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Found 7 results

  1. We have noticed that incidents that are being generated from emails by an analyst are not including the attachments in the request and are 'leaving' them in the emails. Has anyone else noticed this issue?
  2. When users try and put Incidents on-hold, they are receiving the attached error. This is purely only on Incidents, and not Service Requests. No changes have been made to the Incident process since early December, and this issue has just been occurring today. Health Check returns no issues. Can you advise what needs to be done to investigate this further and resolve the issue? Many thanks, Neil
  3. 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.
  4. I was wondering if anyone can assist, we are trying to create a report that will show all incidents closed the previous day with either no asset number or the asset number 0000 attached. How would be the best way to do this?
  5. Searching for Requests in Service Manager Hornbill's Service Manager offers a number of search features for locating requests held within Service Manger.  These include options from using simple filters to creating complex search conditions. The Global Search located at the top of the browser is always available no matter which Hornbill app you are working in.  A combination of a text search, search tools, and advanced operations provides the flexibility needed for fast results. The Request List in itself contains a number of easily accessible options such as the Quick Filter located on the Request List tool bar.  As this works within your request list, options such as sorting and exporting your results are also available. There may also be a need for a more complex search to find something very particular whether it be a single request or a group of requests.  For this we have the Advanced Search.  A wide range of criteria can be selected to build different conditions for your search.  Now you may find yourself searching the same criteria over and over again.  If this is the case you are able to save your Advanced  Search as a View.  This will then be available in your list of Views to be used when ever needed. One additional feature for searching requests can be accessed from the keyboard using the Shift+Ctrl+F key combination.  No matter where you are in Hornbill you can access this search where you can can enter a full reference number and open the request.
  6. Afternoon All, Apologies firstly if this has been asked before, I search but found nothing relevant. I'm wondering what ways people have found of surfacing workarounds to Service Desk analysts when they're logging Incidents. In an ideal world the analyst would provide a service, and SM would present the analyst with open PB and KE records associated to it automatically. Is this something anyone has any experience of?
  7. Creating Request Sub-statuses While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open.   This might be to describe what is currently being done to progress the incident, or possibly to display who needs to action the incident next. Hornbill Service Manager allows you to create and manage sub-statuses not only provide this type of description, but also to set if the incident should be on-hold during that time. Automation can be set up to change the sub-status based on when a customer either update the incident on Self Service or if the customer sends an update by email to the Service Desk.
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