[Ability to Stop People Creating Snippets]

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

[Preview new User Interface for Core UI]

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

["Me too" for incidents]

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.

[Lock Resolution for particular role]

@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

[Enhancement to On Hold function]

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

[Enhancement to On Hold function]

@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.

[Expired Task]

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

[Expired Task]

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.

[Expired Task]

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,

[Different email template per catalog item?]

@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

[External authorisation - CC field]

@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.

[Changing Supplier SLA]

@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

[Error message when opening requests]

We're also seeing that error on all calls.

[Changing Supplier SLA]

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,

[Report on Accounts]

@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

[Error when trying to copy report]

Thanks Steve, yep I opened up the report, clicked on the + under schedule then selected 'run once'.  Saved and then I was able to Copy the report.  Perfect.

Bobby

[Error when trying to copy report]

Is anyone else getting this error.  I need to create a new report so I am copying a report with the normal 'Copy report as...' but am receiving this error:

 

Thanks,

Bobby

 

[Report on Accounts]

Hello, I've recently added a role to my IT staff User accounts, so reporting on those is straightforward.  What I'm having a problem with is reporting on all User accounts that do not have this role.  Everything I've tried ends up showing all the other roles assigned to all the User accounts, which is pretty much a complete mess.

Does anyone have any ideas on this?

Thanks,

Bobby

[User accounts creation date]

Is there anyway to pull out a date/time of when a Basic account has been changed to a User account?  I have quite a large number of User accounts and it would be really beneficial to be able to view when accounts were changed to User status.

Thanks,

Bobby

@Alisha

[Custom Button or Option for the customer]

Good morning, is there anyway to create a custom button or option for the customer to select while viewing their request on the employee portal?

We currently have a process for Lost/Stolen items, and while this actually works really well it falls over if/when an item is then found before the request is resolved.  I'd like something where the customer can select 'item found' which would then trigger a banner to appear on the request.  The technician working on the request would immediately see this.

Or is there another way to do this?

Many thanks,

Bobby

@Alisha

[Unable to logon to system and unable to raise a support ticket]

Ours has just knocked everyone out, with the following screen:

[Viewing complete workload]

Hello, I have tried to search but didn't come up with anything similar, so sorry if this has been covered elsewhere.

 

What I'm looking for is a way for an IT manager/supervisor to view the complete workload of an employee.  A way to see everything assigned: activities, project tasks, incidents & requests assigned to give a complete workload picture of the employee.  Is this possible?

Thanks,

Bobby

[URGENT Error when Basic customers try to access our category list on the Employee Portal]

Thank you, yes I checked with a couple of our customers and it's working again.

[URGENT Error when Basic customers try to access our category list on the Employee Portal]

Thank you very much!

[URGENT Error when Basic customers try to access our category list on the Employee Portal]

We've started getting this error on some of our basic customers: @Nanette

 

Can this be looked at please, many thanks

Bobby