[BPM issue following v2.36.3 - assignTeamOwnerCapacity]

Hi @steve_g - have to echo Martyn comments we are seeing BPM errors following the latest patch.

[SLA Resolve Timer]

Thanks @james  - can you give us a bit more info as to how to change the target of a ticket - eg. call logged as a P1 (4 hour fix) should be a p3 (16 hour fix).

I checked the links and didn't see a way to manually change the target resolution on a single ticket.

[Problem since Patch]

Good news about the potential fix but I have to ask how was this tested as it looks like the basics of logging an incident (service requests look ok) was not done. This is also affecting us.

[Hornbill Instance Unavailable]

Thanks - we have noticed a few users who may potentially have this problem, something around the us demoting the user to a basic user and changing back. Let me know if you want to check a few user who I think may get the subs error

"You are allocated rights to the 'com.hornbill.servicemanager' application but your organizations subscription level for this application has been reached. Please contact your system administrator"

[Hornbill Instance Unavailable]

Hi Gerry 

This is currently affecting only one user,  an analyst is trying to log on and are getting:

"You are allocated rights to the 'com.hornbill.servicemanager' application but your organizations subscription level for this application has been reached. Please contact your system administrator

Please contact you system administrator or click here to try again"

 

Looking at the subscriptions on our instance we are seeing a difference - is there a synching issue with our accounts?

 

[SLA Resolve Timer]

Do we have the ability to change the priority and it automatically change the SLA timer- I assumed the fix was coming and had been deployed in a recent update.

[Managing User Licenses]

Also can we change the way an account defaults to "user" when they created manually, we automate majority of our accounts but we do occasionally manually create them. The default is set to "user" when I think it should be "basic" - this would stop accidently user licenses being taken.

[Prevent resolve if priority not set]

We've seen variations of this issue which do get fixed by Hornbill - see below

1) Analysts can resolve calls without being the owner - Fixed

2) Analysts can resolve calls without using a resolving category - Fixed

But is would be better if when the first issue is raised they look at testing other situations - can someone from Hornbill give us an idea whether this is the correct place to look at this query or should we be logging an incident?

[Captcha codes on Hornbill pages]

We are seeing Captcha codes when using hornbill (eg. log on/off the live portal) - is anyone else seeing this?

[Managing User Licenses]

Is there a way to find out if an analyst is using their license - we have setup a number of customers as users because they manage applications in the business. When I check their details I can see if they have ever logged in, but I assume if they log a ticket via the Service Portal this counts as a log in.

What I really need is a way of checking if a user has logged into the Live portal.

Regards

Nasim

[Linked request to problem]

@James Ainsworth, @Gerry

We had a couple of bad days - email/ logon server issues which generated a lot of tickets that we need to update or resolve. My analysts are really complaining they can't continue to do this individually - I really need to give them a date when Hornbill will have this basic functionality.

Regards

Nasim

[Searching for Customer when raising a request]

Thanks @Ehsan sounds good to me too.

[Colleagues viewing calls on the Portal]

This sort of request has just popped up from our customers - managers being able to see their staff's tickets.

The ability for other users from the same departments/team to see their peers requests is something I would like to see too.

[Customer History]

Are there any updates on this request "to see all calls logged by a customer" - I understand the need to limit it by services you have access to but there should be a "tick box/show all" option to expand this if needed. Or a switch to enable full customer history via the admin portal.

[Linked request to problem]

I have to agree with @Keith and  @m.vandun- multiple updating/ resolving/ putting on-hold individually is currently a major analyst hungry process. Its one I do struggle to see how you can allow to continue in a modern Servicedesk tool - anytime you get a major incident/problem, multiple tickets would flood your front line. We need a way of dealing with them quickly and efficiently - one by one doesn't make sense.

For example - we are using SCOM to generate tickets (eg. disk low on Server X) in our tests we created 100's of tickets which needed to be resolved individually - I wasn't popular with this team when I told them how to resolve them (one by one).

[Customer Notification of Analyst Update]

Especially if you came from Hornbill's Supportworks environment where "updating" the customer gave you the option of emailing (or not) and making the text public (or not). This seemed a better way of implementing this element of Service Manager - although maybe I'm biased to the "old" ways.

Even though we have told the analysts to use Email to ensure the customer is notified, they have "accidentally" used update so the customer wasn't aware of the info. Where the analysts consistently did this, I removed the update icon from that Service - so they would he forced to use the email one.

This is a bit heavy handy and I would have liked to have the update option containing the email function (via an on/off or tick box)

[Searching for Customer when raising a request]

Thanks @Ryan.

@James Ainsworth that sounds good, also an advanced search option for more detail search criteria would be handy (searching other fields apart from the handle, eg. email or id).

As we have nearly 8000 customers, and potentially getting more, this issue will become more frequent. Any way you can help would be appreciated.

Regards

Nasim

[Searching for Customer when raising a request]

Hi @James Ainsworth

I think the index is ok, in Admin I can find the user regardless of what I enter (eg. Stewart or Hall). But when you log a call I think only a max of 10 results are returned, so if the one you want is outside this you don't see it.

See attached - this is when I'm trying to raise an incident.

Nasim

[Searching for Customer when raising a request]

I've just noticed when searching for a customer (when raising an incident) you can find any staff provided you enter first name and surname (or part of it), but if you start with the surname it limits what you can get back.

Example: Search Stewart H returns Stewart Hall, but search Hall doesn't find Stewart Hall.

Obviously I can tell the analyst to search first name surname but why doesn't surname search work?

[Searching for Customer when raising a request]

I've just noticed when searching for a customer (when raising an incident) you can find any staff provided you enter first name and surname (or part of it), but if you start with the surname it limits what you can get back.

Example: Search Stewart H returns Stewart Hall, but search Hall doesn't find Stewart Hall.

Obviously I can tell the analyst to search first name surname but why doesn't surname search work?

[Feature Request: - Prevent Resolution until Appropriate Stage]

We noticed you could make closure categories mandatory around 1st September....

[Customer Portal - Organisation Request not showing for users who have not logged a request]

Good news @Ryan - any ideas when 2.34 will be released?

[Question not visible in the App]

A number of our services have questions set in the progressive capture - these do not show  in the app

[Performing action on multiple calls]

Tested and yes - different services and request types stops the multiple assigning of tickets. I'd like to know the thinking behind this restriction as the lack of being able to preform multiple actions will reduce the ability of my analyst to bulk deal with requests.

[Performing action on multiple calls]

OK this may be the issue - I check and confirm. If this is the case it will be a problem as we have multiple services and request types supported by the same analysts. As they are part of the same team, issue probably is around the services.