[Portal Home Page for sub Company not showing customers active calls]

We have created a Portal Home page not associated with the Primary Company.

All works fine, apart from the Widget - Service Manager - Requests, the user's current raise tickets are not showing.

However the ticket can be navigated to from our Service Desk email links, so ticket does exist.

[Activities - update button not working]

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.

 

[Error Could not connect to instance: timeout - Anyone else ?]

We are back, outage was about 10 minutes. 

Thanks

 

[Error Could not connect to instance: timeout - Anyone else ?]

Error Could not connect to instance: timeout - Anyone else ?

We are unable to get to our instance of Hornbill Service Manager, and Harry Cane is back on the front page

Service Status page not reporting any issues, and all our other internet based services are running as expected.

 

[Search customer not resolving to known users]

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 

[Unable to create a new team]

@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. 

[Unable to create a new team]

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.

[Hornbill service disruption]

23 minutes ago, Mark (ESC) said:

Same for us, spinning Hornbill icon of doom .  Time for cup of tea number two!

Clearing cache did not help, we use Edge.

We are back, all users.  Thank you.

[Hornbill service disruption]

Same for us, spinning Hornbill icon of doom .  Time for cup of tea number two!

Clearing cache did not help, we use Edge.

[There are no charts configured or visible]

@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.]

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 

 

[There are no charts configured or visible]

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. 

[Unable to 'Share With Group' in activities.]

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.

 

[Category set but not set]

@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 

 

[Category set but not set]

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. 

 

[Set default view to "Show Card Titles Only"]

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.

[SLA - Add Target button is missing]

3 hours ago, David Hall said:

Hi @Mark (ESC)

I've rolled out a fix so you should now be able to add/edit the targets.  Let me know how you get on.

Kind Regards,

Dave

Thank you @David Hall.

Add Target button is back, and I have been using this afternoon.

[SLA - Add Target button is missing]

@David Hall Thank You.

Do you have a date for the next SM update to be released?

[SLA - Add Target button is missing]

Hi

Amending the SLAs and the Add Target button is missing.

Any ideas? have tried both Edge and Chrome.

[Reopened ticket is immediately closed.]

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. 

[Customer Feedback - Enable Star Rating - Not showing correctly]

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.

[Portal - Intelligent Capture - Not proceeding to next node on clicking Next (nothing changed)]

@Victor

Using https://live.hornbill.com/

The Service Service Portal was used a couple of times this morning, last time was 9am, so we know it was working.

Will send the PC definition file to you via private message.

Thank you.

[Portal - Intelligent Capture - Not proceeding to next node on clicking Next (nothing changed)]

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

 

 

[Available Display Columns]

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

[Pulling Organisation and Department from AD]

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