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Mark (ESC)

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About Mark (ESC)

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  1. 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
  2. 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.
  3. 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 ?
  4. 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".
  5. 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
  6. @Victor It is working, down to the location of the Start Timer in the BPM process. Thanks for helping. The node was too early in the process and so when the progressive capture came into play, it did not take effect.
  7. @Victor Double Checked and using the same East Suffolk Generic Workflow Process. Do you know what fields hold the start, stop, resume counters, I could create a report and look to see what is missing.
  8. @Victor Interesting, made some changes, all is working, except for tickets coming in via the Portal Tested Analyst and Email, both worked fine. Tested with Portal, and as you can see from below, nothing applied. Any pointers always received gratefully. Above graphic only has my name listed, so no data issues
  9. @Victor This is a valid point, and am going through all the BPM's and double checking the start and stop resolve timers.
  10. This is a bit of a mystery. Some tickets going through the system are not picking up Request Resolved time, this is only happening with one SLA level which is LOW, but then again not all the time. So date logged, resolved and closed are all populated, but only a few tickets set to LOW are reporting a value for Within Resolve Time. As you can see some Email tickets work, some do not, same goes for Analyst tickets. All Self Service do not work. Any pointers ? Where should I be looking ?
  11. @Victor That will most likely be the issue, start and end fix timers. Can you let me know which node that function come under from the list below. Very grateful for your time on this... and found it under HornBill automation, which seems reasonable. Just need to work into into the workflow now.
  12. @Victor Bascially copied the guidance from Corporate Service Level Agreements - Hornbill Service Levels below. Rules populated SLA for Low Rule, which I have kept very simple.
  13. I have followed the guidance from Corporate Service Level Agreements - Hornbill but SLA do not seem to be applying to incoming tickets. Issue seems to be the following Linked Services When a Corporate Service Level Agreement is first created it will not be available to be used until it is associated to one or more of the Services you offer. In order to associate it to a Service, visit a Service record > SLA's tab > and use the Link button to associate the Corporate SLA. Once the Corporate SLA is associated to one or more Services, you will be able to see which Services it
  14. Working on some reports to work out typical Request Resolved Times. Initial basic report is giving this field as not populated when run. I presume this field needs to be calculated in a process somewhere within the BPM or Progressive Capture stages ? Thanks
  15. @James Ainsworth @Nikolaj Found the solution, bit of a strange one. The two users, now five were set as 'Asset Management (Read Only)', and previously they have been able to view asset without any issues. For some reason that setting resulted in my initial screenshot. I have now set them to 'Asset Manager User' and they are now able to search and view assets as they did before. Thanks for you replies.
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