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AlexOnTheHill

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  1. I see that resolution categories are defined against a service. We have received reports of instances when an incident was presumed to be one service but then the resolution was provided by a different supporting team. That team was passed the call but they could only see the initial service's resolution categories rather than the ones used by the service the call should have been logged against. I guess one way to deal with it is to give all services all resolution categories but that seems to negate the purpose of picking resolution categories for a service in the first place. Would it be possible when reassigning a call to present the resolution categories for the services that team supports? I'm not sure I've explained that one too well but I'm trying to avoid a situation where the supporting team are presented with a call they cannot pick the appropriate resolution category for. I hope this makes sense, if there is something obvious I am missing here please let me know. Many thanks
  2. Hello I have received a request to change the list of available columns in the request list to include the text from the latest update in the timeline (just like with Summary) I think confusion had arisen from Last Updated and Last Updated Date effectively showing the same thing albeit differently, the users expected to see the Last Update Text. I understand that the number of characters may exceed the maximum allowed to populate this field so perhaps it could show the first x number of characters. This would help agents to see the current status of all calls from one view rather than clicking into each one in turn. I hope this makes sense. Many thanks!
  3. Hello, When defining a label in a progressive capture it seems to default to a faded grey, it is trying to be less prominent than the rest of the text. I understand that it is intended to not take focus away from the question however there are instances where the label is delivering information that needs to be equally or more prominent. Currently, I can work around this by using markup but it would be more practical if there were an option within the label to pick between alert (red/bold), bold and basic (grey). I have not yet needed a label to present information in grey, only needed it to show prominently so thus far I have needed to manually set markup for every label, this would certainly save time. Many thanks!
  4. Thank you @AndyG We already make use of Service Bulletins, they are very useful! I am not referring to a Service Bulletin though, I am asking if the splash screen used on login can be customised to run on a carousel for a given period. That way you could have a login screen for January, February etc rather than one screen all year round. Thanks
  5. Hello, I was wondering if it would be possible to add some further customisation options to the service portal. It would be really nice if we were able to allow for multiple splash images and cycle through them on a carousel for a given period of time, eg each day of the week, month of the year I have had a suggestion to have make our background image vary depending on the month and I agree it would be nice to see something seasonal. It would also be handy if we could add text widgets so you can say things like 'for trouble accessing please contact us at' etc Many thanks
  6. Rather than trying to achieve this through the reports I tried to extract all the data then filter for the timeframes using excel, that worked a treat.
  7. Hello, I would like to produce a report for management that filters for specific time periods throughout the working week. Ideally, I'd like to say show me all the calls to [x] department, not raised by self service, not in a cancelled status, logged between [time] and [time] over the course of the last year. Do you have any recommendations for how I might achieve this? I have been going through the filters and nothing quite seems to match. Theoretically, I could manually enter the specific time and date beginning and end date for each date manually but that isn't feasible. Any recommendations would be gratefully received. Many thanks
  8. Hello, I have a request to create a process where the details are emailed to an external address and wait 5 days for a response. The response isn't a problem, that will update the timeline but is there any way for the email to also update the status? I was thinking to look for key words in the email subject to determine the status. Ideally it would be good if we could get the process automated, the only way I can see for this to work is for someone to monitor for changes manually. Many thanks, words of wisdom greatly appreciated.
  9. I couldn't get in on Chrome but pressing F12, clicking application, storage then clear site data did the trick.
  10. Thank you Mary, that's really useful! It's a good overview of what's working which is great, sadly it isn't showing anything that's not working which is what I'm looking for. I have reports in a failed state under scheduling which don't show on the Scheduled Jobs page and those are the ones I need to quickly identify and manually fix. I guess I could use a process of elimination with two tabs but easier if I can just see the status from reporting in the first place. Many thanks
  11. Hello While recreating reports which were created by a colleague who has since retired I have noticed that the filter within service manager reports is a bit limited. https://admin.hornbill.com/[instance]/app/com.hornbill.servicemanager/reporting/ It would be really useful to see which of the reports are scheduled and what the schedule status is (ie running, expired, failed) so you can easily identify which of a list of hundreds of reports require attention. It would be even better to see next scheduled run and report recipients too If these were added to the columns I imagine the filter would then be able to pick them up. I would imagine these additions would be useful for other areas of reporting also. Many thanks
  12. Users are able to pin the details manually for individual issues. It looks like the global setting is controlled by the switch webapp.view.ITSM.request.details.pin here: https://admin.hornbill.com/[instance]/settings/application/com.hornbill.servicemanager/ Sorted
  13. Apologies for the delayed response, I was referring to the Assign Action on a request.
  14. Hello, I have had a number of reports from users that when they open a request or incident from the request list the details no longer automatically expand. Is this a design choice or a bug in the design? It would be ideal if we had the option to allow the details to automatically expand. I've double checked on my machine in incognito mode and confirmed what my users are reporting. Many thanks
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