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Found 46 results

  1. Hi, I am trying to capture the time spent logging a request in timesheet manager, but can't seem to find out how to do it. Has anyone set this up in the past and using it? thanks Darren
  2. Hi, I have seen the following video on YouTube (https://www.youtube.com/watch?v=mIK_hEJ6NQ8) and I'm trying to get the search on our Customer Portal to show 'Requests' as well as 'Services' & 'Catalogs' . Our customers have asked why can they not put in a request number/reference into the search and it find their request. This is really frustrating them. I have also tried searching for words in the Summary or Description but no luck. Any advice please? I thought it may have been a configuration setting somewhere to allow requests to also show in search results, but I struggled to find anything. Many thanks Steve.
  3. We know that you can schedule activities based on assets, but we have requirements to generate requests on a regular basis against Services and didn't know if this is possible?
  4. When customers log a self service request it seems that the first few actions are suggesting that they are done by the customer when actually these are performed by the System BPM Manager e.g Emails being sent, timeline updates etc. Can this be investigated?
  5. Hi, When we used to raise requests from email it would automatically add any attached files to the call. (This is going back quite some time now) But now we are only able to attach files to the request by either applying an email to an existing request or by applying files that we have downloaded. Is there a setting that we can change so that it will attach files when raising requests again or is this no longer possible? Thanks
  6. We have a form that we ask our analysts to complete which includes picking an asset from a list taken from the asset management panel, is there a way to add this asset to the request as part of the BPM?
  7. Is it possible to search for requests that are associated with an asset? I ask this question because I am trying to create reports to find incidents, services requests etc. that are associated with a particular asset. There must be an association because when you look at a particular request, you can see the assets associated with it. I am essentially trying to do the reverse of this. I've been looking at the various entities in the Entity Viewer to find a link but have been unsuccessful so far!
  8. Hello everybody We are using the Requests::smGetRequests API to extract data about incidents / requests. What we are trying to do is to find out which requests have received Customer Feedback, and then extract the Customer Feedback via an API. We have gone through the API documents, but cannot work out how to do this. I can see that Requests::smGetDetails does have this information, but this needs a requestId (e.g. IN123456789), and cannot be filtered on the date the feedback was given. Is there an API to get the 'Request Feedback' entity, or the h_itsm_request_feedback? Hope you can help. Alex
  9. Is there somewhere where we can choose the information that appears in this box to include extra information such as 'Site' in our case?
  10. Hello, I have added a label in a progressive capture, but once the request is logged, it duplicates the text. Is there a way to not have the text show twice (other than using different text for the first line, as it's just intended for information only)? Many thanks, Alisha
  11. When there are routing rules configured to automatically raise a request from an email or update a request from an email, any email attachments will not be added to the request. This is simply because the routing rule operations to raise and update a request are not designed to process attachments. This functionality is currently being developed and will be introduced in a future update. In this scenario, the attachments via the email itself. For request updates, the email added to a request timeline can be accessed using the "View Email" option available on the timeline entry created when the email was applied to the request. For new requests raised, the email can be accessed using the "Source" option available in request details section. Note1: The above does not apply when a request is manually raised or updated from an email, in which case, the attachments will be added to the attachments section of a request. Note2: When manually raising a request from email, the attachments will be added to the attachment section of the request only if the progressive capture flow contains the "Add Attachments" form.
  12. When making changes to a business process you might find these changes not being applied on newly raised requests. This is a common oversight and it happens because the version of the process which contains the changes has not been published. If making changes in a process and save an activate the process, the new version created also needs to be published if you need the changes to take effect in the newly raised requests. Publishing a version of the process is done from the "Publishing Manager" interface within the business process designer.
  13. When there are routing rules configured to process an email to raise a request or update a request, there are occasions when these actions are not performed. There are a number of possible reasons why this occurs. Firstly there has to be a routing rule configured in admin tool that will match the email properties (as configured in the rule expression) The email sender does not exist in the system either as a co-worker/internal user or a contact/external user. In this scenario, one reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned OFF. The email sender does not exist in the system, either as a co-worker/internal user or a contact/external user. Similar scenario as above, another reason why the email fails to be processed by the routing rule is if the app setting to allow updates from unknown sources is turned OFF and the app setting to send back a rejection email is turned ON but either the app setting for rejection mailbox and/or email template is incorrect or not set. The email sender exists in the system but the from address is matching more than one user/contact in the system. The request has status closed. In this scenario, the reason why the email fails to be applied to the request when processed by the routing rule is if the app setting to allow updates on closed calls is turned OFF. *[Only for routing rules configured for UPDATE] The application settings can be found in admin tool (Home - Hornbill Service Manager - Application Settings) as follows: allow updates from unknown sources: app.email.routing.rules.unknownUsers.allow send back a rejection email to unknown users: app.email.routing.rules.unknownUser.sendRejectionEmail rejection email template: app.email.routing.rules.unknownUser.email.template rejection email mailbox: guest.app.requests.notification.emailMailbox
  14. We have set up a process where analysts can log and assign jobs to themselves at the point of logging a job. We are finding that if the analyst is in more than 1 team it assigns the request to the first team they are associated with normally this is the first team alphabetically is there a way of changing this priority?
  15. Is there an easier way to accept jobs, currently it seems that you have to 'assign' it to yourself. We were hoping for a quick action like in Supportworks where you can just accept the job by clicking on a button, is there some setting that we have missed or is this the way it is..... Regards Jeremy
  16. Against each service that we make available to our external customers there are a number of columns of information shown on the 'Requests' tab: Priority is not one of the columns (this is a mandatory field requirement for all of our request services). What we have also found via a build up of customer complaints to us is that the Priority is not even visible when they open up the request to look at the detail. How can I make Priority visible through the portal ? Thanks in advance Paul
  17. Hi, I'm sure I've seen this come up before but I can't find it. We are finding it a little odd that when a call is on hold you are unable to end an email, attach documents or look at the Customers assets. We can still update the request ok but if for example a Customer has a problem with their mobile phone and I'm waiting for them to bring it round so I put the call on hold. In the mean time if I want to contact the mobile supplier I'm unable to see their asset details from the call as it's on hold. This is a pain. Is there any plans for this to change? Thanks Tina
  18. Hi, When new requests are being logging I get the following error message: If I click the restart BPM button it seems to work. I have just installed the latest update. This is happening on all logged calls since the update was applied. Thanks
  19. Hello, Not sure if I've spoken to folds about this before or not, but it's something that's frustrating me! If I want to quickly search for tickets that include a certain detail, for example the below when I want to see tickets that mention "greyhounds". The results are not in any particular order. Or they look like they go by class, then date... but then on the next page there's more of each class with differing dates again. With most search results you can change how these are sorted. Like you can click a date column and have it sort by Date Logged, or Owner. But in Hornbill it seems you cannot do this? Are you guys working on any improvements to this, or am I doing something wrong?
  20. One of our team recently retired so she assigned her tickets to the rest of the team and after retirement her account was deleted. Now the timeline to the tickets previously assigned to her is missing. How can we get it to show again?
  21. Hi All, Within the Asset Management side of Hornbill, would it be possible for us to be able to change the Hard-coded State and Operational State to different Text strings? Many Thanks in Advance, Josh
  22. Hi all, The setting app.itsm.progressiveCapture.customerDetails.showOnlySupportedRequests does not appear to be working for at least one of my analysts. I have added our Finance Team to Hornbill for go live on Monday and as such have set the above setting to on. Analyst has cleared cache, restarted browser, logged out and back in, all to no effect. The roles he has are attached, just wondered if this was a case of one of the admin roles over riding the setting (as happened once before) Thanks
  23. Hi, I am seeing a lot of duplicate notifications on my profile... Anybody else has the same problem? For instance, somebody posted something on the workspace, to which I answered. They answered back and I got the same notification twice... The same thing happens against requests. Perfect example: Anybody else experiencing the same thing? Thanks!
  24. Hi, Can you please let me know how I go about viewing all requests that a customer has made? I used to be able to go to the Customer record within Supportworks and see them all - however I can't see this anywhere in Service Manager. Thanks Tina
  25. Hi, Is it possible to search for requests and see you results in chronological order? Or in fact can you dictate at all how you want your results to be displayed? When I search for a term, the results seem to be in no particular order and if becomes very hard to find the tickets your looking for! maybe a dev request for additional search functionality? Thanks
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