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  1. The 1 hour difference will be due to BST. The database will be storing the date in UTC. After October 25th when the clocks go back to GMT, you won't see that hour's difference. I will look to see if this should be exporting the dates as they are viewed in the request list rather than what is stored in the database. You may also find that there might be some date options in Excel to specify your location which will format it for you. Regards, James
    3 points
  2. Hi @LifeOfJonny , @Alberto M , @Chris Bardell The manager and Custom Attributes have now been reintroduced for Basic Users in a redesigned view, with the manager now residing on the main tab, and the custom attributes in their own tab.
    3 points
  3. @AlexOnTheHill @HHH in a release to our admin console (Scheduled for next week), we will be introducing a Search option on your business processes. This feature will allow you to enter a search term, and this will search all attributes of all nodes in all your processes, and then return a list of processes which match, and a count of the nodes inside each process which have a matching term. So in this example if you have the name of the EMAIL TEMPLATE you can search for this, and the results will list all processes, and the number of nodes in those processes where there is a match.
    3 points
  4. If people are willing, can I ask for other companies/users to share images of their homepage screens in the Employee Portal? I just wanted to get a feel for what others are doing well and if there anything that we can steal/use in our set up...I will go first and include an image of our homepage!
    3 points
  5. @Brhow Could you post your current Routing Rule configuration, as the one above would not put any emails into a failedupdate folder - so either we're looking at a different rule, or the one above has been updated. Additionally, please review the topics below, which cover the majority of issues with Routing Rules not behaving as expected.
    2 points
  6. Hi Alisha, I raised this as an enhancement request around December last year and it was confirmed this was added to the Dev Path, so hopefully someone at Hornbill can advise when this may be pushed to live Many thanks
    2 points
  7. I've tagged this post as an Enhancement Request
    2 points
  8. @Adrian Simpkins @Martyn Houghton this issue has been fixed and will be available in the next Service Manager update
    2 points
  9. @NickH@Martyn Houghton the relevant change is under test at the moment. It will be available in the next build or the one after. A new property 'License Count' has been added to the assets with class Software. Regards Armando
    2 points
  10. Hi Nick, I just wanted to let you know that we are currently working on adding the options to include / copy the Questions section when creating a new request. Provided there are no challenges through development, you may see this becomes available over the next few weeks. I'll post back here once it is in the Live environment. Regards, James
    2 points
  11. Hi @BillP, GET requests to dav/cafs_raw/... do indeed work with API keys, and you're 100% correct that the 401 means that the account that is associated to the API doesn't have access, as only a super user has access to that endpoint... BUT! You can send a GET request to the following to programatically download attachments from requests, as long as the user who is associated to the API key has access to the request: https://live.hornbill.com/YOURINSTANCEID/php/attachment.php?application=com.hornbill.servicemanager&entity=Requests&key=IN00012345&filepath=attachmentn
    2 points
  12. Hi @HGrigsby @Chris Winship The manager, and Custom Attributes have now been reintroduced for Basic Users (albeit in a redesigned view, with the manager now residing on the main tab, and the custom attributes in their own tab). @Alberto M In terms of the information you store for Basic Users under “A brief description of the job” - is this populated automatically from an automated feed from LDAP/Azure? If so, which attribute do you use? And do you ever need to manually amend this attribute for users through the Admin Tool?
    2 points
  13. Hello, Just wanted to say the new forums look and feel is really nice. Quick question - As we can defined our own tags (and have been able to do so forever), is there any scope for pre-defined tags so everyone should use the same tags for sameness and searchability (i.e. Enhancement Request, New Feature Request, Issue)? Sometimes I like to see what New Feature Requests were raised so I can read through and add my vote if I like it. Feel free for others to add feedback below. Thanks, Samuel
    2 points
  14. I will expand on Bob's explanation above to detail on why a decision node can only have 1 inbound connector. In the (very) early versions of the BP engine (BPE), when SM and all other apps were still in inception phase, the BPE mostly had manual tasks (activities). It was designed as a flow of activities that one can use for a certain process. When a workflow (a BP or business process) has manual tasks with different outcomes, the workflow can be branched to follow different paths based on the task outcome. Branching the workflow is done with decision nodes and the expression for each path wou
    2 points
  15. What's the reasoning behind not allowing connecting a Via node to a Decision node if the Via has multiple incoming connections. I managed to build the BPM by connecting the Via to Decision before adding the second incoming node but don't know if/how this will work when running it. I need to make multiple checks on the customer and display notices depending on certain customer data.
    2 points
  16. Hi Jonny, We are looking at future changes that will allow you define settings per service. Until this is available, you could use the Suspend and wait for analyst BPM Automation to ensure at the beginning of the workflow, that an owner has been assigned. If the requests are likely to stay with the same owner, then you could also then lock the assign action so that the analyst doesn't get removed. Another option is to lock the Resolution Action. Once all information has been collected and an analyst has been assigned you can unlock the resolution action. More information on th
    2 points
  17. Currently, when you select a status of Out of Office, this is shown as Green, similar to when you are available. Can this be changed to show in Red (same as when you are on DnD or In Training)? Thanks.
    2 points
  18. Hi @HGrigsby Just to keep you updated on this one - we have made some changes to reintroduce the Manager and Custom Attributes to the Basic Users records in the Admin Tool. Providing there are no issues in testing, this is likely to be available on your instance on Monday/Tuesday next week. Kind Regards Bob
    2 points
  19. @David Hall Hi David, We have managed to resolve the issue, our anti-virus software Sophos was blocking one of the connections. We have now allowed this through and testing again its working as expected. Kind Regards, Chris
    2 points
  20. Would it be possible so the BPM node Get Request Information / Customer Details and Organisation Details can retrieve information from the Notes fields. That way we could use that information to post a notice if for example a customer has a disability or if there is important information on the organisation. Of course we can hide notes and add a custom field that's called notes and then get that info but we already have a lot of info in the notes fields so it would be a lot of extra work.
    2 points
  21. @James Ainsworth IP addresses 10.x.x.x are all internal IP addresses and given all our different instances are showing the same internal IP Addresses and not external IP address, I suspect these addresses being shown are those on the Hornbill infrastructure which is used to route through to our instances. Cheers Martyn
    2 points
  22. I found the answer myself by checking the database. I look for "contains true". This works. Before it's touched it's NULL (not set) after someones checks/unchecks the box it set to true or false respectively which is why it remained set. It may be that the boolean true also is interpreted as a 1 as @Alberto M pointed out but I haven't tried this.
    2 points
  23. Hi @Jeremy, That's keysafe, where you can store external keys and authentication methods. What you need is to generate an API Key against a user that can perform the cleanup, as per these instructions: https://wiki.hornbill.com/index.php/API_keys Cheers, Steve
    1 point
  24. @James Ainsworth Is there any update on this please? Thanks.
    1 point
  25. @Adrian Simpkins when you created the auto task processes did you do this under Global or Request context? Only those created under Request will show in the custom buttons on the Request view. if you created them under Global, you can download them and upload them under Request and they should appear for you
    1 point
  26. Morning Please would it be possible to advise if there is a way of creating new States for Assets. We can create Substate, but can't see anywhere obvious where we can create State. Also, can we add Operational State too? Thank you. Kind Regards Ann
    1 point
  27. Hi @Adrian Simpkins I would have a set up like the following: Firstly you will see a decision to check if the request has an owner or not. In answer to your first question, it will error if you try to send an email to a Request owner and the request doesn't have one. So that's why I would build in a decision to check this before trying to send it. If it DOESN'T have an owner, it gracefully moves to the next part of the flow. The second part is a little more complicated. When talking about a Team Manager I assume you mean setting an analysts role in a team as "Manager"
    1 point
  28. 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
  29. Hi Daniel Perfect, I will pass this information out to the Users Many thanks
    1 point
  30. @Shamaila.Yousaf the filter is text only at present. I suppose you categorise the cards by using prefixes in the title and filtering by those all though a colour filter would be useful.
    1 point
  31. Hi HHH, Thanks for your post. There is an existing setting that will allow this. Keep in mind that this is a global setting, so if there are teams that manage secure or sensitive requests, it wouldn't be advisable to turn this on. It opens the search for all requests, not just if you are a member. If you have a fairly open Service Desk between the teams than this may help.
    1 point
  32. 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
  33. +1 for the OR operator since now I've added a bunch of identical buttons each for its own service
    1 point
  34. Would it be possible to add filters to the suggested subjects presented when a user types in a summary as they open a call? Even a tick box for match entire phrase would be useful. I have received a complaint from a user that they are seeing lots of irrelevant results. When they use "New Self Service Portal" and get 27 suggested FAQs that include the word "Service" It would be useful if you can click on results and select 'match entire phrase', 'limit results to FAQs for selected service' or even give the users the option of switching off the suggestions feature. I ca
    1 point
  35. Hello Hornbill Team, Will it be possible in the future for "not at work" or "out of office" to setup a date and time when I'm back? So that my User Help Desk knows when the admins are back at work. Nikolaj
    1 point
  36. Hi Hornbill, I'm unable to set manager or any other fields on a user without having to make them a User, set the properties and then change them back to basic. As you can see from my screenshot the details tab is missing, if I make them a user it'll appear, then I can do what I need then change it back again. Jonny
    1 point
  37. I wondered if it is possible to report on who the owner/ assignee team of a ticket was at the point an SLA target breached ??? many thanks Andy
    1 point
  38. @HHH Thanks, glad it is not just me that having the issue with searching previous organisation requests. Cheers Martyn
    1 point
  39. Hi Nick, Thanks for your post. I would agree that a way forward at the moment is to use Request Catalog Items along with Progressive Capture and a Workflow to create and populate the majority of information for standard requests. You could use the Raise Linked Request which will copy over some of the information from the original request, but at the moment the information that is copied across is limited. We are looking to expand on this. There is also the use of Custom Buttons were you can add an Auto Task which would run a Hornbill Automation to create a new request, based on the
    1 point
  40. I believe that an update has now been applied to Hornbill that contains a fix for this. Let us know if you are still experiencing the issue. Regards, James
    1 point
  41. Hi @LifeOfJonny, @Alberto M Admin tool update (1285) included this change system - org structure - users: in basic user view only show details and organisations tabs. We have made further changes to have the Manager and Custom Attributes reinstated for Basic Users in the Admin Tool. This is currently in testing and expected to be available on your instance early next week. Apologies for any inconvenience caused.
    1 point
  42. Hi @JoanneG, I think it is already possible... see the picture:
    1 point
  43. It should be excluding archived accounts, so I have raised this with the development team. I have tried the other subscription types, but could only see the issue with external organisations. @Martyn Houghton Were there other types you found this with? Ryan
    1 point
  44. @James Ainsworth Any update on this? Not being able to suspend between sub statuses is becoming quite an issue in our workflows where we are trying to integrate with other back office teams. Cheers Martyn
    1 point
  45. Thanks @Jeremy, I'll let the Service Manager team know about this. Regards, Daniel.
    1 point
  46. @AlexRutter If you have access to the Admin module and database direct, you can run the following query, just change THE-NAME-OF-THE-DRAFT-TEMPLATE-GOES-HERE to whatever your template is called: SELECT h_title FROM h_bpm_processes where h_application = 'com.hornbill.servicemanager' and h_active = 1 and h_xml like '%<parameter><param>emailTemplate</param><action>set</action><value>THE-NAME-OF-THE-DRAFT-TEMPLATE-GOES-HERE</value></parameter>%' Or, if all draft templates are named something with "draft" you can use the below although this
    1 point
  47. Hi Martyn Thanks for confirming the existing enhancement Many thanks Adrian
    1 point
  48. Hi @Adam Toms Yes looking at the report there were a few issues with the JOIN (you were joining it on the Team ID, rather than the request ID) - and also you had a filter to only look for tickets that were currently assigned to Sec Ops (rather than looking for tickets that have EVER been assigned to Sec Ops). I have cleaned it up a bit, and hopefully it's working a bit better now - it's attached to the bottom of this post. You might see the odd duplicate row for the same request ID. This indicates that the ticket was assigned to Sec Ops more than once in it's lifecycle. To make that s
    1 point
  49. Please can we request that Impact/Risk Assessments are made available to use as part of the PCF so that when completing a form the user can complete a risk assessment of the issue.
    1 point
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