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Steven Boardman

Hornbill Product Specialists
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Steven Boardman last won the day on October 14

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About Steven Boardman

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  1. @Alberto M thanks for the additional information, i can replicate and it looks like it is an issue with the feedback pop up for all requests on the service portal, i have raised it as an issue for the team to look into
  2. @Alberto M thanks for the post. Are you saying the request owner can't provide feedback? or the request customer can't provide feedback? The only person who will have the option to provide feedback on the request would be the request customer via the self service interface once the request is in a closed status - and only if the feedback option has been enabled for the request type and service the ticket has been raised against. Could you provide some more info on scenario? 1. In the Service Portfolio, for the service the ticket is raised against, and the request type - is the feedback option enabled? 2. Possibly check that the feedback has not been set to be time limited, and if this has timed out for this request? 2. What does the request customer see on self service when viewing the closed request?
  3. @David Longley in your P1 Service Level, you would need to configure an escalation action, an email (like below) If your P1 Target was 2 Hours, then set the Escalation Action to be 2 hours before the target This means if you log a new P1 request, the email will be triggered immediately if you have the following setting enabled: It will mean if the SLA rules on a request changes it to a P1Service Level, the email will still be sent because you have set it to fire past email events i.e if you may have changed it from a P2 to a P1, 30 minutes after it is logged, and the target for a P1 is 2 hours. As there is an escalation action to fire the email 2 hours before the target - then the email would still get sent even though it should have been sent in the past (even though there is now only 90 minutes until the P1 target is due. Hopefully that helps, failing that do reach out as Victor suggests to the the product specialists
  4. @chrisnutt option 1 was just about the ability to assign approval tasks to roles, and in doing so the users with that role would receive an email notification regarding their approval. To set this up you would: * Use a Hornbill Automation node > Hornbill Collaboration > Application > Utility > Get approvers by role - Choosing the role to be the approver and approval type * Follow this node with the Auto Assign Authorisation node The end result being any user with the chosen role will be added as an approver in a process, and will get an email notification about the approval, and their Hornbill notification as well Steve
  5. @Stephen.whittle not as yet i'm afraid, i've asked the developers to look at the options for this. It will need a small story to enable it, and it will need to be prioritised against other stories in the queue. As it is prioritised, and scheduled we'll post updates back here.
  6. @David Longley from your screenshot, it looks like your rule is pretty much like you need it , with the Service Level field then holding your defined P1 service level, rather than the current Major Priority. If you need a little more assistance, hopefully the product specialists should be able to assist as Victor indicates above.
  7. @David Longley ok, so given what has been said above in the earlier post - if you want an email to be sent when a priority is set to P1 or P2 1. Inside your Service Level Agreement, you need Service Level Targets for P1 and P2 2. In your Manage Rules in the Service Level Agreement you need to create your rules i.e if Priority = P1 then invoke Service Level P1 3. In your P1 and P2 Service Level Targets (Response or Resolution - your choice) you can configure email escalation actions to be fired For example if your P1 target for resolution was 2 hours, you could set up an escalation for 2 hours before the target In this scenario the following should occur 1. If the priority is set to P1 initially on the ticket, and the defined SLA rule is met to set the Service Level to P1, then the configured 2 hour escalation email will be immediately fired 2. If the Priority is changed to a P1 on the ticket, and you have the settings set to automatically change the Service Level, and you have setting enabled to fire historic events then, on the SLA rule being met to set the Service Level to P1, then the configured 2 hour escalation email will be fired at the point which the Service Level is changed to your P1 Service Level I hope that makes sense. Really the trick here is to ensure you have your rules defined as you need them, recall that the rules are evaluated from top to bottom - i.e if it matches the first rule in the list it will stop there - so make sure you have the order of the rules as you want them to be evaluated.
  8. @Alan Lonie hmm, i think that system settings is an old legacy one (my mistake). If you have the above role, you should see the reports option in the main user app, not the admin console. Have you refreshed your browser, or logged out and back in after assigning the role to you? https://wiki.hornbill.com/index.php/Service_Manager_Reports
  9. @Steffen there is an example in the sandbox, which you can take a look at https://live.hornbill.com/demo/servicemanager/selfservice2/raise/12/incident/53/ Login as tomb and password H0rnbill Choose Refused from the drop down to see an example of what could be done. There is another example under the Cycle to Work Scheme Catalog Item (My Benefits Service) If you want another example You can check out the Progressive Capture flows here: https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/workflow/procapture/VPN Access v2/78/ Login as grahamc and password H0rnbill Hope that helps
  10. @chrisnutt not as such but there a few things you can do 1. You can add approvers by role - and in doing so, they will receive notifications when requests are assigned to their role 2. The same it true if an activity is assigned to their role, they will receive a Hornbill notification not email. 3. You can use the Email External Email Address - and have a group email address set up, which in your example simply includes your change manager and use this in your BPM logic Hope this helps
  11. @Alan Lonie there is a default report in the Service Manager reporting - Incidents associated to Problems There are other options via the admin console reporting to achieve this but hopefully the above gives you what you need. You should see the reports option under the Service Manager menu option if the following are true: System setting enabled The user has the Service Manager In-App Reporting role This particular report is under the Analytics tile on the reports landing view.
  12. @Haroon there isn't an option to turn these on and off per team, but there are new notification options, which if enabled will allow each agent to set their preferences for which notifications they receive and the type of notifications. If you enable the following global setting in the admin console > Service Manager > Settings This will allow each agent to set their own preferences from their profile (this is a global option) The Service Manager app options are at the bottom, including options for team notifications on assignment, update etc - each agent can choose * Hornbill * Email * Both * Neither For each type of notification This does not allow you to set it differently per team, but gives the agents some control on noise
  13. @HGrigsby added as an interested party
  14. @Carl Tovey i have been able to replicate this, i have asked the dev team to take a look and we'll feedback
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