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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Gary@ADL Are you after the same functionality as discussed in the post below? Cheers Martyn
  2. Martyn Houghton
    @yelyah.nodrog Suggests some kind of connectivity issues or issue with your instance. Would recommend you log a request direct with https://www.hornbill.com/request/ as that will also give you a visual quick instance status check as well. Cheers Martyn
  3. Martyn Houghton
    @jbrown, @James Ainsworth We use the rights below to control what our 2nd Tier Analyst can do with the mailbox. It does not stop them from opening the mailbox as such, but restricts them from what they could do through the mailbox. Our 1st Tier who manage the mailbox then have more rights, as the 'manage' the mailbox as such. Cheers Martyn
  4. Martyn Houghton
    @DougA In your Organisation tab, are the groups you are looking to use, set to yes for 'Task Assignment' column? What 'Type' are the missing gorups? Cheers Martyn
  5. Martyn Houghton
    This is something we would really find useful and would want it in essence to appear similar to the Request List view or even display the results in the Request List view. Cheers Martyn
  6. Martyn Houghton
    @James Ainsworth There does need to be some additional facilities around escalations and the ability to assign it to the team leader or manager of a team would be useful, however the ability to override the allocation separate to escalation would still be required, for example when you are training new staff (i.e. you do not want then to be auto allocated but be assigned requests manually) or where the team leader/manager is just helping out due to staff absence/holiday or for specific requests due to the complexity etc. In terms of escalation process we are looking to use the a condition field as per Supportworks which could be updated by the SLA action triggers. In terms of the SLA triggers, there is the ability to send an email but not the ability to send a notification. Cheers Martyn
  7. Martyn Houghton
    @James Ainsworth I should have checked Harry Hornbill first, where you had done a video! I can see that the tile now, I had to force the refresh on the session as I had not logged out and back in again after applying the release. You mention in the Video that it removes them from the Auto Assign to most available analyst which is what we want to do, but we also want to retain the ability to override this through the front end, when an issue is escalated etc. Would it be possible to look at extending this option or having a setting which allows them to be show in the assignment list still but prompts/ask for confirmation due to them being flagged false in the Enable Assignment? Cheers Martyn
  8. Martyn Houghton
    @James Ainsworth The app.email.routing.rules.unknownUsers.allow setting was on the default off, so have now enabled it. Part of the issue will be that most people are known to the system (i.e. so that they can be added as connections) so this will help with a few occurrences. We will e test now that this setting is in place. Cheers Martyn
  9. Martyn Houghton
    @James Ainsworth That's great, we will enable on our services now. Thanks for pursuing this. Cheers Martyn
  10. Martyn Houghton
    @James Ainsworth Thanks, just applied build 914 so will be enabling this shortly. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth We have just applied Service Manager 914 which includes the change " NEW: It is now possible to choose which team members can be assigned requests. This can be configured in the Admin tool, under the Service Manager tile ", so I am presuming this relates to what we are trying to do here. However I not able to spot any change in the Admin Tool under Service Manager to configure this new option. Can you point me in the right direction. Cheers Martyn
  12. Martyn Houghton
    @James Ainsworth It is working most of the time (which our 1st Tier are very grateful about), however where issues start to occur is when the source email address does not match that of customer's email on the request which is identified by the full request reference number in the subject line. It seems the customer matching element is unsettling/taking precedence over the request reference. As mentioned above, we often have a number of external contacts responding via email reference a request, who are not the assigned customer contact on the call, i.e. they are interested parties that we may have emailed them as 'connections' on the request. I will get some worked examples collated to demonstrate the issue in more detail. Cheers Martyn
  13. Martyn Houghton
    @Gerry Thanks, I have sent you a direct email with a bit more detail on what we are attempting to achieve. Cheers Martyn
  14. Martyn Houghton
    @Awalker Once you have completed at least one of the form prompt in the Progressive Capture(PC) for your service you can click on the edit button against the form displayed in the breadcrumb trail on the right to go back to that form in the PC to edit the value. At the moment as you have not completed the first form prompt you cannot go back to it to edit it as you are still at the beginning. Cheers Martyn
  15. Martyn Houghton
    @Gerry At the moment I am still trying to find one that fits all my needs, we currently use MailExpress from Globalscape for manual user initiated file transport, but this does not have an API to achieve what I need it to do, so looking at their other products as well as the other suppliers. It appear that my my requirements (never ) are somewhat unique! Cheers Martyn
  16. Martyn Houghton
    @samwoo To give you one of our examples we are looking to use this for is to automate Software Patch deployment. Our aim is for our external customers to raise a Service Request via the Customer Portal requesting specific patch. The BPM for this service would then make an Web call to our file distribution server which would then send a secure download link to the customer via email for them to download the patch. This way we have a record of which customers have downloaded patches and the process is automated fully from beginning to end. Cheers Martyn
  17. Martyn Houghton
    @Daniel Dekel One thing that we have noticed is that the new navigation dialog will open as you mouse hovers over the top left-hand icon, but will not disappear when you move the mouse outside of the dialog that pop's up and you have to click to get it to close. It would be better if the dialog closed when you mouse pointer is outside of the region. Also would be good to be able to added your own favourites at the bottom, i.e. to go straight to Request List in Service Manager etc. Cheers Martyn
  18. Martyn Houghton
    @Daniel Dekel, @Lyonel This is something we are very interested in as well. Ideally we would want to link the library to one or more Services, so only subscribers to a service can seem them. The reason being we have a large volume of services and shortly multiple desk operating within Service Manager, so content of the 'Knowledge base' needs to be context based not just a single repository. Cheers Martyn
  19. Martyn Houghton
    @Daniel Dekel Just to let you know this is still appearing as a duplicate now we have applied build 52 as well. Cheers Martyn
  20. Martyn Houghton
    @Keith We too would find this useful on activities, but also on notifications as well. Cheers Martyn
  21. Martyn Houghton
    @Awalker If you use the BPM workflow activities, you can use the 'Wait for Request Off Hold' to pause the BPM whilst the request is on hold. When it is taken off hold manually or by the hold time expiring, the workflow will resume and your next workflow action could be to send an email. At the moment it is not possible to determine if it was taken off hold manually or by the expiry process though. Cheers Martyn
  22. Martyn Houghton
    @Daniel Dekel All the booking are manually entered into the time sheet using the add option, rather than from activities/action in Service Manager. The only thing I can think of is that both Categories start with Service Desk, one just being that name and the other being Service Desk Management. Though not selected as a sub category, the Service Desk Management category does contain two sub categories with brackets in the name, in case that's having an affect. Cheers Martyn
  23. Martyn Houghton
    @Daniel Dekel Nope, still there are pressing both F5 and ctrl-F5, so seems to he persistent. Cheers Martyn
  24. Martyn Houghton
    When viewing my time sheet, a sub category is being duplicate under an incorrect parent so appears to show the time spent twice, but the total is correct for the day. Cheers Martyn
  25. Martyn Houghton
    @AndyColeman From a reporting purpose the main indicators whether a request is or was completed within SLA, the two main indicator fields in the system are h_withinfix and h_withinresponse which indicate if the request was completed within fixed and response SLA retrospectively. https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table I would recommend you start with reports based on the Request Entity rather than jumping straight into the more complex SQL report options. Cheers Martyn
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