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Found 8 results

  1. 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
  2. Hi, Sorry if this is in the wrong section, I couldn't think of the best place to put it. In our organisation, the IT Support team is heavily involved in both BAU support like Incidents, Requests and Change etc... and also in business led project work. If we owned both Service Manager and Project manager, do you offer the ability to see Resource Capacity based on work an analyst has assigned in both applications?
  3. Hi, I was wondering when the individual Service Domains are in Service Manager, will there be a certain location/place or folder as such, to track what changes have been made? such as progressive captures? we would like a place to identify what we would currently have within that Service Domain. For an example, Facilities we would want to know, what reports we have, what boards we have, what changes we made to a certain progressive capture or business process? It is just a way we could identify any changes in the system instead of keeping multiple spreadsheet outside Service Manager, we would prefer for it all to be together? Is this something in the pipelines at all?
  4. Hello, Is it possible to schedule a report to run from a specific date each month? we currently have a report that runs at the start of every month, with a date range of last month or quarterly, however we have been asked to see if we could potentially have a report scheduled monthly to run from a specific date (our go-live date 5th July 2018). I know you can use the date prompt however, could we still schedule this report to run or do we have to do this manually each month, as we have the reports in a document library for other users to access.
  5. We are new to Service Manager, having used Supportworks for a number of years. When using Supportworks we heavily utilised the MultiClip functionality. This enabled our analysts to quickly update/resolve requests by simply pasting in to the relevant text fields. It was a great contributor in reducing our resolution times and providing a more streamlined service to our customers. I wondered if there is any likelihood of the MultiClip editor being implemented in Service Manager in the near future. We are aware of the "Snippets" function when using E-Mail, however the addition of MultiClips would benefit our departments hugely.
  6. We have currently split out a number of our Routing Rules for Starters, Leavers and other forms that we regularly receive and need logging within Service Manager. I have created a rule as follows: fromAddress = "recruitment@ourdomain" AND subject LIKE "New Starter -%" We have a similar rule set up for our Leavers & Change of Detail forms which come through and log without issue however the above fails and the emails just sit within the Inbox within Service Manager, I have checked the log files and I have found the following error: 17993 10 Aug 2018 10:35:56 error comms 6448 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 4c011328-a5a4-48c5-9aaa-26f4b6006e2b; At 354/1: "Uncaught FCSException: Application Setting 'app.email.routing.rules.unknownUser.sendRejectionEmail' is disabled." throw(e); _fc_node_exec_4c011328_a5a4_48c5_9aaa_26f4b6006e2b The Recruitment email address is a Shared Mailbox rather than a User Account, can you advise if the above error is received because the email address is a Shared Mailbox and by enabling the above will that allow the emails from this address to then be logged using the routing rule mentioned above?
  7. I have recently started using the Service Manager iOS app and I have noticed that when trying to assign calls the 2 drop down menus to select Team and Analyst are blank and when I go back to the previous screen within the app and go back to the Assign Call the drop downs then show up as [undefined]. I have attached a couple of images for clarity. Would this only be applicable to our instance or is this a wider issue with the app itself?
  8. Hi, Apologies if this has been posted in the wrong place - I haven't used the forum too much! We're currently in the process of building our Service Manager instance. When logging a request via the "Raise New" button, our services list shows all of our catalogue items (incident, SR and change). Is there a way of ordering the catalogue items at all? Currently, our incident and service request catalogue items show under our change catalogue items in the overall list - this isn't ideal as we will use incident/service request far more than the change catalogue items. Please let me know - it's probably something very simple. Thanks
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