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Found 19 results

  1. Would be possible to request an enhancement to allow us to be able to attach files from requests when resolving? Like the 'sending email' function, as currently we have to send the customer an email with the attachment etc in some jobs then go to the resolution tab and resolve with information like file send in previous email. Any a minor gripe but it would help us in some circumstances. Also is there any ideas of when we can send HTML responses in resolutions, so that we can use the 'Solutions' tab as it was designed?
  2. So we are moving away from the 2 stage closures as we want to utilise the feedback function within Service Manager. I do remember when we set the system up that we were given some advice around this area although I cannot remember it as it was so long ago! What are the downsides if any to changing the BPMs to just closing the requests once resolved? In my testing the any thing that I can see so far is that after a request is re-opened, when you re-resolve it the resolution email does not seem to be sent to the customer. Is there a setting that we need to turn on to allow resolutions outside of the BPM to trigger the email?
  3. Hi, I've scanned the forum to see if anyone had already posted this issue, but could've missed it, so please do point me to it if this has already been raised. One of our managers ran a report for the month of March and came upon a discrepancy whereby even though the request resolve by and the date resolved were met, the within resolve time criteria was still appearing as breached (see attached spreadsheet) We applied the Pause Resolution Timer enhancement on the 2nd of March so these calls should adhere to this setting - we confirmed that the enhancement works after the latest update released on the same day One thing we did notice for the tickets where this issue exists is that the resolution missed is way in the future, well after the call has been closed and timers ended is this a known issue? Application Support - resolved calls by analyst - with SLAs_629.xlsx
  4. Would it be possible to have additional options added to the entity 'Timer' node to allow the manual pausing and unpausing of the Response and Resolution in the BPM, so that this can be controlled by workflow so having the option to control this outside of the automated status change process. Related to my earlier post link below. Cheers Martyn
  5. On the portal customers can accept or reject resolution using two buttons “It's working” or “it's still broken” I would like to change the wording but I cannot see where this can be altered, can someone point me where this is configured. Thanks Jon
  6. Would we ask for an attachment selector to be in the resolution tab, so that we can include files etc that are uploaded to the request to be sent as part of the resolution email? Currently this is only available in the update tab, which means that we have to 'double' resolve the requests by sending an update email and resolution email with moments of each other.
  7. At the moment when you use the 'Update Request > Status' node to set the status to 'Resolved' the system automatically also marks the 'Response' timer. Can we request that this is configurable as an option, as we would like to be able to set the request to Resolved but not mark the Timer until the request is Closed. The aim of this change is to allow us to use the portal 'Resolved' action which ask the customer to confirm the resolution or advise it is still not working. This stage sets the status back to open so can be used in conjunction with the Suspend Node 'Await Status Change', to await expiry (i.e. no response from the customer) or confirmation either way. Then using the BPM we can return to trying to resolve the issue without having marked the Resolution Timer. Example workflow below. This will of course need related change to the SLA calculation process to take the time whilst at a 'Resolved' status same way as being on hold. This relates to our earlier post regarding the ability to save the Resolution Text and Closure category through the User Interface without having to set the request as resolved. Cheers Martyn
  8. It would be really useful to allow our 2nd Tier Analyst to prefill and save the resolution description and category on the request, but only save it, not actually complete the resolution step. This way they can enter this information when they believe the issue has been resolved whilst awaiting the customer to confirm resolution. Then on the customer response our 1st Tier Team or colleague in the supporting team can complete the resolution step on the customers confirmation without it having to be done by the request owner. This appear to be technically possible as in affect these fields are populated when a request is 're-opened' with the original resolution information, so it just seems to be there needs to be an open to save them in the user app without completing the resolution step. Cheers Martyn
  9. So we are experiencing this issue, when we log jobs we have the option to Log & Resolve there the analyst types the resolution the business process then sends this to the customer and resolves the job. However, the process is picking up the below resolution text (The request has been resolved by the Business Process Engine) that has not been set by us and is being picked up from somewhere, does anyone know where this text is held? On 99% of requests logged like this, the text that is entered when logging is sent to the customer. In my example below this is what the analyst has typed and the above was sent when it should have been this: I can't find a logical reason that this is not working as designed. Below is an excerpt from the BPM Resolution Text node:
  10. Hi, We're currently building our Service Manager instance for our IT department. We already have our Facilities department live - this tool will eventually be used by several departments. Our Facilities department do not use closure categories - I today found that when adding IT's closure categories, it stopped our Facilities team from being able to resolve requests. Is there a way round this at all, or has this issue been experienced by other Service Manager users? Thanks Lauren
  11. When configuring SLA response and resolution targets and expiry times on certain BP nodes you might find the target being set differently than possibly expected. This is because a common oversight as these timers needs to be expressed in SLC (Service Level Calendar) times or working hours or business hours (which are usually X hours/day) rather than calendar time (which is 24 hrs/day). When configuring a target time of N days, the value needed to be set would be N working days rather than N calendar days. The value that needs to be set will be obtained by multiplying N with the number of working or business hours/day. We advise to always configure hours (rather than days) as it is easier to figure out the values required to be configured for SLA targets or expiry times on business process nodes. However, in certain areas (e.g. SLA timers), depending on the target, it might not be always possible to use hours exclusively. Below is a quick example of how to find out which values needs to be configured depending on the intended target: Let's say we need to configure a resolution time (or an expiry time) of 5 days. We need the target to be set in 5 days from now. Let's also say the working hours are 7.5 hours/day although this really depends on your SLC. Step 1 is to find out the number of working hours equal to the 5 days we need to set: 5 days * 7.5 hrs/day = 37.5 hours. You need to configure round values therefore if you don't have a round number of hours you also need minutes (seconds, etc.). The 37.5 hours equates to 37 hrs and 30 min. In conclusion, for a 5 day target, the configuration needs to be 37 hrs and 30 min. As mentioned above, for simplicity always use hours if possible. If you need to configure this value as days/hours/min then the 37.5 hours need to be divided by 24 (which is the number of calendar hours in a day) resulting in 37.5 / 24 = 1.56 days. The 1.56 days equates to 1 day and 13.50 hours. This further equates to 1 day 13 hours and 30 min. In conclusion: 5 day target in the context of 7.5 working hours/day is set as: 37 hours and 30 minutes or 1 day 13 hours and 30 min If you don't want to be bothered with the mathematical calculation, you can use this Excel sheet to find out what values you need to configure. Type in the desired target time and the number of working hours per day. The values you need to configure are in red: Hornbill_Timer_Targets.xlsx IMPORTANT: the above does not apply when configuring expiry times on human tasks. Human tasks do not account for Working Time Calendar and as such the above setup does not apply in this scenario.
  12. Hi Is there an option to choose whether to send the resolution email to the customer, as there are some instances that we would not want to send the resolution email to the customer and wondered if there was a way to choose at the time of resolving job? Regards Jeremy
  13. At the moment the maximum Service Level Management Target you can set for 'Resolution' is 40 days,23 hours and 55 minutes. We are currently implementing further service desk on to our instance and they have some long running SLA's for cosmetic software issues which in affect have an SLA of a year. Based on on 261 working days a year and 9 hours a day, I need to set a target of 97 days and 21 hours but are not able to set the value higher than the for mentioned maximum. Can these maximum value be increased please. Cheers Martyn
  14. Hi all I'm hoping someone will be able to provide guidance on this one. I'm looking to create a Widget displaying the Average Resolution time of our Incidents. Using the demo data I copied the measure that the widget would be using as it's data source and believe it is working. The issue however is that the average time that it has calculated for November is drastically higher than expected. Due to this, I am guessing that the timer counts the seconds between 'h_datelogged' and 'h_fixtime' without taking our working hours or 'on hold' statuses into account? Have I got the wrong impression with this or is there a way to make it take the above into consideration? Summary: I'd like to know the Average amount of time (using the SLA counter that is paused when out of office hours or on hold) an Incident was either 'New' or 'Open' before it was resolved. Here is the Measure I've got: Thanks in advance for any help! Drew
  15. Apologies if this has already been posted, but it would be really useful in Service Manager to have the ability to back date resolution updates, similar to the Support Works back dating capability, where the date/time updated is recorded but the date/time used in the SLA calculation is set to an earlier point in time up to or after the last timeline update. Cheers Martyn
  16. Hi all, Is there a setting to send a resolution email whenever a call is resolved, regardless of where in the BPM the call is resolved? A number of our calls have been resolved before the end of the BPM and therefore not sent resolution emails to the user. Thanks Dan
  17. Guest

    Update Resolution

    Hi Can you please tell me if it is possible to update/enter the resolution within the BPM? I am create a specific service request and the resolution would be the same for every request. How can I set this up within the BPM Sonali
  18. Current functionality allows analysts to use the resolve action at any point in the process irrespective of stages and check points. This means that potentially analysts can resolve before any assignment, categorisation etc. has taken place. This really doesn't make sense to me. Why should you be able to resolve an incident prior to completion of all required information. We would like the resolve action to NOT be actionable until specific stages or check points (defined in the business process) have been met. Thanks! Keith
  19. There only appears to be BPM nodes to start and stop the Response/Resolution timers. Is there anyway to put the incident OnHold or Pause the timers as an automated task rather than having to put a Human Task, instructing the owner to do it manually? Cheers Martyn
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