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Everything posted by Mark (ESC)
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activities Activities List - View other Users Activities
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
Thank you. Have checked our User Manager Mapping settings and they are the same as shown on the link you gave me. Could it be that "Search For Manager Id" needs to be on, so the Managers Name matched in the Regex must explicitly match the full name in Hornbill. -
activities Activities List - View other Users Activities
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
The AD user update ran at 4pm, and the Manager field in Basic Information for the user has reverted to the AD import state, which shows just my name. Subsequently I no longer can view their activities in my activities view. This might be an unknown issue ? -
activities Activities List - View other Users Activities
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@Steve Giller Thanks for pointing me in the right direction. I thought this was the case as my name is listed against the other user profile in the Manager field in Basic Information. This is pulled through with our AD update/import. So in theory this should have worked. I deleted the entry with my name and then added myself manually to this field. I can can pull down that users name in the user's field. Previously only my name appeared in the Manager field in Basic Information, now my name appears with my email address in brackets behind it. It might revert overnight, so will check to see what the situation is in the morning. -
activities Activities List - View other Users Activities
Mark (ESC) posted a topic in Service Manager
I would like to view the current assigned activities for other users. When I click on the available other users I only get the choice to of my own name. Is there a way to add other users to the drop down to I can see their activity progress. Is this a view issue, or possibly the way the activities were created ? Thanks -
User Feedback - Automatic Email Reminder to users?
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@Adrian Simpkins Thank you for this. I will need to take up your offer of help, as will need to know the settings within the nodes and decisions. Our current BPM from the 'Decision' box looks as though it could simply be altered to add a 'chaser' email. -
Our users tend to not close any calls, our current percentage is only 4% of calls are closed by the user and feedback given. Total: 302 Requests | 1 new | 40 open | 52 on-hold | 209 resolved Once resolved users get an email, and the call is automatically closed after 5 days. Is there a way to "automate" an email reminder after 3 days to remind the user to close the call and give feedback. Thanks in advance
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Reports page is now working correctly, the page is now displaying our reports. We did nothing to resolve this, so something must have resolved itself overnight. @Alisha The SSO SAML we will update over the weekend when the service desk is closed. The SSO SAML banner is now appearing on the admin home page , whereas before we only noticed it when going to the reports page.
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Have noticed that our LDAP User Import which creates new Hornbill User Accounts and update existing ones has decided to stop on the 9th September. What basic steps do I need to follow to resolve this issue. Thanks as always. All sensitive data has been blanked out with the awful snipping tool chisel pen
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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.
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Download Template File - >The specified resource was not found
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@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. -
Download Template File - >The specified resource was not found
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@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 -
Download Template File - >The specified resource was not found
Mark (ESC) replied to Mark (ESC)'s topic in Service Manager
@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 -
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
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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.
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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 ?