danb
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Posts posted by danb
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thanks @Steve Giller - i need more coffee!
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Morning, sure this was a feature before in selecting several incidents, clicking actions then you was able to change the priority of them? Now can only "update" or bulk assign.
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Unsure if I'm asking for something that isn't possible.
But if a user selects a number within a question could something be in the business process be create to duplicate the ticket?
example - if a user has 6 new computers arrive that need setting up/building, we would ask them to raise 6 separate calls...I would like to make it easier for the customer that they could just raise one call, detail there is 6 new pcs from a question and the BPM raise 6 calls for actioning. Is this possible?
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3 hours ago, David Hall said:
We've been working through (and are continuing to work on) some UI changes to improve accessibility and make the UI more consistent across the available modes which has probably resulted in the hold highlighting not being applied. We'll review the changes, but in the mean time I'd expect that you could use the 'On-Hold' filter link just to give you an immediate list of all requests on hold.
Kind regards,
Dave
thanks @David Hall
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thanks for this forum! i thought i was going mad this morning, also impacting ourselves....
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do we know how this is working and where the data being scanned is that going elsewhere? just wondering from data sharing agreements as i know some similar sites with AI share with 3rd parties and being and dealing with members of the publics information (potentially in the notes) is this data no longer on hornbills servers.
Also is it documented what each function actually does (just so i can explain to others :D), think the first two options are self explanatory.
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Currently playing around with azure alerts and getting this auto logged - which we have but as an unknown user and relying on a manual task of updating the customer to the end user.
Within the email thats being logged is the email address of the user (which will marry up to a customer), how do i get the auto logging/business process to look for the email address in the body of the email and turn that into the customer? (if its possible?)
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thanks @Steve Giller, so when its in resolved state (awaiting auto closure), user replies and it updates the incident/request with the users response and it also emails the analyst with the response - however there is nothing within our BP for reopening this call (which is fine).
Would it be possible, somehow, to get this same email that goes to analyst to stay in the shared mailbox for our service desk to check and do any reopening of the call or for them to also be emailed? -
Appreciate it may be with Microsoft, but if this gets turned off Saturday, we are going to be in a position to not be able to send/receive emails - is this correct? Also is there anything that can be done as a workaround by any chance? Seen that hornbill domains are available etc.
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Just wondering if there was any update on this?
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Hi
connected using the global admin account, created new oauth2 keysafe of m365 mail connector, however keep looping round and round on the the autentication.-
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Hi
Just setting this up (better late then never)
Request for the mailbox has gone through and been approved in azure - can see the Hornbill Office 365 mail connector in there.
However nothing comes through into keysafe, and then when connecting from the keysafe, it just goes through requesting it again.
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for additional info from timeline
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Doing some CSI and looking into breached target resolutions (as something doesnt feel right)
Example:
So as you can see - response met, and call is still within resolution time (6/9/22)
Here is my quick view reporting criteria
However this call appears on the view
Any ideas? ive checked other calls, some are working as expected, others having this same issue.
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Morning
Just reading and understanding the criteria of first time fix within hornbill - https://wiki.hornbill.com/index.php?title=First_Time_Fix
however in my world i would deem this as a first time contact fix, and it doesnt work in our current structure (call handlers , and as a result are currently using resolution categories for working out ftf for other teams, but was wondering if there is some sort of check box that could be used for FTF so we can start to use meaningful resolution categories (or having 200 different resolution categories).
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Has any got anything set up within service manager/self service where users can request a quote for a specific equipment then it emails a quotation (already set up) for that specific item?
Sadly we dont hold stock of equipment, so our process is that users will contact us to request a quote for desktop, we then forward the relevant valid quote for the month for that desktop for them to raise with fianance.
Just trying to work out if i can automate this in any way.
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Hi
Im trying to assist our finance department with an extract of the assets recorded in hornbill, however we need to be able to see the serial number that we record under the asset - additional properties - hardware information - serial number.
However, im unable to find a way of extracting this information.
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1 minute ago, Adam Toms said:
Hi,
I can confirm we've spotted this, but wondered if this was part of the cosmetic changes.
If you hover your mouse the catalogue item does appear.
Since advising our Service Desk of this everything seem to be going fine so I'm not sure if this a fault or part of the new cosmetic changes.
Many Thanks
Adam
yes we are working, just unsure if we colour/theme settings need changing within our instance or similar for it to work in the previous way of the background going blue.....lets see what the guys say
least its not just us that have seen it - thought i hadnt got enough sleep
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Since the upgrade, we are having issues with selecting offerings within the service list, when clicking on the specific offering, it goes blank.
Ive looked at release notes and wondering if this in relation to dark mode? Note we are using chrome in both normal and a dark mode and its same issue.
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We would find this useful, as a new user account would be changed from the requestor (line manager) to the new users name (audit purposes), where as if connections had this feature, we could add the new user as a connection after, which would then be searchable and viewable under them.
Unless this is already possible and our config is not quite right.
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10 minutes ago, Ehsan said:
In the old admin tool, you can manage Urgency levels here (replace [instanceId] in the URL with your instance Id):
In the next Service Manager release (expected within the next 2 weeks), you will be able to manage Urgency levels in the new admin tool too.
Ehsan
Superstar thank you!
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3 minutes ago, Ehsan said:
You can disable the Urgency selector instead. Please refer to Tina's comment on this thread for instructions.
i would like to use this feature, just not have so many different levels of urgency on there ie just show high & critical
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19 hours ago, Ehsan said:
Hi @HHH,
The Urgency value is not visible to a customer in the Customer Portal. You would have to confirm that the visibility of the post to the timeline is not set to "Customer". This can be controlled via "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.escalate" application setting.
The Urgency levels can be managed via the admin tool - https://live.hornbill.com/[InstanceId]/admin/app/com.hornbill.servicemanager/administration/assessments/
Ehsan
Hi
Where abouts are the urgency levels set at, I'm on the page but unable to locate them, as would like to remove some of them.
"automatically" creating multiple tickets depending on number selected from IC
in Service Manager
Posted
just wondering if anyone has any experience/advice around this? :)