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  1. I am interested in knowing the proportion of Service Manager users who are using the different request performance tracking options, namely Priorities and Service Level Management for their services. Cheers Martyn https://wiki.hornbill.com/index.php/Service_Manager_Priorities https://wiki.hornbill.com/index.php/Structure_Service_Level_Management
  2. I am trying to update my Incident management BPM so that if the source of the ticket is email, that is sets the ticket priority to P5. See below: In the decision node which check the source i have set it to: but for some reason, every time i try to test this it passes this decision node as per the above image. I am not sure what i am doing wrong?
  3. Hello I want to set the 'default visibility' for the priority so that the priority does not show within the customer portal: i have looked here but cant see a setting: where/what system setting do i need to change to reflect this?
  4. Can the 'Update Request' option under 'Request>Update Request' please be enabled to allow the priority to be injected as a variable, as it is hard coded at the moment. Cheers Martyn
  5. to make life easier for agents, it would be great to be able to only allow visibility of priorities which relate to the type of request (incident, request, change, problem) that has been created. Is this something anyone else has requested or something that would be considered for future development?? thanks Andy
  6. @Steve G I have mapped our Priority ID's in already in our source data in a field of the same name. "h_fk_priorityid":"[h_fk_priorityid]", I tried it without any mapping but that did not work. I tried to enter the mapping without double quotes as a number, but that is not valid and it does not work with double quotes. "PriorityMapping": { "External Priority":"Service Manager Priority", "1":"1", "2":"2", "3":"3", "4":"4" }, How do I complete the Priority Mapping section to get it to pick the supplied value at, as all the requests are loading as per the
  7. Can the Service and Priority options in the 'Log New Incident' node under 'Requests>Log Request' be setup to support variables, the same way as the 'Catalog Item' option is. Thanks Martyn
  8. When printing the details of a request using the print icon, you get the options for content and timeline entries, but there is no mention of Priority/SLA. Priority, Service Level, Response/Resolution Targets and Values are not included at all. Can a new option be added to allow the inclusion of this crucial missing information. Cheers Martyn
  9. Could I ask for some clarification around the Service Level Agreement escalation actions, in particular, the 'Increase Priority by 1'. How does it know what is the next priority to escalate it too as there is no direct linkage between what priorities apply to what service level agreement? Also, priority is no longer the only factor in terms of the SLA rules, so is this just updating the priority field alone? Cheers Martyn
  10. When viewing requests on the Mobile app there appear to be some key fields which are not present, such as details of the Customer, Priority, Service Level, Sub-Status etc. Are there any plans to improve the Service Manager element of the mobile apps to add this level of detail in? Cheers Martyn
  11. Hi all, This is probably a simple thing but can you filter the priorities displayed in the drop down based on the request type? I have a large number of service requests logged with P1-P4 priorities and a few incidents logged as 1/2 day requests. I have tried explaining to the relevant teams that incidents are logged with P1-P4 and service requests are logged as 1/2 or 5 day requests but it has fallen on deaf ears (many times) so if they don't have the option to get it wrong then it will make my life easier (and reporting a lot more accurate) I thought that they would filte
  12. We want to use a board to display priority 1 tickets, two issues we have noted: 1) Changing the priority wouldn't be reflected on the board (eg. P2 to P1 wouldn't be added, P1 to P2 wouldn't be removed). 2) Have to manually refresh the board to see changes (is the autorefresh of boards being looked at, similar to the call refresh topic in Service Manager). Some boards are not so dynamic or critical on time - but I see the boards as a useful collaborative tool to communicate P1's - but it needs to address the above issues. Nasim
  13. Guest

    Priority on Known error

    Hi Please can you help me. I want to add a priority to a known error but I can see how to do this. The button/option seems to be missing. See attached
  14. Some of our support teams deal with mostly Activities (as apposed to Requests). We've noticed that when you create an activity via BPM you can set a priority against it (please see BPM_Priority - attached). If / when a BPM created Activity is created you cannot see the Priority that was set against it. Equally, when you raise an ad-hoc Activity (i.e. created manually from a Request rather than via BPM) you do not get an option to set a Priority. Are there any plans to enable the following: View priority against an Activity. Set a priority against an
  15. Hi there, we are configuring our email templates and we would like to include the relevant Priority in the Subject Heading. The script at the moment reads: {{.H_PK_REFERENCE}} - {{.h_fk_priorityname}} Request Logged by CCS Service Desk This generates the following Subject IN00137 - p3 Request Logged by CCS Service Desk It's the Priority display I want to change. Rather than "3" I'd prefer it to read "Priority 3" but I can't find the relevant field that needs changing. Any pointers appreciated.
  16. Does anyone know if its possible to link priorities with a service, at the moment we have a long list of priorities for all our products and sometimes people select the wrong priority. Thanks Chris
  17. We currently have a significant number of (approx. 20) different SLA's/Priority's, which have come about from us acquiring different organisations and us absorbing support service for different products and types of services. At the moment there does not appear to be any relationship between the SLA/Priority and the Service, in that all priorities specified in the Progressive Capture 'Request Priority' and similar BPM node. Ideally we would want to allocate priorities which are applicable to a service at the request type level, i.e. you may have a service which has both Incident and Service
  18. Hi, I have made some good progress on using the Business Process, but I have a couple of questions I hope you can assist with; I can create an Automated Task to add a Priority to a Request raised from Service Manager, but if does not seem to work when a Basic Users uses the Services Portal. I have 3 stages in a Business Process, that are; Create a Change Request – this works fine Testing Deployment I have 2 challenges, the first is starting the Testing process.
  19. Hi all, I think I am missing something really simple, but could I have some help on Business Process please. I am putting a simple test together to do the following; Add a Priority of P4 to a Request Change the Status to On Hold I have created a new Workflow that has 2 automated tasks. The first adding a Priority and the second changes the status to On Hold. I have activated this Workflow and assigned to app.requests.defaultBPMProcess.change. I have then tried to create a new Change, but the Workflow is not kicking in. I understand what the Business Process ca
  20. Hi, Is there any way of manually setting a call priority once a call has been raised? Calls that are raised manually have the priority set during progressive capture, however we did not want this field to be populated by the customer when raising from the service portal. However this now means that calls raised from the service portal do not have a priority. So far all I can find is a BPM node to automatically set the priority, however we need this to be manual as not all calls will have the same priority, regardless of source. There does not seem to be an option to update this once the ca
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