Jump to content

Leaderboard

  1. Victor

    Victor

    Administrators


    • Points

      15

    • Content Count

      3,986


  2. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      14

    • Content Count

      2,680


  3. Martyn Houghton

    Martyn Houghton

    Hornbill Users


    • Points

      13

    • Content Count

      2,592


  4. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      10

    • Content Count

      1,709



Popular Content

Showing content with the highest reputation since 11/08/2019 in all areas

  1. 6 points
    Over the past quarter, Team Hornbill has added a number of new features to Service Manager that you may not have been aware of. We have added a new section to the Wiki to give you a quarterly overview of these new features, along with some information around the setup and configuration if you would like to use them. We hope to update this "What's New" section regularly with new features from other applications too, so keep a lookout This quarters overview can be found here: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2019_Q3
  2. 2 points
    Dear all, We are currently investigating this with the highest of priority, as soon as there is any further update we will let you know. Kind regards, Nanette
  3. 2 points
    Hi @Adrian Simpkins, @Martyn Houghton apologies for the inconvenience. The issue has been addressed, and the fix will be available with the next major Service Manager build. Regards Armando
  4. 2 points
    Hi all, Just to let you know that the issue has been resolved in the latest build which has gone live! Hope this helps
  5. 2 points
    @Jeremy @Martyn Houghton Thanks for posting. We're aware and are looking into this and will look to alter it to open the email directly. Kind Regards, Dave.
  6. 1 point
    Is there a possibility that I, as the Service manager admin, could have a notification emailed to me in the event of a BPM failing please? Obviously analysts tell me when they have a 'red box' error when they go in to a request, but if something has happened with a request coming off hold (for instance) this error may not be picked up for a while. I do have a daily task to check these, but a notification of some sort would be handy too/instead. thanks
  7. 1 point
    @Gerry yeah, saves on human error (mostly, there is always one or two who somehow manage to get through) Automate everything! Though the other stages look a little weak in comparison. One is literally 4 nodes lol
  8. 1 point
    @Martyn Houghton Thanks. We had discussed doing the custom field option, so we will go ahead with that. I will definitely '+1' that enhancement! Chris
  9. 1 point
    OK...found it!! I'd had the Super User Role removed from my account.....I thought it was the Admin role which gave you access to database direct, but apparently isn't! Thanks...
  10. 1 point
    @Adrian Simpkins looking at this, i think the issue could be the Display Value which is being injected into the customer field (h_custom_e). Below in my h_custom_e field i have this marked as Customer, you can see the user name which is injected - Greg Johnson If we look at Greg's profile in the admin console we can see that Greg's USERID is in fact gregj, and it is this value which we need in order to add the user as a variable connection. Now i notice you have posted elsewhere about how you have 3 sites and the usernames are different at each one, so i am wondering if this would account for the fact that it appears random in that some users are added as connections and some are not i.e do any of the users in the 3 sites have a userid which matches their Handle (display value)? You can cater for this and ensure it dosen't cause you an issue. Rather than using the progressive capture mapping (i.e remove the h_custom_e form the field ID,) and call it something else, you can use the business process option for adding the connection from the progressive capture question. 1 . In the business process use the get request information > progressive capture questions 2. Use the same Add connections node and co-worker variable In the co-worker (from variable) field use the variable picker and find the relevant PC > Custom Form > Question When you have the question, use the overwrite and choose the RAW VALUE option This will use the userid (irrespective of it's format) rather than the display name (handle) of the chosen user. Once the user is added you should then use the normal email connection Let us know if this works for you
  11. 1 point
    Hi @Alisha This is tricky because the h_responsetime field is only set when the ticket is responded to, same with the h_withinresponse field as @Steve Giller mentions. The h_respondby field is populated when the response timer starts so we could use that along with the h_datelogged field for the 30 minute bit... So you could try something like this: select h_pk_reference AS Reference, TIMEDIFF(NOW(), h_datelogged) AS Response from h_itsm_requests where h_withinresponse is null AND h_datelogged < NOW() - INTERVAL 30 MINUTE AND h_respondby > NOW() This will only show tickets that still haven't breached the response time though, not sure if that is important? You could extend that value on the last line to an hour or two in the same way as the line above it, like this: AND h_respondby > NOW() + INTERVAL 60 MINUTE As soon as the ticket is responded to the h_withinresponse will be populated and won't be null anymore, so will then be excluded from the widget. The TIMEDIFF bit will still give the counter on the widget for the amount of time since the ticket was logged. Obviously add in your own clauses as above, but I think this is the kind of thing you are after...
  12. 1 point
    Same issue as we had no response yet but you can click the retry step button and it should then process correctly.
  13. 1 point
    Can it be possible to have the feedback questions to be included in the HTML email so that customers can complete the feedback/survey within the email (like the authorisation approve/reject buttons) and then for this feedback to go onto the relevant request?
  14. 1 point
    Hi, Can we have Change Type added in the condition builder for creating views please? This will make it a lot easier to create views around changes as at the minute I have to remember to add the change type to a custom field in the BPM for all change type requests. Thanks Dan
  15. 1 point
    Yes, that sounds like this would do the trick. Maybe a final custom form using something like just a label.
  16. 1 point
    Hi @Martyn HoughtonI have the feeling that the error message is coming from a different area. We'll look at that. Daniel.
  17. 1 point
    Hi Martyn I will keep you posted on the outcome Thanks
  18. 1 point
    @Adrian Simpkins There does seem to be something not quite right with the Email Connections node. When selecting 'Impacted' it send to all connections whether impacted or not. Example test below should only send to the Impacted one, but send to both. Cheers Martyn
  19. 1 point
    Hi Neil, Thanks for your post. I've had a look and so far it does seem to be the case that the week numbers are set and can't be changed to show the week commencing date. I will try to look a little closer to see if I've missed something. Regards, James
  20. 1 point
    @Steven Boardman, thanks! I'll check if I can get any feedback from our staff about this.
  21. 1 point
    @Hornbill Support Team Is there any news on why this stopped working? And when this could be fixed? Is the link to FontAwesome no longer active? Thanks, Neil
  22. 1 point
  23. 1 point
    @Darren Rose this integration is our top priority for Supplier Manager at the moment. Hopefully it won't be much longer before it's ready to release. Alex
  24. 1 point
  25. 1 point
    Hi @Alisha the current limit is 400 characters, and we have to be a little careful with increasing this to much given where it will be displayed - used, especially with the new Employee Mobile app not to far away. That said we will increase the limit to 500, this will be in an Service Manager update in the coming weeks, please keep an eye out for the release notes on the updates.
  26. 1 point
    Hi @James Ainsworth Is this still being considered please? thanks
  27. 1 point
    We have a role to allow people to view and send emails only, however, today after the update when you click the 3 dots and go to view email you cannot see the email as it seems to default to the actual mailbox rather than a view of the email itself. Can this be changed to allow our analysts to be view these emails, as we do not want to give them access to the mailbox. Thanks in advance.
  28. 1 point
    @Steven Boardman........I realise that there is some work going on with the 'new' Portal, so maybe this is part of that work? BUT.......is there any news on being able to sort and control the order of CI's automatically please? What we'd like is to be able to sort them by 'most popular' (so the requests which are used more often are moved to the top of the list if possible?) thanks
  29. 1 point
    Hi @AlexTumber looks good can´t wait to see it and work with it. Thank you Nikolaj
  30. 1 point
    Is it possible for a new Connection to automatically receive an email notifying them that they have been made a Connection. We are using the my-services portal so the user can see Requests where they are a Connection but there is nothing to automatically notify them of this. The only method I can see to do this is to add the Connection and then do an update via email (with the Connection added). This is a 2 step process and a right pain! We do automatically add Connections via a BPM for our a Sev1 at the point the Request is raised (which also includes notifying the pre-defined people via email). What I am after is an email for Connections at the point they are manually added. Is this something that the new 'BPM button' will help with ie kick off an adhoc BPM? At least that could all be on a single screen.
  31. 1 point
    @Adrian Simpkins Keep up the good work, team Hornbill is here to help if you need anything. Gerry
  32. 1 point
    Could you just have the same email address for these 20 contacts, and have this customer provide you with an email that they have for a distribution list? It is possible to set up contacts so that email address are not validated for duplicates. If you are using the Raise Request from Email option on incoming emails, it will just prompt you to select which of the contacts to raise the request against. Would this work for you?
  33. 1 point
    Hi @HHH, This is done in purpose for security reasons. We don't want to give details about whether the user exists or not or if the username or password are wrong. That's why is a generic message. Hope you understand Regards, Daniel.
  34. 1 point
    What's Changed Google Drive Search Files operation - additional logic for checking the number of files returned. Dropbox Create Shared Links operations - updated parameter descriptions What's Fixed Atlassian Jira and Jira Cloud Update Issue operations - fixed issue with labels not being applied. Microsoft OneDrive operations - fixed issue with refreshing expired access tokens
  35. 1 point
    The latest Collaboration release should now contain the missing font. I have verified Calibri can now be selected.
  36. 1 point
    Hi @David Hall Thank you for the information. I will go ahead and see what I can put together with the information you've kindly provided. Regards Aykut
  37. 1 point
    Without seeing the settings for each node and decision branch it's not possible to narrow it down, but we can think of a few reasons why the above flow would either not suspend or would appear to have not suspended. I know the Service Manager team have seen this and are looking into it, they'll post back here when they have more information.
  38. 1 point
    Hi @Ben Paddick, You can use the Custom columns in a Request to store additional data/information. The options are: h_custom_a, h_custom_b, h_custom_c, h_custom_d, h_custom_e, h_custom_f, h_custom_g, h_custom_h, h_custom_i, h_custom_j, h_custom_k, h_custom_l, h_custom_m, h_custom_n, h_custom_o, h_custom_p, h_custom_q, h_custom_r, h_custom_s, h_custom_t, h_custom_21, h_custom_22, h_custom_23, h_custom_24, h_custom_25, h_custom_26, h_custom_27, h_custom_28, h_custom_29 and h_custom_30. You can update any of or all of the Custom columns via customFields parameter in Requests::update API. https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=update "customFields" requires you to supply a JSON object in form of a string. For example, to update h_custom_a and h_custom_b attributes in a Request, you'll need to build a string as below... {"h_custom_a": "someValueA", "h_custom_b": "someValueB"} If desired, you could then display the Custom attributes within the Details section of Requests. Through the Form Designer (Expand Details section > Click on "Design" button - Ensure that Form Designer role is assigned to your user otherwise you'll not be able to design forms), you can add any of the Custom attributes to the Details section. I would recommend this approach. Hope this helps. Ehsan
  39. 1 point
    +1 from us too, a slight hijack can custom buttons also be available in Services?
  40. 1 point
    @James Ainsworth This ties in with our earlier request below about the Linked Service request model. Cheers Martyn
  41. 1 point
    HI Shamaila, I just wanted to let you know that as of Service Manager update build 1727, the Authorisation field is now included as an available column for the Request List.
  42. 1 point
    Hi Andy, Have you tried any of these settings? Let us know if these work for you. Regards, James
  43. 1 point
  44. 1 point
  45. 1 point
    @Bob Dickinson Thank you very much, your delegate
  46. 1 point
    As you are probably aware it is not possible to have more that one input path into a business process decision node. Like this: However, there are scenarios when configuration requires that multiple paths converge at some point into one decision node. Like this: If you try and create a link the second node into the decision node, it will fail and this message will be displayed: "The target node has too many entry points". This scenario has been catered for by introducing an "intermediate" node in which all nodes converge before the decision, then create a single link between this intermediate node and the decision. There are occasions when this "intermediate" node is actually required in the process design but sometimes there isn't any so a simple choice would be to use a generic node. The obvious and most used choice is "Get Request Information - Get Request Details" node. Because this node one retrieves information/data about the request is not affecting the process progress or the associated request in any way. Like this: This is a valid configuration and works as intended and achieves its purpose. However, we think there is a better, more efficient and resource friendly way to achieve what you need (merging multiple paths into one decision node). Although there is nothing technically wrong using a "Get Request Information - Get Request Details" to act as a placeholder for a connector, it is not the most effective way, especially if is used in many places in the process. keeping in mind that the more complex the design, the more time it would take to run the process, use more resources, etc. Ideally, we would want to make it as efficient as possible. Therefore instead of using an automated task as placeholder, why not use a stage checklist node. The advantage is that you will achieve the same but without making the process more cumbersome. Like this:
  47. 1 point
  48. 1 point
  49. 1 point
    +1 for us as well, with the ability to add attachments to the resolution email templates. Cheers Martyn
  50. 0 points
    Thanks so much @Victor - a veritable wealth of knowledge as usual. As a 'reward', here's a little joke for you..... How many 'Hornbill' Sith Lords does it take to change a light bulb? None. It's already on the dark side. Thank you, I'm here all week......
×
×
  • Create New...