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Found 144 results

  1. 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?
  2. 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
  3. 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
  4. 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.
  5. 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
  6. Not sure if anyone else has this problem or if this has been discussed previously (have searched the forums). Our change requests go through several stages of authorisation: CP1, CP2 etc. These stages require a completion of a task from the owner of the change at which point the Change Manager is contacted to approve the next level. This issue we have is that your change manager recently left and whilst I have updated the BPM for new requests all the old requests that are still in progress break when getting moved to the next stages. Here is the error message returned for this workflow: Xmlmc method invocation failed for BPM invocation node 's1/approval-00dccce6-55ba-4fb6-0c90-c1e4d3d2879e': <methodCallResult status="fail"> <state> <code>0200</code> <service>task</service> <operation>taskCreate2</operation> <error>The specified user &apos;USERNAME&apos; does not exist</error> </state> </methodCallResult> Is there anyone to fix these with the live calls as having to recreate the change or resolve them without the relevant stages completed is not best practice and won't look great come audit time.
  7. Can I raise an enhancement to provide a Request Attachment Importer tool. Like the current SQL Request Import tool, provide a mechanism where the attachments information containing the case reference, visibility and file path can be queried form a database and the tool loads the attachments against the referenced requests. It it could also have the ability to match the case reference to a custom field/External Reference field, so that the source only has to have the legacy unique ID in it. Cheers Martyn
  8. Hi, We've got several custom views that we need to remove/update that were created by someone who no longer works in the organisation. How do we go about doing this? As I understand the only way to do this is to get the owner (creator) to... Thanks Lauren
  9. When trying to drag an email message from Outlook client in to the Service Manager to attache to a ticket this doesn't work if using Chrome browser. However this does work if I am using Edge Browser. Is there a MIME Type setting that needs to be adjusted somewhere on the system?
  10. The Service Manager In-App Reporting is not including all the columns available in the Request List view 'Export Columns' configuration. In out case at the moment we are trying to get to 'Response Time' and 'Resolve Time', as well as closure category. Columns currently listed for In-App Reporting. Columns missing from In-App but present in Request List Views export highlighted in Blue. Can these column be added in, as they are especially important for reporting on performance on closed requests. Cheers Martyn
  11. Has anyone else recently started seeing an issue where when selecting view email from the timeline of a ticket you get the Oops! You do not have access to view this email error as below. This started sporadically after the latest updates. The emails are all attached from a generic mailbox by the same group of users and there doesn't appear to be any connection between the emails that error like this.
  12. Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
  13. Hi Has there been an update to Service Manager at all overnight? Request timelines now appear more spaced out, with the like/reply buttons larger and the comment box is bigger. Thanks Lauren
  14. Hi My colleague user FCoker needs to be able to reassign activities on requests where the owner changes and the associated activity needs to be manually reassigned to another support team member. I've compared permissions with user ASharpe01 who can reassign activities and can't see any roles he has that if given to FCoker would enable activity reassignment. Please could you advise what standard roles include this permission.
  15. Hello, I have added an additional column into one of our reports to see the total onhold time, however I believe that the report shows the time in seconds Would it be possible to have the report show this time in hours possibly please?
  16. ALIPO

    On-Hold

    I would like to configure the On-Hold feature so that you can only select a predetermined reason for putting a call on hold eg Waiting on Customer, Waiting on 3rd Party, Waiting on License, Waiting on Delivery Also is it possible for the call to automatically come off hold when the timer expires or if the customer updates the call? Thanks, Andrew
  17. Hi, Is there any way to link multiple sites to a request? On some occasions, a request may require involvement by IT at multiple locations. To ensure we can report accurately, we'd need the ability to link more than one site. Thanks Lauren
  18. We are experiencing an issue when trying to setup and run the SQL User Import, to upload new users from LDAP on a regular basis. We are getting the attached error: We’ve looked on the forum and there was one instance of this, but appeared to be resolved over 12 months ago with a change to the routine on the Hornbill side. Can someone from the support team or integration experts please look at this? thanks Neil
  19. Hi We've come across an issue regarding escalation events where there is no assigned owner. We have escalation events configured to send an email notification to the owner and line manager of the owner but these are sometimes not triggered due to the fact that the request has no assigned owner - usually this is because they're assigned to a team rather than an individual at the point of the email notification being sent. Is there a way that the system can identify the user listed as the Manager or TeamLeader of that team as per the team membership? Thanks Lauren
  20. Currently, you can switch on the editing of posts - updates, resolution etc for everyone. Is there a way to only allow certain members of staff (maybe belonging to a specific role or group) to edit posts? Thanks Lauren
  21. Since we updated Service Manager from 1515 to 1554 on 16/07/2019, dashboard charts are showing segments all as one colour - blue, rather than different colours. At least two managers have reported this issue so far. See attached example.
  22. I am trying to identify the permissions required to give a team leader who does not have full administration privileges, access to the Service Manager > Configuration options, in particular the Service Desk option, so that they can update a team as to whom is to be excluded from the request assignment. Is there an existing application right for this? Cheers Martyn
  23. Hi, Apologies if this is a silly question, but is there a way to configure a business process to raise two or three activities at the same time? We have some business processes that will require work from multiple teams, at the same time (i.e. one team's work isn't reliant on another team completing their activity). Thanks Lauren
  24. Hi We'd like to be able to limit the requests that can be linked to other requests - when searching for problems or known errors to link to an incident, problems/known errors from all services are returned. We'd like to limit this so that only requests logged under the same service as the request you're linking from are returned. I know you can specify a service, but we'd like to reduce the risk of incidents being linked to the wrong problems. Is this possible? Lauren
  25. Hi, I'm trying to build an email notification into our change and release business processes, that emails the analyst who raised the change/release once their request has been approved. I can't find a way to do this, either using the variables (by selecting external email address) or by emailing customer (presumably as it stores the requester in the "Raised By" field rather than "Customer). Is there a way to achieve this please? Thanks Lauren
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