[Authorising Activities within Service Requests]

no one 

[Email Notifications not working properly]

@James Ainsworth We don't currently have the team one turned on but we may do in the future.

I would still expect Owners to receive an email when an automatic update (incoming email auto updates call based on call number) comes in - this isn't happening.  Can you or anyone else help/advise why this might be?

Thanks

Tina

[Email Notifications not working properly]

Hi, 

Our Analysts don't seem to be getting email notifications for calls when someone replies to emails and the system automatically updates the call.

I've checked on the Wiki site and it suggest its this setting:

 

 

This is already set on our:

 

Can anyone advise why it may not be working for us.   It emails an Analyst if we manually update the call - just not from an automatic update.

Thanks in advance

Tina

[Authorising Activities within Service Requests]

Hi,

Can anyone help with this please?

Thanks

Tina

[Authorising Activities within Service Requests]

@Victor

Sorry for any confusion.  They need to be able to look at both incidents/service requests and the detail within (they are the ICT Manager) to check on calls and their progress when they want to.

They also need to be able to Authorise/Reject certain requests but they currently can only do this if they have the 'Admin role' which I don't feel they should have/need.  I'd therefore like to know what permissions/or role I need to assign/setup in order for them to continue to be able to do all the above without the need to be assigned the 'Admin role'.

Thanks

[Authorising Activities within Service Requests]

Hi,

I'd like to know what role or even what permissions are need to be given to a full user/Analyst so they are able to authorise/reject activities against service requests please?  Other than this task they only need to be able to view/update calls as and when required.

At present they are part of the 'Admin Role' as this was the only way for the activity to appear.  I'm really not comfortable with this given all the other rights that come as part of the Admin role.

I'd be grateful for your help.

Thanks

Tina

[Software / Contract Management]

Hi All,

I've been asked to find a way to record all our software details (No of Licences held, no used, renewal date etc) and also our other Contract details so that I can setup some form of reminders for it to notify us say a month or two in advance of a renewal so we have plenty of time to arrange it.

Does anyone use Service Desk to record this information and if how do you do it as I'm struggling to see anything that does all the bits I need.

Thanks in advance

Tina

[Making Asset Fields Searchable]

@ArmandoDM - Oh yes so it is.  That's perfect.  We'll do the search within Mobile Device then.

Thank you for your help.

Have a lovely weekend.

Tina

[Making Asset Fields Searchable]

@ArmandoDM - Basically yes.  I'd like to be able to enter a mobile handset as an asset and be able to record the number that is assigned to that mobile in the 'Mobile Number' field.  Then when I search for that mobile number in a general asset search I'd like the asset record to appear.

I hope that makes sense.

Cheers

Tina

[Making Asset Fields Searchable]

Hi,

I'd like to know if it's possible to make the Phone Number field within a new Mobile Asset searchable?

It isn't currently.

Thanks

Tina

[Form Designer/Details/Per Service - Clarity needed]

@Steven Boardman  That's perfect thank you.  I shall have a look at that this week then.

[Form Designer/Details/Per Service - Clarity needed]

Hi, 

I've just been doing some reading around the 'Details' section of calls and how I can use the Custom fields to insert information from the Questions area (from a progressive capture) so that I'm able to report on it and I came across the following within the WIKI which refers to Service Request Configuration.

• Form Designer

It is possible for you to define custom fields to use against each request type per service. Using the form designer you can edit which default fields will be displayed in the Details section of each request form, as well as add new fields, set field validation, configure mandatory options and using drag and drop to re-order how the required fields will be displayed.

Does this mean that I have the full use of all the Custom fields per Service if I configure the details section via the Service?

We've already used a couple of custom fields but these were setup when we first got the system and never setup or designed via the service but via a basic request so they are already showing as used when I explore the design option via a Service.  I don't want to change anything until I fully understand how Custom fields work.

I'd be grateful if someone can confirm how they work as I need to know for something now and as we have other services interested in using Hornbill in the future and I'm sure they will need to use Custom fields too.

Thanks

Tina

[Edit "Questions" section of a request]

Sorry just realised its the Questions section I'm looking/talking about. I'm guessing these are not editable?

Would the only way to edit these be to put them into fields under details?

Can the 'Questions' area be added onto reports?  As I may need to be able to pull a report off showing these in the future?

 

Thanks

[Edit "Questions" section of a request]

Hi,

I've just gone to amend some call details for a call a customer has logged via a form we've manually setup on the portal but I'm unable to edit the details.  I can if it's the generic Summary and Description form that's been used to capture the details but I can't for another others where we've designed our own form.

This is an issue for the internal form I've created as I need to be able to fill out the details should they have missed them off or not known them at the time.

Is this possible at all?

Thanks

Tina

[Business Process Help]

@Steven Boardman - thanks I've sent you a message.

[Business Process Help]

@Steven Boardman - Good question as ours are both the same :-P

 

I've always tended to copy the value on the left.  As they are both the same would it matter in this case?

[Business Process Help]

@Paul Alexander - thank you I can certainly look at this and see if it works as it would be a workaround yes. 

I haven't used the 'look at progressive capture answers' option before as we previously used a deprecated option which used to work.  Hopefully someone from Hornbill will be able to shed some light on what I'm doing wrong. :-)

[Business Process Help]

Hi, Sorry for the long post but I need some advice please.

We've recently amended a progressive capture to include a jump out to another new PC we recently built. This is working well and now we are trying to focus on the BPM to go without.

Here is the PC so you get an idea of what happens.

Because a service catalogue item can only point to one PC and BPM (which I totally understand) and we didn't want to set the new 'Access to colleagues mailbox' as a separate catalogue item for the time being (going to revisit it all when Facilities and HR come onboard soon) we are trying to amend the existing BPM to incorporate the fact that this new PC needs a more complicated BPM workflow behind it.  This is the BPM we are working on:

As we don't show the stages on the portal amending this for the moment isn't a problem.  We've tried to add a decision node at the start of the BPM after asking it to look at the Progressive Capture Answers (which I now notice we are unable to specify which form it's to look at?) and then do a custom expression which looks like this:

However it's not working and always defaults to the 'No Match' option.  In the past I would be able to check to make sure it's looking at the correct form but as that's not an option I'm a little confused.  It see the questions but I have to manually input the answers I expect.  Is this not working because it involves 2 PC's (however I'm basing it on the answers to the first node before it jumps out)?

I know the easy answer would be to separate it out however because HR and Facilities are interested in using the system and this is currently where people would request this sort of thing (we just need to refine the process) I want to wait and look at where it would be best to sit in the future.

Any help gratefully received :-)

Thanks

Tina

[Progressive Capture - Form field options]

@Steven Boardman thank you.  I'll keep a lookout.

[Progressive Capture - Form field options]

Hi All, 

I'd like to know if it's possible to have a form field within a progressive capture that looks at a list of Customers (AD users) so that it's possible to choose (search) the member of staff rather than have a single line text field where they have to type it in manually.

This would be helpful when managers are requesting amendments to accounts or requesting people have authorisation to things.

Is this possible at all?

Thanks

Tina

[Creating Quick log call - Help needed]

Hi All, 

We would like to create what we are calling a 'Quick log call' (for Incidents and Service requests) for things we can automate - i.e Password resets but we are struggling with the following:

1 -  This is our progressive capture  however when we log the call it seems to loop back to the start and we see the customer details again followed by the already selected catalogue item.  I'm not expecting it to do this - what have I done wrong?

2 - Within the Progressive capture I understand we can use Request Templates (Autocomplete Progressive Capture Forms) but I'm unable to see how I do this?

3 - Business Process - As I'd like to automate this I'd also like to be able to assign the call automatically to the Analyst who's logging it - I've tried a number of option but each time I keep getting errors.  Can anyone advise if this is possible and if so how it's done?

Thanks in advance  :-)

[Missing application tiles in Hornbill]

@Victor - Oh yes it might be Document Manager now you mention it.  I'll have a look at that in a bit.

[Missing application tiles in Hornbill]

Hi,

I realised earlier this week that I've lost a tile within Service Manager - before I didn't have any space and now I do - anyone know why?

I don't know what I'm missing - clearly it's not something I use often/at all but it's just bugging me and my other Admin colleagues.

Thanks

Tina

[Warning Triangle in Mailbox]

Thanks :-)

[Failed Delivery on Email]

Hi, 

I too would be interested in a reset counter option - as although our numbers are very low I've searched back just over a month and I can't see any warnings.  Anything over a month and it's no longer of interest.

At least this new feature will be of use then and I shall inform the others to look out for it.

Thanks

Tina