JanS2000
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Enhancement Requests
Posts posted by JanS2000
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+1 from me. I'm sometimes asked how many times a user has chased up a request or resolution if a user has escalated something to the department manager and although the team update calls most of the time, I'm not sure all these instances are captured in the timeline. If a user has the option of actually chasing up on their ticket via the portal, I'm sure that would prove quite useful.
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+1 for custom fields for us as well. We need to add some assets that have info we need to capture, that don't fit into the headings currently available. This is for our facilities department though, I don't suppose there would be a specific template for facilities would there? I've looked and haven't found anything so was just going to use the General asset template.
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Please could we be added to the list of interested parties please? We do get feedback but not reflective of the number of calls we deal with and I think being able to select the star rating, and leave additional feedback if required from within the email itself would be more appealing to people who don't want to go to the portal to leave feedback.
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Thanks @Victor. I'm sure the emails I received were relating to solutions posted here on the community forum though, and not Service Manager etc. I've just looked for the last email I received but can't it now so must have deleted it. If I get any more I'll post an update.
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I'm having the opposite problem in that I've stopped receiving notifications for calls I'm the owner of, but still get notifications for calls I'm following or are a member of. Mine just seems to have stopped this week, it was working okay really, apart from the email notifications which don't work and I've already got a support ticket logged for that.
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I'm interested in a variation of this, for support teams and/or contractors to carry out preventative maintenance routines on a yearly basis. It would be good to have some way to raise these automatically on specific dates each year (or every 3/6/12 months depending on the requirements), without having to log them all separately from scratch each time.
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44 minutes ago, Victor said:
@JanS2000 @Adam Toms : for future reference
I'm not going to claim I understand all of it but the excel sheet is brilliant and has helped me no end, you are a star @Victor, thank you! I've updated the SLA I was stuck on and just done another test, which has resulted in the target resolution date of 6th January, which is bang on, thank you!
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Thanks @Victor, I'll take a look at this.
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2 minutes ago, Adam Toms said:
Hi @JanS2000 this will be based on your working time calendars. You can check this in the working time calendars in the Platform configuration setting.
So for example for us our working day calendar non 24 by 7 is 9 and 3/4 hours.
Which might explain if you go by days it is much longer. So on a one day resolution for us, it wouldn't be 1 day. It would be 9 hours 45 minutes. 2 days would be 19.5 hours etc.
Hope this helps.
Many Thanks
Adam
Thanks @Adam Toms, I'll have another look at the calendars, I appreciate your help.
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Thanks @Steve Giller. I had a look at the working time calendar we use yesterday, and it doesn't look as though bank holidays have been applied. I think we have a bit of work to do around that as most requests/incidents wouldn't be picked up during bank holidays but we have an out of hours, on call team and the calendar for them would need to be 24/7 365, so maybe we need a separate calendar for that particular priority. Thanks.
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Morning, I'm hoping someone can give me a nudge in the right direction or point out what I've done wrong please. I've created a new BPM and service, and Priority and SLA to go with it. The response time is 4 hours, resolution 5 days. I've set these in the config item SLA but when I've created test requests against the new service over the last 2 days, it's setting the same target resolution date of 16th January. I can't work out where I'm going wrong, any advice would be most welcome, thank you!
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Thanks @Steve Giller, they're all visible. It was the advanced analytics dashboards that I thought would come through to the request list, so thank you for clarifying that they won't.
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Thanks @Adrian Simpkins, I've already shared them with the service desk team, and with me specifically, but I'm unsure where other people will be able to access these, as not everyone has the same level of access as me. I've been accessing them via the config settings.
Thanks for your help with this, I appreciate it :-)
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Okay so I've created some charts in one view we've got, which show when I click the Dashboard icon in the request list which will be okay for some basic charts, but it's the dashboards I created in the config (advanced analytics) that I expected to see in here. Where are those visible? It's something I want to share with managers and other ICT teams, but I can't figure out where they would see them.
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Thanks Adrian, I'll check that. Yours looks different to mine so I think I've missed a step somewhere. I'll have a look at the view settings themselves and see what I've got in there, thank you!
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Hi, I've created a dashboard and everything looks okay, they're available for use and shared with various teams, and I've also shared them with myself, but when I click on Switch to my Dashboards in the request list, I get the message " ! There are no Charts configured or visible". I've checked the WIKI to make sure I've set it up right, and it all seems to be. Do I need to enable something to make them visible? Any help or advice would be much appreciated, thanks.
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More things not working @Deen, affecting the team as well as me - we can't put calls on hold or use the email function within a call now.
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It didn't fix it for me either, but something else is not working now, for me at least. Since clearing my cache I've lost all the calls that were in the request list, I can't see any of the views I'd set up or the services, nothing at all - just a blank screen
. I've advised the team not to clear their cache if they haven't already. Not sure if this is something just on my end or not. I can get into the emails and see the employee portal, service portfolio, assets and suppliers, just not requests.
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Thanks @Deen, I'll try that and let you know if any more problems, thank you!
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We're experiencing the same issue @Deen. I was going to raise a support request but I'll follow this thread for now. Please let me know if there is anything I need to do.
Thanks!
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Okay thanks, I'll raise a support ticket.
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Our customer information still isn't populating from emails (at least it wasn't when I tried it a little earlier).
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The customer not being picked up is what we're experiencing at the moment. Do we need to do anything ourselves or will it be something Hornbill fix globally?
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Hi, I have received reminders via the forum to mark solutions to the issues/problems I've posted, but I can't find a Mark as Solution button. I've looked a few times over recent months but no joy. Am I missing something very obvious?
Knowledge base - Are there any plans to allow the search to return documents as well as faq's
in Service Manager
Posted
+1 for us too, this would be very useful.