dwalby

Hi all, Over the past few days we've been experience some performance related issues with Hornbill. Below are some of the symptoms we're experiencing: It appears to be taking noticeably longer to load request lists, open requests, raise requests, etc. When raising a request occasionally it can take several minutes before then showing a "Error raising request" message in the bottom right, the request does get raised but the confirmation pop-up prompt does not appear. Intermittent disconnections where a message states the session has disconnected. A "Access forbidden" message appearing following a disconnection Is anyone else experiencing these issues? Is there anything that can be done to troubleshoot this further? Thanks in advance

@James Ainsworth Sorry to chase on this, did you manage to find out if this was possible?

This is something others, myself included have posted about previously. It's a highly requested feature within my organisation as when performing service reviews for example, a department senior manager would like to view all open requests logged by their department. This isn't something that's currently supported other than if the person wanting access to view is the request loggers manager. One manager in particular got increasingly frustrated with being unable to view his departments open calls, so to workaround it I'm going to setup my BPMs to reassign it to him as the customer and add the original request logger as a connection. Not ideal though.

@lokent I believe point b) is already possible if I'm understanding what you're asking correctly. When composing an e-mail within the request view, click the attachments button, then beneath the 'Upload files' section there's a 'Show associated files ' option which lets you attach files already available within the request.

I've been tracking this for a while, have you had a chance to play it yet? I've been playing The Forest recently with friends, another good online co-op!

Hi all, Today there appears to be a delay when raising a request, after completing all stages of a progcap and clicking Finish the summary of the request and progcap answers are shown on the right-hand side but the confirmation pop-up does not appear. Instead a red error in the bottom right states Failed to log request (Or similar), in most cases however it does appear that the request is logged. This is impacting our ability to efficiently log requests at present. I'm not sure if it's related to the issue I've posted here that we're also experiencing? Thanks in advance

Yes, local Active Directory. I'll check in with the infrastructure team to review the time sync.

I've increased this to 180 seconds, however users are still getting the error, rather than increasing the skew setting is there something else that can be done to prevent/fix this?

@Martyn Houghton Thanks that's worked. Lifesaver! Will put this into our KEDB!

Turning this option to OFF, allows it to work but I'm conscious this has security implications...

Hi all, When attempting to login this morning we're seeing the below error message. It doesn't appear to be related to the OS system time and have tried restarting browsers, devices, etc. As this is preventing any of our analysts from logging on please could this be looked at with some urgency? Thanks in advance

Thanks @Victor I have a figure showing now, hopefully that's it. I'll keep an eye on it.

Hi all, I'm trying to create a measure that shows the number of open requests older than 1 month old for example. I'm no SQL expert but came across a post online that suggested that adding h_datelogged <= GETDATE() - 31 to the WHERE query would work, unfortunately not though. Any help appreciated

@Mohamed - My situation is the same as @SJEaton

Thanks @Victor for clarifying. If possible, could this be raised as an enhancement? To get the attachments processed by autoresponder so they appear as linked documents within the request?

Hi all, I'd like analysts to be able to create FAQ articles against services, but restrict the ability to edit service details, request details, etc. is there a pre-existing role for this? If not, what is required to create the role? Thanks in advance

Charts

I noticed last week that my Dashboards no longer load, I get an infinite 'Loading' loop. Haven't had a chance to investigate it much myself yet.

Hi all, I'm sure I've posted this before but cannot seem to find it I've seen a few instances where a user has e-mailed in an update to their request containing an attachment but the attachment does not appear within the request. Is this a known issue?

@Victor Yes, both support the new starter request process.

@Victor This may be a silly question.... I have teams setup as follows (parent/child) IT Service Desk (Parent) ----->1st Line Service Desk (Child) ----->2nd Line Service Desk (Child) Currently task assignment is turned off for the IT Service Desk as I thought this prevented analysts from assigning requests into this queue. I only want analysts to be able to assign requests to either 1st or 2nd Line. Taking note of your response (quoted) is it possible to allow task assignment to the IT Service Desk so that, for example if a new starter request is raised, any member of either 1st or 2nd Line can complete the associated tasks, but at the same time prevent requests from being assigned to the IT Service Desk God that came out rubbish! Hopefully you know what I'm asking!

Sorry to bump this, @Victor @James Ainsworth do either of you know if this is possible?

Hi @Daniel Dekel what's the difference between the functionality of 'Manage Checklist' and the use of Checkboxes within custom fields? I wondered if the use of mandatory custom fields in conjunction with Checkbox field types could essentially achieve the same functionality being asked in the topic below? I could be misunderstanding how custom fields could be used and admittedly haven't actually tried them out yet.

+1 on this also, when it gets to a point where you have multiple FAQs against a service it can be a little overwhelming when viewing the FAQs within a request

@Darren Rose @Victor - I may not be a good advocate for this as we are reviewing Live Chat licencing at the moment as it has had little usage unfortunately. Happy to provide my thoughts anyway. We use Skype for Business as our unified communication tool which is available to all users and as such customers/users tend to use that by default if they want to Instant Message the Service Desk team. I guess this is because it achieves what it sets out to do; instant/live messaging. Where as the customer/user would need to go to the Hornbill self-service portal first in order to use the Live Chat app. Selling the benefits of using the Live Chat app is a difficult one when considering how easy it is to use the already in place Skype for Business application which runs on startup and is used organisation-wide. There are a few problems with using Skype for Business of course, e.g. the detail isn't automatically integrated with Hornbill but we do not handle them any differently to say a phone call.