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Found 16 results

  1. 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
  2. We are on build 152. When looking at the Team view of timesheet manager we have the new graphs available. Upon configuring the chart settings I've updated the trendlines. I've added two new trendlines and selected 'update'. The lines appear appropriately - but as soon as I navigate away from the page they disappear and my configuration settings are gone. I have two teams under my teams and this happens on both. I've cleared the chrome cache and am on version 83.
  3. Can I have an update on defect PM00157953 in relation to "Timesheet entries are not saved when updating a request with time spent", which was identified in October 2019. We are trying to records time spent against all our requests in Service Manager to allow analysis of effort and support ability of different products, but having inconsistent saving of time spent is meaning this data is incomplete. Thanks. Martyn
  4. Hello All, we are currently utilizing the time sheet application and the wiki shows information that appears to possibly not fully be relevant any longer / or ahead of its time. This is in relation to categories. We can only view one role which is TimesheetManager User. This role gives not only the use of time sheets, but also all the other relevent features of admin like creating/deleting etc.. Unfortunatley for staff to use time sheets they also require this role, which creates the fear of unwarranted edits/additions and a lack of protection for other members if viewable by all. The wiki says there are time sheet Timesheet Category Manager & Timesheet Administrator which would add different levels to the roles, but this is not available on our platform.
  5. @AlexTumber When a user is selecting a Time Sheet Category and Sub Category, can it description be displayed as tooltip to help guide the user in selecting the correct category? Cheers Martyn
  6. 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
  7. @AlexTumber Linked to our other post about the performance of retrieving timesheet entries, can the sidebar widget indicate that it is still retrieving the data, rather than displaying 'No entries to display...' Also sometimes it appears to timeout and not ever retrieve the information in the widget. Let me know if you think this is instance specific and I will log a request with support. Cheers Martyn
  8. Can the 'New Asset' operation be extended to allow the recording of time spent creating the new asset. Cheers Martyn
  9. 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
  10. 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
  11. @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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
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