dwalby

@ArmandoDM Thanks - that might do the trick! I'll test it out.

Hi all, I'm trying to setup my BPMs so that if an analyst is raising a request and has specified a team/analyst during the progress capture stage then it gets assigned accordingly, if not it'll default to the 1st line team. In our environment members other than the 1st line team occasionally need to raise a request. Currently my new incident BPM assigns ALL requests raised by analysts to 1st line via a Assign to Team node at the beginning of the workflow- this is inefficient for us for a few reasons; 1) 1st line analysts receive an e-mail/notification every time a request is raised, despite is subsequently being picked up almost immediately by the analyst from another team who raised it. This causes both confusion and unnecessary notifications 2) The analyst who raised the request then needs to manually assign it to themselves after it's been raised What I was hoping was that I could add a decision which looks at the progress capture to see if anything was specified in the Assignment node, if not then assign to 1st line. When adding a Get Progressive Capture Answers and decision however, it seems you can only select results from custom PCFs not the out-of-the-box new incident PCF. Is there another way I could do this, or a better way altogether? Thanks in advance

@samwoo I get your point regarding a monitor but personally I can't think of anything worse than sitting at a desk in front of a monitor to play games in an evening. After all, that's where I spend most of a working day. That said I'm a much more casual gamer than most I suspect, I don't take anything too seriously, I just play to have fun. My reason for moving to PC gaming over console was for a few reasons: * Bigger games library * Cheaper games * Better media player capability * Upgradable Despite the fact that console gaming would on the surface seem a better suit for my living room gaming requirements, my Steam PC serves me well. It seems over the past few years Steam and PC game developers have recognised this as a format for PC gamers with more controller compatible games, custom controller config, steam big picture, etc I've seen PUBG, most of my friends have it but they've mostly been playing Fortnite recently. They're obviously both the in the same genre but have totally different game mechanics with building, etc. Part of my reason for not trying Pubg is because I know I'll be destroyed by KB and mouse users... This isn't such a problem in Fortnite thanks to cross-play and a more casual play style.

Decent specs above! Puts my system to shame, although I've never had any major issues running the latest games with the detected recommended settings. I essentially use my PC as a console, connected to my living room TV via HDMI in conjunction with Steam Big Picture Mode, a X360 controller (Or Steam Controller). Although recently I've bought a cheap wireless gaming mouse to see if I could get back into online FPS' (Without the disadvantage of using a controller). I've not managed to find a comfortable way of using a keyboard whilst playing from the sofa yet though, I did try this: https://www.amazon.co.uk/Wireless-Bluetooth-Controller-Cardboard-Smartphones/dp/B01NBDM4AJ as an alternative to using a keyboard, but unfortunately the analogue stick only works on X & Y axis and not diagonals search continues... Anyway here's my system.... Primary System: PC Specs: 1. Graphics: AMD Radeon 280x 2. CPU: Intel i7-3770 3. Motherboard: ASUS Sabretooth 990FX R2.0 4. RAM: 16GB Kingston HyperX Beast 2400MHz 5. Monitor: Panasonic 50" 4K CX802B 6. Mouse: Technik Wireless Gaming Mouse 8. Keyboard: Logitech 9. HDD: (Primary) SSD 250GB (Others) WD 2TB 10. Preferred Controller: Xbox 360 Steam games I am playing now: 1. Fortnite (Not Steam I know, but it's such an easy game to chuck on and casually play, free too!) 2. Dishonored 2 3. Evil Within (Terrible game, but I'm trying to clear a backlog) 4. Doom (Playing on the hardest difficulty - it's hard work!) My top 3 favourite Genres: 1. RPG 2. FPS 3. Action/Adventure My most favourite games of all time: 1. Elder Scrolls Skyrim 2. Dishonored 1 3. Far Cry 3 4. GTA Series 5. Fifa Series Other Systems: 1. Emulators (via EmulationStation and/or BigBox Front-End) - SNES, NES, Megadrive, N64, GameCube, PSX

@James Ainsworth - Is there any mileage in raising this as an enhancement request? The ability to upload images to Hornbill for Known Errors, etc. would be really useful for us? Currently it's limited to Bulletins I believe. We do not have a means of uploading images to a URL currently, so I'm having to link to images I find on the web which are not always suitable and in some cases do not exist.

@Pamela - Thanks will take a look into doing this.

@Pamela - Thanks for this. Sorry should've mentioned I already have the notifications to the team setup. When requests are logged initially they do not have an SLA allocated, as this is a manual step performed by the 1st line analysts basing the SLA on impact and urgency. I'm therefore not sure the response escalation notifications will work.

Hi all, Our workflows mean that any requests logged via the portal are assigned to the 1st line service desk team, and appear with no owner until they're picked up by an available analyst. The problem we're finding is that they're often getting lost in a sea of requests and sometimes forgotten to ever be picked up. My thinking is that it'd be useful to send a reminder notification/e-mail to the 1st line team to prompt them to pick them up. I was hoping that I could use the 'Expire period' functionality (similar to the 2-stage closure/wait status change node) then have a node to send e-mail, but it does not appear that the 'Expire Period' is available on the 'wait for request owner' node. I'm guessing this would be an enhancement request as I cannot see a way of achieving this with current functionality, unless anyone could think of an alternative method? Thanks in advance

+1 for being able to do this if it isn't currently possible. Going to follow this post for further updates....

@Lyonel just on the off chance, as per my post below, I'm also trying to track the number of e-mails sent to our service desk throughout a day per hour in order to calculate demand, etc. I'd like to be able to produce a chart that shows the number of e-mails received per hour and have it mapped to a bar graph so we can understand our busiest times. Do you know of a way of doing this without needing to export to Excel?

@DanielRi - Great to see this released, I've enabled it already and looks to be a really good feature.

@Steven Boardman - Thanks for this worked perfectly

@Victor - Thanks, I remember now, I think I removed it because outbound e-mail updates to customers were defaulting from the live.hornbill.com address and when customers replied they went' into the wrong inbox - not the domain mailbox. I'll look at re-instating it and ensuring it's not used as the default for outbound.

Hi all, Since going live with Service Manager the Direct Outbound e-mails appear to be failing. This appears to be because it is now trying to send and fails from noreply@ourdomain.org.uk instead of what was previously noreply@live.hornbill.com I'm assuming this is because I must've removed the @live.hornbill.com domain or e-mail configuration at some stage. Where does it need to be re-instated? Alternatively, is there a way to use noreply@ourdomain.org.uk instead?

@Lyonel LEGEND - thanks!

@Lyonel - I thought that by having it as a measure it'd allow tracking of the 'average time to log as request' over a period of time. A report could work if not though, how can this be done? I've tried looking at where to enter your SQL code but can't see where to put it

Hi @Lyonel - I'm trying to achieve the same as the OP, ideally I'd also like to be able to do this as a measure so we can track this as the 'Response' time between e-mail arrival and being raised as a request. Do you any suggestions on how to do that?

Hi all, I'm trying to calculate our Service Desk demand statistics and am therefore looking at things like e-mail & phone volumes. Is it possible to setup measures/widgets to track e-mail volumes and activity? Ideally I'd like a graph that shows the number of e-mails throughout each day of a working week on average. It'd also be useful to see how long it takes an e-mail to be raised as a request if possible? Thanks in advance

Thanks @Steven Boardman - I'm struggling with this a little, this is what I've done so far (as I want the full department name, not ID) - I'm assuming the error is because I also need to join the h_itsm_requests table somehow?

@Victor Thanks for this, I'm sure I can get what I need from this

@Victor my SQL skillz (I'm also down with the kids) must be worse than @Dan Munns! This is where I'm attempting to create the query within the measure, but doing this returns a 0 value. I'm assuming the query needs to be different in this section?

Hi all, I'm looking to create a measure showing open requests over 3 months old, presumably this will involve a WHERE clause querying the h_datelogged column but I wasn't sure how to build this to show requests logged over 3 months ago? Thanks in advance

@James Ainsworth - Thanks for this, I'm finding it difficult to influence the use of workspaces within Hornbill as I think I've mentioned previously we already use Microsoft Teams as our collaboration tool, which carries a number of useful features. I think you've looked at integrating this but the APIs are a way off, but I'm hoping this will be possible in future. In the meantime, we're likely to continue to receive "enhancement requests" via e-mail, in which case we'd raise as a Service Request and where necessary we could utilize the option to "add to board" and have a "Development Scrum Board" as you suggest. As you say, ideally it'd be best to work this into a ProgCap, BPM, etc. so I'll be reviewing this and look to implement asap. Thanks again for your guidance on this, as always very useful.

Come to think of it, @Steven Boardman @James Ainsworth I've often seen you both respond to "enhancement requests" here on the forums. How do you capture those requests and do you utilize Hornbill to manage them through to implementation?

Hi all, I'm trying to setup a weekly scheduled report showing all open requests for a particular department, I've managed to setup the columns I require and filter by request type (Incident & Service Request), however I'm struggling to apply a filter to only show requests from a particular department. Any suggestions on how to achieve this? Thanks in advance