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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      10

    • Content Count

      2,183


  2. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      10

    • Content Count

      1,463


  3. Daniel Dekel

    Daniel Dekel

    Hornbill Developer


    • Points

      6

    • Content Count

      633


  4. Steve G

    Steve G

    Hornbill Developer


    • Points

      5

    • Content Count

      188



Popular Content

Showing content with the highest reputation since 03/19/2019 in all areas

  1. 2 points
    Hi @Ann-MarieJones in the current self service configuration it is not possible to change the default view i'm afraid - the user will default to their Favourite services (those which they perhaps use most often and as such want presenting on the landing page. We are enhancing self service to better accommodate the services of different business functions and at INSIGHTS19 we will be able to give you a lot more information on this See you there
  2. 2 points
    Hi @James Bartle Thanks for your post. The Routing Rules provides the ability to create some very granular expressions to look at the content of an e-mail to provide you the option on how to proceed with that email. Progressive Capture wouldn't help in this scenario as this is directed at the manual raising of requests. As the Routing Rules are looking to automate the raising of requests, Progressive Capture is not used here. The Business Process Management Workflows wouldn't be used in the actual creation of the request, but they can be used to update and assign the request once it has been raised. As you mentioned, one option is to create a different Routing Rule for each of your scenarios. You would then associated a Email Routing Rule Template to each of these to raise the appropriate request. Alternatively, you can do this through the BPM once the request has been raised. The description of a request raised by email will contain the contents of the email. You can then use the Get Request Information node to retrieve this and then using the Decision node branch based on this content. Each branch could then update the request as needed, including things like the Summary or Category. With fields like the Summary you can use BPM variables to either insert a prefix on the Summary or completely replace it. Here is a small example of what it might look like: What you may find works well is a combination of both email routing rules and BPM workflows to manage this. An initial set of Routing Rules to send the requests to the appropriate request type or BPM and then once raised, the BPM can then look at the details and update the request accordingly. Hope that helps. Regards, James
  3. 2 points
    Issue resolved thanks to @TrevorKillick !! Problem was with the credential used: Instance URL needs to be full URL (https://eurapi.hornbill.com/<instance>)
  4. 2 points
    thanks, @James Ainsworth i search now and i see that post, not yesterday - but their problem i've offered the same fix as I've just used successfully... remove redundant columns. this allows dynamic and automatic adjustment of width rendering to take place. (we need a "last update BY" column so i was adding too many columns like "last updated" & "last updated date" so we can sort by this column for identifying customer responses) sorry for potential thread hijack to @Martyn Houghton ;-)
  5. 1 point
    @Shamaila.Yousaf good to hear you got this up and running. Deen
  6. 1 point
    Great, thank you for the update @AlexTumber
  7. 1 point
    Yes. It depends when the email was deleted though... we can only find things that happened in the past 7 days.
  8. 1 point
    @Shamaila.Yousaf have a chat with your Payroll System administrators and ask them to include the plain/text part in the email generated from that system (https://en.wikipedia.org/wiki/MIME)
  9. 1 point
    I'm pleased to announce that the revision Comparison tool is available in the latest release of docmanager which was released this morning Thanks Trevor Harris
  10. 1 point
    Hi @mojahidm We do have a change in our backlog for this particular requirement. I've added you to the change. This is not currently scheduled, but I'll post back here as it progresses. Regards, James
  11. 1 point
    Hi @James Ainsworth Any news on this please? I've got a couple of BPM's with linked requests to create and this option would make things a lot easier!! thanks
  12. 1 point
    Hi Steven Just to confirm I have mapped the data as shown in the guide, and all displaying as expected! Many Thanks
  13. 1 point
    @Nikolaj oh I see what you mean now. You'd like a timeline against milestones. I'll feed this back to our product team. Alex
  14. 1 point
    Hi @Martyn Houghton, I have added code to enable the Phone Action for Change Requests. This will be available towards the end of this month. Ehsan
  15. 1 point
    Hi Can I request that a third option is added to the search bar please. Currently, you can search either the details or the timeline of requests (as below). We'd find it useful if there was a third option to search the questions of requests. Is this something that could be implemented? Thanks Lauren
  16. 1 point
    Hi @Paul Trenter the assets can only be Owned by internal users, and in turn against sites and internal companies. However you can use the Used By field and mark assets as being Shared with Contacts and Organisations. If you do this on the asset record, you will see an option on the right hand side, which will allow you to add which organizations and contacts the asset has been shared with. In progressive capture, you will then see a Shared With tab on the asset form, alongside the My Assets, Sites Assets, Companies Asssts Hope this helps
  17. 1 point
    @Martyn Houghton, I have added alphabetical order to the Category drop-down list. This will be available towards the end of this month. Thanks, Ehsan
  18. 1 point
    Due to the number of applications and devices we currently look after in IT, we have quite a large number of categories for the customers to select from. As these categories are displayed using an agreed standard, some customers may not necessarily know what they are (as there is often different terminology that is used for the same thing). Would it be possible to have 'tooltips' available on the categories? This would then allow the customers to have a longer description of what the category is. Many thanks,
  19. 1 point
    @Steve G Thank you sir! This will allow me to create epic integrations.
  20. 1 point
    Hi @HHH, The Jira and Jira Cloud integrations for Create Issue and Update Issue now support custom fields of type array. On the integration methods, there is a new Request Parameter called Custom Fields (Arrays) , which when configured will add the relevant custom field data to the API call to Jira. For example, this will set the First Option and Third Option values against the multi-select item with the key of 10028 against any new issues created: As you can see in the issue generated: And the custom field defined as: The data types available to array-type custom fields are MultiGroupPicker, MultiSelect, MultiUserPicker and VersionPicker, as defined by Jira and should match the type of your custom field. See the Jira documentation for more information: https://developer.atlassian.com/server/jira/platform/jira-rest-api-examples/ Let me know how you get on with these enhancements. Thanks, Steve
  21. 1 point
    Perfect thanks @AlexTumber @Dan Munns has now changed this and it's working fine
  22. 1 point
    @Victor Sorry to bug...but is there an update on this please? Now that we've got more and more teams using the portal, this anomaly is getting noticed a lot more frequently!! thanks
  23. 1 point
    Hi @Paul Alexander as a first step in this area, would the ability to define a start and end date (like you can for bulletins) help? so the catalog item would only be visible between the start and end date / time, obviously all other catalog items would continue to be available at all times. Do you see this as portal specific, or to apply to agents in progressive capture as well?
  24. 1 point
    @Steven Cotterell, @Cizzling I will keep you informed if anything get organised ahead of INSIGHT19 or if there is an update from @Gerry. Cheers Martyn
  25. 1 point
    Hi @Logan Graham, Sorry I should've mentioned! You'll need to enable the Post types that are permitted to be edited, via guest.servicemanager.request.timeline.availablePostTypes.editPost application setting. In the example below, I've only chosen "Update", meaning that only posts with that type can be edited.
  26. 1 point
    @Martyn Houghton can see the issue now, will raise it with the right team and get it looked at. Thanks
  27. 1 point
    can I jump on this and also request to have PowerShell showing as well?
  28. 1 point
    Hi @Alisha Thanks for your post. There has been some ongoing work in Progressive Capture and I believe that the framework for having attachments on the custom forms has already been started. This is in progress but I'm not sure yet on the general availability of this. At the moment I would suggest it may be something that is available sometime in the next 3 months. Regards, James
  29. 1 point
  30. 1 point
    Worth mentioning that you can only edit posts and comments that have not been replied to and that have not been liked (although the Super User Role and Admin Role roles trump this restriction).
  31. 1 point
    Hi all, Would it be possible to add a node to get the customers info into the PC. We have captures that we need to filter based on a users team or dept and doing it after the request has been logged causes some frustration as we then require authorisation from people and it causes delays and other issues. Thanks
  32. 1 point
    Hi @HHH, First, a correction, an organisation can only have one primary contact and is not mandatory, so it might not be set. Regarding the BPM operation to send an email, yes, it can be added. I will add a change request to our list. Not sure it will be done soon but I'll will keep you updated. Thanks, Daniel.
  33. 1 point
    In an organisation one or more contacts can be flagged as primary contact. Is there a BPM node to email organisation primary contact(s) that can be added for example on excalation of a request?
  34. 1 point
    @Martyn Houghton sorry the table is: h_itsm_request_team_assignment, sorry was too eager to get out to lunch and enjoy this sunshine. You'll definitely find in both those place, if i give you the right table name @Josh Bridgens in the above table, we hold the ref id, and then the assigned Team ID, and User ID for the assignment (one or both). We also hold who the previous Team and previous user was. So from this you will be able to track all reassignments for each request including the first one. You could create a report or data list to show this, with logic like where h_previous_team_id != 'No previous team' and h_previous_user_id !='No previous owner' Below is the first entry in the table using the round robin assignment for IN00000525 Equally on the request you could just filter the timeline to show the Assign posts, and it will be date and time stamped and order as to which was the first and subsequent assignments. There is a dashboard on our sandbox instance which has some other useful widgets based all around request reassignments, you can view this for inspiration here: https://admin.hornbill.com/demo/app/com.hornbill.servicemanager/analytics/dashboards/15/ Login with Grahamc and Password: H0rnbill Hope this helps
  35. 1 point
    Kelvin, If you follow https://community.hornbill.com/forum/135-announcements/ you will receive email notifications (if configured) of all changes\updates as they become available. Kind regards Keith Stevenson
  36. 1 point
    Cizzling, Thanks for the post. All data is stored within the geographical legal entity of your head office, for yourselves, this is currently EU with datacentres in the UK (as we are still part of EU at the moment) and all data is encrypted during transit (please see wiki.hornbill.com for further details on Data Centres). We adhere to the provisions under the Federal Privacy Act 1988 and Australian Privacy Principles along with the Australian state\territories which have their own data protection legislation in addition to the Federal and APP: Information Privacy Act 2014 (Australian Capital Territory), Information Act 2002 (Northern Territory), Privacy and Personal Information Protection Act 1998 (New South Wales), Information Privacy Act 2009 (Queensland), Personal Information Protection Act 2004 (Tasmania), and Privacy and Data Protection Act 2014 (Victoria). And this is ensured under our ISO27018 certification. These do allow transmission of data outside of Australia as long as the entity (i.e. Hornbill) has taken reasonable steps to ensure that the data is secure and again our ISO certifications are proof that we have taken extreme measures to ensure data security. As for performance. We have a development team in Australia and they report that performance is as good if not better than any other EU hosted application. There is always going to be an overhead from Australia due to their infrastructure. A ping to Australia averages around 333ms which is extremely slow and little can be done to improve that. We have however implemented local geocaching via Cloudflare for static content (i.e. Hornbill pages and applications but not your data) so that these are delivered (after the first request) from a server closer to the end user and we see that around 50% of our traffic hits these servers. The network latency issues can be seen if you login to the Hornbill.com support page and perform a status check with Show more. (Note that we have seen suboptimal performance when people use VPN to connect to the EU as this bypasses any local caching). Further information on our Data Centres, our security and controls\processes to ensure your data security are available via https://wiki.hornbill.com/index.php/FAQ:ISO Hope this answers your queries and if you have require any further information please feel free to ask. Kind Regards Keith Stevenson
  37. 1 point
    I did write some FAQs in this regard: and
  38. 1 point
    @Bob Dickinson That setting will be very helpful thank you........it might get us over the problems we're having at the moment with trying to get a well formatted email which may not be the 'default' email template for that service. So yes, this is good....thank you.
  39. 1 point
    Hi Victor, Thanks for the pointer - this method may alleivate some of the input if I can filter by role, so I will have a closer look at this function you have highlighted. Many thanks for your advice !
  40. 1 point
    @Martyn Houghton I can confirm the Client loads both Font Awesome 4.7.0 and Font Awesome Pro 5.2.0 there are two versions of the icon picker available for applications to use on the Hornbill Platform, one for 4.* and one for 5.* Font Awesome so you may notice different icons available in different places. where development hasn't yet switched to the latest. Kind Regards Trevor Killick
  41. 1 point
    When I was testing, my new request that was raised from the original request it was raised without a customer. If this request is just for IT Purposes, then I'm assuming that you don't need a customer. Instead you could do something as simple as populate the description of the newly created request with the name of the user that is leaving. So don't add a customer or copy the customer just leave it blank. If the original request contains a question/answer that has the leavers name, you can use the variable option to populate the description of the new request with the leavers name. Regards, James
  42. 1 point
    Hi There have been some useful additions to the bulk request actions, another one that we would find useful would be the option to link requests in bulk. So for major incidents the related incidents could be more easily linked from the request list, rather than having to go into a request and manually searching and linking. Having a display column indicating if a request has been linked might also be useful Carl
  43. 1 point
    @HHH, I don't know why there are no default widgets, we will have to investigate this. For now, I think the problem is that when there are no widgets at all (we never had such situation) the space to drop the widget is very small To insert it he needs to add it into the gray area. We will increase the size of the drop area making it easier to understand and also as mentioned, investigare why the default widgets are not being set. Hope this will solve the problem. Regards, Daniel.
  44. 1 point
  45. 1 point
    Hi @Ann-MarieJones Having looked at this a bit closer I can see that the Incident Management Full Access role that you have assigned to the user includes the right View Configuration Items. This should be enough to view the assets without adding the Asset Management User role that I mentioned above. I'll continue to investigate.
  46. 1 point
    @Keith @Lyonel @Darren Rose the latest Project Manager update now includes the ability to use custom fields. This uses the same form designer you will be familiar with from Service Manager and other apps. As such you can add your custom fields, choose, control types, validation, drag and drop between sections etc etc. We have updated the details section, and if you have the form designer role you will see the option to manage the fields and add new. We have started with 5 of each of the following type - Text, Varchar, Date/Time and Integer but can assess and increase as needed. Any custom fields you add will be global across all projects There are also 3 additional default fields (Business Benefit, Reasons and Lessons learnt) which are in the details section but just not visible by default. Hope this helps
  47. 1 point
    Conor! Thank you! I was missing the "Service Manager Authorised Guest" role. Once applied to the customer portal I'm now seeing what I expected! Whilst the Wiki and forum are great I cant help feel that it would be even better if there was a check list for things that are required to be in place for certain functionality for example (and the benefit of anyone else that has a similar problem), when setting up access to the customer portal the following needs to be in place/set: A contact that is a member of an organisation that is subscribed to the service(s) in question Set the contact to be able to view all the organisations requests if required (view the organisation then click "Portal Access" from the requests section) Ensure the service has "Portal Visibility" switched on Create catalogue items against the service(s) to allow the logging of requests Ensure the customer portal has the following roles assigned: Hornbill Authorised Guest, Service Manager Authorised Guest Thanks Again J
  48. 1 point
    Thanks for your posts. We have an existing change in the backlog for this. I've added you all to the change. @Lyonel this change was created from your original request. This is not currently scheduled for development but I will update this post with any updates to the progress. Regards, James
  49. 1 point
    Hi, I have managed to figure this out myself. It was actually very simple (when you know how). All you had to do was get the request details just before you stop the response timer and then start parallel processing. In the parallel processing, alongside stopping the clock simply have an automated task that updates a custom field with the assigned team from the get details. See attached, (moving from right to left). Then all that is required to get what I want is run a report of requests breaching response and look at the custom field. I do have to say though, I was very disappointed with the lack of response from Hornbill on this query, especially as it turned out to be so simple. Chris
  50. 1 point
    @Dan Munns I thought I would respond on the point above you asked about as this does come up and I thought it worthy of some commentary. When we designed our platform we looked at the type of users that would need to interact with the system and for what purpose. The essence of Hornbill is its a business process automation platform designed for the enterprise, its designed to enable different business functions to automate processes in the broader sense. Of course its probably obvious that one of our primary go-to-market streams is via Service Manager aimed at IT and Customer Service teams/organisations. So when we looked at how we should structure pricing we followed the same set of principles that we have done for as long as we have been in this market, the specific one thats relevant here is the fact that we monetise (subscriptions) based on the notion that people who "participate in the process of providing service" subscribe, while people who are the recipients of the service being provided (i.e. customers) do not need to be a subscriber, this has always seemed fair. So in light of that we have a number of user classes, specifically 'users' (who are subscribers) and then we have 'basic users' and 'guest' who do not need a subscription. 'basic users' are typically internal to your organisation while 'guest' users are typically external to your organisation. The platform provides core functionality including the Business Process Tool and the business process tool is designed to orchestrate both automated and human tasks. Human tasks are orchestrated through activities which have configurable outcomes which can drive business process flow. So BPM and Tasks (My Activities) go hand in hand, they are essentially one in the same. An authorisation therefore is simply a 'type of task' and in order to receive a task and to be able to action a task you have to be a 'user'. neither 'basic' or 'guest' users can receive, or action tasks through any means, including email. This falls under our guideline as I feel an authorisation is something that happens as part of the process of "providing a service" to a customer/end user. So this is an intentional control because this is how we structured our monetisation strategy of the platform. Pretty much every enterprise class business process automation tool out there also charges on this basis. Now in comparison to a complex application like Service Manager, it is entirely unreasonable to charge the same amount for someone that just needs to authorise things (aka a manager or budget holder) as someone that uses the main features of Service Manager daily. For this reason, Tasks are a core feature of the platform and anyone that is a 'user' of collaboration can (amongst many other great things) receive human tasks and automations orchestrated by the BPM without being a subscriber to Service Manager or any other comprehensive application). So looking at the world from a Service Manager viewpoint you can consider what we call a "Collaboration Subscription" as an "Authoriser Subscription" that also has lots of other capabilities like Collaboration, Workspaces, Messaging, Tasks and Calendar Management, Shared Mailboxes, Co-worker directory etc... a "Collaboration" user costs considerably less than a Service Manager user and has a much steeper volume discount curve, its designed that way so you can roll it out to a much wider audience within your audience, a collaboration user quickly gets down to the £2 to £3/user/month with reasonable volume and below the £2/user/month after that. I personally think thats very good value for money in comparison to other tools that can do the same job. One of our competitors I know will be asking for upwards of £15/user/month for BPM type authorisation capability. What I would encourage you (and anyone else for that matter) to think about though is this - supposing you did have this task/authorisation/collaboration capability for a much wider audience in your organisation for a modest £2 or £3/user/month, what else could you start using the tool for, how much more "value' could you extract from the tool. When you start thinking in those terms I expect most organisations could see a great ROI Sales pitch over I just thought this thread was a good opportunity to explain some of our thinking around this particular topic. Gerry
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