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Service Manager status


lokent
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Good afternoon,

A member of our staff, one in particular, has reported the below:

SM is showing me as Out of Office but also as available??

When she was in this state, she could receive new jobs but it wasn't allowing her to comment/action anything as the system believed her to be out of the office. As the below shows, she was both Available and Out of Office, which is an oxymoron in itself!

2018_09_17_12_19_45_Program_Manager.png

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Hello @lokent,

This is really strange. Do you know if she changed the status by herself or that is also wrong?

The weird thing is that even if the state is set to Out of the office, she should still be able to work as usual. This does not block anything except maybe automated BPM processes that check on user availability.

Did she try F5 (refresh) ?

Could you please provide more information about this as we are not able to replicate such thing.

Thank you,

Daniel.

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She had never set herself as out of office, as we only use the DND status within the department.

She manually changed herself from DND to Available in the morning, but then the out of office suddenly appeared across the top.

At the time, I understand she tried F5 as well as the browser refresh, and even closed the window down and went back in. It stayed like that all day, and when she came in the following day it had reverted to normal.

As a part time worker, it can be difficult to pin her down when I am also in the office and we have not experienced this issue with other users, so once she is back in I will ask for more information and if it has happened again.

L

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Hi @lokent

As far as I'm aware, the Availability option on the profile can only be set manually.  We don't have any features to automatically set this.  The availability can be set by the user in their own profile, or someone with access to the Administration Portal can set this against their user record. 

The availability options are also not linked to the on-line status.  The on-line status is something that determines if you have logged into Hornbill whereas the availability is more like your Out of Office that you would set on your email. 

Regards,

James

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@lokent,

The Availability Status is different than the Online Status.

image.png

Online status can not be set by anyone, is set automatically based on your interaction with the system. Availability status can only be set by the actual user in the profile page. Also, none of these are blocking. So being Out of the Office will not ban you from working with the system in any way. It will only display the orange message in your profile for you and others to see.

If you can get some more details from your colleague will be great.

Thanks,

Daniel.

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Hi @lokent,

Can you please ask your colleague if she still has the same issue? 

Also, is she using the mobile app? Could she had changed the state in the Mobile App?

What browser and operating system does she use?

You mentioned -"she could receive new jobs but it wasn't allowing her to comment/action anything as the system believed her to be out of the office", what do you mean by receiving new jobs? and what exactly and where she was not able to comment or action things?

Thanks,

Daniel.

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@Daniel Dekel

I believe that the reference to receiving new jobs is that in Service Manager there are operations for automatically assigning requests called ''Round Robin'' and ''Most Available''.  These operations use the profile availability to assign the requests.  Provided that the user's availability is set to Available a request can be assigned to that user.  Any other availability setting and the user will be left out of the assignment. 

There is an additional option on these operations that allows for the online status to be considered. The default is that even if you are off-line you can be assigned a request.  However, it can be set so that off-line users are also not included in the assignment.

image.png

 

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@Daniel Dekel

1. It is not still doing it, apart from that one instance she has not seen it since

2. We do not use the mobile app as part of the Service Desk

3. We are working with Mozilla Firefox - version unknown.

4. At the time of being available, and out of office, at the same time the individual was being assigned work from the request list as part of our Round Robin but was unable to action any of the requests assigned during this period.

 

@James Ainsworth

As users of the Round Robin, we have the highlighted option above set to 'No' as we have a high portion of part time workers, and thus only require this setting to work when they are in the office. Similarly, we don't want requests to be assigned over the weekend/holidays and so this setting stops this from happening too.

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