Jim
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Enhancement Requests
Posts posted by Jim
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They are all my own views also and it shows as above
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just to follow up, the end user can the go into my requests and click the drop down here
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Hi, providing you set these up as contacts or external users you can go into an organisation and tick a name against the requests,
so firstly open up the organisation and then scroll down to requests and click portal access. Hopefully this helps @TWoodford
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Hi,
This has been an issue for a while but I thought it would eventually go away. When I search my views in the request list it doesn't include the shared views and it doesn't actually return anything I have typed
I have 3 views prefixed as issue
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Same here, nothing in the change calendar
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Essentially a Copy assets ?
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Hi,
I would like to be able to get assets from a existing request, and when a new request is logged be able to get assets from said request and link them to my new request.
Scenario: Change management standard change requests in the initial request for a change to be standard I would like to be able to capture these assets once, Then based on a Request ID get the assets from the original request and link them to any future standard changes
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For some reason we have ended up with borders all over the widgets on our home page but the settings still show as no border?
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@Steve Giller ahhhh a very good point,
It has now gone into the Failure folder, the process does enforce a priority and team assignment, I would think if it was this it would have already logged the request etc before it hit these as a problem.
I have added decision nodes to the processes to check if team, priority is set but still failing, I am very much lost on this one as it doesn't fail in the process at all no obvious errors other than the email not being moved to the correct folder, would there be a log anywhere that would show why it see it as a failure?
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I did look at these whilst configuring the routing, the rule half works but just won't move the email to the Archived folder, I have other rules that do just updates to requests and these work fine also, the request gets logged successfully the customer is set same for summary and description just the email won't move
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Hi,
I have been testing the email routing templates with one of our help desks that works predominantly from emails, Everything does what I have asked other than the moving folder and marking as read, when I use logOrUpdateRequest it moves the email and marks as read, logs the request but does not go to team I have set, alternatively when I use raiseNewRequest, it logs the call correctly, goes to the correct team and follows the right process but the email does not get marked as read and moved to my chosen folder?
Very odd one as the information is all the same in the routing rule template, other than logOrUpdate not giving an option to use the template. Any ideas on why the email doesn't get moved on the RaiseNew operation please? I have triple checked the spelling of the folders, the regex is a simple toAddress = 'supportdeskemailaddress'
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Is there anyway at all to make the time spent automated upon actioning? or set a default time spent on all actions? at first glance if it's not automated or enforced on all actions I would question the integrity of the report on time sheets
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Hi @Steve Giller,
I will look into it however it doesn't seem like the direction we would want to go as we don't use the timesheets on Hornbill, In support works we used to have a 'touch report' which showed anything an analyst had either updated, assigned, resolved etc within a given time period.
The h_buz_activities seems to provide what we want however I can't add a chart to the personal dashboards with this. When going into a request the data does exist it's just we are unable to access it from a request list view so I would need to put this chart in the advanced analytics dashboards so they won't all be in the same place
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I would like to create a chart/report showing actions completed by the service desk by week. This is something our Service Desk manager has asked for to report on performance, The request list only has 'Last Updated By' and not a general updated by that I would of hoped to use for this
Thank you for any assistance
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Hi,
Before I log a request I'm hoping this is as simple as a permissions issue. When users complete an activity it does not show in the request list the last updated date correctly, however whenever an admin does, it shows the correct date which is the same as when the activity was completed. Does anyone know how I can fix this?
The activities are being manually created from a template
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Hi Steve,
Thank you for replying, I will move my fields around where I can
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We can add custom fields to our custom views however what we can't do is view the extended table in this, is their anyway we can do this or could these be added?
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I would like to display a data query dynamic drop down that will list all assets with a sub status of for example 'in stock' ?
I would like to include this in my starters process for allocating hardware, is this possible at all as I can see assets by type and class just not status or sub status?
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any help on this would be much appreciated
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Hi,
I have created a widget which will show me the predicted hardware to provide however, I would like it to only show me the hardware required for the following week where h_custom_21 (being a users start date) is between start of next week and end of next week or current week maybe?.
I did try the common SQL in the filter but it doesn't like that on the widgets for some reason, Could someone please advise how I could achieve this?
for example
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We would like to run 2 scripts for an SCCM import, one will do the servers and one will do the laptops, desktops etc.
Is anyone able to confirm if one script would delete the other assets if we did this or would this work fine? how does the deletion of assets work in Hornbill? I know users is a separate script to archive the users
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We use the SLA and Priorities to do this, we have a specific SLA for VIP's and we go one step further in all of our processes relevant to a VIP and have a decision to check if this is the case, if so we send an email to a distribution list of the request, and a checkpoint in the HUD stating VIP as well as the SLA on the right hand side also showing it is a VIP
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Thank you for getting back to me
Luckily I managed to find this myself yesterday in just enough time to make myself look good
is their any guidance/documentation on the 'sets' at all?
Guest accounts
in Service Manager
Posted
https://live.hornbill.com/{instancename}/contacts/ I think the link to manage contacts is here, those button for me manage portal access, passwords and log in ID after ticking a relevant contact from the list, hopefully this helps?