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Popular Content

Showing content with the highest reputation since 11/28/2014 in all areas

  1. 9 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. 7 points
    I thought I would post a quick preview of an upcoming feature of our business process tool. We are expanding its capability to include a new "Web Call" node. This new node will enable you to make calls to other systems or cloud services applications via restful API's which significantly expands your options for automation of business processes that need to interact with other systems. My goal as the architect for our platform technology has always been to keep the BPM 100% code free so that process managers do not have to have a programming background in order to make effective use of our BPM, but thats always a play-off, and this is one example where the absence of code limits absolute flexibility because there are so many different shapes and sizes of API's out there, code is the only "glue" that will give you ultimate flexibility. To solve that problem we are also developing an "API bridge" service that can contain and run glue code required while still keeping the BPM clean and code free for simpler day to day use. Once this feature is rolled out (expected to be in the next 2-3 weeks max) we will be exploring options for achieving the same for on-premise IT infrastructure and operations type orchestration and automation which I hope to be announcing in the coming weeks. This initial implementation is only the first step on our journey for much greater expansion of our BPM integration capability broadening our scope of IT Service Management into IT Operations Management for which there has been a significant demand for. Gerry
  3. 5 points
    Hi Hayley, The latest Service Manager update is now using an updated version of our charting library which now shows each data series in a single colour, hence the single blue colour in the bar charts but multiple colours in pie charts etc. We're in the middle of rolling our charting updates and colour/theme changes so we can look to see if its possible to reintroduce a range of colours for a single series of data as we move forward. Kind Regards, Dave.
  4. 5 points
    We are excited to release the Hornbill Project Manager App after considerable feedback from our customers suggested that this would greatly benefit them and their teams to better plan and manage the multiple projects you get involved in delivering day to day. Project Manager has been published as a BETA App as we are looking to solicit feedback from you on what features and functionality you might feel are required to take this to the next stage in its evolution, you can now install the Project Manager App from your App Store. Planned Features As well as the features delivered in the initial BETA release, we have the following enhancements planned: Project Boards Plugin to Timesheet Manager Expanding on Service Manager Plugin Expanding on Project Types / Templates Resource Budgeting Project Dependancies (Completion Dates / Milestones / Tasks) If you have any feedback or requests for additional features please post them as new topics here: Notice During the BETA period, you are able to install and make use of the Hornbill Project Manager App for FREE however once the Hornbill Project Manager App is taken out of BETA and made available for subscription it will become a chargeable option. Pricing for the App will be based on the number of Named Subscribers and our planned subscription charge will be £10 Per User Per Month. Notice will be provided in advance of this switch, and you will have the option then to subscribe if you wish to continue to use the Hornbill Project Manager App. Documentation Please visit the Hornbill wiki to learn more about the Project Manager features and to view an overview video. https://wiki.hornbill.com/index.php/Project_Manager
  5. 5 points
    Hi @Gary@ADL We have just finished some work which will provide a request list on each user's profile and Contact's record. Also accessible will be the list of services that they are subscribed to. This will provide easy access to view, manage, or export a list of requests that is associated to an individual customer (user or contact). This list is only visible to support staff and users of Service Manager. This will not be visible to the customer when viewing their own profile. As you can see, it is a fully operational request list similar to the main request list with filters, exports, and column configuration. This is being prepared for the next Service Manager update and should be available in the live environment over the next couple of weeks. Regards, James
  6. 5 points
    All, I am posting this in the hope that it will be useful to some of you. However I must state up front that the process and documentation covered in this post is the work of a colleague of mine and I am not qualified to answer any technical questions you might have. You will need to take this information at face value, we are unable to offer any support or assistance in you replicating this in your systems. Sorry! Now...We had a real need for more dynamic reporting across large data sets that we really couldn't achieve directly in Hornbill. Reading on the wiki about Power BI integration we began to look at how we could extract data from Hornbill for use in Power BI. Our global infrastructure lead was tasked with investigating and I'm pleased to say was successful in finding a solution that suits us. He has documented as best he can what he has done to achieve this which you will find attached. Hornbill Data Extraction Method.docx Below you will find some examples of the Power BI reporting we are achieving with this. As we are storing the data externally in a SQL database we are able to go beyond the 25K record limit imposed within Hornbill.
  7. 5 points
    Hi Derek, thanks for your post. It depends whether this information is captured in a custom progressive capture form or not. The custom forms have the ability for us to set a regular expression on the single or multi-line text input fields. This can help prevent the user from entering irrelevant information. Alternatively, you could ensure all your assets exist in Service Manager and present them with the standard Pro Cap Asset form marked as mandatory. They can then search on Asset tag and easily link the asset in question. Having said that, both my suggestions are not completely infallible, as in the first case the user could learn the format and put in random letters and numbers to satisfy the regex check. In the latter case they could just select the first asset returned in the search. Which arguably is worse because then it's harder to tell whether the information is accurate (at least you know a full stop is rubbish). This then leaves us with the third option which is to play hardball. It's perfectly reasonable for you as an IT Service Desk to expect customers to provide information that will assist in the resolution or their issue or fulfilment of their request. In the event of them not providing the information simply send a stock response saying we are unable to progress your call until we have this information (of course that's the extreme). Perhaps make it Service Desk policy, publicise a "Guide to logging IT calls", present this on your intranet or IT Services web site. Help your customer base understand why this information is important to you and emphasise how it can help you provide a quicker and better service to them. i.e. it's in their interests to do this. I appreciate that this doesn't happen overnight, and customer engagement can be the most challenging aspect of Service Delivery, but customer education can be leveraged in the quest for continual Service Improvement. I hope that helps, Dan
  8. 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.
  9. 4 points
    @nasimg @samwoo We are currently working on a story to allow you to include custom fields from a request into the request list Custom views. This enhancement will allow you to copy a customer attribute i.e a VIP status into a request custom field and in turn display that request custom field as a column in the Custom request list views. An additional benefit of this story will enable you to set your display columns per custom view. This story is currently in review and will be available in an upcoming Service Manager update subject to clearing review and testing phases. Steve
  10. 4 points
    Thank you all for your feedback, its much appreciated. We will be making next years event a two-day affair, we will be announcing the dates very soon so you will have plenty of time to organize your diary. The event will have a much bigger focus on training and education, so watch this space for dates and a preliminary outline over the coming months. Kind Regards, Gerry
  11. 4 points
    I absolutely agree with Dan, it was a great day yesterday and he anticipated my words. (have you got a backdoor in my brain LOL); It was really amazing meet the people that made Hornbill the amazing rocket it is! a special thank for @Manish @AbdiH @NadeemMazhar @Nanettem @Daniel Dekel@ArmandoDM @Steven Boardman @James Ainsworth ROCK'N'ROLL!
  12. 4 points
    We have verified the fix resolves the issue being reported, we are just in the process of determining the fastest way to apply this, we are minutes away, thank you for your continued patience. Gerry
  13. 4 points
    Is there the option coming to have multiple teams use the livechat at the same time, and have the ability for the customer to pre-choose which team they require? For context - we have a multi department build in Service Manager, and therefore have completely separate workstreams our customers may need to speak to our teams about. Thanks
  14. 4 points
    @Darren Rose @Keith just to update here, we have now added Hornbill iBridge options to raise Projects automatically from business processes in Service Manager. This allows you to offer Services in Service Manager with request catalog items pertaining to raising projects - something like this: Against these options the business process engine will create a request in Service Manager, and in this process you can define the creation of a new project in Project Manager. A typical use case would be for the project request to be reviewed and approved by the business before the project is raised automatically using the Integration Call option in the Hornbill iBridge. Read more about the Project Manager iBridge Options here on the wiki: https://wiki.hornbill.com/index.php/Hornbill_Integration_Bridge As with any iBridge option you can use the variable picker to insert variables from the progressive capture questions, request details into the newly created project, and or you can invoke predefined project templates when using the integration call. https://wiki.hornbill.com/index.php/Project_Templates The iBridge options also allow the following: * Create, Update, Remove or Get information about Project Milestones * Create, Update, Remove or Get information about Project Costs * Create, Update, Remove or Get information about Project Risks * Create, Update or Remove Project Stakeholders Hope this helps Steve
  15. 4 points
    As the year is drawing to a close and the magical Christmas day is only a weekend away, we are now looking back at the year that passed and oh, my! ... What an amazing year it has been! Many exciting things have happened. We created many amazing and innovative things. It was a journey well worth it! But, but... Nothing of this amazing Hornbill journey could have been possible if it wasn't for, our most valued asset... YOU! All of our customers are amazing (I keep repeating this word but I can't find anything worthy to match it). It has been an absolute pleasure to have you on board with us! It hasn't always been a smooth ride, sometimes the road was bumpy and sometimes we hit a few roadblocks… But with you on our side, we got past any challenge we faced… Together! We have many, many fantastic and amazing things in the year to come so everyone, please put your seatbelt on (health and safety first!) and get ready to boldly go where no one has gone before! We at Hornbill wish you a "supercalifragilisticexpialidocious" Christmas time for you, your family and loved ones! May Father Christmas make all your wishes come true! Now... if I can only find where I put my G&T glass...
  16. 4 points
    I wanted to post a quick update on the progress of scheduled reports. We have been doing a lot of work in this area and have been looking at how we make this do some really useful things. There are a number of things we have had to develop in order to pull this together. Scheduling - we built a set of API's and system functions to support generic scheduling, we initially used this for scheduled tasks, this is now also being used to drive scheduled reports Presentation - we have re-styled all report output and have implemented PDF output, we will be replacing the HTML output with PDF output as the standard, this makes the report presentation consistent and portable on all platforms including mobile. Delivery - our current implementation of report delivery will be via Document Manager, not email. We have taking this decision as we want to facilitate other functions and capabilities, specifically we want to enable mobile delivery and report schedule history as well as collaboration of course. We are still rounding out some of the finer technical points but I am pleased to say that all of the technical problems have been solved so we have something working and I hope to have this in preview/beta in the next 2-3 weeks all being well. Gerry
  17. 4 points
    Hi @Darren Rose @samwoo Just a quick update on this, we are currently working on a knowledge story to introduce dynamic knowledge in progressive capture - so basically as your analysts and customers are filling int their progressive capture forms, they will (non intrusively) be presented with relevant knowledge (in the form of FAQ's, requests, known issues etc). As part of this story we have improved the search query, and also applied this to the general search query used in the portals. So once the knowledge story is released, your users will get two things: 1. Dynamic knowledge during the progressive capture logging process (hopefully cutting down further on the amount of tickets which need to be raised) 2. Multi word search matching, irrespective of order or position in documents, so using the original example a search for Holiday Approval would look for matches on Holiday Approval, Holiday or Approval and return matches against all of these. Sneak preview of the NEW progressive capture search below, obviously the look and feel is subject to change before release: This work is currently ongoing but watch out for the release notes in the Service Manager updates in the coming weeks Steve
  18. 4 points
    Hi @James Ainsworth, We now have the option to change the refresh rate in Service Manager which i presume is on the back of this development action and was included in the latest release - this is very useful so thankyou for completing this item! Cheers, Tom
  19. 4 points
    Here is what you can expect from the new Service Details node:
  20. 4 points
    When you send the presentations out, feel free to miss off the video of me ...
  21. 4 points
    @Joyce, If you are using Google Chrome, you can download the Fireshot extension - https://chrome.google.com/webstore/detail/take-webpage-screenshots/mcbpblocgmgfnpjjppndjkmgjaogfceg?hl=en (or any other extension that allows you to take a screenshot of a full website. This takes a screenshot of the entire webpage, and allows you to save it to a pdf. Hope this gives you another possible solution? Thanks, Samuel
  22. 4 points
    We have been working on improving the navigation of our UI. For those of you familiar with Hornbill you will know that every time you install an App from the Hornbill App Store you will most likely get one or more icons appear down the left-hand navigation bar. The number of applications we have here at Hornbill has already reached the point where the left nav bar is no longer tenable and would probably require a scroll bar - yuck! So in anticipation of this expansion and taking inspiration from other modern cloud based business applications we have implemented an alternative navigation system which we think is a lot better and far more expandable in the future. We also believe many of you should already be familiar and comfortable with the general approach. Like all parts of Hornbill the implementation is responsive so works on all screen sizes and devices, adapting to an optimal layout depending on the devices screen size. You will see that the essence of the change is the left nav is no longer present, you need to click the top-left 3x3 to pop up the nav icons. The one question I anticipate is "what about the counter notifications", you will see that each icon that has active counters appears in the top nav pane growing right to left as more icons get notifications. Once the notifications are cleared the icons disappear from the top nav. At some point very soon you will see the option to try out the new navigation scheme, and as always you have a time window to try out the new navigation and make suggestions and/or provide feedback here while we evolve the implementation, you can switch between the new and old navigation scheme as you see fit. Our dev teams love to have feedback and input from our community, it inspires them to do more and go the extra mile so please get involved, have a play and post comments and feedback here. Gerry
  23. 4 points
    All, Further update, this new feature has been implemented and is now working. As I mentioned above my biggest concern with this is how one maps input and output data to web calls, really the only flexible way to do that is with code and we specifically do not want our customers to have to "code" inside the BPM, because not only does that make it more complicated for less technical people but it makes it more difficult for us to guarantee customisations will keep on working. We are rolling this out as an experimental feature in order to solicit feedback and suggestions so keep in mind this behaviour may change or might even be replaced with something more rounded in the future. Here is the latest screenshot This will be available in the next platform build 2693 (or higher) which will be some time before the end of next week. If you want to use it you will need to enable the experimental flag in the advanced settings, just search for "WebCall" and you should find it. Gerry
  24. 4 points
    Paul In Admin>Manage Portal>Portal Account>customer, do you have both 'Hornbill Authorised Guest' and 'Service Manager Authorised Guest' roles? Cheers Martyn
  25. 3 points
    This may have been asked for before.... So we want to use the knowledge base features in Service Manager more extensively, for example when raising a new request can the FAQ 'solutions' be active so that we can select the solution and this resolves the request to the customer with the given information? Currently, the options are not working as designed as we can type in specific titles that match FAQ's exactly and they do not appear and if they do appear they are correct. Also when you get to the option of choosing a service these icons disappear, rather than showing you the service-specific FAQ's
  26. 3 points
    We have moved the Activities component to just below the Information panel. This should be available over the next few weeks in one of the upcoming Service Manager updates. Regards, James
  27. 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
  28. 3 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
  29. 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
  30. 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
  31. 3 points
    I was thinking about starting a monthly podcast to discuss Service Management topics. I think it would be great for the Hornbill Community to hear your views on industry news, emerging technologies, new practices and the challenges of Service Management and how they can be addressed. I've participated in a number of podcasts in the past, but they're usually hosted by vendors, industry analysts , or consultants. I think there's a real need to hear from practitioners and get their thoughts about our industry. We have a wealth of knowledge and experience within the Hornbill Community and we'd all benefit by sharing it. At this stage, I'd like to see whether any of you might be willing to get involved, either as a regular host, or just appearing as a guest. It would probably take no more than 45-60 mins of your time. If there's sufficient interest, I'll start thinking about the logistics of putting this together. If you're up for being a host, or a guest, please let me know, and if there's enough interest I'll put a rough framework together to kick things off.
  32. 3 points
    @Cizzling I will be sure to keep you informed also, I am hoping to pull together a small CRM focused working group to explore what areas we should be looking at with regards to external customer support. I will try to arrange a timeslot for an initial discussion on the topic an INSIGHTS 19 if you are able to come along. Thank you for your interest Gerry
  33. 3 points
    Hi, I just wanted to take 30s to say a big thank you to Hornbill's team for making such a "small" change that makes my colleagues' life 100% easier :) Keep these changes coming guys :) Thanks again for your efforts. It is good to see a number of "old" changes / improvements getting delivered in recent weeks. Have a nice X-Mas!
  34. 3 points
    Would be nice if we could have a widget for your current requests outstanding or something.?
  35. 3 points
    Once again, I really appreciate it - consider this one Solved! I think the forums need a Victor Signal...
  36. 3 points
  37. 3 points
  38. 3 points
    Good morning @alextumber @Steven Boardman @Gerry Firstly, I just thought I'd say that I ran a demo with our PMO team and IT director, and the feedback was extremely positive, so you're clearly on the right path, so thank you. It made my morning much easier than I expected I do have a few suggestions which I will post separately for tracking and convenience, but just I thought I'd share the positivity from the rest of the team here at VINCI Thanks darren
  39. 3 points
    @SJEaton sorry for the delayed reply, I am a bit late here ... but yes, it would be the same node logic for all other custom fields storing dates. For reference, in case someone else finds this thread and/or is interested in teh solution, this is how it was done (date format changed) via the BP using iBridge integration nodes: First, have an "Integration Call" node to convert the date value stored in a custom field (let's say Custom A): Second, have an "Update Request" node, for custom fields, which updates the same custom field (in our example Custom A) with the converted value (which is the response parameter from the Integration Call node): You should now have the converted value in your custom field!
  40. 3 points
    Hi @nasimg, Hope you're doing well. Just wanted to follow up on the ability to update multiple Requests through the Requests List - I am pleased to inform you that we have now completed implementing this enhancement. It will be available in the next 2 weeks - Please look out for this on the Release Notes for the Hornbill Service Manager app. Thanks, Ehsan
  41. 3 points
    Hi All, An additional output parameter called 'Linked Requests' has been added to the 'Get Request Information' bpm node. This parameter will give you a total count of linked requests to the request your business process is running against. If there are no linked requests, the parameter will return 0 so a value will always be returned. This will be available in our next Service Manager update. Alex
  42. 3 points
    Hi David, We are currently looking at a session for customers where we will be announcing some interesting and possibly exciting new stuff relating to Hornbill Service Manager and the Hornbill Platform. We are still bottoming out the content but it will not be in the format of our HUG meetings, more of an education day with some real-world live examples. Such a day is long overdue and I am keen to gauge interest and suggested topics, your post is a good starting point for that conversation. So everyone, please weigh in and let us know what content you would like to see featured. Gerry P.S. Good to see you guys have made the switch, welcome and thank you.
  43. 3 points
    Hi @Everton1878 @Terje Mognes There will be a new Automated Task node option added to allow for changing the status of the Service linked to the request. This will allow you to automate the changing of the Status when a new issue is identified, and for you to ensure that it is reset to either No Status or Available once the issue is resolved / closed. As this will be a new node option you can include this where ever you need in your processes. This will be available in either the next or following Service Manager updates, so expect to see this available in the next couple of weeks, be sure to check the release notes for these update. We are still investigating the options around the publishing / un-publishing options. Steve
  44. 3 points
    This is also constantly mentioned here. The main issues with the portal are: 1. Main image size - It takes up way too much of the screen 2. Icon size - Only three icons per row is very limiting 3. Icon Size 2 - Only allowing 6 icons before showing "more services" results in users not noticing the "more Services button and raising issues against the wrong service. 4. Icon Ordering - Only listing these alphabetically often means that the more common services are towards the bottom i.e. User Access, which in turn again results in users using the wrong service.
  45. 3 points
    Hi @Tonyo @jbrown @Kelvin @Michael Sharp @Tina.Lapere @Ralf Peters An update on where we are with the introduction of the scheduling of automated re-occurring activities. We are looking to have this available in the next 4-6 weeks (subject to any unexpected challenges / issues etc). Just to clarify this will be providing the ability to configure the scheduling for the reoccurrence of the activities functionality of Hornbill, not the scheduling of Incidents, Changes etc. Morning checks, and regular maintenance etc would fall under the activities umbrella compared to break / fix (Incident) or Request Fulfilment (Service Requests) etc, and the introduction of this will now provide the ability for these activities to be automated and not reliant on the manual use of the follow up options which are currently available. Once this is released i will post back here and make all aware. In the meantime if there are any urgent requirements to automate the creation of activities or in fact Incidents / Service Requests etc, we have provided an API Scheduler Utility which will allow you to define a schedule for the creation of activities and requests through our API's, in fact this can be used to schedule any of the Hornbill API's. This will involve some more advanced understanding of our API's and how to structure / define there Params but maybe something you wish to explore. More information about this utility and where you can download it etc are available on the wiki here: https://wiki.hornbill.com/index.php/API_Scheduler In the case of activities, this utility will allow you to define all of the parameters such as title, category, owner, outcomes, due dates etc and schedule the creation of these say hourly, or daily at specific times, once a year etc. In the case of requests, the utility will allow you to define Summary, Description, Source, Owner, Customer, Priority etc parameters. You can also define the Service which it will be raised against, which will allow you to then automatically spawn the Business Process linked to the Service of the Request type, and this can be used to manage more advanced routing requirements, use of service level timers, suspend operations, task creation etc against the requests raised through this utility. This utility utilises API Keys, and these can be created via the admin tool and via the User Accounts you wish to use, under System > Organisation Data > Users I hope this helps clarify where we currently are. Thanks Steve
  46. 3 points
    Hi @Lyonel @Melissa Gurney @Ralf Peters @Kelvin @Martyn Houghton To Update you on this topic there have been a couple of changes now which will improve the behaviour of Progressive Capture and issues like the skipping of forms. 1. On custom forms there is now a Never Skip option which can be set to True, this will ensure the custom form is not skipped when progressive through the Progressive Capture flow or when switching from one progressive capture to another (typically when using the Services Details Form, and selecting a Catalog Item and switching to the Progressive Capture linked to that item). The behaviour here was to evaluate which forms where used in the original progressive capture, and needed to be loaded again, and where the progressive capture should stop in the second progressive capture flow. Contributing factors to the skipping issues included the marking of custom questions as mandatory, but the use of a default value, or using a date type question, and setting the date to 'Today'. Both of these resulted in the progressive capture assuming that an answer had been provided and skipping the form (this was not the only cause). 2. The Above behaviour came about due to the need to evaluate and calculate which forms to skip typically when moving from or replacing one progressive capture form with another (when choosing a request catalog item typically). To remove the skipping issue, we have introduced a new Switch Process node into the Progressive Capture designer. When configured and used, this will now not replace one progressive capture with another, and have to calculate which forms to skip, but instead it will continue from the initial progressive capture smoothly into the next progressive capture, typically when choosing a request catalog item from the Service Details PC form. * There is no form of evaluation requried when continuing from one PC to the next to decide if forms need to be skipped (so the new Never Skip flag on custom forms is not needed in this case). * When moving from one PC to the next PC, any PC forms already used in the first PC will simply be ignored in the PC you move too. * There is no need to have the same PC form in both PC's - for example the Customer Search PC form, however if it does exist in both it will simply be ignored * Because with this approach you will not be replacing one PC with another PC, the right hand side UI in progressive capture will not be jumpy * It will be possible to return to the Services Details PC form once a Catalog item has been chosen, and for the user to change which catalog item they wish to use (this was not possible with the previous behaviour and swapping Progressive Capture's). * Using the new Switch Process node will require the analysts to click Next when choosing a catalog item from the Service Details form. I have created a short video to better show some of the existing challenges, and how the new Never Skip option and the Switch Process nodes can be used, how they are configured and the improvements they will bring. In addition there is more information on the wiki here about both new features. https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow#Switch_Process Finally we have one additional change we will be looking to introduce soon which will allow you to choose if you wish to enforce the selection of a catalog item from the Services Details PC from rather than allowing the selection of the parent service. This will be an optional setting and once this change is available we will update this post. I hope this information is useful and addresses the issues you have reported. Thanks Steve
  47. 3 points
    Hello @James Ainsworth and all, Bulletin that does not relate to a Service An example: This is a replacement for the Main Portal text... but as you can see this does not relate to a Service but the Portal as a whole. There could be various other use for it. I just didn't want to have to use the Main Portal text for this, but had no choice as it will be the first thing a user will see when opening to Portal. If there were an option to include Bulletins that does not related to a Service, then the option to change the ordering of the Bulletin (such as to be able to show the bulletin first before the main portal text) would be great Bulletins query I've had to replace the main Portal text with the above as it will be the first thing that users will see. However it would be good to improve it so that users still see the main Portal Text (which I've changed to the above for now) as well as a way to show a bit of text to indicate what the next Bulletin will be (maybe at the bottom right). I've been to quite a few customers who didn't even know that the bulletins changes... they've read it then scroll down pretty quickly before it has changed to the next one. They were actually surprised when I showed them. They asked if there could be more of a visual indicator aside from the arrows and circle at the bottom I said I'll just have to ask Bulletin Formatting issue If I add a Bulletin to a Service that main portal text changes (this issue also affects additional bulletins added). It's colour is changed to white It doesn't fit in the Bulletin properly If I resize the window the majority of the text is unreadable. Not good for people with lower resolution or larger font size As you can see from the example below... compared to the bulletin above the window was resized slightly smaller (size is indicated by comparing the two images on this post) and it looks like this: Hiding the bulletin text and transparent overlay Where we've been having issues with the Bulletin above, I've experimented by creating one in GIMP then I uploaded the image. When I went to apply it to a service it stated that the name and description is mandatory... So I added " - " to both fields. It looks like this: Whilst I think it looks really nice (and it scales well as the image remains centred to the div) it would be nice to not have the transparent overlay and the Name and Description of the Bulletin visible. Just to note that adding this bulletin affected the text and text colour of the other bulletins / main portal text the same as it did in the second image above. Sorry for so much text in a single post - hope I makes sense. Thanks, Samuel
  48. 3 points
    Tina We do this by including the following in the footer of our main request template. Service Desk portal web address https://customer.hornbill.com/idoxsd/servicemanager/request/view/{{.H_pk_reference}} to access your request online. You should just be able to replace the proceeding URL with the URL to your service or customer portal. Cheers Martyn
  49. 3 points
    You probably want to join in with this discussion!
  50. 3 points
    Hello Gerry, Fantastic post! I am also glad I raised it as an awareness for others, it's a shame the formatting for this topic doesn't work. I will relay this information to the relevant people in my organisation as i am keen to show them the amazing service that you provide and will continue to provide. Many thanks, Samuel
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