danb
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Posts
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Enhancement Requests
Posts posted by danb
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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.
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and just like that it starts working!!
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Morning
we are just starting to use the external authorisation emails into some of our processes and reading the guide im aware that this template can not be edited.
Ive just tried adding some html img code into the email to see if it would pull through a corporate image but im just just getting a "no matching gotoif found" when trying to run the process in live, but yet in html world the link im using works fine.
has this functionality been disabled? or is there another way of doing it?
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Hi all
done a quick search and also had a quick look into the BP but nothing really standing out too me.
I am experiencing issues with technical teams not resolving high priority tickets in a timely manner, and the reports being produced are ran on the resolved on field, which if the techs are only resolving the following the day after it was fixed, its adding hours onto the true fix time thus impacting our SLAs.
Is there a fixed on date/time field that is available that i can add it into the buisness process, where the tech can manually input this date/time and i can run my reports on this field instead which will give me more accurate times (other than getting a whip out and whipping some techs to resolve things off quicker).
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Hi
I need to produce a report where date logged/crreated is Friday to thursday, however im unable to find this option (or know how) to get this set up?
Im currently running these dates a week behind, which isnt ideal but better than nothing.
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superb - make our lives a little easier
thank you
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we have these categories, however I'm una ble to get these to pull through as a view, im only able to view the catalogue (which doesn't cover in depth enough what I would like to view)
Any ideas/ways of getting this to work?
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Hi
Is there a report or an audit available to show what a technician has updated?
I could do last updated by, however if someone else has been after them it wouldnt pull through on the report.
its around performance management of staff and seeing how many calls they are updating within a working day....
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Hi
Just wondering if this is something supported within Hornbill service manager, and how to go about implementing this.
Most likely be using SCCM for importing, but scanning to update (audit) and possibly disposal could be of benefit.
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Hi
Is there a way of forwarding any emails to a different emails that aren't logged - we have some emails coming into the hornbill shared mailbox that aren't being picked up by our routing rules and a member of the team is manually going into the mailbox (via hornbill) and forwarding them onto a separate mailbox for action.
Is there a rule or someway of setting that for any unprocessed email is forward to an additional mailbox?
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Thanks keith, we dont have any of the ports set up in that document for pop3/imap (im thinking this may be the reason we went to this externail mailbox) , we use port 443 and this is what we use our email owa access on phones which works.
Is there any way we could configure this, as we dont have a drop down box for the https just imap or pop 3
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We are trying to add a second mailbox - or primary mailbox is hosted and i want to move it to our on prem exchange (still on 2010 at moment) but we are recieving the attached error when trying to test the connection and out networks and infrastructure team are saying there is nothing they can do....
we have tried different ports and authentication.... i believe this was one of the reasons when we implemented hornbill 18months ago we moved it to an externally hosted mailbox, but have no documentation/info as to why (staff have now left),
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thanks @James Ainsworth, I will see if there is any kind forum members have some spare time (appreciate most are pretty busy), and will give you a shout, thanks again!
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Hi All
I'm relatively new in post in my organization and we have implemented hornbill service manager prior to me starting - however I believe we aren't utilising to its full potential - and I have little user experience of hornbill (more supportworks/landesk) so relying on local knowledge as to if my suggestions are possible or not.
I was wondering if you would be possible for anyone to give me a quick whistle stop tour of their self service portal and service desk logging call process - to see if we have configured it as efficiently as possible or if we can make some great service improvements.
Thanks
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Hi all
ive just started with a new organisation and they are using hornbill (prev used ivant/landesk).
when attaching emails from outlook into a new service call, there is the drag and drop feature (which is useful) however when you do this, the email disappears from outlook - im unable to find out where it goes - is there a way of dragging/dropping this email into hornbill and the email still remaining within outlook?
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1
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Urgency now appearing within Calls
in Service Manager
Posted
Superstar thank you!