JanS2000

Morning, the Hornbill mobile app has just been deployed to my work mobile so I can test it before the rest of the team start to use it, but I'm not able to login to it. I get the message "login policy could not be applied". Is there anything I need to do in the configuration settings to allow people to use the app? I've looked to see if there are any roles, but I can't see anything. Thanks.

Hi Steve, thanks. I checked that and changed a couple of notification types to both, I'll check this one though and make sure that's set to both as well.

Morning, I don't know whether I'm missing something or if there's a config change required, but I've been told that colleagues don't receive email notifications, when calls in their queue are updated via email. The setting as I understand it, can't be changed and it's turned on by default. It's never worked and I just thought that was normal, as we get the notifications in the app, however, for our mobile technicians it would be helpful for them to receive email notifications about their requests. I'll be testing the mobile app along with one of the technicians in the coming weeks, so we may not need this function long term, but I'd like to get to the bottom of why it doesn't work, as it would be helpful to the other teams that use the application. guest.app.requests.notification.emailTemplate.analystUpdateFromEmail >The email template to be used when sending an email to the analyst for request updated from email AnalystUpdateRequestFromEmailNotification I've noticed as well, that I don't receive emails for my scheduled reports, I still have to go into reports and download the report from the history tab. As far as I know, all other email notifications work okay, including emails to customers when we update their request when visibility is set to customer. Any advice would be much appreciated. I'm not sure if this is a fault that I need to raise with support, but thought I'd raise it on here first. Thank you.

That's great, thank you James!

Hi Steve, yes, we use the star rating and this is set to email when we close a request. This is only a recent change though, as we previously only had feedback on incidents and not requests. Now I'm thinking about it, after a certain date, it'll basically be a case of counting the number of closed requests and incidents won't it.

Hi, I've checked on the Wiki but can't find specific details how to do this, and I can't get any meaningful information when I try to create any reports myself. I need to report on how many feedback requests we generate, but I can't see a way to do it. I can report on the feedback we receive each month, but I've no idea how many we're actually requesting in the first place. I'd be grateful for any advice or guidance on how to proceed. Customer Service is an important aspect of our service and I've been asked specifically to report on the percentage of feedback received against the number generated. Thanks for your time.

Hi, this topic is of interest to me as we're quite new to Hornbill ourselves, and currently setting up a few initial BPs to automate some elements for the Service Desk, and also amend some existing BPs that were set up originally. I've created a test service already, so could I create a config item using existing BPs and progressive captures, without any changes to them affecting the original flow, or do I need to save/copy the original processes and paste/upload into new processes in my test service?

I was doing it wrong, sorry! It's working

I think I spoke too soon, when I've clicked save to validate the first one, it's just doing the scrolling wheel of death constantly. There wasn't anything to update, but presume I need to go in to each record to verify/validate the info and add additional, but the records contain all the information I have on record already, so no changes made.

Morning @AlexTumber, I've just tried the import after the application update and it's worked this time, thank you!

Brilliant, thank you!

This is what I get, I saw similar error running this tool in Edge, which is our default browser.

I'll give this a go and come back to you. Thanks!

Hi Alex, I've checked the log and nothing stands out, no errors relating to supplier manager. It's just finished processing and this is the error that came up: I've used the template I downloaded from supplier manager import. Not all the fields are populated as I don't have the relevant info, so I wonder if I'm missing some mandatory fields, although I thought it normally gave a list of errors - it did when I uploaded equipment to the asset list.

Actually I think I've found the log files, in platform config? I'll have a look through and see if anything stands out and post back, thanks.

Thanks Alex, it might be something I'm doing wrong, but I can't figure out what. Where will I find the server service log?

Just an update on this, I cancelled the upload last night as I had to log off, so started it again this morning and so far it's been over 30 minutes and it hasn't uploaded yet. There aren't that many to upload so not sure it should take this long. I don't get any errors, just "processing suppliers" and the Hornbill logo swirling constantly.

Hi, I know this is an older post but we're still relatively new to Hornbill, and I'm in the process of populating our suppliers in the supplier manager app. I've downloaded the template and added our suppliers, there are only around 85 entries. How long should it take to run? Thanks.

Hi @Victor, here are a couple of screenshots from two recent calls where this has occurred. The second image, on the original email it says S&W, but shows in the timeline as the above.

Thanks for replying @Victor, I'll take some screenshots and post them shortly.

Hi, I'm fairly new to using Hornbill (from March this year) and have noticed this also happens in our instance. Did anyone come up with a solution or is it just something we need to live with? It's not a major issue, as the OP said, the email the customer gets looks fine, it's just the timeline it happens on. I've noticed also that the same characters show in the timeline when we apply categories/sub-categories, so not solely related to emails in this case. Thanks in advance for any advice/suggestions.