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Found 22 results

  1. Currently only the Suspend > Await Expiry, has the capability to set 'Expire Date/Time' value, all the other Suspend nodes only have the normal duration based 'Expire Period'. We want to allow the analyst to set a follow date/time in a previous Human Task using a date/time control field and then suspend the BPM whilst awaiting for the Email response, but expire the suspend at the date/time set. The SLA needs to be running during this time, so not able to use the On Hold approach and just using the Await Expiry does not allow for BPM to resume due to separate update. Cheers Martyn Await Expiry node Example other Suspend Node.
  2. Morning, I have noticed that our tasks are running a hour out on timing, they are a hour ahead. I think it may well be only affecting and tasks running parallel, however when they are completed they are showing as completed at the correct time in the timeline. Please see screenshots, is there something I need to change to resolve this?
  3. When applying an email to a request, the date and time stamp information is not included in the header information added to the timeline entry. The timeline entry will just show the date and time the email was added to the request, which is fine, but in order to view the email delivery date/time stamp you have to open the request. Can we request the date/time stamp information show in the shared mailbox is embedded in the time line text. This could be a configurable setting to allow this to be turned on or off on a per instance basis. Cheers Martyn
  4. What type of value is expected by the time zone parameter on the Service Manager > Application > Utility > Get Local Time node? I tried UTC but got an error from the BPM. Cheers Martyn
  5. Hello, We have had an issue arise where the schedule time is showing an hour behind and with a z at the end as per below: Once in the forms design view however it shows the correct time that has been chosen: Due to this some of the notifications sent out are displaying the time incorrectly and some even though it shows the wrong time is still outputting to the notification correctly: One that sent out correctly: Any help would be great thanks.
  6. Is it possible to enabled time recording on Workspace posts and comments? I am trying to encourage my team to post knowledge on to the workspaces and it would be good to be able to record there time spent doing this as well as give me a measure. Cheers Martyn
  7. 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
  8. Guys, in support works there use to be a default time spent button on each ticket. Do any of you know if this is available to be added in service manager somehow?? i would expect to see it in the update ticket field then with a total time spent on closing the ticket .... can this be added as a feature if its not already available as id like to measure my teams time spent on tickets to review skills gaps, issues. and costs James
  9. @AlexTumber There seems to be a display issue with the Time Sheet Manager plugin in Service Manage, when display 'All Values'. Though the values are displayed in the correct order for both timeline and manual timesheet entries, there time is not displayed properly. They all appear to be displayed as 01:00hrs, which I suspect is down to some timezone translation issue as we are BST at the moment or just not passing the time element. In the screenshot above all bare the top one entry are timeline updates with time recorded against them. The top one is a manual entry via the time sheet right-hand panel. Cheers Martyn
  10. Hi, I'm currently trying to create a path way that automatically notifies a different email and path should a request be logged outside of 09:00- 7:00. The time logged variable is available form the global flow codes, however it does not appear to work using a greater than & less than equation. I assumed maybe its due to the format in which the system records time, however i cannot see this anywhere, as there is no time logged variable in the email templates, only date logged - which also provides time. The logic of using 'or' defeats the point, but when using 'and', which was the original intention, this proved to fail despite being logged between those times and would reject to the no match field. I attempted to make the opposite in the no match but this also failed. Is there a way to accomplish this? Thank you, Foley
  11. Related to my post below, it would be useful to be able to specify a specific time as a well as date for the expiry of an API Key. Cheers Martyn
  12. Hi When adding time retrospectively, is there a way to link it to an entity? We've recently had a major incident and, understandably, our engineers are focused on returning service rather than updating the incident record at the exact time. Within a users' timesheet, they can add retrospective time and select the relevant categories but cannot link it to a request or asset. Is this something that could be added if it isn't possible already? Thanks Lauren
  13. Could I raise User Interface improvement request for the Time Picker as used in a number of places in the application, but specifically the one used when placing a request on hold, as below:- At the moment you cannot manually enter the time in numbers and you have to use the drop down to select the time. When you click on the field it drops down the selectors for both the hour and the minutes, but closes when you make a selection of only one of the values, either hour or minutes. You have to click on field again to open it up to then click on the value you want for the other. When you are updating just a few requests this would not be too much of an issue, but when you are updating a large volume of cases on a daily basis it can quickly become annoying. Would be possible to have the time picker to stay open until you have click/tabbed to a different field? Would it also be possible to be able to type the time in as well, given that sometimes you have to make a number of clicks to scroll the picker to the hour/minute you want. The reasons for the latter point is that we always put our requests on hold to the end of the day, i.e. 18:00 hours, so that our 1st Tier are able to chase up customers on the day it comes off hold prior to the SLA timers restarting. Cheers Martyn
  14. Hi folks When requests are logged via hornbill's "I want to book a minute taker" the time selected is not being reflected in the automated emails, appearing to not have taken daylight saving time into consideration, as it is always an hour before. Just to confirm it is just the emails being effected, the actual request details show the right time Basically we have date conversion nodes in the Minute Taking BPM and it seems to be taking an hour off. Is this a system setting / wokflow config we've missed or is it a bug? Please help
  15. Guest

    BST time

    Hi, We noticed that all our scheduled tasks and reports were delayed by 1 hours following the BST time change this weekend. All other parts of service manager seems to be working fine with the correct timing flag. After contacting the support, we were informed that the system is working as designed on UTC time. This is causing us quite a headache as it does means that we will need to amend manually any automated reports or tasks each time. We do have a large volume of scheduled reports being published to various libraries for key stakeholders. Do you plan to amend this in future? Regards, Jmarc
  16. When reviewing an request or printing, it would be useful to have the time spent (if record/greater than zero) displayed on the timeline entry on the bottom line where it displays the visibility of the timeline entry. Cheers Martyn
  17. Hi Everybody, We have a global Service Desk Team, working in different time zones. At the current stage we have not yet deployed any service with an SLA, but soon we will. I understood that the SLA might be linked to a specific Working Time Calendars as described in another post (https://forums.hornbill.com/topic/9868-work-time-calendars/?tab=comments#comment-46216). We are also using the 2 stage closure which i understood is in some way using a Calendar; let me also say that potentially our teams and customers will work under this calendar: so my questions are: 1. in which way the Service Manager uses the Working Time Calendars and which relationships we have between Teams' Site/Customer's Site 2. when the Service Manager uses the "ServiceDeskDefaultCalendar" and the "FeedbackCalendar" 3. assuming that we well create additional working time calendar for each time zone we have in our enviroment (see the picture above), how this will be used by the Service Manager from a general point of view and how the 2 stages closure will use those calendars and in which relationship with the Teams' Site or /Customers' Site (if any relationship exist) Thank you!
  18. Morning all, Im running a report to find out our resolve times for calls and a average... Firstly the only resolve figure i can find is in seconds? I dont really get what the Resolve time means as it reads in just numbers. or what the Resolution Timer ID is either? Also is their a way to work out a average on a report? Thanks Hayley
  19. Hello, In progressive capture there is a date and date/time picker available. Please can you include a time only version and also give the ability to switch off seconds for all as this is too specific and unnecessary in most situations. Also if some more thought could be given to the user experience of this form that would be great. A lot of the time it works fine but have had reports from users that it can be fiddly and after doing some testing have to agree with them. Sometimes you can type the time in, sometimes you can't and the minutes and hours don't "snap" to anything particularly useful for an end user (5, 10, 15 etc. or 00, 15, 30 etc). Many thanks, Tom
  20. Hi, A number of the teams charge customers by time spent on a ticket. I'm looking for the best way for teams to record the time they spend on each action on a call so it can be totalled up and reported on. I understand there is the time-sheet module now but is this over kill for what I'm looking to do, or would creating activities be better, or maybe custom fields? Thanks Chris
  21. It appears that our Service Manager system seem to think that it is 21-02-2020 16:10. Everything has changed to this date. all calls raised are defaulting to this date and all system defaults show this. Please can you advise what has happen?
  22. When creating a manual activity such as call back you are able to specify a date and time, but when creating a Human (manual) Task in the BPM, you can only set a priority and an expiry date, which are both static arbitrary values. Can change request be raised to allow the BPM node to specify a date and time from a variable ( i.e. respond by or resolve by) as well as an arbitrary duration. This way the activities created will be displayed in the correct order in the users 'My Activities'. Cheers Martyn
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