[Report an ICT Issue - Form Design Location in Hornbill Administration]

Want to alter to look of the following form below. 

This is the form that is presented on the Employee Portal when you click on Report an ICT Issue.

Want to change wording and also add a couple of extra fields for the customer to complete.

[Your request has been resolved - change standard answers.]

It is possible to change the text in the standard green and red answers in the Employee Portal one a ticket has been resolved.

At the moment the wording in the red button is a bit blunt.

[Customers/Users reopening Ticket via Employee Portal]

Hi

Once an agent has closed a ticket, it is possible for a customer/user to reopen the ticket via the Employee Portal.

We would find this useful for the customer/user to be able to reopen a ticket.

[Raise a System Request with ICT]

@Daniel Dekel

Thanks for the reply.  

Would be good to have this as an option.

In the meantime does anyone know how to remove this item from our ' My Services' on the Employee Portal.

I know I added it, but forgotten how I did this.

[Raise a System Request with ICT]

Hi

Currently have 'Raise a System Request with ICT' on the Employee portal after I click on My Services.

Would like to remove this or have this link redirect to another website url

Preferably would like it to link to another url, is this possible?

[Available FAQs in Ticket Reply]

Hi All

Is there a way to order the view on the "Available FAQs" when replying to a ticket.

We gave the FAQ meaningful categories in the first part of their title, but sadly the "Available FAQs" seem to be in published order ?

Is there a way to order alphabetically, as this will help us locate the FAQ's quicker.

[Single Sign On Failure]

Update on our issue.

Have checked our certificates located at Home > System > Security > SSO Profiles and they are all valid.

We have one user who is able to login via SSO.

[Single Sign On Failure]

Morning

No changes made to by us onsite, but this morning unable to login to HornBill.

Get the following with Edge

And get this with Chrome

Any ideas, could it be certificate?

 

[Adding FAQs, what permissions or groups]

Hi

We are starting to transfer our FAQs into Hornbill.

Couple of the Service Desk Team are unable to add new FAQs due to permissions

Cog -> Service Manager -> My Services -> "IT Support" -> FAQs -> +New FAQ

What group do they need to be in ?

Thanks

 

[Create a report against key word in Request>Summary Field]

Thank you @conor

That worked.

[Create a report against key word in Request>Summary Field]

Hi All

Probably easy, how do you create a report against key word in Request>Summary Field.

So looking to create a report that lists an requests open or on hold that start with the word 'Leaver'

Thanks

[Building up FAQ's for Employee Portal]

We are creating our Employee Portal over the next month and one of the areas we need to build is FAQ.

The only YouTube video I can find is https://wiki.hornbill.com/index.php/Service_FAQs but this seems to relate to an older HornBill Version.

Where in the Administration section do you create and assign FAQ's.

Thanks

[Against Custom Criteria - How to return request where category is blank]

HI @Bob Dickinson

Thanks for the help on this, it does work, almost.

Being prompted for a value as in the image attached. 

 

[Against Custom Criteria - How to return request where category is blank]

Hi

Before moving forward with our Service Manager I need to make sure 'categories' are completed on requests.

Is there a way to run a report where category name of id Against Custom Criteria is blank.  Not sure of the source code to place in the field.  Thinking is might be {null}

Thanks

[Report for same day resolution of Requests]

Thanks Victor aka Hornbill Sith Lord, worked perfectly. 

Scheduled to run at 5pm on workdays.

 

[Report for same day resolution of Requests]

Hi All

Has anyone created a report which can be run at the end of the day showing same day resolution.

So requests open today and closed today.

Have tried a few combinations with  h_datelogged  and h_dateresolved  but having no luck.

Thanks

[Incidents or Service Requests (On a date)]

Thanks Steve, that is what I have done, set the scheduler to -1, which should run it at 5pm each day

[Incidents or Service Requests (On a date)]

Hi

Has anyone created a report which allows you to see the number of Incidents or Service Requests on a certain date.

We would like to do a Monday report for close of play on a Friday, but this sort of report currently only shows you what is now

Thanks

[Failed to save downloaded content]

Hi

When trying to download a report that has the completed status, I get the following error message.

Error - Failed to save downloaded content.

At the moment I am able to run reports, just not able to download either .csv or .pdf.

Thanks