Adrian Simpkins Posted August 13, 2020 Share Posted August 13, 2020 (edited) Morning I have just noticed on logging on this morning that all our Full User accounts have been marked Not at work on the availability option in the profile - any idea why this is occurring? Also when I go into my profile to change it I do not appear to have the option to change my availability any longer, just shows Not at Work but cant click into it? I am not sure how this will affect assignment of requests etc - can someone advise at all please? Many thanks Edited August 13, 2020 by Adrian Simpkins removing query Link to comment Share on other sites More sharing options...
Adrian Simpkins Posted August 13, 2020 Author Share Posted August 13, 2020 Hi All = ignore the above I can see where it is changed now - many thanks Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 Hi @Adrian Simpkins, Great to hear. Link to comment Share on other sites More sharing options...
Logan Graham Posted August 13, 2020 Share Posted August 13, 2020 Morning @Ehsan, I noticed this as well, is the default option "not at work"? as it changed everyone to this and in doing so broke the round robin feature. Thanks, Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 Is there somewhere in the admin settings I can set this for all users? I didnt see anything about this in any patch notes (maybe I missed it) and our whole business (apart from me so far as I have changed mine) is set to 'Not at work'. Also is there a setting to remove the 'since xx:xx:xx' as well? It shows on the assignment list and makes it look a little like 'telling tales' if someone sets theirs late. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 @Logan Graham @Dan Munns, In last night's ESP build, we released enhancements to the availability status in Hornbill. There was an action on us to update the default availability status to "Available"; we're looking into this now. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 @Logan Graham @Dan Munns, this should now have be en addressed on your instance. Could you please refresh your screen and try it again? Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 All users appear as 'At work' now. Thanks @Ehsan Link to comment Share on other sites More sharing options...
Jack_Podmore Posted August 13, 2020 Share Posted August 13, 2020 @Ehsan Sorry to hijack but do you have a list of which statuses should stop assigning tickets to users? I have someone set as "Out of office" (done manually this morning through the "Users" section) yet they have still had tickets assign to them via round robin. Thanks, Jack Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 @Ehsan it would appear that all users are also set to (At Lunch) somewhere. This is from a search under co-workers from the request list: Link to comment Share on other sites More sharing options...
Jack_Podmore Posted August 13, 2020 Share Posted August 13, 2020 @Ehsan I am set to "Do Not Disturb" thinking this was an old status that stopped tickets auto assigning to me prior to the update however I am not getting them assigned to me along with anyone who is set to "Out Of Office" Link to comment Share on other sites More sharing options...
Gerry Posted August 13, 2020 Share Posted August 13, 2020 @Jack_Podmore The way the status works now is quite different, each status has multiple attributes to control how the system reacts to certain statuses. You can go into the admin tool and see this new view where you can disable pre-defined statuses and also add your own custom ones if you want to as well Gerry 1 Link to comment Share on other sites More sharing options...
Jack_Podmore Posted August 13, 2020 Share Posted August 13, 2020 Thanks @Gerry - is there a new permission associated to allow me to access this? I have logged out/back into our instance but don't have "User Availability States" as an option. Regards, Jack 1 Link to comment Share on other sites More sharing options...
Gerry Posted August 13, 2020 Share Posted August 13, 2020 @Dan Munns Quote Also is there a setting to remove the 'since xx:xx:xx' as well? It shows on the assignment list and makes it look a little like 'telling tales' if someone sets theirs late. Its funny that, we had some pushback internally too about that exact point. I did wonder what other people might think, because actually this is really not a tale-telling strategy. The changes to the status where made to provide a tool that helps replace an element of what is lost when everyone is remote working. In the most simple example, your co-worker gets up from his desk, dons his Jacket and goes to lunch, you see him do that so you have a sense of what time he went to lunch, if you then needed to talk to him you would know, ahh he went to lunch at 12:30, he should be back in 20 minutes, and you can schedule your time accordingly. This is the primary purpose of the status time change. So its about using the digital domain to allow users to "declare themselves" available/busy/not at work and so on, and in that context the time element seems like its relevant and important. I would have thought (but perhaps its just me), that its reasonable to ask employees to individual co-workers to maintain a reasonably accurate availability status, that can be very helpful for many things, and I would consider it being part of a coherent team. If in your example, a co-worker feels they are exposing themselves to scrutiny if they eh hem *forget* (as I always do myself), then I can understand why you would ask for that. Do you think its a requirement to be able to turn this off? Or do you think, as it seems to have been that case for us, that people will just get over it and see it for the positive purposes its been created? We are also planning to add other features that will give co-workers a "sense or presence" and there will most likely be time elements to that too. Same question to anyone else too. In an office environment this is less relevant, but in a remote working environment I would have thought it would be more beneficial than not. Gerry Link to comment Share on other sites More sharing options...
Gerry Posted August 13, 2020 Share Posted August 13, 2020 @Jack_Podmore You know thats a good question, that view might be locked into beta at the moment, I will find out and let you know. Gerry Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 21 minutes ago, Gerry said: Do you think its a requirement to be able to turn this off? Or do you think, as it seems to have been that case for us, that people will just get over it and see it for the positive purposes its been created? I suppose it depends on how people use it. If staff feel that they are 'being watched' then they will just stop using it and be 'available' all the time. I did notice however that although I can see my time I dont seem to be able to see other peoples. I suppose it will need a little time to see how people react. I am just preempting the complaints about it. Any ideas on the 'At Lunch' issue? Link to comment Share on other sites More sharing options...
Gerry Posted August 13, 2020 Share Posted August 13, 2020 @Dan Munns "Any ideas on the 'On Lunch' issue?" ? Gerry Link to comment Share on other sites More sharing options...
AmyW Posted August 13, 2020 Share Posted August 13, 2020 We would like the ability to remove/hide this, we have a telephone system with a status and Microsoft Teams with a status, we don't really want a 3rd status to update when we get up from our desks, it also has put people as Available who are offline so it's not accurate and shouldn't have to update it for people who forget. Also we weren't notified that this was going to happen. 1 Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 If this could link into Teams/O365 it would be great @Gerry as above: it would appear that all users are also set to (At Lunch) somewhere. This is from a search under co-workers from the request list: Link to comment Share on other sites More sharing options...
Jeremy Posted August 13, 2020 Share Posted August 13, 2020 Guessing in the Admin panel we can just turn all of these off and they won't appear for those users who don't want this turned on? Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 All, There seems to be some confusion here. The Hornbill Automation in Service Manager provides the option to include or exclude Offline users. A user who's availability status is set to "Do Not Disturb" or "At Lunch" is still considered as online, or to align it with new terminology, they're considered as "Present At Work". A user who's status is set to "Out Of Office" or "On Holiday" for example is Offline. Gerry shared a screenshot above which shows the statuses that enables the "Present At Work" flag. Link to comment Share on other sites More sharing options...
Jeremy Posted August 13, 2020 Share Posted August 13, 2020 Also it appears that this has updated the Basic Users as well as the Users, as similar to others our basic users are all 'At Lunch'? Although looking further I am 'Available' but in the searches for users etc I am 'At Lunch' But also shows that I am online for accepting requests... Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 8 minutes ago, Dan Munns said: If this could link into Teams/O365 it would be great @Gerry as above: it would appear that all users are also set to (At Lunch) somewhere. This is from a search under co-workers from the request list: @Dan Munns, I can't quite workout where "Co-workers from the request list" is? Are you referring to Main Menu > Home > Co-workers list? Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 13, 2020 Share Posted August 13, 2020 @Dan Munns if you're experiencing the same issue as @Jeremy regarding "At Lunch" status in Co-workers list - I have reported this internally, we'll get back to you as soon as we have more information. Link to comment Share on other sites More sharing options...
Dan Munns Posted August 13, 2020 Share Posted August 13, 2020 @Ehsan when searching co-workers here: The resulting list shows all users as 'On Lunch' Link to comment Share on other sites More sharing options...
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