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Mark (ESC)

Hornbill Users
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Everything posted by Mark (ESC)

  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
  16. @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.
  17. @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.
  18. @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
  19. @Victor This is a valid point, and am going through all the BPM's and double checking the start and stop resolve timers.
  20. 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 ?
  21. @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.
  22. @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.
  23. 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 is linked to from this tab. Image below says it is linked. Simple rules to apply a SLA to an incoming ticket are in place. but SLA is not applying to new tickets Thanks in advance.
  24. 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
  25. @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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