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  1. Hi, In next release of document manager we've added a bookmarkable page which will automatically download the document when you open it. This will allow you to share direct links to the download page Thanks Trevor H
    4 points
  2. @StephC @HGrigsby @Ann-MarieHolloway @Joyce @m.vandun @Adam Higgins @RobW We can inform you this has now been fixed in the latest platform (ESP) build 3416, which is now live in all instances. Kind regards, Nanette
    3 points
  3. A fix has now been deployed and the problem should no longer be occurring. Let me know if this is not the case however. Apologies for any inconvenience this may have caused.
    3 points
  4. @JoanneG I'll defer to Bob if I'm mistaken, but I think that Requests -> h_description value equals %covid% should be Requests -> h_description value is like %covid% as the equals function will not parse the % character as a wildcard. Also Requests -> h_description value is like %COVID-19% whould be covered by Requests -> h_description value is like %covid% as the comparison is not case sensitive and it contains covid.
    2 points
  5. We're looking into this as our top priority, we'll update here when we have further information.
    2 points
  6. @AWeaireI have also raised this in the support portal
    2 points
  7. So we have a few departments that use the @xxxxxx functionality within Service Manager and on the whole it works great but we are sometimes struggle to see the wood for the trees as they get swallowed up with the notifications about requests etc. Would it be possible to move the mentions to the side bar like tasks, chat etc? e.g. as below, with a rising count of mentions that you haven't seen.
    2 points
  8. In the latest version of document manager there is a Direct Link option in the right hand side of the document details page, you can click here to open a page to directly download the file.
    2 points
  9. @m.vandun @chriscorcoran @Paul Alexander @Will J Douglas Afternoon all, I've just released v1.7.0 of the R scripts - they now support using the XLSX output of the reports (as well as the existing CSV output), so you can get your Power BI reports back up and running now instead of waiting on the platform fix to the CSV issue (which is actually done and will be in the next platform update). Hope this helps, Steve
    2 points
  10. @Giuseppe Iannacone the asset substate is set in the properties h_substate_id and h_substate_name. Of course, make sure that the substate exists; check the table h_cmdb_asset_substate. Thank you Armando
    2 points
  11. @Jeremyjust having a read through this thread - would you need separate tickets logged for every item that has been selected.....even if they are going to the same team? If not, the second option @Steve Gillermentioned could work here When you record Checkbox Items, it concatanates the results into a single line separated by commas, so for example - if someone selected the first two items in your screenshot, the output is: Advice on obtaining evidence (DO Team), Applying for DSA (Admin Team) With that in mind, if there were only two teams would the below set up work or have I
    2 points
  12. Hi. Is there someone experiencing intermittent connection issues to Hornbill? We are experiencing that in the last hour. regards A
    2 points
  13. We have noted the issue and are currently investigating. I will post an update up shortly with our progress.
    2 points
  14. 2 points
  15. We have identified the root cause of the issue and are currently working on a fix. I'll have a further update shortly.
    2 points
  16. Hi @Joyce, just to let you know... "shared" charts are set to "hidden" as a default, so users need to change it manually
    2 points
  17. @HHH @Giuseppe Iannacone apologies, maybe I was not very specific in my previous comment. The issue/error with the app store that you see now when accessing the store, will be fixed in the next update.
    2 points
  18. Hi @Ann We have done it like this: best regards Nikolaj
    2 points
  19. @steve giller - Thanks for the really quick response. I have check out the wiki page.....As a quick fix I have used the 'Empty variable modifier' which is working.. The ESP conditions look good, but I think I need a quiet space and an little more time to digest that option. Thanks again :-)
    1 point
  20. Hoping someone can help with this either a customer or Hornbill admin. Many suppliers such as Hornbill have a service status page (https://status.hornbill.com/). Is this functionality available within Hornbill now or is it being considered a function for future release? Having the icon on the service to demonstrate service availability is already there and I recognise that however, if you have a large volume of services and they are not all located on the same page it is hard for a user to understand whether there is a known service availability issue or not.
    1 point
  21. @Adrian Simpkins the other users would also need the appropriate role for example to view Incidents. Another consideration is, where is the URL taking them too? the agent view of the request or the customer view of the request - this may also have a bearing on their visibility issues. Maybe share the URL which they are seeing, in the forum and possibly check the users have the appropriate request type role, they would be my first suggestions Steve
    1 point
  22. Hi Alex Thank you. I think we would find all of the columns useful to be able to sort/filter, including any non standard columns we may add, for example Priority or sub priority. I know that the columns in the task screen are able to sort which is helpful. Thank you. Kind Regards Ann
    1 point
  23. @John C The term "logged" implies a formal request for the service you mention. A request/call/ticket is logged and usually, a reference is provided to keep track of the said request. There is no such thing on the forums, there is nothing logged or raised. The community forums are a platform made available by Hornbill for forum users (customers) and Hornbill staff to discuss various topics related to our product. It can be issues, suggestions, best practices, etc. The engagement happens via forum posts or threads. It means our community forums are exactly what the term suggests, a plac
    1 point
  24. @HHH We do not normally move contacts from one organisation to another. We archive them if the move, so in your scenario when one leave one organisation and returns to the former original one, we would have unarchived the original one and archived the newer one. We also manually update any open request to other contacts within the same organisation. Given that that request table hold both the customer and organisation ID as foreign keys, it will come down to the query used for both the request and organisation view in the portal, as changing a contact organisation in the contact reco
    1 point
  25. Many thanks for the fix. Working perfectly!
    1 point
  26. +1 we would like to send emails through the BPM with attachments also.
    1 point
  27. Hi @Stephen.whittle I've added an Enhancement tag to this as it appears to be asking to add feature. I'm aware Development are discussing this post and they should get back with a response shortly.
    1 point
  28. Hi @Joyce, I can confirm this was a defect and it has been solved. It will be available in the next Collaboration Application build. The problem is that the group probably had Basic Users and Workspaces don't accept users of type Basic. The fix will ignore those users. Regards, Daniel.
    1 point
  29. @Helen Chaytor Thank you, that rules out the source Request not having a valid Workflow. There is a resolved issue where copying a Request raised from a Catalog Item will use the Default Workflow for the Service rather than the Workflow attached to the CI. If the Service does not have a Default Workflow then no Workflow is assigned. The fix for this will be in the next Service Manager build. The workaround is to (where practical) ensure the Service has a Default Workflow assigned.
    1 point
  30. Hi @Adrian Simpkins It all depends on your BPM process being used for the request and where within that process the Timer -> Mark Response Time node is placed, we do not automatically mark it on any one specific action as every customer will make their own business decision as to what point in the process it should be marked so you should use the node in your BPM at the appropriate stage. The change of SLA will update the targets, but if the target has already been marked then it will not generate any new timers/events for that request. Does that help to answer your question?
    1 point
  31. 1 point
  32. Hi @Hannah Stella @nasimg You can upload the attached report to your instance (Admin Tool --> Applications --> Service Manager --> Reports --> Create New Report --> The Green Upload Button) This will show you all active services on your instance, the catalog items associated - and the Progressive Capture and Business Process that is being used for each Catalog Item: all-active-services-with-catalog-items.report.txt Hope this helps! Kind Regards Bob
    1 point
  33. @Jeremy i see, I'll discuss with the teams but i don't think the auto tasks will be adapted to support 'waiting' for task completion and then using outcome questions to then update custom fields. I'll see if there are other approaches which might work, for example enabling fields on manual tasks and perhaps auto tasks on activities / activity outcomes which could update the related entity (in this case a request) - just a brainstorm at this point but i'll raise the challenge and see if there are ways this could be overcome
    1 point
  34. Hi @joe Currently the option to open pdfs in browser is only available in the main Document Manager view. We will look at at adding it for the documents in a service view and let you know when its available Thanks Trevor
    1 point
  35. HI @Adrian Simpkins It looks like this was just a small issue with your Join criteria. The Board Cards and Board Lanes tables were being joined on the Board ID when in fact they needed to be joined on the Lane ID. I've just made a small tweak and it seems to work on my instance - do you want to upload this updated version on to yours, and let me know if this now works for you? change-management---cab-agenda-updated.report.txt Thanks Bob
    1 point
  36. @Alisha I think the only way to force the Process to wait and give you the opportunity to change the Priority while still allowing you to keep the existing one is with a Human Task. I would be thinking of something like this: With the Human Task something like the below - obviously adjusting the values for Priority to match yours (along with the Decision outcomes): You could set an expiry time so that it's not hanging there indefinitely if the Task is not completed if desired.
    1 point
  37. Hi@Adrian Simpkins Are you creating your report through the Hornbill Reporting functionality? If so you could you export your report and provide it to us so we can take a quick look at the set up? Kind Regards Bob
    1 point
  38. Hi Gemma, It is an all or nothing when it comes to skipping a stage. If you want these authorisations to always take place then you will need to move these from the stage that can be skipped. Hope that helps.
    1 point
  39. Hi @Jeremy Issue fixed. Should be released somewhere next week. Thank you, Miro
    1 point
  40. I believe this thread may be of assistance:
    1 point
  41. Afternoon Nikolaj Hope you are safe and well. Thank you so much for the screen shots, they were very helpful and I now have the priority list up and running. Thank you so much for your help. Kind Regards Ann
    1 point
  42. @Mark (ESC) In your progressive capture, put the instructions in the Form Prompt field:
    1 point
  43. Just to close off this thread, Katie identified an empty field in the source data that was preventing the import.
    1 point
  44. Hi, We're looking at the Request Notices but can only see a way to do this on a per ticket basis? Is it possible or could something be implemented so Admins can set notifications on a global scale per service or category? Any advice would be appreciated, Thanks.
    1 point
  45. Hi, I'm making good use of the snippets functionality to send customers emails where attachments are required to be added and/or certain variables are needed that I can't build into auto- email templates. It would however be good if I could format the snippet text better e.g. bold text, italics, bullet points etc. Can this be done or is it just basic text that can be entered in snippets? Thanks Sam
    1 point
  46. @Paul Welby When there is no session, you are required to login. If you are using SSO the current scheme requires you to take a positive step to authenticate with your SSO by pressing the "LOGIN WITH SINGLE SIGN ON" button. Your iDP will either authorise you, or require you to identify yourself. Normally, when using SSO you will already be known to your iDP so you will be authorised without any further interaction required, you will be taken to Hornbill as usual. After that, you will have direct access to Hornbill without the need to do this again for as long as your security
    1 point
  47. This is still in our backlog and hasn't been scheduled as of yet. It has been assessed as one of our higher priority changes. I'll continue to feed back any updates that I have on its progress. Regards, James
    1 point
  48. @Hornbill Support Team Has anyone had a chance to consider this?
    1 point
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