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Showing content with the highest reputation since 09/26/2021 in all areas

  1. Hi Jeremy, We did used to support in the early days of BPM that but the UI was a bit finicky.. I will take another look. At the very least should be able to add a "copy condition" / "paste condition" button to the condition builder so you can at least copy condition, delete, recreate new link and then do paste condition. I will see how fluid UI behaves with drag dropping connections first and go from there. Cheers
    6 points
  2. Hi @James Ainsworth @Steven Boardman, Is there any update on customers being able to add their own Connections please? We would like to use this when our Employee Portal goes live. Many thanks, Alisha
    3 points
  3. I would like to mention that there is something we are looking at developing which is to allow the use of wiki markup in the request notices. This was primarily considered to add the ability to create clickable links, but our wiki markup also includes an option that can specify a date within a string that can be dynamically updated based on the user's profile timezone. This work hasn't been schedule yet, and it isn't clear yet if it will support what you are looking to do, but it may. For more on wiki markup click here
    2 points
  4. I have been told to raise this by our SME as we are currently in the process of moving over our entire Knowledge base from Service Now into Hornbill FAQs. This has been, and continues to be, a painful process as we have over 1600 articles with assisting documents all being copied over by hand. So my main question is will the new Knowledge Management system be able to take the FAQ's with attached documents directly and import them? I am also interested in the way the new system will allow us to search for information. Currently the way this is done for Service Management is clunky and is not helping our Service Desk at all. I did ask if we could get a basic search outside of a request for Service Desk rather like the Portal but told you cannot do this due to all resources being on the new system. I would also like the ability to search in the editor to allow quick updates - Currently the only way to find a FAQ to update it is to put it into Alphabetical order and mouse over when you get near. A pain when you have a lot of articles starting with the same subject i.e Windows 10 as you can imaging. Even being able to move the display to show full titles would help. Then we come on to the timescales, when are we going to get a first look at the new system? Many thanks Tracey Edwards
    2 points
  5. What would be really nice would be able in the BPM and PCF (maybe) to be able to drag and drop decision lines from one decision to another. This would save a lot of time and also save from having to replicate some very complicated decisions.
    2 points
  6. Hi @Victor, That's been useful in some cases, but when you need an overall view for example of the Templates, it's not very viable. We have loads of email templates, of which I presume 90% are not used... so it's quite hard to gauge which ones are in used or not. @Paul Alexander, @Adrian Simpkins, @HGrigsby - I have quickly created a PowerShell function that you might find of use, will extract every single email template used in the BPM. Feel free to use / fork the code or make any suggestions if you like. https://github.com/WoodSam90/Hornbill---List-of-Email-Templates-in-Active-BPMs/blob/main/fnc_Get-HB-BPMEmailTemplates.ps1 @Victor - Am I'm allowed to publish my PowerShell function to a public GitHub which contains Hornbill API methods and services? I know of course not to publish any API keys or instance details. The dependency for the function requires the Hornbill related modules to be set up and the relevant XMLMC related variables to be configured before the function can run. #=================================================================== # Import relevant modules #=================================================================== Import-Module "HornbillAPI" Import-Module "HornbillHelpers" Import-Module "PSExcel" #=================================================================== # Enable TLS #=================================================================== [Net.ServicePointManager]::SecurityProtocol = "tls12, tls11, tls" #=================================================================== # Loop through functions folder and import them #=================================================================== #get-childitem "C:\Scripts\Hornbill\Functions\fnc*" -Recurse | ForEach-Object {. $_.FullName} #=================================================================== # Set up the credentials to the Hornbill instance #=================================================================== $hornbill_instanceName = "<instance name>" $hornbill_instanceZone = "eur" $hornbill_APIKey = "<api key>" #=================================================================== # Connect to the Hornbill instance #=================================================================== Set-HB-Instance -Instance $hornbill_instanceName -Zone $hornbill_instanceZone -Key $hornbill_APIKey -ErrorAction "Stop"
    2 points
  7. Hi! Just jumping on this feed as here at MSE we also looking for a way of managing/storing images in Hornbill and using in email templates, rather than having to store images on an externally facing webpage. Has there been any progress in development on this? Thanks Sam
    2 points
  8. Hi @Paul Alexander, I will add it in. Cheers
    2 points
  9. 1 point
  10. We only use Board Manager in conjunction with a Business Process so Card movements are governed in workflow; and thus we are able to capture the times cards move from one lane to another as custom fields, which can then be reported on. I do not know how to capture the times if they are manually dragged to a new lane.
    1 point
  11. Hi. try to set the rule as fromDomain = '........com' AND toAddress like '%email_address_of_helpdesk%' instead.
    1 point
  12. So we have a field that we have in the portal and in the analysts section when raising requests and the field acts differently e.g. in the portal we present a simple list and you can search: But analysts raising a request get the same box but cannot search Can this be updated so the analysts can search this box as this is very handy when presenting long lists of information.
    1 point
  13. I'm finding that, when I put a request on hold, the majority of the time I've just sent an email to the customer asking for info... So, would it be possible to have a 'mixed' button in the email section where you can choose to send the email AND put the request on hold for a period of time AND have snippets available in the 'place on hold' form please? It'll just save a few clicks!
    1 point
  14. Just to confirm that this has been added to the backlog, but there are currently no timescales attached.
    1 point
  15. @samwoo, Be aware that the company field in the request could not be 100% reliable depending on the company you have set in the users and in the sites, as the logic behind it is: 1. When a request is raised and a user selected as the customer on the request the values populated for h_company_id and h_company_name will be from the companies associated with that user 2. When on an existing request, when a customer of the request is changed with another user the values populated for h_company_id and h_company_name will be from the user associated site specifically the company associated with that site. We've detected this because in some requests we found that the company was not what we were expecting (we can have users from different companies associated to the same site). Regards, A
    1 point
  16. Hi @samwoo Company in this case refers to a company defined within the organisational groups configured in the admin tool to which Hornbill users can belong e.g. and within the entry you can assign users... So if annab was the customer on the request, the company criteria will check against the company she is assigned to (e.g. Dave H Inc in this example). Hope that answers your question but if not let me know. Kind Regards, Dave.
    1 point
  17. I thought this was something team members enabled if they wanted it a. Please go to your analyst profile settings (top right of Service Manager). b. Click on the Cog Wheel - then select "Notifications" and find Service Manager App options at the bottom of the page. c. Enable email in the second row, which is the email option for Assignment (Team Notification)
    1 point
  18. I believe 'Services Manager' is the role you need, but they will also need to be listed as the 'Owner' of service as well. The explanation of the role is:
    1 point
  19. Yes this is only way currently, you cannot create these via the BPM although this has been requested.
    1 point
  20. +1 for having human tasks available in an Auto Task. Being able to input some information would be really useful.
    1 point
  21. Hi @samwoo, glad to hear that's resolved it! I'll feed our thoughts back to the Product Team to see if the options can be adjusted to make the requirement for a "From Status" more obvious. Dan
    1 point
  22. Hi Victor. Worked a treat - thanks for the help.
    1 point
  23. I use the Quick Links widget, where the link is directed straight to my Feedback catalogue item, works well for what we need:
    1 point
  24. @Paul Alexander thanks for your post. This is not currently possible but I will pass the suggestion to our product team for review. Alex
    1 point
  25. @Berto2002 - The issue with "Just Co-Workers" option for the "Hornbill user picker" in custom fields also returning basic users has been addressed in the next Core update. When used with "Just Co-Workers", this list will then only return users that are of "user" type (basically what is seen as Full users in user management admin area).
    1 point
  26. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
    1 point
  27. This feature is now available in Service Manager as of build 2368
    1 point
  28. Hi @Martyn Houghton, I've carried out some tests as above, and that looks to be the case. Thanks for your help. @Hornbill Support Team Are you able to investigate and advise please? Thanks, Neil
    1 point
  29. Hello everyone, The latest update of Service Manager (2368) has been released to live. The change log for this update is as follows: New New Hornbill Automation tasks introduced under 'Requests > Assets' to create an asset per type through the BPM. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Assets {CH00166234} The Snippets option is now enabled on the Update action when viewing a request. {CH00168992} Change A filter box has been added to the Snippet selector list. {CH00169091} The system setting 'mail.client.defaultFontSize' is now used to determine the default font-size when sending email from a request. Fix Fixed issue where the user could not raise a catalog request via Self Service. {PM00169242} Audit history in the asset view does not show Substate changes. {PM00169081} Error in 'Assignment > Assign to Most Available Analyst' Hornbill Automation when the visibility option is set. {PM00169031} The export option in assets is not returning 'Used By' results. {PM00168963}
    1 point
  30. Hi Adrian Assuming you are using the "Authorisation" node in the workflow then Hornbill Automations->Get Request Information->Authorisation would only work if you also have the "Authorisation Decision -> Approved" and "Authorisation Decision -> Rejected" after the authorisation... these two nodes are the ones that actually set the value for "Hornbill Automations->Get Request Information->Authorisation". Without this the value would be 0 (zero). The way I see this work is a decision node right after authorisation (which is in essence a human or manual task). If outcome == authorise/accept then continue with "Authorisation Decision -> Approved" which then sets the value for Hornbill Automations->Get Request Information->Authorisation as 1. If outcome == reject/refuse then continue with "Authorisation Decision -> Rejected" which then sets the value for Hornbill Automations->Get Request Information->Authorisation as 2. With the above in mind, if the node is set with expire and it does expire then the value for Hornbill Automations->Get Request Information->Authorisation will remain 0 (zero). Note there is also the option for the tentative authorisation, but I don't see you using that so I am not covering this option
    1 point
  31. I have adopted a similar approach. The button only appears when there is a specific value in a custom field for a given Request Type. I have workflow that sets the value to "Offline" at a set stage of the process. My custom button only shows when that is the case. The Autotask of that Custom button sets the value to "CAB". Then, when the workflow gets to another point it looks to see if "CAB" is in that custom field; if so it diverts. If any other value (including Offline) is in the custom it proceeds as normal. This gives the effect that the button only shows for a brief period but it it is used in that period it disappears as soon as it is used. This enables our Change Manager to send a CR to CAB during it's offline approvals even if a previous decision was made that it doesn't need CAB.
    1 point
  32. Hi @AndyG, I upload each image as needed using the image button, and selecting it from my machine, see below: I've done this on a couple now, where I've added or replaced an image and it then causes the FAQ to not become visible to people, even though it is published and visible to the relevant audiences. I'll give it another go, and will post an update shortly. I've a job already logged with Hornbill Support, so will send the HTML link to the FAQ's I've got problem with via e-mail to the job, so you can see it there too. Thanks Emily
    1 point
  33. @Alisha I think: datetimecol >= CURRENT_DATE() + INTERVAL -7 DAY should do it. You can't just add '7' to a date - how would it know it was days, not months or years?
    1 point
  34. Hi @Sam P I think that there are only custom fields A-F in the Services table: The Incident data will be in a separate table, and isn't relevant to the Service. From what you've described I think that you're asking about adding custom fields to an INCIDENT record, rather than the Service record? If that's the case, then the place to do this is in the Config tab of the Service, then select the TYPE (incident, Service Request etc) of request you want to update, and choose the 'View Details Form. That's where you'll find all of the custom fields in the Requests table':
    1 point
  35. Sorry for bringing back up an old thread @Paul Alexander and @Adrian Simpkins... i'm just wondering if you managed to figure this one out?
    1 point
  36. Hi Paul, It might be worth joining this conversation...
    1 point
  37. @Alberto M, no updates for this at the moment. We are still looking at a number of other changes around the Services.
    1 point
  38. Hello, As far as I understand it, the team that has been linked to the Service the longest (even by seconds) is the main supporting team when it comes to using the BPM node Assign to Support Team: Please can I request there to be a way to highlight the main supporting team against a Service under Service Portfolio, having a toggle slider? (Mock-up below) If someone attempts to turn on the Slider for another team it should either stop them and show an error message that the existing main support team must be disabled, or it should switch the existing main support team off, and the new one on automatically. I think this should only be accessible via a Role The Team with the toggle on, should remain at the top of the Supporting Teams list Thanks, Samuel
    1 point
  39. Hi @HGrigsby, That is a static string, so it would be changed using the typical translation using the translation mode. If you have translation rights you should be able to "Start the translation mode" from the user menu (top right) and then right click on the desired string you want to translate (Documents) Hope this helps. Regards, Daniel.
    1 point
  40. @Steve Giller Please could this be considered as an enhancement? It would be helpful if customers had the ability to add their own 'Interested' parties. Using the existing Connections form seems like a simpler way of doing this rather than using a Data Query drop down list in a capture, which does not allow for multiple people to be added at a time.
    1 point
  41. Hi @Daniel Dekel, @Tina.Lapere, @Alisha so we have a lot of Services that all employees can access and we have a few that are restricted. On the old portal we used to use Services to show these menu items which worked as those customers who weren't subscribed to a service wouldn't see that option on their menu. But with the new employee portal we don't want to use services from the main menu as the sub menu pages are hornbill created and we can't edit them or change their appearance. So we're trying to find a way to restrict using Links on the main menu. Without the option of anything to put permissions/restrictions on the links I'm trying to set it up so that only the restricted options would appear on the main shortcuts at the top. So for us, it's about finding a way to restrict links for the customers.
    1 point
  42. Hi Is there any update on being able to reorder FAQ's please? Not wanting to sound like I'm whining or anything, but this HAS been open for over 3 years now and there hasn't been ANY movement on being able to change, sort of filter faq's at all. This is definitely one of the most asked for 'things' from our Portal users.... thanks
    1 point
  43. Hi Alisha, Thanks for your post. We are looking to provide a new FAQ widget. Hopefully not too far away. Providing a way to allow user to edit and configure the Service Pages is a much bigger task and nothing planned for this at the moment. It can always be helpful to us to understand what you are trying to achieve, so any additional information on your goals with these pages would always be welcome. Regards, James
    1 point
  44. Hi Stephen, Thanks for your post. We are currently doing some work around Knowledge Management so I'm interested in your requirement. I'm assuming that you are looking to understand the age of the likes so you can determine if the likes accumulated a long time ago, or if they are recent. Or do you have a particular business reason or report that you are trying to achieve?
    1 point
  45. @Chris Thanks for the post. When the employee portal / employee mobile were launched earlier in 2020, they took advantage of the new progressive capture v2 (all the logging forms including the attachment form). We are currently working on migrating from progressive capture V1 to V2 for the agents interface. Once this is complete the copy and paste option will be available to the agents too. There won't be anything you need to do, it will just be available as an option once we switch to V2 (all your existing progressive capture flows will continue to work as they currently do with V1. No definitive date for this as of today, but it is currently being worked on, so hopefully not to long to have to wait.
    1 point
  46. Hi, We too have just been looking at our portal and this point was something we agree with. I'd be grateful to know when this is coming too. Thanks Tina
    1 point
  47. Hi, We shared the same view as Martyn, would just make life a lot easier. Tina
    1 point
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