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dwalby

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Posts posted by dwalby

    Hornbill instability, disconnections & intermittent 'Access Forbidden' errors

    in Service Manager

    Posted

    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

    Multiple Customers

    in Service Manager

    Posted

    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. 

    Attachments - how useful?

    in Service Manager

    Posted

    @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. 

    Delay when logging requests

    in Service Manager

    Posted

    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

    Unable to login SAML Response Error

    in Service Manager

    Posted

    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?

    image.png.15d7d8550b93c9b0950794a13490d2e1.png

     

    Thanks in advance

    Measure for open requests older than X

    in Service Manager

    Posted

    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

    Email Attachments not appearing in requests

    in Service Manager

    Posted

    2 hours ago, Victor said:

    If the email was applied to the request automatically via routing rules then you won't see the attachments in the attachments section simply because the autoresponder operations do not process attachments. In this scenario the timeline entry that gets created on the request will have a paperclip icon on the right-hand side and the attachment can be viewed by opening the email using the "View Email" option.

    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?

    Role to create FAQs

    in Service Manager

    Posted

    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

    Change assignment of task at the same time as the job

    in Service Manager

    Posted

    On 8/3/2018 at 11:27 AM, Victor said:

    @lokent you can't set a task owner to a team, it needs to be an user, but you can assign it to the team instead of a user which means any user in that team can complete the task regardless who in that team is the owner of the request/job...

    @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!

    New Activity View

    in Collaboration

    Posted

    On 8/16/2018 at 10:22 AM, Daniel Dekel said:

    Yes you can @Giuseppe Iannacone. Is the same configuration as in the Progressive Capture's custom form.

    image.png

    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. 

     

    Chat - what are peoples thoughts?

    in Live Chat

    Posted

    @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.

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