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  1. We have identified an issue where time spent entered on Service Manager actions on the Request View are not recorded in the timesheet manager, if the tab/session has been inactive for over approximately 30 mins. The action itself, such as update, resolve etc, is recorded on the request as normal but the call to append the time record to the timesheet application does not occur. This will continue to be the case until to force a refresh of the session using the CTRL-F5, after which the updates will record successfully both to the request and the timesheet app. Appears to be related to the web socket/access token connection of the request expiring/closing down after a period of inactivity, but this not being picked up by the Service Manager update, resulting in on the update being recorded and not the additional task to call the timesheet app to insert the time spent. We will often has a number of different requests open simultaneously and be using remote access to undertake work or monitor process, which we then return to tab/session to record progress and time spent. Can this be looked at a priority as there is no error or indication on the tab/session to indicate a failure to record the time spent. Cheers Martyn
  2. Hi Is there a way to report on the stage checkpoint of a ticket? I have the requirement to report on what stage a group of tickets are at, but cannot find a table that might contain the info Thanks Darren
  3. Can the time spent entered on Request List actions be included in the header information displayed on the timeline entry that is inserted into the request activity stream, so that is possible to see the time spent on each post without the need to open the timesheet dialog in the right-hand side. This would allow the timespent information to be viewable when printing the request. This information was visible on the Call Diary view in Support Works, so it would be good to implement this functionality in Service Manager. Mock-up This could be configured as system setting or at service level, so it can be turned on or off, depending individual preferences for the instance. Cheers Martyn
  4. Hi I have a few queries around problem management in Service Manager: 1. Is there a setting that can be enabled to automatically add the customer of an incident as a member or connection on a problem/known error, that their incident has been linked to? 2. Once the above has been added, is there something that can be configured to email an update to all of the members/connections on the problem or known error? 3. Is there the option to update each linked incident from a timeline update at any time - i.e. not a node defined in the business process - this is something we had configured in Supportworks and were able to, from any call diary entry, update any linked requests. Thanks Lauren
  5. I am trying to determine a way to monitor the number of Service Manage Subscriptions using a SQL Measure, so that I can keep a track of our subscription usage and also allow me to predict/plan for any required increases. I have got as far as below, but still are returning more rows than the subscription count, so I must be missing or have a invalid criteria. SELECT distinct a.h_user_id FROM h_sys_accounts a left join h_sys_accounts_roles rg on a.h_user_id=rg.h_user_id left join h_sys_roles r on rg.h_role=r.h_role where a.h_class=1 and a.h_account_status <=1 and r.h_application='com.hornbill.servicemanager' Checking Account is a Full User Account is Active or Suspended Has a Group membership which references the Service Manager application Any idea what I am missing? Cheers Martyn
  6. Service Manager Build 1901, appears to apply but UI and Admin Tool are not updated, showing there is still an update to apply. You are then able to apply the update multiple times, but it still does not show as applied in the application. Cheers Martyn
  7. Hello all, I'm hoping someone can help me with an error that's been reported to me. On the self service portal it seems managers have lost the ability to see their staff's requests in the self service portal. It worked previously before we updated to build 1884, I've just updated to 1901 but still no joy. I've checked the LDAP import and everything seems fine there as I'm still importing the manager field from AD and the log doesn't mention any errors regarding that... just wondering if anyone else has this issues? Any help is warmly welcomed Thanks, Martin
  8. As there is no interactive translation mode for the customer portal, I am trying to identify all the translation entries that would be applicable under the Translation options in each of the area's below, which would be applicable to the content displayed on the customer portal. Service Manager Collaboration System We have done the bulk update by using the Google Translate integration but now need to correct some of these using our native specking staff. My aim is to do this first off by extracting the current translation entries so that they can be corrected off line by our team and then any changes copied back in manually via the admin tool. Then once this has been done we would then do a second phase of interactively going thorough the portal to determine if any further changes are required based on the context/placement. To this end What is the naming convention for portal entries in the Translation options for each app? What table(s) are these held so that I can export them to Excel/CSV for the native speakers to correct? Is there way to determine when viewing the customer portal the specific translation element being used to display the label/text? Cheers Martyn
  9. Hello all, I've browsed through the community regarding various on hold requires in Hornbill Service Manager but I couldn't see anything raised for this particular topic. So I'll apologies in advance if this has been mentioned before and I've missed it. Occasionally there is a requirement to extend the request ticket on hold time, to a ticket that is already on hold. The only way to extend this at the moment, is to take the ticket off of hold and to then place on hold with a longer date. Has anybody been able to find a way to do this? I've also found that you can click on the on-hold time stamp, but it doesn't do anything, it would be nice if it were possible to amend the timings through this function. I presume this is due to limitation we have in the buttons in the attached screenshot, as there isn't an icon we can enable at the top of the request in the on hold state. Thanks in advance. Adam
  10. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
  11. Hi All, Having tested integration of people people data using the SQL User Import utility as per the Hornbill wiki, we have to import about 60k records. Is there any record limit on the utility?
  12. After switch-on, can I delete all requests and start from #1 again? Is that normal? We've generated an awful lot of tickets while testing workflows and am curious if we can start from #1 again at launch.
  13. Hi We've received some feedback from our analysts that the "Resolve Linked Requests" drop-down on the "Resolve" tab isn't obvious enough, and I can't help but agree. We've unfortunately seen several critical incidents be resolved by analysts then child incidents remain open for some time, causing a breach. Obviously some of this can be avoided with training. When resolving a critical or high priority incident, it is likely that child incidents will be associated and therefore need resolving at the same time as the parent incident. Similar to the "Reopen" and "Edit" button, could an additional button be added that says "Resolve Linked Requests" (preferably next to "Close")? The reason we cannot use the "Resolve Linked Requests" node in the business process, is because often a parent incident will have a problem, known error or change request associated which we do not want resolving at the same time as the incident. Thanks Lauren
  14. Following the latest updates I am unable to create new charts off of views. When attempting to create a chart an error flashes up when clicking save. Has anyone come across this or know the cause?
  15. Hi, Just realised that our outgoing mail to O365 from Service Manager is not going, and the test button confirms it. Outgoing via Hornbill was ok but that's not what we need. The config looks ok to me. Example errors attached, extract below: Unable to login to the SMTP server HornbillMailLog VerifySmtpLogin: DllDate: Mar 18 2019 .... ........ --sendCmdToSmtp readSmtpResponse: Failed to read beginning of SSL/TLS record. b: 0 dbSize: 0 nReadNBytes: 0 idleTimeoutMs: 30000 Failed to receive more TLS application data. tlsApp: Socket operation timeout. elapsedMs: Elapsed time: 30919 millisec idleTimeoutMs: 30000 --readSmtpResponse --auth_login Failed to login using LOGIN method --smtpAuthenticate --smtpAuthenticate --smtpConnectAndAuthenticate initSmtp: Socket operation timeout. Failed. --VerifySmtpLogin --ChilkatLog
  16. Good Morning, I'm after some guidance regarding the Incident Assignee role in Hornbill. We have a task called triage actions, which is to be completed by our Service Desk in hours, which worked fine. We then ran into a problem with our Out of Hours staff, as they weren't a member of the queue, they couldn't complete that activity. It was identified that by granting all support staff the Incident Assignee role, they would be able to complete any Incident tasks/activities assigned to that role regardless of which support queue they were a member of. We have now found by assigning 145 users to this role, that everyone who has this role gets notified of an activity to complete in their my activities pane in Hornbill Service Manager. As our Support Staff will only be interested in the ticket that they're looking at and working on to complete this task, is there anyway of removing this from the activity pane? Many Thanks
  17. When a call is logged via the Portal it is really easy for the analyst to select the Priority and assign although it is more tricky to then select the category as it is hidden in the details form. It would be great if the category could be applied in a similar way as the above.
  18. We are looking to to use Board Manager for tracking Service Manager Requests which are approaching SLA targets using the Escalation Actions, however to make it more useful, we need to look at displaying some additional information on the cards for each request. Is the default card content currently configurable? i.e. so we can include additional fields from the request entity? Cheers Martyn
  19. Not sure if anyone else has this problem or if this has been discussed previously (have searched the forums). Our change requests go through several stages of authorisation: CP1, CP2 etc. These stages require a completion of a task from the owner of the change at which point the Change Manager is contacted to approve the next level. This issue we have is that your change manager recently left and whilst I have updated the BPM for new requests all the old requests that are still in progress break when getting moved to the next stages. Here is the error message returned for this workflow: Xmlmc method invocation failed for BPM invocation node 's1/approval-00dccce6-55ba-4fb6-0c90-c1e4d3d2879e': <methodCallResult status="fail"> <state> <code>0200</code> <service>task</service> <operation>taskCreate2</operation> <error>The specified user &apos;USERNAME&apos; does not exist</error> </state> </methodCallResult> Is there anyone to fix these with the live calls as having to recreate the change or resolve them without the relevant stages completed is not best practice and won't look great come audit time.
  20. Can I raise an enhancement to provide a Request Attachment Importer tool. Like the current SQL Request Import tool, provide a mechanism where the attachments information containing the case reference, visibility and file path can be queried form a database and the tool loads the attachments against the referenced requests. It it could also have the ability to match the case reference to a custom field/External Reference field, so that the source only has to have the legacy unique ID in it. Cheers Martyn
  21. Hi, We've got several custom views that we need to remove/update that were created by someone who no longer works in the organisation. How do we go about doing this? As I understand the only way to do this is to get the owner (creator) to... Thanks Lauren
  22. When trying to drag an email message from Outlook client in to the Service Manager to attache to a ticket this doesn't work if using Chrome browser. However this does work if I am using Edge Browser. Is there a MIME Type setting that needs to be adjusted somewhere on the system?
  23. The Service Manager In-App Reporting is not including all the columns available in the Request List view 'Export Columns' configuration. In out case at the moment we are trying to get to 'Response Time' and 'Resolve Time', as well as closure category. Columns currently listed for In-App Reporting. Columns missing from In-App but present in Request List Views export highlighted in Blue. Can these column be added in, as they are especially important for reporting on performance on closed requests. Cheers Martyn
  24. Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. This started sporadically after the latest updates. The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this.
  25. Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
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