[Build No 1119 - CH00149429]

CH00149429.docx@Gerry Certainly.  Here is a screen shot.

[Build No 1119 - CH00149429]

New: Timeline updates that are visible in the Customer or Service Portals now have their visibility highlighted in Service Manager (CH00149429)

Hi,

I've just applied the latest update and immediately received comments from colleagues about the colour of the above change.  It's felt to be rather too bright and they are finding that their eyes are drawn to that bit rather than the other information.  Is there any chance the tone can be turned down a little, more of a pastel shade?  Something a little more comfortable on the eye.

Thanks

Tina

[DMARC Policy to Emails]

@Victor - I've been asked to check if we would be able to email out from your domain if it comes to it?

[DMARC Policy to Emails]

@Victor, OK I shall let Management know. 

Thanks

Tina

[Email Update Format]

@Victor, thank you for the heads up - I've just updated our system so I shall keep an eye on it.  Is the formatting of the timeline (from email updates) also being looked at?

[DMARC Policy to Emails]

Would someone be able to let me know if this is possible.

Thanks

[DMARC Policy to Emails]

and DKIM too.

[DMARC Policy to Emails]

Hi,

I've been asked by Management to find out if DMARC (anti spoofing) can be added to Email?

Apparently to be able to continue to use the email through Hornbill as we do now, we need this applied in the near future.

Thanks

Tina

 

[Some questions/queries around emails]

Hi @HGrigsby - we tend to open the Email again in a new browser tab so you can flick/split screen between the two.

 

@Steven Boardman - great we look forward to this.

Tina

[Some questions/queries around emails]

@Steven Boardman - It's really the step before this what we are struggling with.

So an email comes in from a new external contact and you click Raise Request, the screen changes to the Create New Request (and you can no longer see the email) and when you click 'New Contact' another window opens over the top and that's where you need to enter the contact details.  Once the email address goes in that will help but it's annoying that you can no longer see the details from within the email.

Maybe it would be better if we could create a new contact from within the actual Email?

New Contacts.docx

[Timeline updates from Email - colours]

Hi, Are there any plans on allowing coloured text in the timeline?

An email was sent to a customer asking a number of questions - the customer responded to each question with their answers in Red - this showed fine within the Email element however when the call got updated it changed it all to black text making it harder to read by the analyst.

Thanks

Tina

[Profiles - can we mark them as archived?]

@James Ainsworth it's because some of the software for example is no longer used therefore I don't want to see it on either list.  Would it not be the case if I removed (deleted) it from the list that I wouldn't be able to search for it again (for reporting etc)?

Thanks

Tina

[Profiles - can we mark them as archived?]

Hi,

We have a number of request and closure profiles in our system that we would like to hide from the lists when logging and resolving calls.  Is there a way to do this? If not is it something that can be added in the future?

Thanks

Tina

[Some questions/queries around emails]

Hi@Steven Boardman,

That sounds like a move in the right direction.  Are there any plans on being able to see the other bits of information at all?  It's difficult to see the rest of the information (job title, telephone no etc) once your into the call logging process.

Thanks

[Service Requests FAQs]

We too came across this issue about where to store the documentation/instructions to tasks.  For New starters for example we actually have separate tasks automatically setup within the BPM process which holds basic instructions on what to do.

Not ideal as you can't add too much details or pictures but it details the main bits.

Works at the moment but it would be good to link out to a more detailed documentation.

[Hornbill data retention periods]

This is something we are interested in too as our Organisation is currently working through the GDPR requirements.

[Reports - Help needed]

@conorh Great thank you.

[Reports - Help needed]

@conorh - oh yeah so I did :-/

Its the bar chart per section bit that ends up wrong.

Doc2.docx

[Reports - Help needed]

I've come across a problem with the charts not appearing beside the names within the pdf reports.  Please see attached.

They are grouped by Analyst with a status chart but for some reason I'm getting a blank bar chart at the top next to Gary's name which I can't seem to get rid of.  This makes it very confusing to look at and as a result I loose a bar chart for the last analyst too. 

Any ideas?

 

Doc1.docx

[Reports - Help needed]

Hello @conorh,

Nice to hear from you.  I'm good thanks, and yourself and the family?

I shall upload these and have a look to see if I can tweak them to work.  Just in case I can't get the info I need, I'd be interested to know more about how to do it in the advanced analytics module.

Thanks

Tina

 

[Reports - Help needed]

Hi All,

I need some help to create a report within Service Manager for Senior Management.  This is an area we haven't used much so I'm confused as to how to go about it.  I'd be grateful for any help on this :-)

I've been asked to provide the following:

 

An analysis of service desk calls for a date range (individually) showing

a- calls outstanding

b- calls received

c- calls resolved

 

I've got to have this done by Friday.

Thanks in advance

[Creating Views within Service Manager]

@James Ainsworth - Great I'll have a look at this.

Thank you.

[Still experiencing performance and connectivity issue]

@Victor We too have been having problems since Monday.  It running slow at times and when calls come in they are not properly following the business process as the action boxes are not showing - instead its just the top line.  See attachment where it should be showing the update box.

actions.docx

[Some questions/queries around emails]

@Daniel Dekel Thank you

[Some questions/queries around emails]

@Daniel Dekel Yes No 3 is when logging a new request.

Thanks

Tina