far.

Hi @Bob Dickinson Thanks very much for your response on this. Much appreciated. What we may do, as there will be no other tasks as far as Incident Management goes, is reduce the members currently assigned to the Incident Assignee role, to those members of Staff in the Service Desk and On Call. Many thanks again for your help with this. Kind Regards Adam

Good Morning, I'm after some guidance regarding the Incident Assignee role in Hornbill. We have a task called triage actions, which is to be completed by our Service Desk in hours, which worked fine. We then ran into a problem with our Out of Hours staff, as they weren't a member of the queue, they couldn't complete that activity. It was identified that by granting all support staff the Incident Assignee role, they would be able to complete any Incident tasks/activities assigned to that role regardless of which support queue they were a member of. We have now found by assigning 145 users to this role, that everyone who has this role gets notified of an activity to complete in their my activities pane in Hornbill Service Manager. As our Support Staff will only be interested in the ticket that they're looking at and working on to complete this task, is there anyway of removing this from the activity pane? Many Thanks

Hi All, We've spotted this too. We've found the work around to click on the dots view email, and then if you hit forward it contains the email chain, and then reply from there. I appreciate we might not want to include the email chain on all emails, but would it be possible to make this a bit neater in a future release? Many Thanks Adam Toms

Seems to be back up for us now, both portals.

I can confirm we are having the same problem here. This is clearly a wider issue and not instance specific.