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Mark (ESC)

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  1. Hi Is it possible to have a ticket dependant on a sub ticket before it can be resolved. We have a new starter process that relies on actions from four different teams within our HornBill Service Manager structure. Is it possible to have a master ticket, which is then dependant on other tickets being resolved/closed before the master ticket itself can be resolved. Bit like a parent - child relationship. Thanks in advance.
  2. @Steve Giller we have lift off The fields which were creating the errors were h_location_type (Location Type) and h_operational_state (Operational State) Your help is much appreciated.
  3. @Steve Giller Thanks Have been searching for instructions with regards to field values such as 0,1 or 2, but have not been very successful.
  4. Testing phase at the moment, trying to add an item to the Asset Database via the upload function. Just one entry in the csv, but this result in an error being given. Usually the errors are quite specific, this however seems more DB related. assetComputerPeripheral.csv
  5. All working here, but just noticed when creating a new call from an email, the email is not being deleted from the inbox afterwards.
  6. Is there an easy way to merge data to existing assets when importing from a .csv file. We are currently updating all our assets, basically starting from scratch. Using the Upload new Assets creates new entries, so not sure about the best way to proceed.
  7. @Victor and all working now. I follow instructions to the letter, and in this case to the forward slash too. assetComputer file is now downloaded.
  8. @Victor I Navigate to "Upload new Assets" and select Asset Class "Computer System", then click on Download Template File This errors out, so I correct the url with the extra / and correct the case spelling on the assetcomputer.csv to assetComputer.csv, then click enter. After that I get the Invalid session text
  9. @Victor Thank you for your help on this. Did as instructed above, changed "https://mdh-p01-api.hornbill.com//<instance_id>/", and made sure case was correct on .csv Sadly I get the following message, I am using Edge Invalid session
  10. We are trying to download the templates for the Assets but get the following message. The specified resource was not found Any ideas please ?
  11. Odd issue this In the email preview in the Hornbill outbox the {{.H_fixby|formatLocalTime}} is showing correct But in the email sent and received it is showing as follows Also, is there a formatLocalDate so it shows 22-03-2021 ? Thanks
  12. We noticed that we are unable to email a user, even though they show as a user in USERS. When we enter that users record the following error appears at the bottom right. Users are updated from AD. We deleted that user record last night, and AD added them during the next sync.
  13. Have tried to share My Dashboards (chart view) to others via the Team level, but seems not to be working? Others in the Team are getting this when they click the 'Switch to my Dashboards' I am correct to think the word 'My' means they can only be viewed by me ?
  14. Noticed this a few days ago. Just looking at a ticket, reading it, not making any changes now sends it to the top of the Request List View. This is because the ticket believes it has been updated in the view. For example, I looked at IN00011752 and when I returned to the Request List View, is it sitting at the top saying "Last updated -> seconds ago".
  15. Would like to create a report that lists feedback; currently can easily produce a report that shows ratings out of five. The following fields are self explanatory; Requests->Feedback Status ID Requests->Feedback Status Requests->Rating What I am still looking for is the Customer Feedback questions fields, as we ask three voluntary questions when feedback is requested. Thanks
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