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  1. Related to the display of the new Service Levels in the Request List, there also needs to be the ability to display currently assigned Service Level on the portal request list and the request itself when opened. Similarly for those still using the original priority SLA implementation this should also be visible. As people apply there SLA differently it would be best that this was configurable in some ways, as for example for service we have moved to the Service Level Management method the priority is only used initially to set Service Level based on the rules. When the Service Level
  2. Can I raise a enhancement request to have the Request Summary Pop Up dialog to include the additional fields for Sub Status and Service Level, in addition to the current primary Status and Priority fields. Perhaps this could be set up as customer controllable list via the a setting in the admin tool? Cheers Martyn
  3. At the moment the Update Request Service Level option (screen shot below) only allow you to re-trigger the setting of the Service Level base on the rules. Can we new option be provided to allow the same functionality that is in the User App where the Service Level Agreement and Level can be changed. If this option can include the injection of variables as well as hard coded values. https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Cheers Martyn Martyn
  4. Hi, We have noted an Incident Request that has reported as Resolution SLA Breached by an Escalation Event, despite the Resolution SLA not actually breaching. Is there anyone in Hornbill Support that can look into this for us please. I have checked as much as I know about (and I set all this up) so at a loss why the Escalation Events have triggered. Not seeing this anomaly on other Incident tickets. Happy to share the details 'offline' to someone. Thanks, Steve.
  5. Can I request an enhancement to add a new BPM Automatic Task node to check and output a result which can then be used in a subsequent decision node, to indicate if the the current date and time is within or outside of the Working Time Calendar associated with the Service Level Agreement associated to the current request. The reason for this is so that we can trigger alternative actions if the request is logged out side of working time on the portal, but is of sufficient priority to need to additional notification actions to personnel on call. Though we can achieve this partially by a
  6. Can the current Hornbill Request Import V1.2.0 be updated to include the following additional capabilities. Support the import and matching of Sub Status, only current supports parent status. Support the import and matching of Service Level Agreement and Service Level's. Extend current supported request types, Incident & Service Request, to include all other types, i.e. Change, Problem, Known Error and Release. Also as per the SQL Contact Import also support MySQL v8 connection with the new authentication method. Cheers Martyn
  7. Following on from the recent colour coding of priorities, see post below, can the same capability by added to the Service Level Management - Service Level's, as we the latter for managing our requests rather than the original priorities. This would apply in both the Request List and Request View. The idea being that in the for each Service Level within a SLA you can assign a colour as you can in with the original priorities. Also has many of us have more than three Service Levels within our SLA's can we the number of colours be extended to at least 6 for both implementations?
  8. Hi all, We have recently created a number of new Service Levels for 2019. We would now like to either delete or at least hide the old ones so they can no longer be used but we don't want all of our historic tickets to be left without a Service Level. Is there a way to do this?
  9. Hi everyone!

    Happy New Year!

    As you probably noticed I was away from forums for the past month as I took some time off. I am back(ish) now  (because I am caught up in some other work as well so I might not be able to be on forums as much for now) and slowly catching up on all activity (including all notifications and PMs). I will get back to each of them eventually however it might take a bit longer until I will be able to get to yours. As usual, if you are subscribed to a success plan you can always raise a request with support to expedite a forum discussion/answer.


  10. @Steve G With reference to the "Request Import Utility", I can see there is a mapping for Priorities, but how do we map Service Levels and also populate/set timers? Cheers Martyn
  11. Hi, Quick question: is it possible to hard code a contact when a certain condition is met with service levels? At the moment, it seems we can only pick the request's owner or its manager. In our case, this is a major problem for response SLA because the request rarely assigned to a person when it breaches (or is about to). Any ideas? Can I hard code the name in the database directly? Thanks, Lyonel
  12. Can the Requests - Log Request node be extended to include the options to copy over the following additional characteristics Connections Attachments Service Level Catalog Cheers Martyn
  13. 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
  14. I understand using days, hours and minuets when configuring a service level target, however having them displayed in such units often confuses users (including me sometimes) when selecting or changing a service level on a incident. Would it be possible to have the option to set the display units so it is more understandable to the user, i.e. being able to specify displaying it as Minutes, Hours, days? Also perhaps having a link of at least display of the working time calendar name linked to the Service Level. Cheers Martyn
  15. Whilst checking on some anomalies in our SLA reports, where 'Within Fix' and 'Within Response Time' are reporting as 'Not Set', we have discovered it is possible to amend the Service Level on a request by selecting only the from 'Available Service Level Agreements'. Only have to select from the 'Available Service Level Agreements' and complete the mandatory 'Reason' field. 'Service Level' is not mandatory. Surely this should be mandatory? Cheers Martyn
  16. The 'Get Request Information' BPM node appears to be missing the fields for 'Service Level Agreement' and 'Service Level'. We are in the process of going live with SLM and a number of our activities currently insert the flowcode value of Priority, which we are attempting to change to Service Level. I tried refreshing the nodes and also get Service Details, but that still does not provide the SLA or Service Level values as usable variables. Is there a different node I should be using? Cheers Martyn
  17. 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
  18. We are in the process of implementing the new Service Level's to replace the original priority levels. We have roles based on the system Full and normal Incident Management Users, but need to understand what permissions are required to allow a user to change the service level on a request. At the moment the users are not able to click and edit the service level on the requests setup with the new service levels. Cheers Martyn
  19. Hi guys, I don't know if ti is a known issue or if you are aware of this but I am having troubles with my reporting regarding SLAs and performances. Indeed, the fields h_responsetime and h_fixtime in the requests table do not seem to match what I can see on screen. For example, here is my request: And what I have in the database for that same request: As you can see, none of the values match what is on screen... One common denominator in pretty all of the similar cases is that the priority and the SLA was changed at some point during the life of the requests.
  20. Hi all, I have made a few changes to our organisation structure and have been through and made sure all the team refs are pointing at the newly created and correct teams. I have not run any of our BPMs since the introduction of the Corporate Service Level Agreements but I am now getting errors when the timer is started. The error is as below: Line Timestamp Severity Group TID Description 31448 20/01/2017 11:13 error scripts 14932 nodeName: Invoke
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