Hornbill Users
  • Content count

  • Joined

  • Last visited

Community Reputation

0 Neutral

About yelyah.nodrog

  • Rank
    Advanced Member

Profile Information

  • Gender
  • Location
    Great Ormond Street Hospital
  1. Good morning, I was wondering if there is a option to supply a drop down box for the reasons when you put a call on hold? Many thanks Hayley.
  2. Thankyou I am going to give this a go, it would be helpful to know what the max amount of characters can be put into this field before it stops working?
  3. Hey All, Quick Question, We have a field in our Progressive capture with H_Summary as a field ID in it, to pull information into our summary on the request list page. I have made it a Single line text field but people are putting too much information into the field which is stopping it from pulling the information up to the summary. If their a code we can put in the Regex Field to control the amount of characters that can be put in? Like when you can specify it to only have numbers input? Like above? Many Thanks Hayley.
  4. Morning Victor, This is actually really helpful. One question. We have 2 x service level calendars one is for our critical issues (P1 and P2's) which runs 24-7 the other is for anything below this that runs normal office hours. The way our progressive captures are set up everything roots to one call closure node. will we have to split this depending on the priority? Thanks Hayley
  5. Never mind just realised that you can just select I am a member stupid me
  6. good morning James, I have switched this feature on and it is still not allowing our security manager to see the calls he has raised in the custom view. I have just got him to check and he still cannot see any calls he has raised that are new, on hold or open. If I manually search the ref he can see it. I understand that he will not be able to see any older calls he has raised as I have only just switched on the feature and this should only apply to future calls - however these are not showing either ? even though he is showing up as a member in the calls? Thanks Hayley.
  7. Perfect, Thankyou Victor
  8. Afternoon all, Quick question if we have decided to chop and change our catalog items around (E.g. one Service is going to make all catalog items redundant and just use 1 catalog and a simple list) If I remove the old Catalog items will this break something in the background of the old calls logged against them? I can see a option to retire the items is this the way to go? As it will leave a lot of retired items. OR can I just remove them? Hayley.
  9. So there is no way for our security manager to track all his created by requests?
  10. Morning all, So I have changed it around and set him to Created by: #However it is still not showing any calls at all. I have replicated this view on my account and I can see everything. Now, the only thing I can think is that I am in all teams on hornbill, and Tony isn't However as he has created the call surly even though he is not in all teams he should still be able to track his call? Hayley.
  11. Good afternoon, One of our users is trying to set up a custom view for their requests. It has been set up correctly as far as I can tell, however it is not reporting any accounts and he does have calls. Any ideas?
  12. any ideas anyone?
  13. Thanks Pam
  14. Morning all, I am trying to group close calls in the request list screen. however most of the time it doesn't allow me to select more than one call at a time before the button disappears and it doesn't allow me to close them. As you can see below when I select one call it shows the button, When i select two buttons (Below) the button dissapears However when i select more than one call with the same service it allows me to bulk close - is this a error or a known issue that cant be changed to bulk everything? Thanks Hayley.
  15. Good Morning, It has been raised to me by every one of out teams have noticed that their calls are not closing after the standard 5 days. We applied a auto close node to the BPM when we started using hornbill - Daniel helped us build our BPM's I have checked both the Incident and Service Request BPM's and they both have the auto close node set up to close after 5 days. But as you can see below no calls have been closed since the very beginning. Are the Nodes set up incorrectly or is this a known error? Many thanks Hayley.