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dwalby

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Posts posted by dwalby

    Linking to Images within Hornbill

    in Service Manager

    Posted

    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

    Placing multiple incidents on-hold

    in Service Manager

    Posted

    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

    Service Desk Teams Advice

    in Service Manager

    Posted

    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?

     

    Initiate Teamviewer, Remote Assistance or similar from Service Manager

    in Service Manager

    Posted

    53 minutes ago, Victor said:

    @dwalby variables are contextual so "Asset Tag" variable will be available on Assets only... therefore if creating the custom button on Incidents you won't have the Asset Tag var.

    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?

    Ability to edit default pro capture forms

    in Service Manager

    Posted

    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.

    Promoting FAQs/Known errors

    in Service Manager

    Posted

    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?

    Promoting FAQs/Known errors

    in Service Manager

    Posted

    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

    Searching Requests

    in Service Manager

    Posted

    +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.

    Ability to edit default pro capture forms

    in Service Manager

    Posted

    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

    SCCM imports - Data loss?

    in Service Manager

    Posted

    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

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