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Mark (ESC)

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Posts posted by Mark (ESC)

  1. Not sure what the issue is, but noticed this when trying to view activities for a co-worker.  I could not see the co-worker listed even though I am set their manager.

    Manager for a co-worker is currently pulled in from AD like this.

    image.thumb.png.9999a3e2d62ae8c1861b7ec6d655090e.png

     

    This creates the manager entry against the user which looks like this in the users details.

    image.png.530540af6ab2a8bd0b6a2282b61e3047.png

    However, if I search for myself and select that, the entry above in blue becomes reconciled to my full email address and then within activities I can now select that user.

    So, even though the Manager entry is correct, for some reason Hornbill is not matching ?

    Any ideas.

    Thanks

     

     

  2. @David HallThanks for the clarification.

    If I wanted to know the age of a ticket in seconds from being opened to resolution, which 'Requests-> field' should I refer to.

    Interesting that a ticket placed on hold during the Working Time calendar is correct with regards to accurate on hold time, but placed on hold outside of the Working Time calendar does not mirror that value.  

    Is there way to stop tickets being placed on hold outside the Working Time calendar ?

  3. Might of discovered an issue with the "Requests->Request Total Onhold Time" value, or could it be my understanding.

    Ticket opened at 06/06/2022  11:46:14
    Ticket resolved at 07/06/2022  09:52:11

    Placed on hold at 06/06/2022 17:36
    Taken off hold at 07/06/2022 09:48

    The Requests->Request Total Onhold Time is showing in seconds as 58319s, which works out to be just over 16 hours.

    Working Time calendar is set to start at 8:00, and close at 17:00, so really the on hold time should be just under 2 hours.  8:00 to 09:48. :wacko:

    Question is if ticket was place on hold outside of the Working Time calendar should the on hold time be showing that many seconds.
    From my understanding the Request Total Onhold Time should be from 8:00 to 09:48 which is when the ticket was taken off hold.

    For context, the Requests->Request Resolve Time for context is 19058s which is just over five hours, which is correct, taking into account clock stops at 17:00 and starts again next day at 08:00.

    This only seems to affect tickets placed on hold outside of the Working Time calendar.

     

  4. With regards to a Hornbill Collaboration subscription.

    Will the user be able to 

    1. Access the ticket incident view of Hornbill.

    2. Be notified via email of a activity being assigned to them.

    Is there a page detailing what the Hornbill Collaboration subscription allows the users to do.

     

    Many thanks

     

  5. @Victor

    What do you mean by "requests affected by users being away"?

    Users tend to raise a ticket, and then we receive an out of office when we make our initial reply to them. "They have gone on holiday". :o

    These instances affect our overall KPI as it is now unlikely we can resolve this ticket within a working day, i.e. for us 9 hours.

     

    I need a way to mark these tickets saying they have been out of office during the initial first 9 hornbill working hours of the ticket.

    KPI statistics are done on a monthly basis, so we are not reporting everyday.

     

  6. Sorry, another question related to On-Hold but this time to do with reporting. :rolleyes:

    We want to see historically each month which tickets have been affected by users being on away. (holiday)

    Reporting on the following two fields only shows the status at the time when the report is run.

    Requests->Sub-status Id

    Requests->Sub-status Text

    Is their a way to view the historical statuses applied to a ticket previously in a report ?

    Thank once again.

  7. Morning all.

    We have a couple of users who are not able to view the contents of an email from either the email management screen of the hyperlink from the source email link in the call.

    Screenshot below shows the email manager, email is highlighted but the display panel on the right is blank.

    image.thumb.png.add3aeb956700e16332db878bc5c032a.png

     

    We have made no changes to user rights over the last week, we use Edge as Chrome is no longer available in our organisation.

    Yep, deleted items is high, might need to empty that folder eventually :wacko:

     

    Thanks in advanced for help.

     

  8. Need to automate the process of assigning a ticket to an agent.

    So for example, ticket is created from an email, and is only assigned to the Service Desk, not an agent.

    If the ticket were to get to two hours old and no one has picked it up, I want it to be automatically assigned to the agent that created the ticket.

     

    Only want this to occur for one Team, guessing this is done in the BPM, and pointers please.

    Thanks

  9. 28 minutes ago, Steve Giller said:

     &[global["flowcoderefs"]["getEmailInformation"]["timeReceived"]]  is a variable, you can store it whereever you choose, for example in a Custom Field.

    Thanks @Steve Giller, this is probably where my understanding falls down, how to I assign that variable to a custom field to report on.  That is the step I cannot find any wiki or documentation on.

  10. Hi All

    Been looking at this again, want to log the date/time an email is received into the inbox, and compare it to the time the ticket is then created.

    Using the Node in the BPM for Source Email Details, but then not sure how this works.

    For example, where does "&[global["flowcoderefs"]["getEmailInformation"]["timeReceived"]]" eventually get stored?

    image.thumb.png.fc62380988cd1ec8a10685f54258e9e5.png

     

     

    Been using for reference this page https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Source_Email_Details

  11. We are having the same issue, agent who creates the ticket, assigns it to another team, but they stay assigned to the ticket themselves.  

    Ticket is assigned to an agent not in that Team, and that agent is the agent who initially created the ticket as pushed to another team.

    Because of this ticket seems locked to others in that assigned Team and they cannot assign to themselves.  Hope that makes sense.

    Seems only admin users can assign the ticket correctly. :wacko:

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