Dave Longley
Hornbill Users-
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Everything posted by Dave Longley
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Hello, What node do i need to use to successfully add a change to the change calendar and then for the change to get removed when completed? Thanks
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Hello, I am currently looking into the In-App reports and have a few questions. When i run the First Time Fix report, 100% of my tickets are not showing as achieved. what is the logic behind these so that i can see why my tickets are not being flagged as FTF? Also I can see that the report 'request Incident Response Time by service Level' is available, but how can i customise this? so that i can filter by team or service? Again, the same goes for open tickets by age, i want to filter this by team/analyst Can we filter any of these report by date? Do you have any reports available which can show tickets which have breached SLA?
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Customer Portal - Password Policies
Dave Longley replied to Martyn Houghton's topic in Collaboration
@James Ainsworth @Gerry i would need this feature aswell.- 35 replies
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- 1
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- customer portal
- password
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(and 2 more)
Tagged with:
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Can we embed videos within the Procap forms?
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Within my Incident management workflow for the customer portal, i have a question stating, does the request type need to be changed? This is there for if the customer via the customer portal raises an incident instad of a service request. If i select Yes, it will close the ticket and then auto raise a new Service request. The customer will then get a new email showing the below: If they click on the link, it points to the internal portal which is wrong and they get 'You do not have permission to view this request' What setting do i need to select so that when the customer receives an email saying that a new service request has been raised, it contains the correct URL depending if they are using the customer or employee portal?
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We are looking at rolling out our customer portal. When an account is created, it appears as a contact which are external to our company. If a user has forgotten their password to access the portal. How can we reset it?
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thanks @Steven Boardman, i have enabled this setting, what do i need to add in order to add these via progressive capture? My assets have individual owners and i want them to appear for the relevant user when a ticket has been raised. I still have to manually link the ticket.
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I was wondering how I can get the asset tab to automatically appear when i raise tickets? Currently I have to open the 'asset' tab and then click on 'linked' for the assets to appear.
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thanks @ArmandoDM, what needs to go in what field? Same value as UsedByName?
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We are looking at importing all of our assets via CSV and on the test samples we have selected, it does not auto populate the used by field. I have attached the CSV which imports fine. Can someone tell me what I am missing or doing wrong? Thanks Assets-v1.xlsx
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Cheers @Steve Giller. All working now. I had to enable: Routing Rules are disabled. The setting for turning Routing Rules on or off completely can be found in the admin Tool (Home - System - Settings - Advanced) as follows: Enables auto responder rules processing: mail.autoresponder.enable Thanks
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thanks for the message @adam. I Do appear to have this set up correctly.
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I (Yodit) created a routing rule which should update tickets upon reply via email. Below is the rule which has been configured: for some reason, when you reply to an email, it is showing in the Hornbill mailbox but does not apply to the ticket automatically. The rule is at a priority level 1. What am I missing?
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Rename some default heading in the portal
Dave Longley replied to Dave Longley's topic in Employee Portal
Thanks @Daniel Dekel - can we also Hide options which we dont want visible? -
Error - unable to load the service request details
Dave Longley replied to Dave Longley's topic in Employee Portal
@Daniel Dekel - Yes, I get this all the time. I have sent you the logs. -
Rename some default heading in the portal
Dave Longley replied to Dave Longley's topic in Employee Portal
@Daniel Dekel - any update on this one? How do we change the labels? -
Error - unable to load the service request details
Dave Longley replied to Dave Longley's topic in Employee Portal
@Daniel Dekel i still get this error all the time.. -
Error - unable to load the service request details
Dave Longley replied to Dave Longley's topic in Employee Portal
Any news on this @Daniel Dekel, I still get this error. -
Rename some default heading in the portal
Dave Longley replied to Dave Longley's topic in Employee Portal
@Daniel Dekel - has this been changed, in todays release? if so, how do we do this?Thanks Dave -
Customer portal not displaying any services
Dave Longley replied to Dave Longley's topic in Service Manager
thanks @Victor - i was missing the permission. Many thanks. -
I have just configured my customer portal, create a test contact and subscribed a service to this portal but it is not showing: What am I doing wrong? Thanks
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Error - unable to load the service request details
Dave Longley replied to Dave Longley's topic in Employee Portal
Hi @Daniel Dekel, i have private messaged you the logs. Thanks -
thanks @Miro
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sent this now