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  1. Dan Munns

    Dan Munns

    Hornbill Users


    • Points

      13

    • Content Count

      1,356


  2. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      11

    • Content Count

      2,343


  3. Victor

    Victor

    Administrators


    • Points

      10

    • Content Count

      3,754


  4. Martyn Houghton

    Martyn Houghton

    Hornbill Users


    • Points

      10

    • Content Count

      2,159



Popular Content

Showing content with the highest reputation since 05/27/2019 in all areas

  1. 8 points
    Insights19 Additional Resource Material for the “Masterclass in Business Process Design and Automation” presentation Following on from the pratical component of this presentation at Insights19, a few delegates have asked if we could make some of the example workflow available for download so they could upload to their instance and test themselves. This forum post has those workflows attached, as well as some additional information around the topics discussed. Admin BPM Design Functionality (Wiki Info: https://wiki.hornbill.com/index.php/Business_Process_Designer) Snap to Grid To turn on Snap to Grid permanently, please turn on the following system setting in Admin --> Collaboration --> Settings --> admin.feature.workflow.showworkflowcanvasgrid Stage Templates Replace node Add node between connected nodes Stage Notes BPM Category BPM Security Controls To enable BPM Security Controls, please turn on the following system setting in Admin --> System --> Settings --> Advanced --> security.bpm_access_controls.enabled Progressive Capture (Wiki Info: https://wiki.hornbill.com/index.php/Progressive_Capture_Designer) Session variables for use in questions. The session variables available, and their correct format to use, are as follows: {{user.fName}} {{user.lName}} {{user.accountRefUrn}} {{user.currentTimeZoneOffset}} {{user.userId}} {{user.userName}} {{user.jobTitle}} {{user.mobile}} {{user.email}} {{user.telephone}} Conditional Fields Service Request Process Features Wiki Markup and Date Formatting (further information: https://wiki.hornbill.com/index.php/Wiki_Markup) Role and Team Based Approvals/Authorisations Task Capture Fields (further information: https://wiki.hornbill.com/index.php/Capture_Task_Fields) To enable Task Capture Fields, please turn on the following system setting in Admin --> System --> Settings --> Advanced --> experimental.feature.bpm.allowcustomtaskfields Incident Process Fetaures Ticket Routing based on Time/Date logged (further information on iBridge Utilities: https://wiki.hornbill.com/index.php/Utilities_Integration_Bridge) Mark Ticket as First Time Fix (further information: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow) Post to Public Workspace/Comment on Existing Public Workspace Post (further information: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow) Other discussion points Question from a delegate: "Can we view all of the existing Services and their linked Catalog Items, Progressive Captures and Business Processes?" Yes, we have a useful report you can upload to your instance which provides exactly this info. I've attached it to this post named Active Services Report - download, and navigate to Admin --> Service Manager --> Reports --> Create a new report --> Click the Green Icon to upload the file --> Save the report . Active Services Report.txt Insights Progressive Capture.pcf.txt Insights Service Request Business Process.txt Insights Incident Business Process.txt
  2. 4 points
    Hi @Adrian Simpkins, @Nick Brailsford, Thank you for you interest. We are going to have a series of meetings about this, but to give you an idea, we think that between 5-6 weeks you will be able to have a preview release with the basic functionality. That way you will be able to explore a bit and start configuring your services you wish to expose in the new portal. Still both portals will be available and you will have a choice to enable or not the new and old portal at any time. That will also be a good time for you to give us feedback. From that point, we will be releasing every two weeks updates and in about 8 weeks we will have a production ready and stable version of the new Employee Portal. We will keep you updated once we have more accurate details. Thank you, Daniel.
  3. 3 points
    Morning @Martyn Houghton @Dan Munns @Malcolm One of the questions on the Integration Round Table yesterday was: Can we write to a Hornbill Activity Stream (workspace) when a message has been added to a channel on Microsoft Teams? The answer is yes I've knocked up an example flow to demonstrate how that could work for you: You just need to replace the instance ID in the URI with that of your instance, the Authorization header needs a valid API key for an account that can write to the activity stream, and of course the activityStreamId in the body will need replacing with yours And this is what was written to the workspace in Hornbill: Note I'm using the HTML to Text node to strip out any HTML tags from the comment, as un-encoded HTML in the XML payload would cause the API call to fail. Hope this helps, Steve
  4. 3 points
    Hi @Steve G Good presentation and good to meet you yesterday with @Aaron Summers. Really appreciate you demonstrating this as we can visualise it and take other ideas forward. I wonder if there could be a searchable repository for sharing and viewing this kind of content? Thanks, Samuel
  5. 3 points
    Hi @Adrian Simpkins Really glad you enjoyed the event, we hope to make these available to you within the next few days expect a Post even email from the Hornbill Marketing team Kind Regards Trevor Killick
  6. 2 points
    Hi @Steven Cotterell, This is more of a Microsoft Graph restriction than Hornbill I'm afraid. The Graph API that posts a message to a Teams channel needs the Group.ReadWrite.All permission (and odd permission, granted, but this is Microsoft...), and this specific permission requires admin consent during the login/oAuth process. See the Microsoft permissions documentation for more information: https://docs.microsoft.com/en-gb/graph/permissions-reference Now, the Graph API we're using to post to a channel (https://docs.microsoft.com/en-us/graph/api/channel-post-messages?view=graph-rest-beta&tabs=cs) is still in beta, and subject to change, so I wouldn't be surprised if the required permissions become more relevant (and hopefully no longer requires admin consent) when Microsoft promotes this to production. If/when that happens, I'll create a Teams-specific keysafe key type with permissions locked-down to just those required to perform the Teams actions. Will bookmark this post and let you know when that gets done Cheers, Steve
  7. 2 points
    @Dan Munns, Instead of invoking logRequest method, I would advise you to refer to the methods below (depending on the Request type you intend to raise)... https://api.hornbill.com/apps/com.hornbill.servicemanager/Incidents?op=logIncident https://api.hornbill.com/apps/com.hornbill.servicemanager/ServiceRequests?op=logServiceRequest https://api.hornbill.com/apps/com.hornbill.servicemanager/Problems?op=logProblem https://api.hornbill.com/apps/com.hornbill.servicemanager/KnownErrors?op=logKnownError https://api.hornbill.com/apps/com.hornbill.servicemanager/ChangeRequests?op=logChangeRequest https://api.hornbill.com/apps/com.hornbill.servicemanager/Releases?op=logRelease These methods will automatically kick off logRequest and logRequestBPM, so you don't have to chain the APIs in your code. By providing serviceId to any one of these methods, the Business Process that is associated to the supplied Service will be spawned, otherwise you can override the Business Process used via bpmName parameter. Hope this helps. Ehsan
  8. 2 points
    @Shamaila.Yousaf you need to have the following right to see the reporting option under the Service Manager tile: * Service Manager Reporting In the admin console you will also need to enable the following system setting: Admin Console > Service Manager > System Settings This will then show the following option: You will find some of the reports shown at INSIGHTS in there now, but the next Service Manager update due out early next week will add to this as follows: * Ability to use custom columns to build report criteria * Ability to use custom column data in the report columns you configure to display * Additional reports including: Incidents and Problems fixed by a Change Incidents and Problems caused by a Change Requests with Connections Requests with Overdue Tasks Closed Requests Also recall that each of the existing reports allows you to create you own custom reports, so for example the default Active Reports could be used to create hundreds of variants using the clause builder and the grouping options, for example Open Incidents by Team, or Priority, Site etc Active Service Requests Raised in the last 30 days by Hope this helps and do look out for the next Service Manager update next week which will give you lots more capability Steve
  9. 2 points
    @Keith Just drafting a blog post around Insights 19 now, When published i will post a link here. Kind Regards Trevor Killick
  10. 2 points
    Hi, Could we have to option to search / filter on the variables in the email template creation? There are so many variables now and with them not being in alphabetical order it would be useful to be able to filter them. Thanks, Dan
  11. 2 points
    It would be good to have the choice of a different approach to customer feedback. Instead of a star rating to have a serious of Emoji type icons representing a sad face, happy face, angry face etc. They could be tied to the existing star rating classification in the DB but for the customer be a more pleasant customer experience. @Adrian Simpkins
  12. 2 points
    Hi Simon, I noticed that there is a space in the file name gtl banner2.png This is a bit of a guess but might be worth testing. Prior to adding the bulletins it simply displays this image, which as you say works fine. Once you add a bulletin, the view then uses a slide show component to scroll through the bulletins and the main image. I wonder if this slide show component is having some trouble with this space.
  13. 2 points
    @Will J Douglas Sorry you are having issues. There has been a slight change in behaviour in the latest update, to edit the task details their is an Edit Project Task next to each task, clicking on the title will now show the activity stream for each task. This is aimed to allow you to quickly review the updates to each task without having to open and close each task form. The edit task option is not the button on each task. Please let us know if this doesn't sort the issue for you Steve
  14. 2 points
    @Daniel Dekel Thanks, using the overlap behind content option has got us back to how it was. Cheers Martyn
  15. 1 point
    I know. But at the moment it takes around 30 - 50 seconds from kicking off the api to the call logging to complete. Then I have to invoke the BPM. If it could all be done at once it would just be...neater
  16. 1 point
    @Dan Munns oh... hmm.... I see... well... the API itself does not spawn a BP so either the description is incorrect or the API needs to be redesigned to do the spawn... I'll take this with dev team Meanwhile, logRequestBPM would do the trick...
  17. 1 point
    @Steven Cotterell To be honest I am not sure we would even know that. To the best of my knowledge, the authentication scheme we are using is OAuth2, so the rights that the service account needs would be something I expect should be in the Teams documentation. Teams is not something we use so I am honestly not sure we would even know ourselves without looking it up. Our integration engineer that built the integration might know but he is on leave now until next week, hopefully, if he knows he will be able to let you know Gerry
  18. 1 point
    +1 - This is very interesting idea and definitely a big beneficial for us too. +1 from @samwoo too
  19. 1 point
    Hi Dan, We weren't able to add a filter at this point, but we have changed this to be alphabetical. I hope that will help. This should be available on one of the upcoming automated updates to Administration. Regards, James
  20. 1 point
    Hi all, Just wondered where to find the setting that was mentioned at Insights 19 which provides the ability to send a customer an e-mail when an analyst uses the Update Action within a request? Also what email template is used in this instance? I think @Martyn Houghton was also interest in this... Thanks in advance?
  21. 1 point
    You couldn't have timed this better, I was just going to look for Session variables for use in questions. The session variables available, and their correct format to use, are as follows: {{user.fName}} Thank you!!
  22. 1 point
    This has been updated in the latest version. I can now see the edit task icon against every task. This is much better from a UI point of view., thanks for the quick update.
  23. 1 point
    Thanks @Steve G. Looks good!
  24. 1 point
    Hi, When selecting a dynamic list in the task capture and then updating custom fields (or any details) with the list item selected, you do not get the option to use Raw / Display data and it defaults to Raw. Could this be added in so that it behaves like the PC lists and gives the option when injecting a variable? Thanks, Dan
  25. 1 point
    Hi @Steve Giller thank you very much!! this has explained why nothing was showing!
  26. 1 point
    Thank you @Alberto M I raised a ticket internally in order to fix this issue and to prevent adding duplicates. Armando
  27. 1 point
    @Steve G Thanks for you update. I now removed the value in 'Member Of' and now set the 'Value' to the display name of the organisation object rather than the id value. This combination then worked and now I have 700+ members assigned to the Organisation object. Cheers Martyn
  28. 1 point
    @Darren Rose Yes they are related. It's the query that gets the counts. Our development team is currently investigating this. Alex
  29. 1 point
    @Darren BRay - just a suggestion, if it was me, I would look into integrating some sort of autoclosure mechanism into your processes to ensure requests are closed at some point (if this is not done manually by the user). To ensure you won't be in a similar situation in the future as manually closing 19k requests is definitely not a fun exercise.
  30. 1 point
    @Victor I'll be selling Hornbill to my new company by then Thanks @Dan Munns!
  31. 1 point
    The information about the Task Completer Role can be found here.
  32. 1 point
    @Jeremy @Chaz I've noticed that there is a pattern. The notifications move to dismissed if you're tagged/mentioned or if there is an update. The only time the notifications do NOT move to dismissed automatically is when a ticket is assigned to the team. After selecting the hyperlink to open the ticket I have to manually dismiss this notification.
  33. 1 point
    Thank you @James Ainsworth, i didn't see the response until now, but will give it a go today and update on my progress.
  34. 1 point
    @Polly.Horn I've seen that the yellow colour we used is sometimes not obvious because of the low contrast it has. You can make this a more obvious colour by changing the setting webapp.view.ITSM.serviceDesk.requests.list.unreadColour
  35. 1 point
    Hi @James Ainsworth, I understand where you're coming from. What if 'User ID' and 'Handle' were added, so we could make that visible as part of the 'Available Display Columns'? So 'Customer' would still just show the first and last name? Many thanks, Alisha
  36. 1 point
    Hi, You can turn on versioning when creating the document, this will keep a history of all revisions of the document which can be accessed from the document details page. However, its only possible to enable this feature when creating a document so you may need to download your current document, delete it form docmanager and then re-upload it - you will then be able to enable versioning by clicking the relevant checkbox in the upload dialog. Thanks Trevor Harris
  37. 1 point
    A sub-status does not need to also put the request on-hold, if you want it to be for information only, and the action upon customer update is defined within your service: You can either leave the sub-status as-is when a customer responds, or choose to have it change, so if a request is on hold under "Requested Information" you could have it change to "Information Provided" on a customer update and "Information Not Provided" on auto off-hold which, while it does change the sub-status, should make it fairly clear what the previous status was.
  38. 1 point
    My first thought would be to branch based on your chosen criteria, one asks the customer to select a category, the other doesn't. Then, when the Business Process starts, test whether the category is set, if not set it to the fixed category.
  39. 1 point
    @Alisha it's done. Now need to pass thru release process.
  40. 1 point
    When you create the routing rule to raise the request, the Target Folder Success dictates where the email is moved to once the request has been successfully raised.
  41. 1 point
    @Martyn Houghton for that you can use the option in Placement called "Overlap behind Content". That will make it look as before. All this will soon make much more sense and will have a much better interface. working on it ;-) ....
  42. 1 point
    Hi @Martyn Houghton, Sorry for that. We'll have a look at this ASAP. Daniel.
  43. 1 point
    Hi Alisah, The label field where you have added the wiki markup for bullet lists is really only for adding labels and not long descriptions or in your case a bullet list. For the asterix to work as a bullet it needs to be at the beginning of a new line and the label field is only a single line. Have you tried using the field type Label and use the description for this type in order to display your information? The description here is a multi-line field and the wiki markup should work here. Regards, James
  44. 1 point
    @Alisha @samwoo in the Service Manager update today, you will have a new option to Switch from global Service Manager notifications to allowing each Service Manager subscribed user (agent / manager) to set their own notification preferences from their profile. This setting is applied across ALL teams and users, so worth considering the pro's and con's of allowing users to making their own choices, but the option is now available if required https://wiki.hornbill.com/index.php/Service_Manager_Notification_Settings This will allow each user to choose no notifications, email only, Hornbill only or both for the following: If you enable this system setting, each user will see a new section in their profile > Settings > Notifications under their existing collaboration settings for Service Manager. Steve
  45. 1 point
    IT WORKED! Thank you @Steve Giller
  46. 1 point
    @Gerry Just wondering if there will be the possibility to have a special interest group meeting for those of use who are major users of the Customer Portal outside of the Insights 2019 agenda following on from the announcement in this area you have indicated that will be made at the event? Cheers Martyn
  47. 1 point
    Hi Is there a way to resolve all linked requests when a project is closed? We see this working in a similar way to resolving a parent incident and all child incidents automatically resolving. Also, are there any plans to enable the linking of incidents, problems and known errors to projects at all? Thanks Lauren
  48. 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
  49. 1 point
    @Gerry If it would help, I do not mind hosting a informal session, in addition, sooner focusing on the existing underlying customer portal enhancement requests, given the blocking activity to split the code base for the portals is coming to fruition. Cheers Martyn
  50. 1 point
    +1 for the original idea by Kelvin and for Alisha's idea The main aspect that I require is to be able to know who last updated the ticket and if they were a user or a contact. Alisha's idea would be very good for a quick look to find out if a user or contact made the update and Kelvin's would be very helpful in a report to find out the number of tickets I've updated on a particular day Many thanks, Mojahid
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