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Rashid.Ahmed

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Posts posted by Rashid.Ahmed

  1. Hi @Mohamed, @Victor,
    For us at Milton Keynes Council there doesn't seem to be a correlation between request type, Service and Incident request types are affected

    Following the recent update, we are being impacted by :
     

    • Tickets are not updating the Response SLA Status
    • Tickets are not updating the Resolved SLA status - See examples below

    image.thumb.png.e6cba61444f3ab9582e62cd35ea65bcf.png
    image.png.ac5a2174096352a7dbbe9c6cdfce8843.png

    image.png

     


    Regards
    Rashid

     

  2. Good Afternoon,

     

    We currently use Hornbill Service Manager at Milton Keynes Council IT, to log, process and record all issues raised by council officers.

    We also have the Employee Portal, currently only available internally (only the council network as it requires Office 365 authentication) which is used by council officers to log these issues for investigation, monitor the progress of their tickets and also contains a FAQ area for useful IT information.

    **Officers can log in on a private connection, using a personal device, but only if they log in using their email and password not using SSO**

     

    A proposal has been put forward by the councils Finance and HR departments to bring in these to service areas into our existing IT instance of Hornbill Service manager, under our current subscription.

     

    To bring in both Finance and HR, the setup must meet the following conditions:

     

    • Tickets must be kept separate and in their own queue from the existing IT tickets
    • Must be accessible to technicians in HR and Finance across domains – HR and Finance officers are spread across a mixture of Milton-keynes.gov.uk domains as well as Northampton and Cambridge domains
    • It needs to be accessible to those mixed domain officers using SSO

     

    Is this possible?

    What additional components are required to make this work?

    What are the issues with this setup?

    Regards

    Rashid

  3. Hi @David Hall

    Thank you for coming back to me

    Your update above got us looking at all the calls that are breached like this again

    1. We can definitely see calls raised via the self service portal, during working days/hours

    2.  We could see that Hornbill was still registering that the resolution was met in some way, as when you hover over the breach you can see when the call was actually closed by the system and when all the SLAs should have been taken off pause and stopped ticking complely

    image.png.d9520c61b3082a4c52827db283ecee99.png

    3.  With just this ticket as an example (we have many since the resolution timer pause change was made) you can see that this call was due breach on the 29/03 at 4:55pm. It was actioned and set to resolve on the 23/03 11:01am

    The call had around 6 days 19 hours left in the SLA - the real time taken to action the call minus off the 7 day SLA for this call.

    It looks as if Hornbill is placing the call on pause until it is ready to auto-close, but then decides to carry on counting down from the date of closure

    The date in the future is what the breach time would be if the call was re-opened on the 30th and left to tick over

    image.thumb.png.06ae2ba3186e025ac847d2886d798305.png

  4. Hi @David Hall

    We are controlling the pause/resume resolution timers function via the Service Manager Settings:
    image.png.85012969126204bf54782ef5cb0ee982.png
     

    Continuing to use the ticket SR00034450 i've been using for screenshots in this post

    In the BPM for this call, the 'classification stage' is the only place we have Timer Type nodes set; we don't have timer nodes set in the 'Fulfilment & Closure' stage
    The timer nodes we have during this stage seem to only be nodes to start the timer
     

    image.thumb.png.adc54a75d027b6706d767869afc7228f.png

     

     

  5. Hi @David Hall

    Further to my update above

    The escalate row has the following info attached to it:

     

    {
      "detail": "Resolution Timer Escalated\r\n* The target resolution time has been changed from '''[2021-04-07T15:55:00.000Z]''' to '''[2021-03-29T15:55:00.000Z]'''",
      "flowcode": "smSLMEscalateResolutionTimer",
      "prevSysTimerElapsedWorkingTime": "PT0S",
      "prevSysTimerElapsedTime": "PT6S",
      "prevSysTimerslcName": "ServiceDeskDefaultCalendar",
      "prevSysTimerstartTime": "2021-03-22 17:52:40Z",
      "prevSysTimerstate": "1",
      "newSysTimerElapsedWorkingTime": "PT0S",
      "newSysTimerElapsedTime": "PT0S",
      "newSysTimerslcName": "ServiceDeskDefaultCalendar",
      "newSysTimerstartTime": "2021-03-22 17:52:46Z",
      "newSysTimerstate": "0"
    }

    And the Resume status set by the system states this:

    {
      "detail": "The resolution target has been resumed",
      "fixTime": "2021-04-07 13:25:06Z",
      "previousFixTime": "2021-03-29T15:55:00.000Z",
      "systemTimerElapsedWorkingTime": "PT2H31M58S",
      "systemTimerElapsedTime": "PT181H39M18S"
    }
  6. Hi @David Hall

    Sorry about the belated reply

    So i've given your instructions a go and using the above ticket as an example i can see that the timer was paused once i resolved the issue, it was then marked as fixed when the ticket closed automatically on the 30th

    The system then resumed the timer almost immediately, is that correct?

    I can see that this was the case for the other tickets mentioned in the spreadsheet too- Pause once resolved, then Mark Fixed and resume almost immediatly

    image.png.d24a623d9d2d1835feb70677bc98c5e0.png
    The ticket is pretty simple in terms of the tasks and the timeline - see below

    image.thumb.png.1d0a51c1a2e3214a61c0c490dc227827.png

  7.  Hi,

    I've scanned the forum to see if anyone had already posted this issue, but could've missed it, so please do point me to it if this has already been raised.

    One of our managers ran a report for the month of March and came upon a discrepancy whereby even though the request resolve by and the date resolved were met, the within resolve time criteria was still appearing as breached (see attached spreadsheet)

    We applied the Pause Resolution Timer enhancement on the 2nd of March so these calls should adhere to this setting - we confirmed that the enhancement works after the latest update released on the same day

    One thing we did notice for the tickets where this issue exists is that the resolution missed is way in the future, well after the call has been closed and timers ended

    is this a known issue?

    image.png.44effeb8977f17a09ee9c7da0b7bb229.png

     

    Application Support - resolved calls by analyst - with SLAs_629.xlsx

  8. 2 hours ago, David Hall said:

    Hi @Rashid.Ahmed

    Thanks for posting back, I've been having a look into this issue following James' comment and it looks like there may be an issue when using the settings rather than BPM to mark the resolve time on resolution.  I'm currently investigating and will post an update back here as soon as I have confirmed the issue and have a way forward.

    Kind Regards,

    Dave.

    Thanks for investigating this David!

    Regards

    Rashid

  9. Hi James,

    We gave this a go last night and unfortunately it still keep the resolution timer ticking even after the call is closed

    Below is an image showing the settings we enabled (basically matching the image you provided earlier) , what the status of the resolution timer looked like at each stage of the call and finally the report (after the call was closed) confirming the fact that Hornbill still doesn't the resolution has been met.

    Any advice on how we can get past this issue would be really appreciated

    Regards

    Rashid

    image.thumb.png.dce905354e463fa4336467ab4d3ce608.png

  10. Hi James,

    Thank you for your quick reply

    I think one of the settings that I didn't enable was app.request.stopresolutiontimeronclose setting 

    I will try this tonight and will update yourself via this post on the result.

    Do let me know if you get any info back from the Dev team, though this additional change to the setting may fix this issue i'm having (fingers crossed)

    Regards

    Rashid

  11. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers

    Hi,

    This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again?

    Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close.

    Our BPM's conditions for resolution timers are:

    •    We do not mark the Resolve Timer as complete – it marks automatically when the call is resolved.

    •    We have chosen to mark the response timer as complete when an analyst is assigned to the call. This is not the same as when the customer is contacted but does give us a measure of how quickly calls are picked up and assessed.

    Via the Application Settings i understand that only one of either pause on resolve or stop on close can be enable.

    Will we need to make changes to our BPM to be able to pause the timer on resolve and also have it continue if it gets reopened?

    Regards
    Rashid
    MKC

  12. Hi,

    Here at Milton Keynes Council its been requested that we try to implement a mechanism to priortise certain 'VIP' officers (CEO, Councillors etc.) and the their requests.

    I've found details about the enhancement applied in Q3 2020 - https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 - whereby banners can be applied for VIPP requests.

    1. Has anyone implemented this and does it require updating all the BPMs linked to Progressive Captures?

    2. Is there a way to highlight the request, using colour, once it arrives in the Service Manager request queue for further visibility ?

    3. Are there any other alternatives to prioritise these type of VIP customers?

    Many thanks 

    Rashid

    Milton Keynes Council

  13. Hi Dan,

    We're still experiencing the same issue but only in IE

    We've had the latest update - Hornbill Administration build 1266 - applied as well as the most recent build:

    Hornbill Administration - 2020-07-21 07:02:48 (Build 1270)

    Is this still being investigated?

    The issue occurs when downloading the report (any file type) from Hornbill Administration.

    Regards

    Rashid

    MKCIT

     


  14. Hi,

    Here at Milton Keynes Council we've been looking at replacing our RFC system (sharepoint) with Hornbill Service Manager.

    We've come across some obstacles and were wondering what existing 'tools' in Hornbill Service Manager we can use to achieve them.

    Authorisers; we have  multiple approvers spread across 5 teams (total of 11 potential approvers), is there any way to send an email for approval to all but just log the first response from each team?
    Is there any way to do this without allowing more than one approval per team?

    Allowing the change requestor to update the RFC following implemntation without having to get onto the  Service Manager portal (via the Customer Portal only)?

    Hope you can assist

    Kind Regards
    Rashid
    Milton Keynes Council

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