Emily Patrick

There are dates in, but they are not for "freeze periods" but more to show the level of change restriction we are currently in. (Don't ask me why this has been done this way, but it has). Change raisers can still raise changes during these periods. If this is what is likely to be stopping the change raisers/requesters from being able to change the date/time of their changes in the schedule, I will let our change manager know, so we can do a some testing. Thanks for the response James

This is what a colleague sees when he tries to schedule the change: He can enter the dates, but he can't click the 'Schedule Change' button. I've been able to enter the dates and it the 'Schedule Change' button for him. The Change roles he has is: CAB - <Team name>, Change Calendar Viewer, Change Management User Thanks @James Ainsworth

Hi @James Ainsworth, sorry, I've just seen your reply. I'll have a look at our original change that mentioned the above and will post a screenshot of it for you.

Thanks @James Ainsworth. I'll install the app onto my personal Android phone and confirm it's not an issue for me there either.

iPhone running iOS 15.0.2 and Hornbill app 2.5.13 When trying to look at timeline entries in the app of any job assigned to me, I get the below 404 Page Not Found error: Being able to see what is in the timeline helps our agents who are using the app away on their phones away from the desk with updates already in the job. I've not tested it on Android devices, so not sure if it's the same on Android or just on iOS. Any help would be appreciated.

Thanks @James Ainsworth. I've made a change to our closed message advising when to try again, so can see if that helps. I already have our chat calendar dates/times in use, and have checked the times of this many many times!! I'll keep an eye on how things go, but if anyone can think of any other way we can prevent chats from being initiated after the close time, due to someone having a connected session to Hornbill prior to the chat close time, that would be most appreciated.

Thanks @TrevorHarris we have this enabled already, but it still doesn't help them. I should have put that in my original post thinking about it now.

Hi, We've had a couple of users start chat after out chat support time has closed/ended for the day. Speaking with one user, they had Hornbill open for a few hours, forgot about it, then when they remembered, started the chat, but it was almost 1.5hours after Chat had closed for the day. Is anyone aware of any further/extra measures that can be put in place to try and stop this sort of thing from happening in the future? Can it be that when they click on the 'live' chat icon, it realises the time and comes back with an "opps, sorry, we're closed now!" type of message? Many thanks

Can we add an audible notification and possible browser tab notification for new incoming chats and/or updates in current active chat windows please. We have people who when moving between windows, sometimes don't realise they have an update in an ongoing chat, as they are looking for something to help fix the issue etc. Audible notifications at least for incoming new chats, so they aren't left waiting for ages, as the person is dealing with something else, and doesn't notice the icon change. Thank you.

Similar request to what @nasimg has mentioned above. We would like it so that we could schedule in appointments for drop in support on a particular campus, and would like to utilise a calendar similar to the change calendar, but it's a stand-alone calendar that we can connect to through an icon on the task bar of Incidents and Requests, similar to the other actions that are there at the moment.

Fairly recently a number of our users are not able to modify the schedule of their change request. The Change Manager, myself, and a couple of others can change it, but not the person raising the change. A few of our users have been able to do it in the past, and the last known schedule change a user did was on 18th October 2021. (They are currently not able to select the 'Schedule Change' blue button once making a change to date/time. I've checked the roles of myself (who can change them, but is Hornbill admin too and a member of CAB), a colleague (who is a member of CAB, but not Hornbill admin), and some other colleagues who raise and complete changes and are also members of CAB, but different areas within our department, and we all have the Change Management User role. If there a specific role that we need to give the others so they can change the schedule themselves, or is it something within the BPM that needs to be changed? (N.B. the BPM for our Norman Change hasn't been altered since August 2021). Or is there a global setting somewhere that I've not found where this can be changed? Any thoughts or ideas would be appreciated. Many thanks

Have just run it, and it looks just like what I was looking for. Thank you Bob

Thanks @Bob Dickinson, I've just uploaded it, so will give it a go and give you an update. Emily

I'm looking at creating a report which shows jobs assigned to a 2nd or 3rd line team within a specific timescale. I've got the criteria for the types of jobs (Incident and Request) and the team to look at, along with the date criteria through using the date/time criteria when running the report. The item I'm struggling with is finding the field to use to be able to find when the job was assigned from 1st line to 2nd line. Below is what I have already in terms of the criteria for the report: In essence, I want to see the jobs that have been assigned to the above team (or any team that I chose) from last week (when entering the dates myself). I'm not worried when the jobs were opened, just when they are moved to another team. Many thanks

This could be something that might help with a report I will be looking at generating soon too. I will have a look at what I can work out, using what Amy has mentioned above as a starting point

I know this thread is a few years old, but stumbled across it when looking for something else. I have raised on another thread, about having an audible, or visible tab notification for an update to a chat, once one is in progress. Has this been progressed further since @Alex8000 raised it above? @TrevorKillick Many thanks

Hi @AndyG, I upload each image as needed using the image button, and selecting it from my machine, see below: I've done this on a couple now, where I've added or replaced an image and it then causes the FAQ to not become visible to people, even though it is published and visible to the relevant audiences. I'll give it another go, and will post an update shortly. I've a job already logged with Hornbill Support, so will send the HTML link to the FAQ's I've got problem with via e-mail to the job, so you can see it there too. Thanks Emily

+1 - Like this idea, as currently missing mentions in jobs!

Along with this, is there the possibility of having an audible chat notification? With lots of teams notifications/email notifications/softphone notifications going off, it can be hard to spot the Hornbill chat notification too.

Hi @AndyG, I'm finding a similar issue today with an FAQ. I created it and went in to add some images that were missing - they were a .png. Uploaded them, but then when going back to check the FAQ from the portal home page, the article doesn't appear at all. Have tried changing it to draft then back to published, but no joy. Creating it again as a new FAQ it works, but when go to add in the images in .png or.jpg it just disappears and shows a completley blank page. Other previously made FAQ's appear fine. Any ideas? Thanks in advance

As I was writing the above, I had the idea based from another conditional date setting, that could delay the time they could chose by a period of time, by setting it as an override. For example, we have a 2 or 5 day lead time on certain types of changes, before they can be implemented from the time they are raised. We are able to delay the first day they can select by using an override, as in the below image: I'm looking at setting a delay in the date range on an end date field settings to be 5.04 (0.04 is a 1/24th i.e. 1 hour in decimal form) so that the earliest end date they can select is an hour after the start date. I'm just not sure what I would need to put in the 'If The Following Is True' section to get it validate/work.

+1 - We're finding similar with our change requests. At present, change raisers are able to select the start of their change on say, for example, the 3rd September, and the planned end date of the change is the 2nd September, for example.

Hi, This is possibly something I was thinking about, but more of a stockroom type thing for hardware loans, that would link up to a request form. This would help save time and the use of a spreadsheet, while provide end users live time availability of kit they could borrow from us. I'd be interested if it's on a road map at all, or if there's already a way of doing it. Many thanks

+1 from us on the Change front too. It's something a lot of our change raisers have mentioned since implementation, as our form can be quiet lengthy.

Hello, I'm struggling with the use of anchors within a FAQ. The FAQ in question was copied over from elsewhere with anchors in, which worked in the last place, and will go back to the old place when clicked from the new FAQ. I've tried updating the 'contents' area and with the name of the anchor from within the document, but it's not taking me to that part of the document when clicked. I've checked my understanding via google, and what I can see in the source code appears to be right. I've tried creating a new FAQ with anchors in to see if it's because it's an existing FAQ and I'm not getting very far with it either. I use the anchor option at the top of the window, and it still won't jump down to another part of the same document. I even tried using the source code to no avail either. Does anyone have any idea on how I can get the anchors to work as expected please? Or has anyone else experienced this issue? Thank you