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  1. This is a part of this request: We could really do with an email template filter in our requests please....with so many teams and so many different CI's we use a LOT of email templates, and scrolling through them is a nightmare! (that's just the 'a's'!) So could the option of an email filter be considered please? thanks Paul
    3 points
  2. Hi Jeremy, Finally getting there with our Employee Portal - the stock image is being replaced with some Corporate branding but overall this is how ours will look Many thanks!
    3 points
  3. Hi @Alisha @HGrigsby Unfortunately we don't have the option to remove this at the moment. If a request is in a status of "Resolved" the portal user will be presented with the buttons. We do have an outstanding change for exactly this feature though - I have flagged this internally and added both of you as interested parties to it, so we will keep you informed of any progress. Kind Regards Bob
    3 points
  4. Hi @Daniel @Victor, Disabling the experimental.elasticsearch.enable setting worked :-) Thank you both for the suggestion. Best Regards Jamie
    3 points
  5. FYI, I have found a way to do this in the short-term. @Paul Alexander @HGrigsby @Adrian Simpkins @Alisha If you have a label that is mandatory then it prevents the 'Finish' button from being clicked. So we have a decision which branches if a certain customer/question is answered or displays a note saying not to continue and we make this label mandatory, therefore not allowing the customer to submit that request.
    3 points
  6. @Alisha @Martyn Houghton @samwoo There is now an option in the business process designer which allows you to Get the list of assets linked to a request, and use that output string to populate a custom field and inject that into email templates. You can choose to return a list of just the asset names, or include the asset type with the returned list You can do this for all assets of a request or per asset class These are under Entity > Requests > Assets Hope that helps
    3 points
  7. @all We have found the root cause for this issue and a fix is being rolled out on all affected instances.
    3 points
  8. Hi @Adrian Simpkins Thanks for that, it's very useful. And I understand what you mean about mapping to consistent fields across services - it also makes things easier for reporting across services and replicating working. I'll feed that back to the development team. Kind Regards Bob
    3 points
  9. Hi @Jamie Talbot, do you want to see topic below? Daniel
    2 points
  10. So we have multiple users (staff, students, etc) which we can identify by their email address in the PCF and then either let them complete the form or show them a message saying you are not logged in with a suitable account. However even when it drops into the Incorrect account if thy press finish it logs a request...can we prevent a request from being raised? As we then have to add to the BPM if this is student email address then cancel the request. So we are generating data for no reason.
    2 points
  11. @Adrian Simpkins @Michael Sharp Thanks for your feedback also, and the suggestion. I think the problem is, what you are asking for leads to this... And I am sure you will see that if we made such a list, weather intended or not, people would then use it as a work list, that would shortly be followed by "oh can can we just have this one extra field"... and before you know it, we would be re-creating a request list of sorts. This is what I am nervous about, it would dilute the concentrate of functionality and create yet more stuff that users would need to understand. I think it
    2 points
  12. @Chris Bardell @Adrian Simpkins We have made some changes this morning. Can you confirm that performance is now once again as expected. Kind Regards
    2 points
  13. This would be really useful
    2 points
  14. We are currently working on a hot fix, once this has been deployed to the affected instances I will post again shortly with an update.
    2 points
  15. Hi Jeremy, I've tested and found that the actual size of these fields are only 100 characters, however the UI is allowing for a user to exceed this number. I'll inquire about increasing these and to make sure the UI respects the field size. James
    2 points
  16. Hi @Jeremy, The issue has been solved and will be shipped with the next build of Core UI probably before the end of this week. Regards, Daniel.
    2 points
  17. Hi @Jeremy This is a known issue - we’ve noticed the group picker appears like this in a few places. We are working on a fix, and should be corrected on your instance very soon in a future update. Will keep you informed of progress. Thanks Bob
    2 points
  18. Hi @Alisha@Adrian Simpkins Out of interest, what is the primary reason/need that you and your organisation are using the request custom fields for at the moment? We are just keen to see if there is other functionality that potentially could be improved instead, to asist with achieving the requirement that might be an alternative to regualrly increasing the number of custom fields available. Kind Regards Bob
    2 points
  19. Hi Andy, Thanks for your post. We are currently working on a larger knowledge requirement that includes what you are describing. Not only will we be looking to provide a central view for FAQs, but we will be doing the same for published known issues (from Problem and Known Error records). No estimate for completion as of yet, but it is actively being developed. I'll update this post once we have some more news on the progress. Regards, James
    2 points
  20. Thanks, @Daniel Dekel, and thanks for raising this, @Katie. This was something I was wondering how to do for some time. Somehow tricky but useful.
    2 points
  21. Hi @David Paler I think the notification and status updates are related - I've raised this with Hornbill Support and this will hopefully be fixed soon Nasim
    2 points
  22. This should be working in the next Core UI update scheduled for deployment later this week or early next week.
    2 points
  23. Hi@Alisha We will discuss internally with the product teams and get back to you shortly Kind Regards Bob
    2 points
  24. Hello Everyone The latest build of Project Manager (351) has been released to live. Change Log for this release are as follows: Change Project risk description field increased in size from 256 to 512 charactersOverdue project tasks now highlighted in red on the main project viewFix Permission error when attempting to raise a new project through progressive captureUnable to raise a project through progressive capture without providing a project templateIssue with migration of project template tasks from previous updateIssue with updating project templates
    1 point
  25. @aykut.boyraz I don't think @Mary ever misses the nail
    1 point
  26. Hi HHH, I came across this old post and I just wanted to conclude it by letting you know that this is available. I can't pinpoint when it was added, but I just wanted to make sure that you were aware.
    1 point
  27. @Brad Biddlecombe Could you check the following setting and ensure that it is set to OFF, as a first step, please?
    1 point
  28. Hi Daniel, Is there an update on this? We have just found out that if we put an image there rather than the table (which is the only way to keep the formatting) quite a few people can't view it which is a big problem, particularly with this FAQ as it is one of the most viewed one.
    1 point
  29. I've seen this happen when you have a project manager role (eg. Project User) but not an application subscription for Project Manager, although I think it shouldn't stop you using the other hornbill apps (eg. Service Manager) this is the error you get. Removing the role or adding more application subs fixes this.
    1 point
  30. @Kathy D welcome Hopefully other customers will be happy to share idea's and example processes with you. To get you started, here is a new starter process from our sandbox environment. new-starter.draft.bpm.txt This uses the following progressive capture new-starter.pcf (7).txt These examples have tasks assigned primarily to IT users / teams but demonstrate parallel processing and decisions on task outcomes. You would also need to change the teams / users these tasks are assigned too. I choose this example, because it also demonstrates (in the 3rd stage
    1 point
  31. @AlexTumber Thank you very much, that will help to keep our links nice and organised!
    1 point
  32. @Alisha Don't think this would be possible with the current setup so I'll tag it as an enhancement.
    1 point
  33. @Jamie Talbot I see, then most likely is the missing index data scenario... any chance you can schedule a reindexing exercise in your instance? There is information about indexes and how a re-index is performed here: https://wiki.hornbill.com/index.php?title=Index_Storage. We are looking to reindex the "hornbillitsm" storage. EDIT: @Daniel post... I forgot about it... *sigh... that's actually a good idea, worth checking for that setting ... thanks for the reminder! (need a holiday)
    1 point
  34. Worked a treat thank you @Bob Dickinson although a minor annoyance I had to transfer my 81 users manually! :-) Will use a custom field injection for my reports and dashboards thanks. Mike.
    1 point
  35. Just to close this off, the account was being prevented from being imported by an incomplete record in the Accounts database table - removing this allowed the Import to complete.
    1 point
  36. Hi @AndyGilly thanks for the post, and we're pleased you're finding the update and other asset operations useful. We have created a story to create new assets via the business process designer. This story needs to be prioritised and then scheduled and we'll post back once it progresses onto our scheduled development queue.
    1 point
  37. @Daniel Dekel Thanks Daniel - that works well for us.
    1 point
  38. Is there a waay to make custom fields added to the details form visible to the customer in the customer portal. Preferrably on a field by field way and not all or nothing
    1 point
  39. h_createdby= 'admin' this worked. Cheers Sxx
    1 point
  40. Hi Jeremy, I've raised an enhancement request to have this looked at. I'll update this post with any progress that is made. Regards, James
    1 point
  41. @Adrian Simpkins we'll raise a support request on your behalf...
    1 point
  42. This is something we have also noticed, it would be useful if this was enabled
    1 point
  43. @Kevin Kennedy right, I understand what you need. But I'm afraid it is not possible unless, you have a filter with a user prompted value in which you type in the run date. Meaning, when you run the report, you will be presented with a popup where you can input a value which will be used in the report filter, for example, all request raised before [you type in the date here]. But just having a variable that puts the today date in there, I'm afraid that we don't have. I will point developers to this thread perhaps they can add something in the reporting engine to include the date run in the
    1 point
  44. I think this may be related to an issue around email updates not working when the customer updates the portal. See Email analyst when userupdates a call from Employee self service portal - Service Manager - Hornbill Community Forums Nasim
    1 point
  45. We have a couple of forms where people can ask for access to specific bits of software, but the enrolment forms for those requests are on a Sharepoint system (as they need to be approved by specific people, and we also need a list of current 'live' jobs which we can get automatically from Sharepoint but where there's no real, automatic way of getting it in to Hornbill - add to that the fact that some drop downs are dependent on previous drop downs, which is easier to deal with in a Sharepoint form). We still need a CI for these on the Portal, however all we do is point them in the right d
    1 point
  46. Hi Bob, We use standard mappings across our Services, so for example all Services have the Site as custom_a, the location on Site is custom_b, etc etc. Trying to keep this Standard field mapping across all Services is fine, however some Services do not fit this mapping either because not all standard questions would appear in everything all the time, so some other Services where I want to map I only have the existing shared mapped field value available, and this in turn can create a mixture of data when our teams implement a request list with Custom data fields (hope that makes sense). Or
    1 point
  47. Hi All, Just to confirm I have fixed the issue - the example Problem BPM has the Start Respond / Resolve Timers before the evaluation of the Priority, so of course the system will not start either timer until a Priority is set. I have moved these start nodes to trigger after the evaluation of the Priority takes place, and it is now showing the timers as expected in the Information panel Many thanks as always !
    1 point
  48. @Adrian Simpkins On the presumption that you have an SLA linked to the Service which the Problem/Known Error catalog item is under, then it might well be down to the SLA Rules either at the Service Level if you have multiple SLA linked to the service, or the rules within the SLA itself. Perhaps your rules are using request type as a condition, so a SLA is not applied when the Start Timer nodes are called. Cheers Martyn
    1 point
  49. @James Ainsworth We're looking to upload additional SVG icons that we have designed to complement the existing set. I'm trying to retire selecting text base Profile codes in favour of larger numbers of icon based catalog items to speed up request logging for our hotel teams. Since we are using the platform for Hotel Property Maintenance and well as IT not everything we need is covered at the moment ( I know its minor and mainly cosmetic only but its nice to have everything 100%)
    1 point
  50. Hi James & Gerry, I'd also like connections to have visibility of attachments in future if possible please. In terms of use case, this is because a lot of the context of the requests raised in our team can come from an attachment, so connections wouldn't get a comprehensive view of the request without the attachment information, e.g. product screenshots. Thanks, Philippa
    1 point
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