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dwalby

Hornbill Users
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Everything posted by dwalby

  1. Not sure if it helps but whilst awaiting the impact assessment progressive capture forms, I've been experimenting with setting up my BPM to 'Wait for Impact Assessment' of which has Urgency and Impact questions (from low to high) - dependent on the answers it calculates the impact which is then used to automatically update the SLA accordingly, e.g. Impact of high and Urgency of high = Priority 1 Seems a very complicated way of doing it, but it works.
  2. +1 on Skype for Business
  3. @James Ainsworth I tested this further today with my product specialist and can confirm this is still happening. When testing I raised an incident which automatically gets assigned to a team via the BPM, when viewing the incident I selected the assign action and assigned to an analyst, yet the HUD did not update to reflect this until refreshing the page.
  4. Hi @James Ainsworth The timing information and capability we're looking for seems to all be available in Hornbill - i.e. technical investigation, resolution, phone calls, etc. We'd then use this timing information to be able to see how much time is spent resetting passwords for example by also utilizing the Request Category to profile the nature of the request. I managed to work my way through all services and manually enabled the timesheet plug-in - wasn't too bad but a global setting would be useful.
  5. Should this option appear when changing the 'Owned By' property? I've just tried it in the Hornbill demo instance and I cannot see a History button appear?
  6. Hi @James Ainsworth Thanks I'll ask my product specialist @NadeemMazhar to take a look.
  7. Is there a faster way of enabling time recording across all services? Currently, as per Wiki: https://wiki.hornbill.com/index.php/Configuring_the_Timesheet_Manager_Pluggin_for_Service_Manager it has to be enabled for each Request Type, then each individual Request Action. As an extension to this question is there a way of applying 'default' settings to all services including workflows for each Request Type and Actions, etc. - then any further amendments could then be made where necessary after?
  8. Hi @James Ainsworth Thanks, I saw that operation before and thought I'd found what I needed, but as you say, currently there're only incident and service request options. I'd be interested to hear when KEs or indeed any other request types are added to this option Thanks
  9. I've just started using Service Manager and am testing out the functionality of the product. One annoyance I've found however is that I have to manually refresh the webpage when assigning the call to an analyst whilst in an incident for example in order to see it take effect. Is that normal? Using Google Chrome currently if that makes any difference.
  10. Hi @James Ainsworth Thanks for the quick response. The concept of not having a KE and Problem open at the same time makes sense. With that in mind, is it therefore possible to resolve a Problem, then automatically raise a Known Error copying over relevant details by utilizing BPM workflow?
  11. I'm currently in the process of building a Problem Management Business Process and am looking at ways to link it with Known Errors. Is it possible to capture the action of creating a linked Known Error as you suggest within the HUD? I.e. Within the Problem Record, once a linked Known Error has been created, the business process detects this and a stage checkpoint can be marked with 'Known Error Created' or 'Workaround Available' for example? I was hoping there'd be a 'Wait for Linked Requests' task available when setting a suspend automated task, but there doesn't appear to be one.
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