[Warning Triangle in Mailbox]

Hi, 

We've had a red warning triangle appear in our sent items (appeared on Friday) and it shows the number in red.  Can anyone shed any light on this?

Thanks

Tina

[Unable to see attachments against a call]

Hi, 

I've had a customer log a call which has an attachment to it.  One of the our Analysts accepted the call and can see the attachment fine, however neither the other analyst within that Team or myself (both Admins) can see the attachment against the call.  Please see screen shots attached.

Has anyone ever come across this before?  What has gone wrong?

Thanks

Tina

Call not showing Attachments.docx

[Analyst Timeout]

@Victor Oh I see - I guess we'll find out tomorrow morning.  I'll let you know.  Thanks

[Analyst Timeout]

OK at what point will it go back to 8, overnight?  The reason I say this is because I have changed it and it's currently still showing 0 after logging out and back in again.

So long as it only effects analysts that's fine.  I'm guessing it won't cause any issues around delays in notifications etc?

[Analyst Timeout]

It must be just the analysts ones though as there is a separate setting for basic users?

[Analyst Timeout]

@Victor - If we set it to 0 (zero) would this mean it would never timeout?  If so would this cause any issues elsewhere (notifications etc)

[Analyst Timeout]

@Victor - Thank you we'll give it a go.

[Analyst Timeout]

Hi,

Can anyone help with the following please:

We have setup a wallboard that displays dashboards for our customers. The PC it uses isn't currently on our network so we log into Hornbill by bypassing AD.  This works fine however it seems to keep signing the analyst out of the session over night meaning we have to keep signing in the next morning.  Is there a way round this as it's rather annoying?

Thanks

Tina

[Assigning Calls to Teams]

Thank you guys I shall have a look at this over the next couple of days.

Tina

[Assigning Calls to Teams]

Hi,

We've just created multiple Teams within our IT (we just had everyone in one before) and Management now want us to assign calls to Teams rather than individuals.  Up until now Analysts received email notifications letting them know when a call had been assigned to them - this worked well.  I have now had to turn on the TeamEmailAssignment setting and setup an appropriate email template so everyone in the team knows there is a call that needs picking up. 

This in itself isn't an issue - what is however, is that as part of every BP a call is assigned to our 1st Line (1st node in the process) to be reviewed and dealt with or assigned on as appropriate - this is meaning that the 1st line (who are constantly monitoring the incoming calls) are also getting emails to let them know a call has come in.  

I can see now way to exclude them from this as it's a global setting so I would like to ask the following:

• Is there any way of setting a default team for calls to automatically be assigned to so that they don't receive the Team email?

Or

• Is there another way someone has managed to get round this?

I only set this up this morning and it's already driving them mad!

FYI - I can't filter it based on service as all our teams support each service.

Thanks

Tina

[Email Notifications - Opt Out]

+1 for this.  We now have more than one team and all calls are automatically assigned to Service Desk 1st line through the BPM - however because they are logged in and monitoring them they don't actually need to get the emails however like others we need the team emails for the other teams who aren't always in the system.

Unless there is another way to automatically assign all calls to Service Desk 1st Line?

 

Thanks

Tina

[Removing Teams from Service Manager]

@James Ainsworth @Steven Boardman - would be able to confirm the above for me please?

 

Thanks

[Removing Teams from Service Manager]

Hi All,

Thanks for the help.

I've checked and our services do not have any supporting teams listed - that way I guess all teams will be able to see and action things and search on historic calls?  Our Business Processes currently do get assigned to the team so I've made a note of all the ones I need to change - activities within these get assigned to the 'ownerid' so these shouldn't' be effected an I right?

I'm going to move all open/on-hold calls over to the new teams and I plan to close all calls that are resolved as we are kinds starting a fresh. 

If I do all of the above does that mean I can remove the people from the 'Service Desk' team as it is currently and then delete it?  or have i missed anything?

Thanks

[Removing Teams from Service Manager]

Hi All,

We are having a re gig in our department and splitting into smaller teams from one big team from next week.  I've created the new teams ready and added the analysts to the new groups therefore, as of next week I will no longer need the current team and won't want it to appear in the list after go live.  Whats the best way to hide this group?

If I can't hide the group what would happen if I delete it?

Thanks

[Build 1189 - Change to Service Manager Users]

Hi, Would someone be able to give me a bit more information about the following change please?

• CHANGE: Service Manager users that are only the customer of a Request must view and action it through the Portals

Thank you.

Tina

[Customer fields not fully showing on tickets]

Really really disappointed that this wasn't communicated out properly.  This has caused lots of hassle for our Analysts since Monday.

We had to upgrade urgently due to issues on Monday out of our control.

I'm able to see the number as I'm a superuser - the information we hold in the phone field wasn't personal and are work numbers - struggling to see why we need these fields hidden for us.  Maybe allowing us Admins the opportunity to have moved these fields.

So can I change the privacy settings for our instance to allow analysts the ability to see this field?

[Reports - Calls logged outside of office hours]

@Dan Munns  - I've tried to recreate the report with this:

 

but I get this:

However when I run it in the database direct I'm getting 20 results:

[Reports - Calls logged outside of office hours]

@DeadMeatGF Thank you for your help.  Can I ask for a screen shot of the setup of your measure please?

[Reports - Calls logged outside of office hours]

Hi, Can anyone show me an image of how I a report for the above looks as I can't get mine to work.

Thanks

[Reports - Calls logged outside of office hours]

@DeadMeatGF - would I have to create this as a measure as my report keeps coming up with an error.  I don't know the reporting or analytics part very well.  I just want a pretty bar chart somewhere that shows it for Management - and it's proving more challenging than I though :-(

[Some questions/queries around emails]

@James Ainsworth - Lovely thank you.

[Reports - Calls logged outside of office hours]

Hi All,

I'm trying to create a report that will tell me how many calls have been logged outside of our helpdesk hours - so after 5pm but I'm struggling :-(

Can anyone help?

Thanks in advance

[DMARC Policy to Emails]

@Victor - I believe this is how we have it set up now.

We can't have your system spoofing emails unless it has the DMARC etc.  So until then we'd need it to come from ??????@live.hornbill.com but ideally with a different reply address so that if people reply to the email (which they often will) that it sends back to helpdesk@molevalley.gov.uk

Is this possible?

[DMARC Policy to Emails]

@Victor - OK great, would we be able to set a reply address on that so it came back to @molevalley?

Thanks

[Build No 1119 - CH00149429]

@Paul Davis You raise a good point and historically it was decided to keep these visible to the Customer however it's something we might review in the future when we push the Customer Portal again.  Currently the numbers who check for updates on the portal is low so it's not seen as an issue but worth asking the question again.