BobbyB

Hi @will.good We have the same problem with snippets, they are basically just an uncontrolled mess. They are a terrific idea but unmanageable, anyone in our IT can create a snippet and then that can be sent to a customer without any checks on grammar/spelling etc. If a role cannot be used to create snippets then is there a way to just turn them off? Templates would provide the solution for having a more centralised method of email management, that's assuming that the templates will be looked at in the future. It would be really beneficial to have this in groups/teams etc. Would just make it easier to find and manage. These are a couple of areas that would benefit all organisations using Hornbill... @James Ainsworth @Alisha

Noticed on the timesheet input, it shows this error before you've actually entered anything

We actually just received a request this week for this option. But sorry Steve I'll have to disagree with your definition of an Incident/Problem. Anything that is 'broken', 'faulty', etc. will be an Incident. A fault with a high use application will cause numerous calls into a helpdesk/service desk. So we are talking about a high number of singular events. A 'master' Incident is normally used for these situations with subsequent customer calls added as 'Impacted' onto the master Incident. That master Incident is then resolved when it is either fixed or a workaround is in place. After that point a Problem record can be opened. Problem records are used to find the root cause of Incidents and are normally opened when you ask the question 'so what actually caused that issue' and the answer is 'we don't know'. Once the Root Cause is determined then it becomes a Known Error, which can be either used to fix incidents or workaround them. Finances normally come into force on some Known Errors, easier to reboot a server once a week then to replace costly main circuit boards or upgrade software taking hundreds of hours. So to go back to the original question here, yes having the means for customers to 'Impact' themselves onto a master Incident would be of great benefit as that then can show the true impact of the Incident on the organisation.

@James Ainsworth @Alisha Hi James, we're still having difficulties with this lock function. Now if a User has the roles Incident Management User and Service Request Full Access, would they by having the Service Request Full Access then be able to bypass the lock on Incidents? Thanks, Bobby

thanks @Martyn Houghton but we need the timers to stay running while the incident is still open.

@Steve Giller, yes exactly that. We would use the Active sub-statuses for this. And would use the default value that we have for them as below. Thanks.

@Victor, so just to confirm, once they have expired, we'll be able to resolve the request without any issues? Thanks

Hi @Victor, yes currently the task cannot be completed as it's expired, so either need it removed or re-enabled so we can clear it off the individual's activity list.

Hello I have a member of staff with an expired task on one of their incidents. How do I go about either deleting this task or changing it from expired to active? Many thanks,

@Deen Has there been any update on this? Even if we can't get them linked to a Catalog item or team etc. would it be possible to just create folders in the list? At least this would help organise the hundreds of templates that everyone probably has now. Thanks @Alisha

@James Ainsworth @Alisha Thanks for your reply. We require authorisations but not from a named individual (authorisations will be on a rota) so the emails are going to either a distribution group or Teams channel. Yes, the way you have it setup for individual users works very well with the weighting and we use that for our Changes process. Unfortunately for this particular scenario, we can't send authorisations to a named individual, thus we'd like to be able to have a secondary email address to send to. Setting it up this way also helps if someone is on leave.

@AlexTumber Thanks for the reply, it would be the same 3rd party supplier but a different contract SLA e.g. changing from a 2 week fix to a 6 hour fix etc. Thanks

We're also seeing that error on all calls.

Good morning, is it possible to change the Supplier SLA on an open incident on the Supplier Module? We may have occasion when a call is logged to a 3rd party and then subsequently we find that instead of a 'low' contract it is actually a 'high' or greater SLA. Thanks,

@Deen Hi Deen, here's a download of what I started, I'd run this report and would like to exclude the LicenseIT role, this then would leave everyone else from the Business. Thanks, it---service-desk---hornbill---test for removal of LicenseIT.txt