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  1. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      24

    • Content Count

      1,979


  2. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      16

    • Content Count

      3,031


  3. Deen

    Deen

    Hornbill Staff


    • Points

      11

    • Content Count

      538


  4. AlexTumber

    AlexTumber

    Hornbill Developer


    • Points

      11

    • Content Count

      879



Popular Content

Showing content with the highest reputation since 06/12/2020 in all areas

  1. 5 points
    @Alisha @Paul Alexander @Sean Teehan @Keith @HGrigsby @Aaron Summers @Martyn Houghton @Lyonel @Jeremy @m.vandun @Adrian Simpkins @samwoo The ability to change the owner of a snippet was made available in the Service Manager update yesterday As mentioned in the wiki details below, you will need the Service Desk Admin role, but you will then be able to both change the owner, and have an option to make yourself the owner of snippets owned by other users. https://wiki.hornbill.com/index.php/Snippets
  2. 3 points
    The fixes are being applied now. @Ann-MarieHolloway i'll let you know when your instance is updated.
  3. 2 points
    Hi Would it be possible to associate a project rate for a resource, without having to manually enter the project rate when you add the resource? Thanks Darren
  4. 2 points
    @Jeremy They use the maintenance window setting, autoUpdate.maintenanceWindow , in the Admin Tool under system Cheers Martyn
  5. 2 points
    In this latest update, Team Hornbill have combined all of the fantastic new Service Manager features that were released in first two quarters of 2020, into a single update. If you missed some of these new features whilst they were being rolled out in the various Service Manager updates, please have a look at the link below for a refresher on this new functionality that is available to all subscribers right now. Here is a direct link to the latest edition: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2020_Q1/Q2 For links to our previous update round ups, please check out the Whats New Wiki Page
  6. 2 points
    @NickH one more thing, in your business process where the email template is being used - make sure you update the Email Template Entity from the default Request to ChangeRequest
  7. 2 points
    HHH for the Views and Advanced filter there will be a condition you can set for Last Update By Type where you can select between customer, analyst, and system.
  8. 2 points
    Hi @Adrian Simpkins, Thanks for your post and I'm glad you're liking the changes :-) So after several discussions with the different teams at Hornbill, including Service and Project Manager, we've decided to take a slightly different approach with Default Timesheet Categories... This sort of problem/discussion has come up a few times internally at Hornbill recently (as we add more applications to our platform) and the main question usually circles back to which app owns the data. In this case, it's quite obvious that Timesheet Manager owns the actual timesheet categories (they would not exist if timesheet manager did not exist), but the idea of setting default categories is not necessarily the responsibility of Timesheet Manager. As we've found with different apps, they all appear to have different requirements. To that extent, and due to the fact so much was changing with this most recent update, we took the decision to leave default timesheet categories as they are for now, with the view that each app that wants to plug into Timesheet Manager now has the task of working out how they want to offer this configuration. The result of this will be multiple different interfaces for default categories that are configured differently per app and within each app. I don't know for sure, and until I see the technical spec but I would imagine that Service Manager would not only look to offer default categories based on request type, but also by service as well. So for example, as a service owner, you configure which default categories you want for your service and for each request type. As a Project Manager, maybe you want to configure different default categories for the different roles that the project members have in your project. As with all new Hornbill functionality, with our continuous deployment methodology, you'll receive the updates to each application that contains the new default timesheet category configuration just as soon as the functionality is ready. Alex
  9. 2 points
    @Adrian Simpkins, We're currently implementing a feature that provides the option to add Notices to a Request, this can be achieved automatically (i.e. via the BPM) or manually. This is on our 90-day development window and we're hoping to make it available in the coming weeks. Ehsan
  10. 2 points
    Thank you @David Hall I'll leave you guys investigate and keep refreshing the page for updates.
  11. 2 points
    We are having very similar issue that we are missing large amounts options, no request list screen etc. I have not updated the system in the past week. Service Desk Manager is missing from our applications.
  12. 2 points
    @Paul Alexander I have a similar situation and in my case for Service Requests it was down to the missing analyst not having the role for which gave them access to that type of requests. Might be worth double checking the role permissions between the two that work and the one that does not. Cheers Martyn
  13. 2 points
    @Bob Dickinson @Martyn Houghton, Well could create a bpm operation, "Get Team Mentions", that given a team would return the markup for mentioning the team i.e. would return in a variable ref " {'user a','urn:sys:user:usera'} , {'user b,'urn:sys:user:userab'} , {'user c','urn:sys:user:userc'} ". This could then be injected into the content property of Timeline update operation... so the markup would be like this:- Please can you check this request and action as blah blah blah &[global['flowcodes']['getMetionsRes'].userMentions] This said we do have ability to send notification only to a user but i am working on trying to get it so can easily inject link to associated object (in this case a request). If it cannot be generic might have to add it as a SM specific bpm operation.
  14. 1 point
    Hey @Adrian Simpkins Thanks for getting back to me and clarifying those steps, they've been really helpful. Much appreciated! I've raised this issue with the with the development team Regards Mohamed
  15. 1 point
    No worries @Adrian Simpkins With regards to that, let me get back to you. Just need to confirm that with the dev teams and will then let you know
  16. 1 point
    Hi @Adrian Simpkins Ahh, that always happens isn't it! Hope you have a great time off But yes, the fix should be out next week and should tackle the issue Always happy to help Mohamed
  17. 1 point
    Hi @Jeremy @Adrian Simpkins Thanks for clarifying, this issue was just recently identified and resolved. Please expect the fix in the next build Regards Mohamed
  18. 1 point
  19. 1 point
    I found it. Best regards Nikolaj
  20. 1 point
    We are aware of the issue and are currently looking into this. I'll post back shortly when I have further info.
  21. 1 point
    We have reproduced this issue internally and are investigating the cause. Where possible we'd recommend using the CSV option until we can supply a fix.
  22. 1 point
  23. 1 point
    @DFarran sounds like a possible defect, i'll discuss this internally and get back to you.
  24. 1 point
    Hi @LifeOfJonny, We can replicate this, and are investigating. Will post back here once the investigation is complete. Cheers, Steve
  25. 1 point
    Hi @Alisha When you are creating your widget, if you click on the "Chart Settings" button, you should see an option called Label Display Lookup. Because h_createdby is the User ID, you need to select the option: "User Name from Id" This should then map all of the user IDs to their real names and make it look a lot nicer. Hope this helps Bob
  26. 1 point
    Hi @James Ainsworth. Are there any news about this? Any deadline? Cheers
  27. 1 point
    Thanks for the update Alex. I will review again to see how we can use it with the current configuration setup Many thanks as always
  28. 1 point
    @Daniel Dekel Fixed for us, thank you :-)
  29. 1 point
    The RCA for this issue is as follows:Around 12:30 BST on Wednesday last week, a small number of Hornbill customers were impacted by an issue that left them without access to Hornbill Service Manager for up to three hours. Full service was restored to those customers, and a fix has since been deployed to prevent any further occurrence of this issue. The issue was not caused by any application or platform update, but was the result of a pre-existing problem with our SaaS configuration management system.The issue was ultimately identified as being caused by incorrect handling of a database communication error for a particular part of our SaaS configuration management system. This led to incorrect subscription values being applied to a small number of instances in our UK data center.This issue caused significant problems for customers over an extended period of time and we sincerely apologize for the temporary loss of service. Although the number of customers impacted was small and whilst outages of this nature are very rare, we recognize Hornbill fell short of the high standards we set ourselves. A Lesson Learnt Review is always conducted after major incidents of this kind and in this instance, we have already made changes to ensure this could not happen again, and we are working on further improvements that will make this particular area even more robust in the future.Once again, we are sorry for the inconvenience caused to those affected.
  30. 1 point
    @stepghg a new update to fix this issue has just been pushed live. Alex
  31. 1 point
    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.
  32. 1 point
    +1 for us for option to add connection(s) via self-service
  33. 1 point
  34. 1 point
    We're unable to open ANY requests on our Service manager - please can this be looked into ASAP??? Error below which seems to have followed the 17/06 update. Thanks, Mike.
  35. 1 point
    Found the post elsewhere...ignore this....
  36. 1 point
    Hi Mike, thanks for the tip, we may look at your solution instead Many thanks
  37. 1 point
    @Jeremy, Fixed in next release which should go out on Monday. Cheers
  38. 1 point
    ok thanks @Gerry - as you can appreciate in our profession the stupid questions always have to be asked!! :-) Maybe something as rugged as text within the release notes (preferably in red or bold) to suggest this might be required going forwards perhaps? To be fair, found the fix (as I wasn't the first to jump in with this update) fairly quickly and you came back really quickly too fortunately on this occasion. Was really eager to start exploring the "most available analyst" function I guess which looks like a game changer. Cheers, Mike.
  39. 1 point
    @samwoo @Adrian Simpkins these requests seem to fall on deaf ears regarding asset management fields. I have brushed up on the asset import tool instead and created centralised CSV templates for my team instead. Mike.
  40. 1 point
    @Jeremy Littered around the place in HB Service Manager>Translations. Search in these areas: user.view.asset (pages of entries) user.common.asset (enables re-naming of asset classes) ui.asset (includes translating text in drop downs but obviously cannot add/remove number of entries) Had a chat with Samrai today who as expected did warn against extensive use of translations as management of reporting can become tricky. It all depends on your intentions.
  41. 1 point
    Hi @Victor do you happen to have a timescale for the roll out of the updates
  42. 1 point
    @Daniel thanks, we'll take a look and get it sorted.
  43. 1 point
    Hi @Alisha, Apologies for the delay in getting back to you. I'm pleased to inform you that this change has now been implemented. We aim to make this available via an update to the Service Manager application in the week commencing 29th June. Ehsan
  44. 1 point
    Hi @Dave Longley, Touching that area is quite difficult as is used in many places and can't be changed as this would affect everyone. So solution is to use kind of metadata. Please add to description first line with [no-indent] content. Once found it will be stripped and text aligned to left. Thank you, Miro
  45. 1 point
    Hi @Adnan Zamurred, Have you tried both in such format {{user.siteId}} {{user.siteName}} ? I just did check again and in employee portal there should be also available {{user.managerName}}. Thank you, Miro
  46. 1 point
    Is there anyway to report against the FAQs on the service portal? We are starting to publish FAQs and if in the event a member of staff ticks the thumb down option when reviewing it we have no way (that I can find) of reporting against this so I can contact the member of staff for feedback for service improvement.
  47. 1 point
    Anyone able to provide an update on this please?
  48. 1 point
    @Michael Sharp A global setting was deemed to be not flexible enough for multiple teams / users on the same instance. * In the BPM you configure this per task per process This new option allows you to choose to enforce it per manual task but also when you are creating your activity templates. So if you want to enforce this for standard manually created tasks, you can create different templates with the checklists, and then when a user choose to use a template for their task, if the Enforce Completion checkbox, as shown below is set on the template, it will be enforced by any task created against that template. Or as you say, when an owner creates and assigns a manual task with a checklist, they can opt to enforce the completion. Hopefully the combination of task template and process tasks created checklist enforcement covers most cases.
  49. 1 point
    @Michael Sharp scratch the above, this has been added as an option: * When an activity is being manually created, and a checklist is added to it * When creating and defining an activity template and a checklist is added This means the activity creator will be able to specify on an activity by activity basis, if the checklist needs to be completed before the activity can be completed (the same behaviour as you are able to enforce in business process activities). This will need to go through the testing and release cycles but watch out for the release notes for this addition.
  50. 1 point
    Hi Alisha, Thanks for your post. The Co-worker Search form on progressive capture is not displayed when a user is raising a request from the portal as it automatically uses the name of the user that is logged into the portal, preventing that user from having to type in their name each time they raise a request. We do have some plans to add a User Picker to the custom forms in progressive capture. This would be similar to the existing Group Pickers. This may allow you to create a custom progressive capture form for where the user can search for their co-worker and add them to the request. We are also have another Progressive Capture form for adding Connections to a request. Similar to the Co-worker Search, the Connections form is only available to Service Manager users, but we are also looking at options to make this available to the portal users. Regards, James
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