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Found 38 results

  1. Good Morning all, We are running into an issue regarding marking time logged against tickets as billable or not billable. Would it be possible to change the default categories under which a certain action is logged based on the service a request has been logged against, or add an easy way to mark this time as billable? Some of our services are time billable by default, and some are not. Right now we are using a default subcategory called 'Ticket Update' for all time logged against a request. This does not distinguish between billable and not billable time. Because of this we created a second subcategory called 'Ticket Update Billable' for all billable time. Whenever our agents are logging time against a ticket logged against a service whose time is billable our agents would have to constantly change to the second subcategory. This small extra step is easy to forget and when forgotten will cost the organisation money. I look forward to hearing from you, Alex
  2. When our basic users login to the service portal, they are not presented with the available services. They only have the option to change their profile. When the "standard" licenced users login they can view all available portal services. I`ve checked the services and in terms of subscription they are configured as "This service is available to everyone".
  3. Good Morning all, We hope to create a list of all requests which have tasks marked as billable for service 'X'. What I have so far allows us to create a list of tasks marked as billable for clients with a specific value within a custom organization field. For example: All requests with tasks marked as billable for every client whose organization has h_custom_8 = 'Swyx Hosted'. We would rather have the report look at the actual service instead of some custom organization field which may or may not be up-to-date. I figured I would just join h_itsm_servicesubscriptions (h_fk_subscriberid) with h_sys_organizations (h_organization_id). (and optionally h_itsm_servicesubscriptions (h_fk_serviceid) with h_itsm_services (h_pk_serviceid) for filtering on service name instead of service id.) When generating the report the system throws a general "Error occurred while executing generated querry" error. I think it has something to do with the joins, but have been stuck on this for a while and am open for suggestions! Thanks, Alex 1-swyx-hosted---alle-tickets.report.txt
  4. Hi, The search function on our service portal is no longer working I'm not sure when it stopped working but I've tried it today and yesterday and it never returns anything I think it may not have been working on Tuesday either After a while it comes up with the following error We've just started getting a few of our users to trial the portal before we announce it to the organisation I know it has worked ok in the past kind regards, Pete
  5. Hi, Is there any setting that can be altered that controls the number of visible service icons before you have to click on 'More services...'? I've been asked whether it is possible to have them all showing without clicking on that I have explained that you can add your most used as favourites or that you can go to active calls to view the services with active calls against them Thanks, Pete
  6. We have a number of times where we need to move calls from one service to another is this possible? can anything be configured in the business process to switch to another service is a mistake is made? Thanks
  7. Hi, I've just created a new catalog item within a service called 'Remote Working' and for some reason it hasn't put it into alphabetical order. It certainly used to - is this something that has broken or have I forgotten something :-) Thanks Tina Catalog Items.docx
  8. I applied two updates to Service Manager today, the second one seems to have wiped out the progressive captures set against each of the catalogue items Has anyone else experienced this? We're looking to go live next week but we can't have an update knocking out these settings especially when we start getting users to use the service portal
  9. We are currently setting up a large number of Services ahead of going live and going a bit loopy scanning through the Icon selection pages, so I have created a visual lookup document in word with all the pages to make it easier to locate/choose an icon for the Service and know what selection page it is on. Hopefully this is useful to others as well. Cheers Martyn
  10. We are in the process of updating the Details Form on our Services to make some of the custom fields view able as we will be both using them going forward and also be transferring some data into them as part of the migration using the Request Loader. My understanding was that this customisation is at a per Request Type and Service, but it appears that when you save the customisation it is partially saved across all services. For example when you add customisation to a Service, in this case add CustomA as field called Third Party to the Elections service and apply the changes they then appear as expected. Now you go to a different Service, but for request type of Request and click on the Details Form, you get the default form without Custom A field being displayed, which is expected. If you then add custom field A with a different title on this service and apply the changes. However if we go back to the original Service and click on the View Details Form, we will see the title of the field we added originally as Third Party has been altered to the name we used in the last service customisation. It seems to stuck halfway between the customised details form being set across all services (in terms of field titles) but not applying the same fields to all services/request type configurations. Can this be checked as I think this is a bug. Cheers Martyn
  11. Good morning, We are going live to our user base on Thursday but have an issue where all our available services are not available to view on the self service portal. It will show a maximum of 6 and no more. We have added around 12 services but only 6 are visible in Self Service. This is quite a problem as this means users will be unable to view 6 of the services. This is when 'All my Services' are selected and we are not in the 'favourites' view. Any help would be greatly appreciated. I am aware this issue exists from talking to your support team and I am wondering when this will be addressed. Thank you, Andy
  12. Hi, I would like to know if it's possible to assign a default service to a progressive capture? If not is this something that can be added in the future? Thank
  13. At the moment when a customer logs an incident for the customer portal they first select the service from the services available to them. When a incident is being logged by phone or email, will the list of Services generated in the progressive capture 'Service Details' by filtered to those services the select Coworker/Contact has been sunscribed too? Cheers Martyn
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