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Showing results for tags 'incident logging'.
Hi, My company has multiple email domains, and unfortunately there is no universal standard as to which domain emails will come from. This means that only emails sent from the same email address that is setup on their user account automatically create an incident when they email the helpdesk. Is there a way I can create a Hornbill Automation that will pull the firstname and lastname out of the email address and manually check and update the contact details if they are not passed through from the Progressive Capture? Thanks james
Hi all, I am hoping to be able to pick some brains re: Incident Logging. Currently our incident logging PC is very simple. Summary / Description. That's it. This obviously leads to tickets with very useful information such as (taken from an actual ticket): Summary: Office Description: Word not working Now, I am looking at improving the form to be a little more useful from an analyst perspective. But I am wanting to do this without a load of questions that a; the end user may not be able to answer and b; won't make the process so long winded that they just pick up the phone instead. I was thinking of something like: Incident (Service) > Incident type (CIs) > Hardware (laptops, desktops, mobile phones etc) > Software > Network (WiFi, Internet, Sharepoint etc) > Other Then maybe adding a 'Things to check' bit on the PC if they select the relevant options. (So stuff like, 'Is your WiFi switched on / are you actually connected to the network' type stuff if they have a WiFi issue) So, does anyone have any ideas on how I can make some kind of improvements to our current PC or a little show and tell as to how you do yours? Thanks in advance. Dan