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  1. We have setup catalog items for a number of new services. One catalog item is to suggest improvements to the related service. Rather than logging an incident, we would like the progressive capture response to be emailed out to our projects team. Our projects team do not use Service Manager/Hornbill. I can't seem to see a way to do this in the progressive capture, but can once an incident has been logged. Is this possible to do?
  2. Hi all, We would like to be able to add a link to the change calendar inside our employee portal. Certain members of our IT department don't need to log or manage tickets through the IT agent portal, but would find access to the change calendar useful. So our IT Business Analysts and IT Project Managers, can gain visibility of what's going on, and avoid any potential conflicts when planning project activities. We wouldn't want to open this information up to all, so we would need it to be controlled with a permission, that we can add into our IT Business Analysts and IT Project Managers profiles. I can't see any ability to do this currently, so could I please request this as an enhancement? Many Thanks.
  3. 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
  4. Good Afternoon, We currently use Hornbill Service Manager at Milton Keynes Council IT, to log, process and record all issues raised by council officers. We also have the Employee Portal, currently only available internally (only the council network as it requires Office 365 authentication) which is used by council officers to log these issues for investigation, monitor the progress of their tickets and also contains a FAQ area for useful IT information. **Officers can log in on a private connection, using a personal device, but only if they log in using their email and password not using SSO** A proposal has been put forward by the councils Finance and HR departments to bring in these to service areas into our existing IT instance of Hornbill Service manager, under our current subscription. To bring in both Finance and HR, the setup must meet the following conditions: Tickets must be kept separate and in their own queue from the existing IT tickets Must be accessible to technicians in HR and Finance across domains – HR and Finance officers are spread across a mixture of Milton-keynes.gov.uk domains as well as Northampton and Cambridge domains It needs to be accessible to those mixed domain officers using SSO Is this possible? What additional components are required to make this work? What are the issues with this setup? Regards Rashid
  5. Hi All, We have a particular change request which requires two authorisers before being reviewed by the our change management team. Due to leave and the authorisers work loads, we want this still to be a manual selection of the two authorisers (as they may differ) We have found that when authoriser approves rather than waiting for the second it will continue onto the next step. I understand that if these authorisers were always the same and known, we could alter the weighting of the approval, and set each one to 50%, but as mentioned above this wouldn't work for us. I have checked out Service Request BPM, which places the ticket on hold, but as changes do not have an SLA, there would be no reason for the change to be placed on hold. Is there another way of being able to add suspend wait for authorisation to occur? Below is a screenshot of the suspend node, to allow the authorisers to be manually selected, but there doesn't seem to be a similar process for suspend await authorisation: Any help would be gratefully received. Kind Regards Adam
  6. 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.
  7. Hi, When using the link document action button in service manager, the timeline entry does not provide a hyperlink. We wish to use this to direct customers to documents when the customer visibility is selected, so they can see a link in the portal. Can a link be included in the timeline entry and not just be plain text? Many Thanks
  8. Good morning I have a BPM that includes an authorisation node, set to allocate to an individual based on a variable from the prog cap, and have set an expiry on the authorisation. The lifespan settings I entered do not progress the call past this stage if the expiry time lapses and no expiry time is listed in the activity pane. This node is followed by a decision node that directs the call depending on approve, reject or expire. Further in the process I use the same setup but with an auto assign node allocating to users that have a specific role and this works fine, even displaying the expiry date in the activity pane. AM I doing something obviously wrong?
  9. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Hi, This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again? Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close. Our BPM's conditions for resolution timers are: • We do not mark the Resolve Timer as complete – it marks automatically when the call is resolved. • We have chosen to mark the response timer as complete when an analyst is assigned to the call. This is not the same as when the customer is contacted but does give us a measure of how quickly calls are picked up and assessed. Via the Application Settings i understand that only one of either pause on resolve or stop on close can be enable. Will we need to make changes to our BPM to be able to pause the timer on resolve and also have it continue if it gets reopened? Regards Rashid MKC
  10. I am struggling to restrict the view of cases that are logged into a "Team" that the Service Desk Technician is not present in. Am i missing something basic here? I have created a new role that contains the following roles. When logged on as this User and select "All My Services". Every case shows
  11. We are currently looking at migrating from SupportsWorks ITSM Foundations to Service Manger and as external customer facing servicing service desk we have a in excess of 1,000 organisations(aka company) and 1,700 sites. At the moment in Service Manager, there is now the ability to hold sites as well as organisations, however this current facility is abstracted from users and organisations, with it just being a list of sites. Though for a primarily internal focused service desk this wold probably not be a major issue due the normally smaller number of sites etc. However as we have a large number of sites, presenting this list with out filtering/relating it to the customer/organisation context means that it is not practical to use. Are there any plans to link the site object to both organisations and users, i.e. an organisation can have one or more sites linked to is a site is linked to a organisation a user has a default site from the list of the organisation they belong to. Thanks.
  12. Good afternoon I'm hoping someone can help me resolve an issue I am having with roles and rights. I would like to create a role that when associated with a user enables the editing and reassigning of tasks in calls by said user. This facility does exist if one has the superuser role but, for obvious reason, i wont be giving out that role to the larger community. I cannot seem to locate what application or system rights are required to carry out this function as part of a role. Giving the "Manage tasks" system right in a custom built role doesn't have the desired effect. Is there a library of the rights that underpin these roles and, if so, where can i find it? Additionally if anyone has achieved this goal, I would be grateful for an explanation as to how.
  13. This was working fine until this weekend without any changes that I am aware of. The BPM issue is a follows "Status : Failed Last Updated On : 09 Nov 2020 08:57:56 Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 317/1: &quot;Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator. More details: EspMethodCall::invoke: Operation[mail::sendEntityTemplateMessage] Access token session mismatch&quot; throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013</error> </state> </methodCallResult>" I am not sure why the BPM is failing to find the Email Template. If logged via "Self Service" or "Analyst" it works fine. Please see screenshot of BPM failing inside the "Manage Executed Process" If I restart the BPM on the case without any changes it will work fine so I know the BPM works fine.
  14. Good afternoon, We have noticed that when raising a request for a user in Hornbill that we are able to see current active requests. These should be filtered by domain so when the Service Desk raise a request they cannot see requests raised by HR and vice versa. I have started raising a request and have seen a HR service request along with its title, my presumption was that this was due to elevated rights however I have verified that co-workers in Service Desk see not just the reference but the title too and the title could refer to a private matter which HR would not wish to disclose. Service Desk cannot see the content of the service request, just the title.
  15. There was an announcement yesterday for Service Manager 2041, which now appears to have been removed from the forum. Given that this was not auto applied over during the maintenance window, I presume this release deployment has been delayed. Is there any idea of the new timescale? Cheers Martyn
  16. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
  17. Hello, I'm sure there is a setting to allow this, I am just not sure what it is. We have used the Incident Details Form Configuration to add in a couple of extra details for our technicians to update in one of our service portfolios. I can make them so they are always visible to the technician, but they don't appear to be visible to the end user. Anyone know if this is possible? In the example below, we would like the end users to know who is doing the testing for this particular incident. I was hoping it would display somewhere here: Thanks James
  18. Hi We are starting to transfer our FAQs into Hornbill. Couple of the Service Desk Team are unable to add new FAQs due to permissions Cog -> Service Manager -> My Services -> "IT Support" -> FAQs -> +New FAQ What group do they need to be in ? Thanks
  19. Hello. We have started using the "Custom Buttons" with "Auto Tasks". There is a key feature missing... Inputs into the "Auto Task" can only be given from existing variables. I would like to have an option for the input variable to pop up with a data entry box. I could then seamlessly "branch" from the input rather than creating several buttons with similar process. (I know i could use the Data Form and assign a Variable Text to that but this is not seamless) Thanks Jamie
  20. 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
  21. Hello, I am trying to create a report that runs on a daily basis, for changes that were authorised during that day up until 16:15. I would then set the report to auto run at 16:20 each day uploaded via document manager. Our change process is very mature, so standard and Normal with an impact of minor - do not require CAB approval. As there are different processes different changes follow I wish to create reports that are as efficient as possible. I have looked at the change requests table, and there doesn't seem to be any option in there for the word authorised. After having a bit more of a think, All changes that get approved, go onto our Change Management Board, and all changes regardless of process end up in the board lane called Awaiting Change Implementation. I thought it could get away with inner joining the requests table and use the date modified feature, however that way does produce some anomalies. As any change modified in that lane will appear in the report, but that might simply be a member of staff adding an update to the request. Is there a way as I haven't been able anything in the Board Lanes table that records the time a request has moved into the lane called Awaiting Change Implementation? Looking at the time line of the ticket is seems to record the fact that the request has moved into the lane in the Change Management Board, but there seems to be no obvious way that I can find that I can use dates/ times a Change Request has moved lanes. As always any help would be gratefully appreciated Many Thanks. Adam
  22. My organisation wishes to change our priorities how do I amend these. I have created new priorities but the resolution timer does not activate
  23. 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
  24. 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.
  25. 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
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