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  1. We used the Copy Request feature to raise a new call this morning based on a call logged earlier today. The new call created did not have SLAs attached and is not visible in Manage Executed Processes (view below is 'All Non-Completed', I also checked 'Completed'). The new call is IN00025614 and should be between the 2 that are visible. Is this how the Copy Request feature is supposed to work?
  2. I am interested in knowing the proportion of Service Manager users who are using the different request performance tracking options, namely Priorities and Service Level Management for their services. Cheers Martyn https://wiki.hornbill.com/index.php/Service_Manager_Priorities https://wiki.hornbill.com/index.php/Structure_Service_Level_Management
  3. Hi, where can I see more info please on the fix highlighted below? I'm keen to see if this fixes something we are seeing also. Thanks
  4. It would be useful to have the ability to copy an existing Service Level Agreement under the 'Services' section, rather than having to set them up from scratch each time. Cheers Martyn
  5. I want to look at creating some OLA between support teams, how do i go about setting this up as i can only see SLA within the service portfolio section. thanks
  6. If a job is closed/resolved/cancelled then it clears all sub-statuses. Therefore when trying to run reports, we are unable to see whether a job has been on-hold and how long for if it is now closed/resolved/cancelled. In some instances, a job has clearly been on hold, e.g. the SLA for the job was 5 days and says met, however the job was resolved 3 months after being logged. The only way to delve deeper and find out how long the job was on hold for it to search for the job itself in the analyst portal, which is impractical when looking at reports for thousands of jobs. I believe this was r
  7. As a follow-on to my other post about additional reminder destination, it would be useful to have the ability to have the option to send the reminder as a notification message, as well as an email message to the same target recipients as currently supported and mentioned in the linked post. I am trying to reduce out teams dependance on emails and what them to focus on notifications and activities within Hornbill not start having to check their separate email as well. Cheers Martyn
  8. Along similar lines to @yelyah.nodrog , would it be possible to add the ability to send the reminder to the 'Team' the request is assigned too and also 'Members' linked to the request. I could also see a need in the future to be able to send the reminder to all 'Supporting Teams', but that would not be applicable to ourselves until there is the ability to add read-only supporting teams so they can view the requests but not action them, which would need to be excluded from the reminder. Cheers Martyn
  9. we have many time zone to manage at least 6, for each I've created a working calendar and a service level, now the issue I'm facing is that the SLA are not correctly assigned, the assumption is that the sla has to be choosen based on the company AND the site. Also consider that each service have potentially all the 6 sla; here are some example
  10. Hi, Is there anywhere in a request where it lists what the fix time was? In Supportworks, there was a field called "Fix Time" that calculated the time between the request being logged and resolved. Thanks Lauren
  11. We have the situation where our 1st Tier are responsible for the Response SLA and our 2nd Tier are responsible for the Resolution SLA. Reporting on the latter is simple as the 2nd Tier person is the owner of the request when the requested is resolved/closed. Before I go of and create a BPM process to store the owner of the request when the Response SLA is completed in a custom field, is this stored anywhere esle? i.e. who completes each timer? Cheers Martyn
  12. Hi We are currently looking to improve our incident business process. We utilise activities to capture why an incident has breached, using 6 outcomes (e.g. third party fix, delayed assignment etc.) and an additional "Reason" box to gather further info. Our current process is configured to allow the analyst to resolve a breached incident, prior to completing the breach activity. If the breach activity isn't completed, it will expire after a set time. The concern with this, is that the incident doesn't change from "Resolved" to "Closed" until after that breach activity is completed (th
  13. Hi I have a service that is linked to two SLA's because one SLA follows a working day calendar so an 8 hour day for P3 priority calls and the second SLA follows a 24/7 calendar for P1 and P2 issues. When I now log calls for the service on a P3 is doesn't choose the right SLA. I have two questions, can you link a service to two SLA's? and why would it not follow the P3 SLA when selected? Thanks Chris
  14. 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?
  15. When printing the details of a request using the print icon, you get the options for content and timeline entries, but there is no mention of Priority/SLA. Priority, Service Level, Response/Resolution Targets and Values are not included at all. Can a new option be added to allow the inclusion of this crucial missing information. Cheers Martyn
  16. At the moment we only have a limited access to fields in order to specify SLM Service Level Agreement rules:- We would like access to additional fields, so that we can make the rules more useful and fit more users possible combinations Organisation Country Region (see linked post at the bottom) Industry Custom fields Customer Job Title Language Country Custom Fields Region (see linked post at the bottom) Request Service Summary Description Source External Ref No. Custom Fields T
  17. 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
  18. At the moment when you set up a SLA Escalation action such as send a reminder, only basic generic information is inserted into the timeline. It would be use to to include The Timer used , i.e. Response or Resolution. The target time value used, i.e. 2 hours before etc The escalation text used/ Board & List /Person Assigned The link to the email sent (when the Send Reminder action is used) At the moment these default to 'Team' visibility, which is fine for us at this time, but I can see where form some SLA/Customers you may want this to be 'Customer', s
  19. Hi, I have been asked to see if i can come up with a way to determine the average duration of incidents resolved over a given time period (the last 6 months) in minutes during working hours. Our Incident SLA timer for all priorities is fix within 9 hours 15 mins (8am to 5:15 pm) monday to friday. Our working time calendar is also set up for 8am to 5:15pm. Is there any easy way to do this in reporting? i need to be able to say "the average time to fix an incident during the period was ???? minutes" Any ideas? Thanks
  20. Heya, I've been testing the SLA escalation events with the email notifications and have a couple of issues: 1) Both the 'Summary' variable and the 'Subject' variable is all lower case when sent in the email 2) The 'Status' variable in the email template includes the full status name exactly as in the database. This means it says 'status.open' rather than 'Open' 3) Customer name variable comes across as blank Are these things that can be fixed?
  21. When linking multiple Service Level Agreements to a Service at the same time, the order they are selected is not honoured when they are inserted into the linked services list, but inserted in alphabetical order. This means you then have to then manually re-order them or add them individually in order. if they where added to the Linked Services list in the order they where selected, that would save these extra steps. Cheers Martyn
  22. Having a large number of Services and a growing number of different Service Level Agreements (SLA) where we need to add both different targets and escalation processes, it would really help save a lot of manual effort, it there was the ability to copy the Service Level Agreement setting from one Service to another or even better select a number of destination Services in one go. In terms of settings this would need to include linked Service Levels and the Rules. At the moment I updating about 40 Services where I am having to manually add each new Service Level Agreement and add the R
  23. Along the lines of the Request List view you have under the Service option, it would be useful to have a Request List tab under the Service Level Agreements, which shows all requests linked to Service Level Agreement in question. Cheers Martyn
  24. Hi If I update a priority once a call is logged its doesn't change the SLA, i have to manually update the SLA, is that correct even though they are linked? Thanks Chris SLA.pdf SLA12.pdf
  25. Hi I'm see in the following error when resuming a call from paused, any ideas? 240556 2018-02-27 09:11:21 error perf 10852 apps:takeRequestOffHold() Method call results: failure (202137600 B, 461 ms, -2160 kB, 1 ms, 0 kB) 240555 2018-02-27 09:11:21 error scripts 10852 nodeName: Invoke Flowcode: Take response timer off hold; nodeId: 4b8db1a8-c819-4e8f-a86d-b91da1bc609d; At 307/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.
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