Jump to content

will.good

Hornbill Users
 View Profile  See their activity

  • Posts

    247

  • Joined

  • Last visited

  • Days Won

    2

 Content Type 

Posts posted by will.good

    Update Coding using auto task

    in Service Manager

    Posted

    Hi,


    I have been trialling an autotask to update the logging category to replicate the category of the request upon closure.

     

    I have tried each of the variables but none seem to work? Anyone have any ideas on how to make this work? This will be part of a BP - just using the autotask to test out. The idea is that when a request is resolved, it will update the logging category to replicate the closure category.

     

    I've checked that the category codes match for the codes on my example request with whats in the profile admin section too

    coding-test.draft.bpm.txt

    Preview new User Interface for Core UI

    in Collaboration

    Posted

    Hi,

    When using DB Direct, if you Hide the Table List, the Clear Execute Query and Execute Selected Text do not fit to the site of the screen (if using a scaled window) meaning you have to scroll to the side of the results to run the query

    This is the same when using the actual query text box when composing a new query / editing one.

    image.png.69a4196659805f2a4f5cf52c5f297b4a.png

    image.png.e32983a1d447d526bf805b25f7855ad4.png

    Reporting Enhancements

    in Service Manager

    Posted

    Following on from the response on this post - can I please request the following enhancements to reporting:

    • Ability to format date/time
    • Able to add in columns such as week number (to group counts by week for example)
    • Replace values in cells
    • Functions such as sums / averages / concatenate / rounding / average and add columns based on this
    • Split values by delimiter

    Some examples below of how we are using Datebase Direct which are not currently possible (to my knowledge) in in-app reporting:

    SQL to return request source count (by week) 

    select
weekofyear(h_datelogged) as "Week Number",
DATE_FORMAT(h_datelogged, '%d/%m/%Y') AS "Week Commencing",
SUM(case
when h_source_type = "Analyst" THEN 1
END) AS "Analyst", 
SUM(case
when h_source_type = "Email" THEN 1
END) AS "Email",SUM(case
when h_source_type = "Self Service" THEN 1
END) AS "Self Service",  
SUM(case
when h_source_type = "Chat" THEN 1
END) AS "Chat", 
SUM(case
when h_source_type = "Autoresponder" THEN 1
END) AS "Autoresponder",
SUM(case
when h_source_type = "Request" THEN 1
END) AS "Request",
COUNT(h_source_type) AS "Total"
FROM h_itsm_requests
WHERE (h_datelogged >= '2023-01-02' and
h_datelogged <= '2023-12-31')
group by weekofyear(h_datelogged) desc

    SQL to return count of closure code by month 

    SELECT h_closure_category AS "Closure Category",
SUM(CASE WHEN monthname(h_datelogged) = 'January' THEN 1 END) AS "January Count",
SUM(CASE WHEN monthname(h_datelogged) = 'February' THEN 1 END) AS "February Count",
SUM(CASE WHEN monthname(h_datelogged) = 'March' THEN 1 END) AS "March Count",
SUM(CASE WHEN monthname(h_datelogged) = 'April' THEN 1 END) AS "April Count",
SUM(CASE WHEN monthname(h_datelogged) = 'May' THEN 1 END) AS "May Count",
SUM(CASE WHEN monthname(h_datelogged) = 'June' THEN 1 END) AS "June Count",
SUM(CASE WHEN monthname(h_datelogged) = 'July' THEN 1 END) AS "July Count",
SUM(CASE WHEN monthname(h_datelogged) = 'August' THEN 1 END) AS "August Count",
SUM(CASE WHEN monthname(h_datelogged) = 'September' THEN 1 END) AS "September Count",
SUM(CASE WHEN monthname(h_datelogged) = 'October' THEN 1 END) AS "October Count",
SUM(CASE WHEN monthname(h_datelogged) = 'November' THEN 1 END) AS "November Count",
SUM(CASE WHEN monthname(h_datelogged) = 'December' THEN 1 END) AS "December Count"
FROM   h_itsm_requests
where h_closure_category is not null and (h_datelogged >= '2023-01-01' AND h_datelogged <= '2023-12-31')
GROUP  BY h_closure_category

    SQL to return breakdown of chat sessions by week 

    SELECT
weekofyear(h_created_on) as "Week Number",
DATE_FORMAT(h_created_on, '%d/%m/%Y') AS "Week Commencing",
SUM(case when h_status = "3" THEN 1 END) AS "Resolved",
SUM(case when h_status = "99" THEN 1 END) AS "Cancelled",
SUM(case when h_agent_id is not null THEN 1 END) AS "Accepted",
SUM(case when h_agent_id is null THEN 1 END) AS "Missed",
SUM(case when h_session_id is not null THEN 1 END) AS "Total",
concat(round(sum(case when h_agent_id is null THEN 1 END)/SUM(case when h_session_id is not null THEN 1 END)*100,0),"%") as "Missed %",
SEC_TO_TIME(round(avg(h_response_time),0)) as "Average Response Time",
SEC_TO_TIME(round(avg(h_close_time),0)) as "Average Close Time"
FROM h_lc_sessions
WHERE (h_created_on >= '2023-01-01 00:00:00' and h_created_on <= '2023-12-31 23:59:59')
group by weekofyear(h_created_on)
order by weekofyear(h_created_on) desc

     

    Email Routing Rules Expression

    in System Administration

    Posted

    3 minutes ago, Victor said:

    @will.good

    Does this help?

     

    Yes it does, thank you!

    If I have understood correctly, the correct way to format this would be mailbox = 'helpdesk' AND (fromAddress LIKE 'references@backgroundchecking.experian.com' or subject LIKE '%Reference Request%')

    Meaning it will be mailbox = helpdesk AND either from Address references@backgroundchecking.experian.com or subject LIKE '%Reference Request%'

    • Like 1

    Lock Request Timeline When Resolved.

    in Employee Portal

    Posted

    Hi,

    We are using two stage closure on our requests, but are finding that sometimes customers are replying to earlier comments on the request timeline instead of reopening the request - is there a way we can prevent them replying to the timeline if the request is resolved, meaning they can only use the reopen button?

    View Count on Documents

    in Document Manager

    Posted

    Hi

    Is there any way to see view count / view history on documents? We link to quite a lot of self-help documents in our ICs so would be good to see how many people are clicking through to these. Tagged as an enhancement, as I've had a look around and cannot see any way to see this currently.

    Publishing Database Query to Reports

    in Service Manager

    Posted

    Hi,

    It would be helpful for us, if there was functionality where we could publish a database direct query to reports viewer. We have a number of database direct queries that are set up that it would be helpful to be created as runnable reports, utilising the same functionality such a date filters that exist in the current reporting areas. Would be helpful, so we can share with other members of the team to run (without the need to give them database direct access), also being able to set these up to run frequently / via email would be helpful. 

    Probably a lot more complicated than I imagine, but nonetheless just putting it out there :)

    Welcome Message

    in Live Chat

    Posted

    Hi,

    Is there a way we can change guest.com.hornbill.livechat.portals.portal.session.acceptMessage to pull the agent's first name instead of their handle?

    Default is Welcome! My name is %1, how can I help you today? (assuming %1 is the variable for handle)

    Change to User Name Validation?

    in Service Manager

    Posted

    3 minutes ago, James Ainsworth said:

    I'm not aware of any changes to this area, but I'll have a look and a test.

    The first thing that I did notice is that the last name field on a user account is a mandatory field.  Possibly you are bypassing this via an import?

    image.png

     

    Yes, we are (accidentally) bypassing this via an import... but its only lately that the name is not showing up on requests. It's only on accounts that are created with no last name that we have this issue. We have the name field selected in request settings still

    Change to User Name Validation?

    in Service Manager

    Posted

    Hi,

    Has there been a change to how names have been treated in HB?

    We have around 1400 basic user accounts that are set up for our sites to use, they only have a first name and a handle (no last name). It's just been noticed that now, their names are not appearing on the customer details pane of a request anymore.

    This has not been a problem up until now. I would assume that if an account just had a first name, it would just show this and not hide the entire field?

    Bugs following ESP Update

    in System Administration

    Posted

    @Gerry

    I'm still not convinced this is working properly, there are a few issues still:

    • When selecting group on an email template, you get another box pop up next to it, this seemingly allows you to add a custom group. When creating a custom group, or by using one of the existing groups based on request types, when you hit save and reload the page, the options have not saved. Both the custom group I have created, or the existing grouping I have applied to the template. I have tried using both custom templates, and system templates, but the result is the same.

     image.png.2cd2583f3fc1f3e7dbff64ea057c7047.png

     

    image.thumb.gif.905f318f0e0957d4d1f4b0379a35613b.gif

     

    In short, the new options don't seem to actually do anything?

    • Like 1

    Bugs following ESP Update

    in System Administration

    Posted

    Hi

    Following the ESP Update, we now cannot create new email templates as we get the below error:

    image.thumb.png.72ed5787f73d6c7504254bc19678bf74.png

    We also cannot amend any existing templates as we get the same error.

     

    When using the new Grouping filter, this breaks the page.

    image.png.8959614f34edb210c4d6864310345fa0.png 

    image.thumb.png.0fe9f4f964495045204cf611ac57f7f7.png

     

    Please can this be patched / rolled back ASAP

    Assign Action - Assign to Self

    in Service Manager

    Posted

    Hi,

    I have seen a few enhancement requests to be able to assign a request to yourself via a button, another thought i had which would save us some time is:

    When clicking on the search bar for the assign action, the current user to appear automatically at the top of the list, to save you having to search for yourself. Obviously where the user is not in one of the teams they would not show at the top of that list

    Just a thought, would save us some seconds searching for our own names :)

    Handle vs Full Name

    in Collaboration

    Posted

    Hi,

    Is there a setting that controls where each of these are used? e.g for the customer details on a request we see Full Name, but for timeline entries we see the Handle. Similarly, the notifications for a new live chat session use handle I think, but the customer details pane in a live chat session use full name.

    Where can we specify to only use one or the other?

    For the live chat session notifications, assuming that %1 is handle, are there other numbers which will pull other data? Is there a list of these anywhere?

    Date/Time Formatting in Email Variable

    in Collaboration

    Posted

    Hi,

    We are using Custom Field 21 as a start date for one of our new starter processes. We would like to include this variable in an email template, but are unable to format this as just a date - I am currently trying {{.H_custom_21|dd/mm/yyyy}} but this doesn't appear to be working.


    How can we get the date to display as just DD/MM/YYYY in the template?

    Advisor Feedback Pane

    in Service Manager

    Posted

    HI,

    Enhancement Request

    Can we please explore having an additional pane added to requests (optional) which can be used for scoring a request. I envisage this to look exactly like the normal feedback pane, but this can be filled out by Line Managers to quality check request management, and provide feedback to agents directly in Hornbill.

    I'm thinking of something like adding a Leave Feedback button available on requests, with a form similar to the form used by customers on the self-service request view with pre-determined questions set up in SM config. This will allow line managers to quality check requests and provide feedback to their direct reports on case management. Ideally when this is also filled out, the advisor would get a notification, again similar to how the current notifications work when a customer has left request feedback.


    Just a thought bubble, so am open to other suggestions. Currently, this is an Excel task for us, and would be much more efficient / sensible for this to be hosted in HB directly on requests that were being scored by the managers.

×
×
  • Create New...