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Found 14 results

  1. Hi, It is likely that this has been raised previously, however I was unable to locate any posts: Currently, within the request list you are either able to view all request types (by selecting "All") or one request type (by selecting the relevant icon) - you cannot select two different types of request without creating a custom view. Is there a change planned at all to enable analysts to select multiple request types? Thanks Lauren
  2. Hi, Since I did the SM update yesterday I have had reports of SM users not being able to use views they had set up for tickets assigned to other teams. One view was setup like this (his team is team one): IF team_name = it service desk AND h_status = new, open, on-hold; this view worked fine until I performed the update I created a test view: IF team_name <> team one AND h_servicename = incident service, service request service; this view also worked Changing the newly created view to: IF team_name = service desk AND h_servicename = incident service, service request service shows no requests. It looks to be a permissions issue but as he is in a team that supports the services and the view worked until the update I don't see that it is anything he / we have done. Thanks, Dan
  3. When in a view is it possible to get these icons to show? (like in the normal request list view)
  4. Not sure if this is a bug, but it was working before Christmas for me and I recently updated our instance and now I can no longer export the fields in a new view for Within repose time and within resolve time, see below. Any ideas?
  5. Hi Is it possible to do a view on all tickets that are within 4hours of failing an SLA?
  6. I have created a view to see all of the jobs created by my team and chosen the analysts and one is PeckR However, in the charts and list of jobs, it returns Lauren Waters (who doesn't exist in our instance), we also have a Ryan MacNeil that is labelled as another one of our analysts. Older charts are OK but new ones seem to have some issues. Please see below the highlighted people don't work for us...
  7. Hi could I ask that the lists when making views are alphabetised please? It makes it a nightmare for some things (attached is our CI list, which is quite long) Thanks
  8. When creating either a personal or shared view in the Request List Views definition, it would also be useful to be able to specify what column to sort by and whether it is ascending or descending, which is then stored and applied when selecting the view. Cheers Martyn
  9. When using Request List Views and sharing them to your team/colleagues, it would be useful for conditions such as 'Owner' where you can insert a dynamic variable of the current analyst id rather than a literal value. This could also apply to other analyst id related fields such as Closed By, Created By, Resolved By etc. This way as a manager I can maintain a common set of views I share to my team but they will 'personalise' automatically to the analyst who is running them without them needing to create their own copy. Cheers Martyn
  10. Hi, I am experiencing a small issue with custom views. When adding a filter on the field "Site" I get an error message despite selected a value. Are you aware of a bug? Thanks for any help you can provide!
  11. Good morning, I have a query with regards to the Request List area. Can we add a new condition to check for in the “Views” where Thanks, - Samuel Wood -
  12. Though the Sub Status field is present and view-able on the the Request List screen, it is not appearing in the condition drop down when setting up a view on the Request List. One of the main reasons we are implementing Sub Statuses is to allow our analyst to be able to differentiate and filter their request lists based on the more detailed status information offered by the Sub Status facility. Can this be added to the condition drop down as a matter of urgency? The other recent additions such as Service Level and Service Level Agreement are present, but not the Sub Status field. Cheers Martyn
  13. I have created a view and I want to copy it by selecting MAKE A COPY... but this doesn't seem to do anything - perhaps I'm missing something - can anyone help please? Forum - Copy a View Issue.docx
  14. Good morning, Previously I used Hornbill Support works and always liked that I could see who in my team was online/offline this obviously helped for assigning tickets over. I was wondering in Hornbill Service Manager if the same feature was available? I know you can view in the admin console who is online but that only helps admins. Is there a way we can see within the Live portal who is online/offline? I had an instance yesterday where a colleague logged a ticket for another colleague who was on annual leave and I am trying to think of ways to avoid that scenario. If my colleague knew he was offline, he would not have assigned the ticket over. Any help would be appreciated. Thanks, Andy
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