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Berto2002

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Berto2002 last won the day on March 11

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  1. I copied a change today and it DID pick-up the latest generation of the Workflow. This is different behaviour from last time I tried but that was 12+ months. Hurray! (I think). Just wait until I want it the other way around lol @Adrian Simpkins
  2. @Lee C so no, you cannot have the sent email showing on the Request but what you can do is add a node in the workflow that updates the timeline with information that replicates the email sent to the customer (but without all the html etc).
  3. Just for confirmation is this what it should look like? If I inspect the element it's this: I just ask because in this other chat, Daniel implies the new UI font is "slightly... bigger" but our experience is that, after the change, the font we see if smaller and more compressed. I don't have a problem with it but as this change was about consistency of experience I wanted to check that what we see is what you're sending out. Our "new UI" used to have the same font as this forum.
  4. Why are you getting emails in from archived users? Can you add a node in your workflows before they get assigned to Service Desk to "Get User" details and then have a decision/expression based on the Account status to cancel/close any tickets raised for emails where the user is archived (and perhaps send a nice email saying please do not email us again or what to do to activate their account)?
  5. I'm starting to see a new font for my UI, is that expected?
  6. We are talking about that; except we seem to have different experiences... unless something has changed since we last tried it...
  7. We have worked-around the custom_33 issue by using another custom field, thank you. though.
  8. It's quite a big question but involves this at the high level: Ensure you have "start response", "start timer" and "mark response" nodes in your workflows; and that they all go through resolution and closure to end Ensure you have at least one global Service Level configured and linked to the Service portfolio configuration for each service Then either get into the Reporting engine and work on a report that brings back the Breach and Response Time and Resolve Time which is available when you select Report Using An Entity and select Requests OR you can look at the Widgets and Dashboards to give you data online See what you can find in the documentation along these lines. I am not sure about averaging; I don't think that is possible in the Reporting Engine. It may be possible in Dashboards. I think you would need to use a data aggregator like Power BI to do that.
  9. I recognise this potential for issues and for users this would be an issue. From my perspective, the benefit of the choice would be to ADMINS like Adrian and myself where we can make an educated choice.
  10. And we got the Jira to Hornbill working too using the above! Now we have a basic configuration, we can try some new things. Thanks so much @Gareth Cantrell. I hope others find this resources useful in future.
  11. @Victor do you know who to direct this to please? Seems we cannot remove the proxy reference.
  12. What's use case here? What are you trying to achieve?
  13. +1 for two reasons when people clone a change request (like the last time they upgraded a system 6 months ago), it picks-up an old change workflow from before our last release and it scuppers the CR so I have to cancel it when we find issues in a production workflow that we can fix quite quickly and republish and want to copy the original request so we don't lose the questions data entry or Request field values, we have to re-log from scratch (as per Adrian's case) I would always choose to "Proceed with Active Workflow" (the latest version of the workflow previously used) or "Proceed with Selected Workflow" than "Proceed with Original Workflow"
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