dwalby

Hi all, I'm trying to create a measure/report to show first time fix, from what I understand there isn't a flag as such within Service Manager that captures first time fix, so instead I'd like to create a measure that shows the percentage of requests resolved by our 1st line team. How could I go about doing this? Thanks in advance

@Dan Munns - Thanks, we could look at doing something similar, however a large number of our employees are homeworkers who have no need to connect to the corporate network. The ability to upload images would be the best option for us.

Hi all, When creating FAQs, known errors, etc. we often add images to the articles for ease of use for the users, from what I understand this can only be done via wiki markup with URLs to the images. (See post from @James Ainsworth here): So far I've managed to get by using images readily available on the web for common applications like Microsoft Office, etc. However for bespoke business applications which produce error messages for example we need an alternative solution. I'd be interested to hear how and where Hornbill users are hosting their images for this purpose. Alternatively, could I raise a feature/enhancement request to simply allow images to be pasted or uploaded to Hornbill? This can already be done on the portal, workspaces, within request updates, etc. but I'm not whether it'd be possible to extend this functionality further for known errors, FAQs, etc.? Thanks in advance

Hi all, Is it possible to publish known errors to multiple services? As an example, we have a service for E-mail, Calendars & Meeting Room Booking and Microsoft Office & Office365 - for known errors regarding Outlook it'd be useful to publish against both services in the portals. Thanks in advance

Hi all, We've yet to migrate to Service Manager from Supportworks, but something just occurred to me whilst using Supportworks. In cases where there are multiple open incidents relating to a problem, we often select all related incidents, update and place them all on-hold (If the problem is pending a change, or 3rd party support, etc.). How can this be achieved in Service Manager? Thanks in advance

@Steven Boardman - Yes, in fact currently all teams support all services so the 'All My Services' view will work for what we need, thanks for clarifying.

Hi all, We currently have a our Service Desk teams setup as below: IT Service Desk (Parent) 1st Line Service Desk (Child) 2nd Line Service Desk (Child) Infrastructure Applications Development Business Intelligance & Reporting Occasionally members in the 2nd Line Service Desk team need to be able to view and action requests in the 1st line queue in order to provide cover for absence, etc. I could simply add the 2nd line analyst to the '1st Line Service Desk' team, however wouldn't this mean they'd get all the 1st line team notifications, e-mails, etc.? Is there a better way to do it? Also, the 'IT Service Desk' team is setup as the parent to 1st and 2nd Line teams, this was suggested as part of the original configuration of our instance, however I'm still struggling to understand the benefit of it in practice. I'd just be interested to know how others have structured their teams I guess?

Thanks for clarifying @Victor but it'd certainly be useful to have the "Asset Tag" variable available within incidents, requests, etc. for this purpose. Could that be raised as a enhancement please?

@Steven Boardman I'm not seeing 'Asset Tag' etc. in the variables on the custom button. I'm creating the custom button within an incident as generally speaking that is where we'd attempt to initiate the remote session from.

Hi all, Is it possible to initiate a remote support session with a customer (using the hostname of the asset that's associated with them), using Teamviewer, Remote Assistance, or similar tools within Service Manager? Thanks in advance

@James Ainsworth - Great that sounds like it'd do the trick, will await further update, thank you.

Being able to add Connections for interested parties would be a useful feature and our usage scenarios for this would be similar to @DeadMeatGF & @samwoo. I've also previously raised (can't find it now) a usage requirement where we have 'champions' within a department who we'd like to automatically be added as connections to requests raised by anyone in the department. I understand this is possible if they are the manager of the request, however in the case of the 'champions' they're not necessarily the managers of others in the dept. @Steven Boardman - Good to hear re. the asset picker, will keep an eye out for this.

Thanks @James Ainsworth - I've already published the known errors to the portal, however my suggestion was that in cases where a user has not seen or searched for the known error and instead proceeded to raise an incident, an IT analyst then has to pick this up and resolve the incident using the known error and documented workaround (that the user could've done themselves). So at the point of the resolution and subsequent resolution e-mail, the e-mail contains something like the below: "Did you know, guidance on how to fix future occurrences of this issue yourself is available on our self-service portal here: link to published known error" I appreciate that the dynamic searching feature is under development, but figured the above would be a good interim measure to encourage users to search the self-service portal themselves for known errors, etc. Not sure if that is possible but hope that makes sense?

Has anyone successfully managed to configure this following the recent update. I'm hoping to give it a try over the next few days/weeks.

Just tried this but it still seems to auto-log me in, tried incognito mode in Chrome also. I'll try it from another machine...

Hi all, I have some documents I need to clear that were created using the system admin account. We're now using SSO, and as I'm not the owner of the document I'm unable to remove them. Is there a suffix that needs to be added to the usual live.hornbill.com/instancename/ in order to do this? Thanks in advance

Hi all, As I'm sure everybody does, I'd like to be able to promote the use of our customer self-service portal as much as possible and encourage users to search the FAQs and known errors to identify and attempt fixes themselves. In cases where a customer has raised an incident and a known error & workaround exists the analyst dealing with it can link the known error to the incident which then populates the 'Solution' section and can be used as the 'Accepted Solution' to resolve the call. In order to encourage the customer to search and use the FAQs and existing known errors in future and highlight when they could've self-served, is there a way in BPM to identify that the known error and workaround have been successfully used and automatically provide a link to it within the resolution e-mail so that the customer can attempt the workaround/fix in future? Thanks in advance

+1 on the frustrations with this, we're yet to go-live but being able to easily search for requests is often coming up in discussions I'm having in my overview/training sessions with the teams who'll be using the product. It's a little disappointing when it comes to demonstrating the search functionality to those who ask.

@conorh - thanks I'll give this a try

Hi all, Is it possible to edit the default progressive capture forms in anyway? Here's my usage scenerio: We have a department of approx. 40-50 hot-desk users in our call centre, when logging a incident request via the portal they're asked to provide the asset they're having issues with. I'd like to be able to include a line of text to the form description advising where to find the asset label on a device and possibly a photo example. Is that possible? Currently I have a simple 'Label' custom form before the 'Asset Details' form, but think it'd be cleaner to have it all in one if possible. Thanks in advance

Hi all, Any suggestions on how to create a widget that displays the top 10 'most active' Problems and Known Errors? By 'Highest Impact' I mean those that have the most linked incidents to them. Thanks in advance

+1 for this also

Thanks @Lyonel

Hi all, I'd like to create a widget displaying the 'Top Request Resolver' of the day (and week, month, etc.) How would I go about doing this so it shows the number of requests resolved as well as the name of the analyst? Thanks in advance

Hi all, We have SCCM imports setup on an hourly basis which imports any clients currently connected to SCCM with the SCCM client. I've noticed that when we re-image a device with SCCM, it removes the asset from Hornbill as the connection/association with SCCM is temporarily broken. Will this cause a loss of historical data on the asset, i.e. previous owners, etc.? Is there a way to prevent automatic removal of the assets during the SCCM import? Thanks in advance