Sandip Bhogal

Thank you Steve, once i get a response i'll need to pass this on to my senior management. Kind regards Sandip

Hi Hornbill Support team, The Tavistock and Portman NHS Trust is currently in the process of migrating to exchange online. At the moment, we are in the initial phase of the implementation with a complete migration due by mid-March. As part of this project, we are planning to change the User Principal Name to make it the same as PrimarySMTPAddress (Email address). This change will be beneficial for users as it will allow to have one unified address when logging into Office 365 services (such as OWA/Webmail). As shown in the below screenshot example, we are changing the User logon name and NOT the User logon name (pre-Windows 2000). The proposed plan is to make both the UPN and Primary email address the same - APag@Tavi-Port.nhs.uk. Once this change is applied, Axel will be able to log in to his PC and access other on premise resources with AxelPag (as we are not changing the User logon name (pre-Windows 2000). He can also login to his PC with APag@Tavi-Port.nhs.uk. Could you please let us know asap if you envisage this could have any impacts/issues or if it will cause any compatibility issues with your system / the application you are supporting? We will need to understand what work is involved if any impact of this change Will there be any impact on Authentication? Any impact on Emails from the system? We are happy to have a brief call with you to discuss this. Please could you come back to us by the 5th Jan? Please get back to us by email with answers to these questions. Thanks Sandip

Hi, I've created new service called HR, and now i need to create mailbox for them called support3-tpnhs@live... with a password allocated to be setup soon as possible. I've got premium support available also, not sure if this is something that needs to be put on the forums, not sure if there are other ways of communication with the Hornbill support, keep getting told to use forums all the time. Please advise, many thanks Sandip

Hi Dave, I see them appear just before ticket gets created. I've requested someone from Hornbill to show me a way around this, i got few instructions to do so, just got even more confused...I've booked session with specialist next week. Was told to do this: Priorities are different from Service Levels on Hornbill. As mentioned during our call, priorities are not filtered on Hornbill. When you include the priority form on the progressive capture, all active priorities are displayed. To show a subset of priorities e.g only P1 and P2, you need to Create a simple list with these 2 priorities Add a customised form question which displays the priority simple list Add nodes to your business process which updates the priority field on the request based on the answer from your progressive capture.

Under my Service Portfolio, i have a SLA which contains I1, I2, I3, I4, I5, P1, P2, P3, P4, P5, P6, P7, P8 for all the tickets we create. For example a new ticket raised for Internet not working for team of 4 in the building be classified I2...before a ticket is created we will give it a I2 (Incident 2). I created new Service called HR and i'm trying to replicate the same format we use for IT but we are trying to just keep P1, P2, P3, P4 options only. I've also linked service to the HR service category, also done P1 Targets for response and resolution timing. I tried to test the SLA by creating new ticket for HR service, somehow its not working i'm still seeing I1, I2, I3, I4, I5, P1, P2, P3, P4 etc options...what am i missing?? Please advise. I created new Service called HR and they only need P1, P2, P3, P4 options. I also called this SLA a HR SLA, The IT SLA is called General IT Sla which is not part of the HR service category. I had a look into the Wiki, no luck so far, as it talked about Business processes/progressive captures but i checked all of that for the HR service, not sure why im not getting the HR SLA to come up. I would appreciate your help. I've also attached a document with screenshots to what i mean if this helps. Kind regards Sandip SLA Hornbill help setup.docx

Hi I needed some guidance on how do i create new category on Hornbill, is there a guide?

Hi I have a user who's on annual leave and we need to swap their license for another staff member who will take over. As we run out of licenses can I just do a straight swap? How can I do this on Hornbill as administrator?

I go to admin, system, organisational data, users and select the user im dealing with. Then I change their Type from basic to user. This is greyed out. I am new to Hornbill and require assistance or guide on how to give users access if there's another way to do so. I would appreciate your help. Many thanks Sandip

Hi Dave, I managed to delete category by going into service portfolio, from the right hand side of the category there was a delete icon, which I didn't see before. Managed to get there at the end. Thanks Sandip

Hi Dave, Thanks for getting back so quickly, appreciate the response. I had a look into this and still wasn't successful. What I need to do is go into Service Portfolio and be able to delete category, im not sure how to do this, is there a simple guide for this? I'll also need to sub category in a different section. I'm in the right direction but am stuck what to do next and how to delete/add categories.

I need to take out a category and add sub category under another category. I would appreciate a step by step guide on how to do this. Kind regards Sandip

Hi, We have an issue that we keep receiving Hornbill ESP Message Processing Error through MyTAPSupport, please help or advise what we can do to tackle this issue. We don't know much about this. Kind regards Sandip