Lynne Aldridge

Hi, We are looking to perform some administration on the categories we have and rather than deleting (in case we hit issues) we would like to hide a number of them. Firstly is this possible and if so any instructions would be really helpful. Thanks

This is now working for us. Thanks for your help

Hi, Our users are getting this message when trying to log calls through Customer Portal and was hoping someone may have an idea of a fix Widget [homeCoreCatalogServices] not available due to an error when plugging in Thanks Lynne

A number of users have hit issues when updating in certain fields with the following message : Please limit the details to 840 characters. This happens when they hit return and can happen when they have only put one word in the first line.

Thanks both for your feedback there really useful and has helped us with this issue.

We have from time to time very sensitive calls being raised. I was wondering if it is it possible to restrict who can see the update details of an Incident or SR

Thanks so much for your reply. I can see this now in actions. Shame about not being able to chose the category also but this definitely helps.

Can anyone advise on how I can bulk assign / set categories and close tickets (if at all possible). We have a campaign going on that auto generates tickets and except for reporting on numbers we need to ensure we can deal with them quickly. Thanks

Hi @Emily Patrick Thanks so much, this worked and I am able to retrieve the information. Regards Lynne

Hi Steve, This is to send to someone who does not have access to Hornbill unfortunately otherwise yes this would have been ideal.

Hi, I would like to know how to extract the timeline from a call in a format that this can be sent to someone by email. I would like it to include dates and times if possible. Thanks

Can you advise if there is an option for engineers to set themselves reminders to follow up on actions against a Request.

Thank you for this it really helpful.

Thanks for your help - this is where we had the issue

There are 2 Guest Accounts we want to remove but we have no way of removing them – no delete buttons and we can’t click into them so this may just be a permissions issue but really would like to know how we go about this.

We have a couple of people who have left but originally worked on the service desk. They were both involved in setting up processes in Hornbill and workflows and both dealt with a ton of calls. As they have left we would like to ‘archive’ them off however we just don’t know if that would affect reporting or break workflows etc.. we just need advice on this