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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


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      8

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      3,525


  2. Victor

    Victor

    Administrators


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      5

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      4,736


  3. Mary

    Mary

    Hornbill Staff


    • Points

      4

    • Content Count

      403


  4. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      4

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      2,189


Popular Content

Showing content with the highest reputation since 04/09/2021 in all areas

  1. It's quite annoying being tagged in a ticket and getting a notification about it and then, when trying to access the ticket you are mentioned in you cannot access it because it belongs to another team/service. Would it be possible to either automatically be made a member of a ticket where you are tagged, or at least be given read only access to it regardless of ownership.
    2 points
  2. Hi Some of our request forms are quite lengthy (e.g. HR recruitment) and can take some time to complete. Customers find that sometimes they lose their request part way through filling out the form due to poor network (local issues - we have many staff working from home at the moment!) If it were possible to save a request before a customer submits it, this would not only mitigate network problems that may occur during form completion, but would also significantly expand the business potential of the product. We could create far more in-depth Progressive Capture forms (e.g. que
    2 points
  3. @Ade M @Daniella R. Goral @HGrigsby this feature is now available in the update which went live this today
    2 points
  4. @Ann I will ask our development team but I believe this is still being investigated. Alex
    2 points
  5. Hi @Daniel Dekel Thanks for coming back to me. I really wish you could convert or copy a page from one group of user to another and from one service to another. Our pages are quite similar for the various services and it would be easier if you could copy it and then tweak it to fit. On the plus side, I have got a lot quicker at creating them! I still have the same issue with the basic user view but I have created an All User view to use instead. Thanks Helen
    1 point
  6. Hi Paul, Answer to first question is no. I dont even think there is a flag against report table to even indicate a schedule was setup for it. Unfortunately the coupling between "things" (entities) and scheduled jobs is very losely set in the job metadata i believe...i will have a discussion with server team to see what can be done. I think the immediate quick win is to at least have a flag in report table to indicate a report has a schedule defined in it. Could then filter report table to at least show just those with some scheduling info set. 2nd one just sounds like a defect. I wil
    1 point
  7. @AlexOnTheHill One of our devs made a quick change, this will appear in next 72 hours or so. Gerry
    1 point
  8. I have had a request to remove the Harry Hornbill icon from our login page When going to log in he entirely obscures the Hornbill direct button: We have changed our portal background to instructions that explain the need to close this box which is less than ideal. Can it be removed? Made transparent? Moved so it no longer hides the button below? A proportion of our user base needs to log in with Hornbill credentials and the team looking after them have asked that their login button not be obscured.
    1 point
  9. @Sindre Dreyer the API (flowcode) has incorrect capitalisation, it needs to be "logRequest". https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=logRequest
    1 point
  10. Hi Sam, I'm not sure. I'll ask again to see if there is someone that can answer this.
    1 point
  11. You may have seen or read in other posts that we are working on improving knowledge management within Hornbill. As part of this there will be a some consideration around providing a centalized view of both FAQs and Published Issues as part of a new Knowledge Centre. Once available you will have to keep in mind that we will be introducing Knowledge Articles which you may find to be more appropriate for knowledge than FAQs. No time frames yet. We're working hard to get this to you as soon as possible.
    1 point
  12. Thanks @Steven Boardman, I have tweaked your example and it works exactly like I was hoping. Just need to figure out the daylight saving part. Thanks
    1 point
  13. @James Ainsworth thanks, its what I thought but just wanted to double check before I started
    1 point
  14. Hi @Ann This was released to live on the 19th of April, so you will have it ready to go. It's detailed here under the change section. Thanks Conor
    1 point
  15. @Jeremy We have made a change to the process of exporting the request list. With this change, values in the "Category" column will contain the same information as before when using the old "Request Category" column. This will be included in the next release of the Service Manager app which is likely to be available in the week commencing 10th May 2021.
    1 point
  16. @AndyGilly, Have spoken with the dev team and they are hoping to get an SIS release out next week, which will contain the fixes required to resolve the issue. I will post an update as soon as I can to confirm that the update has been pushed for release. Regards, Ricky
    1 point
  17. @Jeremywe'll do this
    1 point
  18. Thanks @Jeremy. This appears to be an issue with indexes on your instance. A re-index will be performed tonight.
    1 point
  19. @Ann As mentioned by Alex, this is not a specific query for Project Manager. I will move this to a more relevant section of the forum. As stated by the message you see when you try to action on an expired task, this will not be possible. There are reasons as of why the functionality prevents this. May I ask why are you looking into actioning an an expired task? @Kevin Kennedy same question , if a task is expired why actioning on it? Editing the running workflow (not the general configuration of a workflow) is generally not advisable unless you are quite familiar with how the BPE
    1 point
  20. Thank you @AlexTumberthat is fantastic. Hope you have a lovely rest of day.
    1 point
  21. @AndyGillyI am still waiting for confirmation of the next version of the SIS release date that will contain the fix for the issue you are experiencing. I believe that there were discussions on this late last week, and I am still waiting for further details. Apologies for the delay, and as soon as I get some information, I will let you know. Regards, Ricky
    1 point
  22. Jeremy: In our instance, this is an indicator that your session has been idle too long and has expired. Simply refreshing the page relogs you in (assuming you are using Single Sign On, and returns you to the page you were on, without the CSRF token mismatch. Hope this helps!
    1 point
  23. @Alisha No, that's not available, I'm afraid. Personally I wouldn't expect a monitoring system to send the same alert for the same reason multiple times. Once an issue is identified I'd expect additional updates to indicate that it's for an existing issue, which would be a different email (e.g. "Lost connection to X" would be the first and "Connection to X still lost" for subsequent ones - these could be ignored or applied as updates with a different rule.
    1 point
  24. Hi @Alisha The above exception is not currently possible.
    1 point
  25. This issue has now been resolved and will be available in the next Project Manager release. If any other Customers are experiencing the same issue the workaround is to move the progress slider to 100% and Update the task, this will mark it as complete.
    1 point
  26. Hi @Ade M This appears to be an issue with case-sensitivity, and is fixed in the latest Core update which will be applied during your Maintenance Window tonight.
    1 point
  27. Hello, Please could we have the ability to use Snippets in request updates? Sometimes we just need to update the Timeline with some standardised text so this would be useful here. Many thanks, Alisha
    1 point
  28. Thanks @Rashid.Ahmed I'll take a look to see what I can find.
    1 point
  29. @David Hallthank you. I forgot it was mixed in with cost centre, department, division etc. I thought that company had it's own management list. All sorted now - many thanks.
    1 point
  30. Hi @RobW You will definitely want to migrate to the current LDAP User Import Tool as this has a number of improvements and fixes, caters for changes that Microsoft have made, and brings the config into the Hornbill Platform so you can edit it through the familiar UI rather than typing in a JSON file. The wiki page has all the information you need, and you can base the configuration on your existing JSON by importing the file. If you have any further questions after reading the wiki page please ask here so we can assist.
    1 point
  31. Hi Andy, Thanks for your post. The suggested items from the Knowledge center use the different progressive capture forms for narrowing down the results. If you have the details progressive capture form first, it is likely to return many results that simply match the text, and then the results should be further narrowed down once a service has been selected. If the Service progressive capture form was first, it would filter these down from the start to just those related to the selected service. You may also be getting some extra results for the agents if they support additional s
    1 point
  32. @Adrian Simpkins where / who is using the progressive capture form? * Is it your agents in the user app * supported user via employee portal * supported user via service portal All of the above? Is there anything in your progressive capture - conditional fields / branching which may result in the dates question being skipped under certain conditions? Steve
    1 point
  33. Hi Daniella, It sounds like you are looking for more of a dashboard. Reports are snapshots of a moment in time. The mentioned area of reporting in the screen shot above is controlled by access, meaning that you can only see and report on requests that you have access to. The same restrictions as one would see on the Request List. There are less features than in the Admin reporting to make it so that no SQL is needed to create a report, and making it easier for less technical users. I'm just not sure what report you are looking for, but the information presented will be limited
    1 point
  34. @AndyGillyI can see that the Manage Executed Processes feature does not allow resuming a process after failure. I have asked the Dev team to look into the issue and if it is possible to implement the feature. The interface used for both BPM and Runbooks; however, Resuming a process is not supported for Runbooks. I will get back to you as soon as I get a reply. Ricky
    1 point
  35. Hi @Ricky thanks for coming back, we have been using this view I was more after my options once we have a executed instance that has an error currently it seems we only have the re-run process option, but it very likely we dont want all steps to be re-run. Ideally, you would want the option for the runbook to restart from the failure point. hope that makes sense thanks Andy
    1 point
  36. Hi @AndyGilly, I will chat with the dev team and get an update on any progress. Ricky
    1 point
  37. Ok... that option actually within the Dashboard configuration. So when you go into design mode on a Dashboard, you can add a custom widget.
    1 point
  38. @AlexTumbercrikey that is quick. Fantastic news, thank you so much for your help with this. Hope you have a lovely evening.
    1 point
  39. Hi @Stephen.whittle we are in a similar boat, we have had to build in quite a few error handling paths in the workflow to get the ticket reassigned to the Service Desk if the automation fails Managed By - not present, Managed By - disabled etc We have agreed internally that the Service Desk will fix the underlying data as tickets get raised for those AD Groups/ Dist lists and the data will improve over time. thanks Andy
    1 point
  40. Hi Nasim, Because of the craziness of 2020 we moved the date and as of yet have not set a hard date. There is still a mix of both being used. What I can say is that future engineering work will be going into the Employe Portal and not the Service Portal, so apart from any security related issues, there will be no further changes. I would suggest its in everyones interest to move over as soon as is practical for them. Ideally decommissioning the service portal should be something we do because no one is using it any more, and not because we have set a hard date and that time is then r
    1 point
  41. By default the user who made the timeline update is able to edit it as long as the post in the timeline does not have any comments or likes. An admin user (iirc a user having Super User role) can do the editing regardless of who made the update and regardless if the post has likes or comments.
    1 point
  42. @Jeremy you can delete (edit) the content of the timeline entry which is the email content in the timeline. For example, I have this entry from an email: I can then use the Edit option to change it into: Would this not achieve the same thing? Apologies if I am missing something... @Martyn Houghton for the time being, it isn't possible to remove an image from a post.
    1 point
  43. It would also be helpful to us to enable our customers to escalate a request so that it can possibly alert more people than just the owner in case they aren't available, it will also help reduce the customer ringing us to escalate requests as well
    1 point
  44. Hi Alberto, This is one of those tough scenarios where there is a difference of opinion on the behaviour. At the moment, the default visibility is only meant as the starting point for when you open a request. This is why refreshing the page returns to the default, as it behaves like you are opening the request. While I am more aligned with you, others suggest that they want these to persist for the duration of an agent looking at the ticket. For example an agent has multiple customer facing updates that they want to apply, and the default is set to team, they want to set the visibilit
    1 point
  45. @Paul Alexander yep - same underlying issue. In the future we will want to use the BPM route and also remove a user in the Shared By list.
    1 point
  46. Hi All, We have updated your Hornbill instances with the fix for this issue. Ehsan
    1 point
  47. Although majority of staff will not be interested in viewing the Change Calendar, there are some staff who are not Analysts who wish to see the calendar. At the moment I'm emailing them the weeks changes but due to O365 spam filtering, this is becoming more difficult. I'd be interested to see if there is support to open up the Calendar for basic users, or if there are other ways of distributing the changes. Nasim
    1 point
  48. Hi Please could I have a response to this post? Any ideas around how this could be achieved would be helpful. E.g. inserting a url into the ProCap request that opens up a form that can be saved at a location and then later be transformed into a submitted request once complete via embedded buttons?
    1 point
  49. Good Morning, Has there been any updates to the way that Hornbill manages notifications? I'm finding my team are missing actions due to the lack of email notifications. It would be incredibly beneficial for us to have email notifications as it's unrealistic for us to have the Hornbill page constantly open in a browser, or the mobile app installed. Many thanks, Pip
    1 point
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