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David Hall

Hornbill Developer
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Everything posted by David Hall

  1. Hi @Brhow I've checked with our teams and there may have been a issue with your instance that could have led to this issue. The issue should already have been corrected so if you could try this now and let us know if you still have issues. Kind Regards, Dave
  2. Hi @JoanneG We've implemented a fix for this issue, it may be too late for the fix to make it into the next update, but if so it will be available in the following update. Kind regards, Dave
  3. Hi @JoanneG After some further investigation we've managed to replicate the issue you are having, we'll get a problem raised to investigate further and get the issue corrected. Kind regards, Dave.
  4. Hi @JoanneG If you start typing the name of the asset in the field then it should give you a list of assets to select from as per the screenshot... do you get any list shown at all? Kind Regards, Dave.
  5. Hi @Paul Alexander Thanks for the post. I've had a look and will get a fix in place for the next update so that it will break correctly on full words as per the employee portal view. Kind Regards, Dave.
  6. Hi @Jeremy Thanks for the feedback, we raised this internally just the other day and we'll get it corrected in a future build. Kind Regards, Dave.
  7. Thanks for the feedback @Paul Alexander I've passed it on to get this looked at. Kind Regards, Dave.
  8. Hi @simonadams From the Request List view if you click on the cog at the top right to configure the available columns, there is a column named "SL" or "SLT". If you select that column to be available in your view then you will see the indicator dots made available. These will alter in colour based on the current state of the service level timers you have running against the requests. Hope that helps, Kind regards, Dave.
  9. Hi @Rashid.Ahmed I've still not been able to fully replicate locally but I have a suspicion it could be down to the fact the request was raised out of working hours and then escalated immediately before any time elapsed. I'm just trying to recreate that scenario to see if I can confirm whether that is the reason for the resolution time being incorrectly reset. Will let you know when I can confirm or not. Kind Regards, Dave.
  10. Hi @ALIPO You should be able to click from the Hornbill Main menu choose "Customers" -> "Organisations" and add from there Kind Regards, Dave.
  11. Hi @Rashid.Ahmed Just to check.. are you using the BPM nodes to control the pause/resume or are you using the app settings e.g. app.request.pauseResolutionTimerOnResolve to do it automatically? Kind Regards, Dave.
  12. Hi @Rashid.Ahmed Sorry I've been on leave hence the lack of recent reply. Based on the debug info you have posted let me review and see if I can determine what is happening in this scenario. Kind Regards, Dave.
  13. Hi @Rashid.Ahmed It does look incorrect but its pretty hard to confirm from the screenshot, sometimes changing an SLA after a target has already been missed etc can result in this view for example. If there has not been an SLA change to cause this scenario, if you have the "Incident Management Full Access" role you should be able to click on the blue button under "Service Level" to open the SLA update popup. To the bottom right of the popup there is a diagnostics button which will show a list of the primary SLA actions e.g. pause/resume etc. It might be worth checking that to see if that shows when the pause and resume took place and when the resolution/fix target was marked to see if that highlights any reason for the above. Kind Regards, Dave
  14. @Michael SharpI've just reviewed this and can see the reason. To clarify, the h_withinresponse value (and h_withinfix value) are only set when the target is confirmed as being within or outside of the target time. This has always been the case and continues to be so. Regarding your question on this request, if I read the screenshot correctly, the target response time was 12:05, the target was missed and then at 12:06 the SLA was changed which altered the time to an hour ahead. In this scenario because the target had been missed at the point at which the SLA was changed, we set the h_withinresponse to 0 hence why it will not be appearing in the results. If the SLA change was made before the target time then the value would have remained as null. Hope that clears it up, Kind Regards, Dave
  15. Hi @Daniella R. Goral You should be able to use a formatter on the template to format to local time as follows {{.H_pk_reference|formatLocalTime}} . Full details of email formatting can be found here https://wiki.hornbill.com/index.php?title=Email_Templates Hope that helps, Kind Regards, Dave
  16. Hi @ALIPO Sites are managed via the admin tool.. full details can be found here https://wiki.hornbill.com/index.php?title=Sites Hope that's what you are looking for... Kind Regards, Dave.
  17. @Paul Alexander I've reviewed the code and currently months are as you say just being determined as a 4 week period, this is likely just a legacy choice due to ambiguity over what is defined as a month e.g. 28 Days in Feb/31 Days in March etc. I'll make an enhancement to this flowcode so that when you are defining months and we are not working against a working time calendar, we will treat "a month" as the same day in the following month etc.. so in your example 26th Feb will become 26th August, however there will of course be some exceptions e.g. adding 1 month to Jan 30th with result in March 2nd rather than a non existent February day. All of the datetimes are calculated and stored in UTC and formatted in the UI according to your regional settings, so the value is not one hour ahead in the database it is just being displayed as one hour ahead due to being in BST at the date in August. As an alternative until this is available you could: 1. Apply a number of days e.g. 182 days for 6 months or any of the smaller time denominations as @Victor suggests above (accepting the calendar day may not match) 2. If you have any way to make the exact date available to the BPM at that point (e.g. a date selected custom field on a request) then you can pass in an exact date to the "On Hold Until" parameter of that flowcode which allows you to set the exact datetime. Regards, Dave.
  18. Hi @Rashid.Ahmed Just an update, I've identified the issue which sadly does occur when just using the settings as you have configured. I've implemented a fix for this and we'll get that included in the next Service Manager update (build > 2143). Kind Regards, Dave.
  19. Hi @Mark (ESC) These values are automatically populated when you mark the response/resolve timers when using service levels. So provided you have a response and/or fix timer in use against a request, when the timer is marked as complete it should store a value here. Hope that helps, Dave.
  20. Hi @Rashid.Ahmed Thanks for posting back, I've been having a look into this issue following James' comment and it looks like there may be an issue when using the settings rather than BPM to mark the resolve time on resolution. I'm currently investigating and will post an update back here as soon as I have confirmed the issue and have a way forward. Kind Regards, Dave.
  21. Hi @JamieMews As detailed here https://wiki.hornbill.com/index.php?title=Service_Support_Teams all services will be supported by all teams (hence visible to all) until you add teams into the "Supporting Teams" within the service configuration view e.g. Once done requests for that service will only visible to analysts within the specified teams. Hope that helps, Kind Regards, Dave
  22. Hi @James Gallally From the numeric id in brackets I wonder if these are guest/customer accounts? Do they show up in the admin tool as shown in this screenshot? If no luck here on in the user accounts list then it would probably be one that will need support to investigate on your instance. Kind Regards, Dave
  23. @Adrian Simpkins Yes SLAs work in the same way across all request types. Martyn provided some good areas to check, if no luck there then we can look for more configuration areas to check. Kind Regards, Dave.
  24. Hi @Jeremy Just wanted to check if you are still experiencing this problem? Checking the error, the only reason it would likely occur is if the ID value of the service was not sent when it tried to do the update... so just wanted to check if something had not refreshed correctly after you added the field etc. or if the issue has persisted. If you still have the problem, if you could outline the steps you took to encounter the error and we can see if we can replicate. Kind Regards, Dave.
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