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Everything posted by Mark (ESC)
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We are updating our activities, mostly removing the "Show Start on" as we just use "Due on" dates But unable to update the activity due to the update button staying grey out/faded. Even adding an item to the checklist, the update button is not working.
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Error Could not connect to instance: timeout - Anyone else ?
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
We are back, outage was about 10 minutes. Thanks -
Since Tuesday morning, when we create a new request from an email the user no longer automatically populates the search customer field. We have not made any changes, this did occur after the brief loss of services yesterday (14th Dec) just after 10am Thanks
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@Victor Thank you. Did believe that would auto populate from the Name, but added a name into that field with no spaces, and all working great.
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I wanted to create a new team, but the Create Team button remains greyed out. This is the same for a create new team or a new child team. Is there a step I am missing or a license restriction. We currently have four teams.
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Same for us, spinning Hornbill icon of doom . Time for cup of tea number two! Clearing cache did not help, we use Edge.
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There are no charts configured or visible
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@James Ainsworth Back from a week off, and the charts are not showing for staff. They can see the view via View and Shared Views, but the chart is no visible. I have checked the share settings, and reshared to Team and User, and also made sure the chart eye is set to 'chart is visible' -
Unable to 'Share With Group' in activities.
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
Hi and thanks @James Ainsworth This pointed me in the right direction, drilled down once more to Team members, and the only Co-Worker we had issues with was set to no for both Task View and Action. All sorted now -
As of this morning, staff on the Service Desk are unable to view any charts that I have shared to them. We have made no changes overnight, but all staff are affected, apart from me, as I am able to see all my own charts.
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Have an issue with just one Co-Worker, who when assigned an activity, we are unable to share the activity to their group. If we choose any other user, we are able to share the activity with their appropriate Team/Group, but with this single user we are unable to, the Share with group does not offer or allow any input. The users' permissions and settings are identical to those of others in his Team.
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@Steve Giller & @James Ainsworth Thanks for helping. Issues does look to be the categories were moved or deleted between the ticket being resolved and the ticket being closed. Been watching the resolved tickets close successfully by the BPM since I posted the issue, and all has been fine. Thanks for your help
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We noticed on some calls the BPM is failing to automatically close calls after five days of being resolved. On closer inspection all these calls have the same issue, the category tag is green indicating that the category was not set. But category selection is mandatory when creating a ticket from Raise New, and a downward arrow in the image below would indicate the category has already been chosen. Affecting about one call in fifty.
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Is there a way to set the default view for the lanes to "Show Card Titles Only" Prefer this to be the default view before I share the board.
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Thank you @David Hall. Add Target button is back, and I have been using this afternoon.
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@David Hall Thank You. Do you have a date for the next SM update to be released?
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Hi Amending the SLAs and the Add Target button is missing. Any ideas? have tried both Edge and Chrome.
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For some reason when a ticket is reopened from previously being resolved, the following happens (screenshot) Can anyone give any ideas as to why this is occurring. Thanks Happy with my name Mark being displayed.
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Hi all We have an issue with the following -> Customer Feedback - Enable Star Rating - Not showing correctly You can see from the screenshot below the stars are not showing, and the customer is not able to click between low to high. Customer is able to leave feedback, but it will always come in as one star. Any help is gratefully received.
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Hello Our Portal Intelligent Capture has stopped working this morning , we have not changed this intelligent capture recently. This was brought to out attention as a user was not able to give feedback when closing a ticket on the Portal. Clicking on Next does no proceed to the next page. Is there an known issue today with regards to the Portal. Thanks
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Are we able to add customer "Available Display Columns" to co-workers ticket view. I would like to show a column detailing how old the ticket is in whole days, is this possible, or is there another way for this to be achieved? Many Thanks
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Hi I would like to setup a better organisation structure for our Hornbill, therefore populate both Organisation and Department from AD. Can someone kindly send me the link for the how-to page, and if possible if anyone can post the some data import config images for me to reference that would be very handy. This is in preparation for adding a new domain/company in the coming months. Thanks