Everton1878

We're just looking at creating an IT process for dealing with major incidents Looking at this thread it looks as though we might have to use a Problem but maybe create a priority called 'Major Incident' so we can differentiate them It would be good if there was a Major Incident category that worked like a problem but was called major incident Using a problem will allow us to have something visible on the portal and publish a workaround We could also link any separate calls to it but there isn't a way to resolve/close them all with the problem like there was in SupportWorks

Hi James, I was thinking of it for Incidents and Service Requests We often get emails sent in with other users copied into the email and it would be good if we could add them in as affected or interested connections and give them visibility of the call It wouldn't be for all calls, it would probably be a relatively small number of calls where an issue affects a whole department or spans a couple of departments and the managers could do with visibility kind regards, Pete

Hi @Keith Stevenson, we've found the issue Out infrastructure team had tried to set up a DNS entry to use a shorter name, decided it wasn't going to work but hadn't removed the configuration from DNS It was looking like it might've been DNS but it was strange how it worked from some machines and not others Thanks for coming back to me

Is anyone still having problems with service.hornbill.com? Some of our machines can access it fine but others come up with 'This page can't be displayed' I can ping 78.129.173.117 and do tracert but I can't if I use service.hornbill.com We can access live.hornbill.com and admin.hornbill.com from the machines that can't access service.hornbill.com though

Thanks @Martyn Houghton I was sure I'd seen or heard something about custom domains or similar but I was having trouble finding the info

Hi, Is there a way that we can give a shortened Service Portal address to our users? We're looking at creating a DNS entry to shorten it to Portal or Helpdesk or something along those lines Can we point to a static IP address from our side that will resolve to https://service.hornbill.com/<instancename> ? thanks, Pete

That might explain why it is being quite intermittent for me today The Live and Admin sites are fine but the Service one has been working for some people but not others I tried some machines this morning and they could access but I've just tried them again and the page wasn't being found

@James Ainsworth is there any update on this? thanks, Pete

It takes a minute or two as though it times out

We'd like the option to be able to access via some sort of SSO bypass as well If I'm at home I have to use the VPN or connect to our Citrix environment to be able to access the Live and Admin sites We also have some international users that aren't on our domain and only use Citrix If they can't get onto Citrix then they'll need to ring or send us an email as they wont be able to access the Service portal

I've had this error today as well while updating a call, previously I'd only seen it when resolving/closing a call This is the first time I've seen it since we updated to the latest version

Hi @cchana is there any update on this? We want to start pushing out the use of the portal to our users Thanks, Pete

We imported all our old data from SupportWorks in Service Manager but the way we were using SupportWorks we didn't often resolve calls we used to just close them instead We've now changed the way we're handling calls and we set them to resolved and then let the customer close them or let them auto close after x days In need to report on the resolved date for the calls which is ok for anything we've closed within Service Manager but the h_dateresolved field is blank for thousands of records Would it cause any issues to run an update query to set h_dateresolved to use the data in h_dateclosed for closed and resolved calls where h_dateresolved is blank? Is this the SQL I would need to use? UPDATE h_itsm_requests SET h_itsm_requests.h_dateresolved = h_itsm_requests.h_dateclosed WHERE h_status = 'status.closed' AND h_dateresolved IS NULL

Hi @James Ainsworth is there any update on this? It would be great if the app had the functionality of service manager for logging and resolving calls or if there was a companion app that just focused on the calls side of things rather than the collaboration The notifications work but when I click to go to the call it says that I don't have permission It would be useful to be able to use the app when away from my desk to log calls etc also I doesn't use SSO so I can access it when away from the network

Hi, For the past few days I've been randomly getting an error when closing/resolving a call I don't know if I'm clicking resolve and then close to quickly or if it is something else I wouldn't say I've been doing anything differently to normal Generally I resolve the call and then I'll click close rather than waiting the 3 days for the auto closure that we have set up as we haven't gone live with the service portal yet

@James Ainsworth do you need me to upload the images again? I copied an pasted them in but looking at the post again now I can see that they aren't showing I didn't notice them disappear when I added the post

@cchana I seem to have problems when copying a pasting screenshots, I've uploaded files instead this time

Hi, The search function on our service portal is no longer working I'm not sure when it stopped working but I've tried it today and yesterday and it never returns anything I think it may not have been working on Tuesday either After a while it comes up with the following error We've just started getting a few of our users to trial the portal before we announce it to the organisation I know it has worked ok in the past kind regards, Pete

Thanks James, I've set up a view so I can export a CSV file, had to change the limit on number of records it exports as it was limited to 1000 I tried setting to 0 as it said that would be no limit but then it wouldn't list any calls on the view and said there were too many to display One example of a graph I've been asked to produce is one showing the number of calls opened per month v the number of calls closed per month along with a line showing the difference in those two numbers It's using negative numbers for the number of tickets closed Another example is as follows, I've had to make up the data for illustration purposes as it would need to be a snapshot in time at the end of each month This is looking at the how many calls are outstanding for each age range per month And lastly, calls opened and close per queue We would then want to incorporate the graphs into a presentation i.e. PowerPoint We may also want to keep them to look back on at a later date for a comparison Thanks, Pete

We are getting it randomly too I don't think I've ever had the issue but one of our analysts in particular seems to get it quite regularly

Hi, Is there any setting that can be altered that controls the number of visible service icons before you have to click on 'More services...'? I've been asked whether it is possible to have them all showing without clicking on that I have explained that you can add your most used as favourites or that you can go to active calls to view the services with active calls against them Thanks, Pete

Hi, What would be the best way to export the call data so we can run reports on it? I've set up some reports in the Advanced Analytics but there are some things we'd like to do that aren't possible in the module and we want to be able to include the information in a PowerPoint presentation so they would be better in Excel We'd also like to be able to keep the monthly report data to look back on for trending I'm thinking that we might need to export data for calls logged/closed/resolved in the last 12 months We would need to export this data every month In SuportWorks I had an Access database with an ODBC link to the SQL database and had some VB code to export the results of a series of queries into Excel, one query per sheet, and then I had charts linked to that data Thanks Pete

We have people with images in signatures and they get added as attachments when a call is logged from email I'd like to see the email embedded with all images in place on the timeline

I came across one today where a customer had updated the call via email with an attachment The only clue that there is a screenshot is where it displays [cid:image001.png@01D1F2F6.7547EE60J] To view the screenshot I had to go to More Actions and View Email which then takes you to the email in the inbox I would be better if it could keep the screenshot visible in the update, it didn't even strip out the screenshot and add it as an attachment to the call Fortunately we're not emptying the deleted items folder at the moment but I know we had to periodically in SupportWorks as it would slow down when switching between the folders and often timeout