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Mike Hillman

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Posts posted by Mike Hillman

    Error Code 1 - Could not connect to Server

    in Service Manager

    Posted

    Not sure if this will help you work out where the issue lies, but we experience this issue quite frequently - in our case I am fairly certain it's down to our network infrastructure/internet connection, as whenever we notice the issue occurring if I test access to Hornbill on my own personal PC at home if I'm working remotely (avoiding our VPN and network) or via 4G on my mobile it works absolutely fine, so I don't think it's an issue on the Hornbill side

    When it occurs for us it tend to affect everyone, but only lasts for a few seconds each time

    Bringing Suspended Workflows back to Active Manually

    in Service Manager

    Posted

    29 minutes ago, Steve Giller said:

    You cannot "force" a Workflow past a Suspended state.
    I would suggest having a shorter expiry time, if the waiting for the expiry is what's annoying your customer(s).

     

    This is a bit of a shame if I'm being honest - shortening the expiry isn't really an option, they're set to what they are for operational reasons

    I can think of a number of situations where, with the best will in the world, we've tried not to set the expiry to wait for too long but something out of the ordinary crops up which causes us to have to try and progress the ticket more quickly, especially with the nature of our work - as it stands we end up having to work outside of the ticket and add all the notes etc when the ticket catches up, which isn't ideal as our agents are already pretty overloaded so this tends to get forgotten. Digging out the email from the sent items and actioning it ourselves, again in our environment, is generally a no-no for various reasons

    Being able to manually override a suspended workflow to get it to forget whatever it's waiting for and just get moving again would be extremely useful to get us out of the issues without having to fudge round them

    Bringing Suspended Workflows back to Active Manually

    in Service Manager

    Posted

    Not sure if anyone had any ideas on this one

    We use the External Authorisation node in workflows to send approval requests - I set it to expire after 3 days, after which it loops back round, prompts the agent to confirm the approver is still right, gives them a chance to change it if needed and resends the email to prompt the approver again

    A problem we get frequently is that once the approver has been entered and the Authorisation email sent, the customer comes back and tells us that approver has left/moved/changed/off sick/on leave (delete as appropriate). We then have a list of secondary approvers we can fall back on, however the issue we have is that the workflow is suspended pending the approver responding to the email (which they won't as they're not there) or until it expires (which is 3 days away, and the customer won't wait that long, so we get a lot of shouty nagging)

    so my question is - is there anyway, via perhaps a custom button, that we can bring a suspended workflow back to being active ahead of the expiry in this scenario, so we can continue processing (i.e. loop things back round, amend the approver and send the email again) without having to wait it out or wait for an approval action we know isn't going to come?

    Issues posting comments and changing statuses

    in Service Manager

    Posted

    We've noticed some issues this morning with both posting comments onto requests and also changing request statuses - we don't seem to be able to do either, Hornbill just sits there

    Just wondering if anyone else is having similar issues? We have had some internal firewall/connection issues in the past which have caused issues with Hornbill, I'm trying to narrow down if this might be a Hornbill issue or an internal connectivity issue, especially bearing in mind the update which has just been applied

    Issues with Charts not loading

    in Service Manager

    Posted

    We've started having an issue this morning with charts not loading correctly:


    image.thumb.png.49e84f14865dc4e7c2823c1e2a05454d.png

     

     

    I definitely have a number of charts configured, which I use daily:

     

    image.png.25cf01a3cc7300d6138a4ed1dad9f951.png image.png.e9145be1c83186ce1f2bcda4f258f2ae.png

     

    My boss is having a similar problem - hers are displaying, but the data is completely wrong

    Are there any known issues with the views/charts?
     

     

     

    Restrict Use of Bulk Actions in Request List

    in Service Manager

    Posted

    On 7/13/2023 at 3:08 PM, Steve Giller said:

    @Mike Hillman

    On Hold is not available for the Bulk Actions:

    Update/Resolve/Escalate/Cancel are, along with Assign/Add to Board
    image.png

    These are subject to the same controls as actions on an individual Request would be.

    Well, that's a rather obvious fact I've totally missed! Shows how often I use them.... my fault for assuming!

    In some ways that's even worse, it means people are individually opening tickets to change the status, and ignoring the replies and updates in the timeline....

    not to worry, many thanks

    Restrict Use of Bulk Actions in Request List

    in Service Manager

    Posted

    Not sure if this is possible - I'm having some issues where I suspect some of my staff are using the Request Actions in the Request List to place tickets into On Hold statuses in bulk, in order to make it appear that they have been updated, when they've not actually followed up properly on the tickets individually as they should be

    Is there any way to restrict who can access/use the Request Actions? I'd like to restrict them so my 1st Line Team can't access or use them (as there isn't a reason for them to bulk update tickets)

    Removing Photos from User Profiles

    in Collaboration

    Posted

    1 hour ago, Adrian Simpkins said:

    Hi Mike

    You can remove the images under the User admin facility as below screen shot. I am unsure if there is a setting that can turn this feature off though - perhaps someone else can confirm if such a setting exists

    Many thanks

    image.thumb.png.e5bce600a33b592ac15cb9917ada55ff.png

    Thanks - we'd spied the option on the individual profile for each user so we've removed a few, but it doesn't look like there's a way to do it in bulk

    I think I'll have to take the user education route!

    Cheers

    • Like 1

    Removing Photos from User Profiles

    in Collaboration

    Posted

    I think this one fits under Collaboration

    We're looking for a way to remove, and ideally block people from adding, the profile photos against the Hornbill profiles for our employees

    We're basically having a problem with people using all sorts of images (Football Team badges, pets, cars, all sorts) as their profile picture - our exec team have flagged this as being unprofessional given the nature of what we do and would like us to remove them

    Short of contacting all users directly to request removal, I was hoping there's a way within Hornbill to bulk remove them and block people from adding them but I've had a good look and can't find anything

    Intelligent Capture Error

    in Employee Portal

    Posted

    4 hours ago, Jeremy said:

    Also today we have noticed that custom fields that are set in the IC are not being transferred into the request, so we are seeing some of our business processes failing.

    Has there been an update to the ICs recently that is causing these issues?

    We've noticed the same today as well - all our business processes rely on this, so it's causing a lot of errors and issues. Summary and Descriptions are also not being pulled over in some cases, as well as custom fields

    I don't believe we've been seeing the error pop up on the ICs though, but I'm going to do some testing

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