[Email an auto-reply with HTML template]

Hi I've just been asked about this by my boss, it's something we would find really useful.

[Assigning tasks automatically if main ticket is re-assigned]

Having been live with Hornbill for over 2 months now we are finding that it would be better for us if tasks on a ticket were automatically re-assigned when the parent ticket is re-assigned but keeping the ability to manually reassign as well would be more useful. or being able to update tasks even if it's not owned by the person needing to update it.

Also is there a way of taking ownership of a task if you are not the owner (that I have missed reading about?)

 

Thanks

[Change Out of Office colour]

a different colour would be useful

[BPM Error in live ticket - advice on how to rectify please]

I'm getting an error and I can't see how to fix it

in a

[Getting the Right Fit for the Header Background]

Hi we have got some images and i believe we have followed the WIki;

"

• Background

The Header Background can be configured to set the height and the color, or add a background image. The size depends on many factors like if the background is a pattern or if it has details, but to give general an idea; 1024 x 300 pixels. It can be of any web format such as JPEG or PNG"

 

but they are not appearing as expected - screenshots attached.

 

Any advice?

 

 

[User Name - can it be split into first name field and last name field?]

Thanks ! couldn't see for looking.... updated it AND applied an ESP condition as per the Wiki (now i can find it i've found all the info)  :-)

 

 

[Adding emails in the helpdesk mailbox to tickets]

I think I must be doing something wrong then as I try that but no options come up. I'll take another look.

[Trying to create a report that shows the top 10 used Categories we have added]

Thanks I'll give them a try - our categories are mandatory on closure.

[Incidents closed by Owner - SLA]

Hi Bob

 

ah ok and yes last month + owner would work

[Adding emails in the helpdesk mailbox to tickets]

Hi we sometimes have emails that come in from one party (e.g. HR) but we then need to attach it to a ticket that the line manager logs

I am finding i can't search for tickets that aren't logged against the same user name? is this correct?

I would like to be able to attach an email to ANY ticket if possible.

[Make the Edges around My Services more distinctive]

On 6/12/2020 at 8:22 AM, Daniel Dekel said:

Hi @Victoria Heeley,

I can see perhaps there could be a need of adding some border on the service view. What I don't understand why would you put border around an icon and label of the services list. 

Could you please explain more about this requirement?

Thanks,

Daniel.

Sorry I missed this - I'm not sure what you mean re the latter part of your response - I think visually adding a border on the initial page and then within the service will help users see there are different options (buttons almost) to select.  does that make more sense?

[User Name - can it be split into first name field and last name field?]

Hi - we are a fairly informal Service Desk and would like it if the email templates could just apply the user's first name only

i think at the moment the whole name is used H_fk_user_name would it be possible to change it akin the Owner who has these fields - owner.H_first_name, owner.H_last_name.  ?

 

Thanks

[Global sub-status - but not QUITE!]

yes please

[Customer (and connection?) has "viewed" the request]

+1

[Trying to create a report that shows the top 10 used Categories we have added]

I am also trying to create a report  - last full month

Top 10 categories for incidents.

and I seem to be stuck at the first hurdle (well I've selected create report and named it!

grateful if anyone can point me in the right direction?

[Incidents closed by Owner - SLA]

Hi I've got a report showing me "Incidents - All Closed Grouped by Owner with Graph to Show In/Outside Resolve Target "

but I want to try to display it in a format more like this;

(Imagine it's a table 4 columns)

Owner Name - No. of Tickets - SLA Met -  %

J Smith - 25 - No - 25%

J Smith - 75 - Yes - 75%

etc...

 

anyone got any advice?

[Bulletin - config]

I've tried 2 bulletins on the same service so far and yes happens with both

Mozilla Firefox

Tried several refreshes and yes it remains

No but i tried one and it showed like yours above. so a workaround is to be sure i add an image.

 

 

I've got a colleague who uses Edge and he gets the same

 

[Bulletin - config]

Just started working with Bulletins and they seem to be formatted to the right - is this correct? I can't see anywhere to change this.

[Errors after updating to latest SM build (queryParams validation error) [RESOLVED]]

Hi updated the application and then reloaded application cache and it's worked.

[Restart or resume SLA timers on reopen of a request]

Hi Yes - we are now live and have found this to be the case. We would like the SLA clock to restart if a ticket is re-opened to truly reflect in reports and our performance

[Make the Edges around My Services more distinctive]

Hi It would be useful to be able to put a border around the different services on the new employee portal. just to make them more distinct.

 and on the level below as well (see screenshots)

 

[Full Description missing from Employee portal view]

This is affecting us as well - more characters would be very useful please

[Customer Portal - Configurable Fonts Options]

Hi we are just setting up and going live on Monday! and we would also like to be able to use our Branding - so being able to select fonts would be really useful

 

in our case we need

Roboto

Roboto Black

Thanks

Victoria