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Found 10 results

  1. Linked to the post at the bottom of this one, can the Time Sheet option on the Shared Mailbox be enabled so that we can also record the time spent against raising new requests and applying updates from the shared mailbox on to Service Manager requests? The options is there but does not seem to function or setup. Cheers Martyn
  2. 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
  3. Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx
  4. @Daniel Dekel Revisiting our timesheet categories following my post from a beginning of last year, I now have a number of different Service Desks and need to set different Default Catagories for each desk. How do I share different sets of default catagories? Cheers Martyn
  5. On the Timesheet view within the Service Manager request, it would be useful to have a breakdown of time spent by Analyst on the 'Values View'. Cheers Martyn
  6. When viewing my time sheet, a sub category is being duplicate under an incorrect parent so appears to show the time spent twice, but the total is correct for the day. Cheers Martyn
  7. Is there a way via direct SQL to bulk enable timesheet plugin on multiple Services? We have in excess of 100 services, so it would be good if there was workaround to be able to enables timesheet plugs in bulk. Longer terms it would be a good idea to have the ability to apply operations/settings to multiple services in one operation rather than having to do it individually. Cheers Martyn
  8. Good Morning all, We are running into an issue regarding marking time logged against tickets as billable or not billable. Would it be possible to change the default categories under which a certain action is logged based on the service a request has been logged against, or add an easy way to mark this time as billable? Some of our services are time billable by default, and some are not. Right now we are using a default subcategory called 'Ticket Update' for all time logged against a request. This does not distinguish between billable and not billable time. Because of this we created a second subcategory called 'Ticket Update Billable' for all billable time. Whenever our agents are logging time against a ticket logged against a service whose time is billable our agents would have to constantly change to the second subcategory. This small extra step is easy to forget and when forgotten will cost the organisation money. I look forward to hearing from you, Alex
  9. Hi all, With the addition of time logging on requests we are really diving into this part of Hornbill, and we noticed a little thing we would prefer be handled differently. Whenever you start a timer on let's say the Update tab within a request and for some reason the agent switches to another tab (let's say the Callback tab) the timer on the Update tab gets reset. Would it be possible to have this by the agent explicitly enabled timer not reset on switching to another tab? Thanks in advance, Alex
  10. Hello all, We are running into an issue regarding the managing of the Timesheet Categories. A colleague manager of mine would like to change the assigned teams to a certain category I created. This is currently not possible. Will it be possible in the future for other people to change the categories and the people assigned to those categories for those they have not created themselves? Thank you, Alex
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