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Found 161 results

  1. Hi Some of our request forms are quite lengthy (e.g. HR recruitment) and can take some time to complete. Customers find that sometimes they lose their request part way through filling out the form due to poor network (local issues - we have many staff working from home at the moment!) If it were possible to save a request before a customer submits it, this would not only mitigate network problems that may occur during form completion, but would also significantly expand the business potential of the product. We could create far more in-depth Progressive Capture forms (e.g. questionaires, self-assessments, fully detailed change request forms, etc.) I appreciate this may require significant development work. Is this a direction Hornbill would consider for the Service Manager product? Kind regards Stuart
  2. My organisation wishes to change our priorities how do I amend these. I have created new priorities but the resolution timer does not activate
  3. Hello all, I have a dashboard view currently set up, where a colleague is able to extract all smartphone requests captured in a month. Currently a colleague from the Procurement team, goes through all tickets, to find the cost code, which is a question in the progressive capture of the catalogue item. What would be handy to save the Procurement team going through each ticket manually, as on average there is around 100 per month, if I can add the cost code field into the report so this information is pulled into the Excel Spreadsheet extract. Would be keen to know if this is something that is possible, and if other members of the Hornbill community have been able to do this? Many Thanks. Adam
  4. Hi All, Since the update to build 1958 of the Service Manager we have been unable to raise incidents from inbound emails. Upon raising the incident we receive the attached error. The BPM runs and logs the version being used and then the PCF seemingly fails to collect any information. Our application cache has been cleared sucessfully. Any advice on this matter would be greatly appreciated.
  5. Hello all, I'm not sure whether anyone has come across the same thing, and was able to work around this, or find a better solution to what I am trying to achieve here? Any feedback would be gratefully received. Every Friday at 10 am I run a report on Customer Survey Feedback Responses each week. I've managed to run the report successfully, and with @Victor's assistance this has been working well. A few colleagues have noticed that I am missing some of the response data. What I would like to do is that I capture a rolling last 7 days from the time I run the report, however the variables pre defined in the screenshot attached it always look like I am going to miss some data. I think what I need is an additional variable like we have in the dashboard views, called last 7 days. Although happy to be corrected if that's not the case, and there is another way already built in for what I am looking to achieve. Many Thanks Adam
  6. We have identified an issue where time spent entered on Service Manager actions on the Request View are not recorded in the timesheet manager, if the tab/session has been inactive for over approximately 30 mins. The action itself, such as update, resolve etc, is recorded on the request as normal but the call to append the time record to the timesheet application does not occur. This will continue to be the case until to force a refresh of the session using the CTRL-F5, after which the updates will record successfully both to the request and the timesheet app. Appears to be related to the web socket/access token connection of the request expiring/closing down after a period of inactivity, but this not being picked up by the Service Manager update, resulting in on the update being recorded and not the additional task to call the timesheet app to insert the time spent. We will often has a number of different requests open simultaneously and be using remote access to undertake work or monitor process, which we then return to tab/session to record progress and time spent. Can this be looked at a priority as there is no error or indication on the tab/session to indicate a failure to record the time spent. Cheers Martyn
  7. Hi Is there a way to report on the stage checkpoint of a ticket? I have the requirement to report on what stage a group of tickets are at, but cannot find a table that might contain the info Thanks Darren
  8. Can the time spent entered on Request List actions be included in the header information displayed on the timeline entry that is inserted into the request activity stream, so that is possible to see the time spent on each post without the need to open the timesheet dialog in the right-hand side. This would allow the timespent information to be viewable when printing the request. This information was visible on the Call Diary view in Support Works, so it would be good to implement this functionality in Service Manager. Mock-up This could be configured as system setting or at service level, so it can be turned on or off, depending individual preferences for the instance. Cheers Martyn
  9. Hi, When hovering over requests displayed in the request list, a preview of the request appears - this shows information such as summary, description, customer, organisation, owner, status and priority (image added for reference). We would like to amend the information that we see here. Is this possible? If so, is it possible to display different fields based on the request type? E.g. with problem/known error records, we'd want fields such as workaround to be displayed. Thanks Lauren
  10. Hi I have a few queries around problem management in Service Manager: 1. Is there a setting that can be enabled to automatically add the customer of an incident as a member or connection on a problem/known error, that their incident has been linked to? 2. Once the above has been added, is there something that can be configured to email an update to all of the members/connections on the problem or known error? 3. Is there the option to update each linked incident from a timeline update at any time - i.e. not a node defined in the business process - this is something we had configured in Supportworks and were able to, from any call diary entry, update any linked requests. Thanks Lauren
  11. I am trying to determine a way to monitor the number of Service Manage Subscriptions using a SQL Measure, so that I can keep a track of our subscription usage and also allow me to predict/plan for any required increases. I have got as far as below, but still are returning more rows than the subscription count, so I must be missing or have a invalid criteria. SELECT distinct a.h_user_id FROM h_sys_accounts a left join h_sys_accounts_roles rg on a.h_user_id=rg.h_user_id left join h_sys_roles r on rg.h_role=r.h_role where a.h_class=1 and a.h_account_status <=1 and r.h_application='com.hornbill.servicemanager' Checking Account is a Full User Account is Active or Suspended Has a Group membership which references the Service Manager application Any idea what I am missing? Cheers Martyn
  12. Service Manager Build 1901, appears to apply but UI and Admin Tool are not updated, showing there is still an update to apply. You are then able to apply the update multiple times, but it still does not show as applied in the application. Cheers Martyn
  13. Hello all, I'm hoping someone can help me with an error that's been reported to me. On the self service portal it seems managers have lost the ability to see their staff's requests in the self service portal. It worked previously before we updated to build 1884, I've just updated to 1901 but still no joy. I've checked the LDAP import and everything seems fine there as I'm still importing the manager field from AD and the log doesn't mention any errors regarding that... just wondering if anyone else has this issues? Any help is warmly welcomed Thanks, Martin
  14. As there is no interactive translation mode for the customer portal, I am trying to identify all the translation entries that would be applicable under the Translation options in each of the area's below, which would be applicable to the content displayed on the customer portal. Service Manager Collaboration System We have done the bulk update by using the Google Translate integration but now need to correct some of these using our native specking staff. My aim is to do this first off by extracting the current translation entries so that they can be corrected off line by our team and then any changes copied back in manually via the admin tool. Then once this has been done we would then do a second phase of interactively going thorough the portal to determine if any further changes are required based on the context/placement. To this end What is the naming convention for portal entries in the Translation options for each app? What table(s) are these held so that I can export them to Excel/CSV for the native speakers to correct? Is there way to determine when viewing the customer portal the specific translation element being used to display the label/text? Cheers Martyn
  15. Hello all, I've browsed through the community regarding various on hold requires in Hornbill Service Manager but I couldn't see anything raised for this particular topic. So I'll apologies in advance if this has been mentioned before and I've missed it. Occasionally there is a requirement to extend the request ticket on hold time, to a ticket that is already on hold. The only way to extend this at the moment, is to take the ticket off of hold and to then place on hold with a longer date. Has anybody been able to find a way to do this? I've also found that you can click on the on-hold time stamp, but it doesn't do anything, it would be nice if it were possible to amend the timings through this function. I presume this is due to limitation we have in the buttons in the attached screenshot, as there isn't an icon we can enable at the top of the request in the on hold state. Thanks in advance. Adam
  16. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
  17. I have had a scan of the forum and cant find this issue talked about elsewhere. I am sure its a problem with my understanding, but i would appreciate any assistance in making sense of the resolve time and total time on hold calculations. My circumstance is that i have run an export to CSV of a selection of tickets as i am particularly keen to see how my team are using the "hold" function, an example is below: I have calculated the "calendar days open" and the "working days open" myself. We work on a 10 hour day, so have converted the resolve time and TTOH on that basis. The trouble is, that i cant make it tie up with the number of days the ticket was open. I must be missing something in my understanding as i would expect the RT and TTOH to add up to the "working days open" total, but the numbers are either not calculated in the manner i am expecting, or there is another factor that is not included in my calculations. Any assistance would be greatly appreciated.
  18. Hi All, Having tested integration of people people data using the SQL User Import utility as per the Hornbill wiki, we have to import about 60k records. Is there any record limit on the utility?
  19. After switch-on, can I delete all requests and start from #1 again? Is that normal? We've generated an awful lot of tickets while testing workflows and am curious if we can start from #1 again at launch.
  20. Hi We've received some feedback from our analysts that the "Resolve Linked Requests" drop-down on the "Resolve" tab isn't obvious enough, and I can't help but agree. We've unfortunately seen several critical incidents be resolved by analysts then child incidents remain open for some time, causing a breach. Obviously some of this can be avoided with training. When resolving a critical or high priority incident, it is likely that child incidents will be associated and therefore need resolving at the same time as the parent incident. Similar to the "Reopen" and "Edit" button, could an additional button be added that says "Resolve Linked Requests" (preferably next to "Close")? The reason we cannot use the "Resolve Linked Requests" node in the business process, is because often a parent incident will have a problem, known error or change request associated which we do not want resolving at the same time as the incident. Thanks Lauren
  21. Following the latest updates I am unable to create new charts off of views. When attempting to create a chart an error flashes up when clicking save. Has anyone come across this or know the cause?
  22. Hi, Just realised that our outgoing mail to O365 from Service Manager is not going, and the test button confirms it. Outgoing via Hornbill was ok but that's not what we need. The config looks ok to me. Example errors attached, extract below: Unable to login to the SMTP server HornbillMailLog VerifySmtpLogin: DllDate: Mar 18 2019 .... ........ --sendCmdToSmtp readSmtpResponse: Failed to read beginning of SSL/TLS record. b: 0 dbSize: 0 nReadNBytes: 0 idleTimeoutMs: 30000 Failed to receive more TLS application data. tlsApp: Socket operation timeout. elapsedMs: Elapsed time: 30919 millisec idleTimeoutMs: 30000 --readSmtpResponse --auth_login Failed to login using LOGIN method --smtpAuthenticate --smtpAuthenticate --smtpConnectAndAuthenticate initSmtp: Socket operation timeout. Failed. --VerifySmtpLogin --ChilkatLog
  23. Good Morning, I'm after some guidance regarding the Incident Assignee role in Hornbill. We have a task called triage actions, which is to be completed by our Service Desk in hours, which worked fine. We then ran into a problem with our Out of Hours staff, as they weren't a member of the queue, they couldn't complete that activity. It was identified that by granting all support staff the Incident Assignee role, they would be able to complete any Incident tasks/activities assigned to that role regardless of which support queue they were a member of. We have now found by assigning 145 users to this role, that everyone who has this role gets notified of an activity to complete in their my activities pane in Hornbill Service Manager. As our Support Staff will only be interested in the ticket that they're looking at and working on to complete this task, is there anyway of removing this from the activity pane? Many Thanks
  24. When a call is logged via the Portal it is really easy for the analyst to select the Priority and assign although it is more tricky to then select the category as it is hidden in the details form. It would be great if the category could be applied in a similar way as the above.
  25. We are looking to to use Board Manager for tracking Service Manager Requests which are approaching SLA targets using the Escalation Actions, however to make it more useful, we need to look at displaying some additional information on the cards for each request. Is the default card content currently configurable? i.e. so we can include additional fields from the request entity? Cheers Martyn
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