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  1. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      83

    • Content Count

      2,464


  2. Victor

    Victor

    Administrators


    • Points

      77

    • Content Count

      3,851


  3. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      59

    • Content Count

      1,574


  4. Steve G

    Steve G

    Hornbill Developer


    • Points

      52

    • Content Count

      268



Popular Content

Showing content with the highest reputation since 01/30/2019 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. 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.
  3. 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.
  4. 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
  5. 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
  6. 3 points
    Hi, Just voted for the 25th - unfortunately, I'm up north on the 17th and 18th, so couldn't attend in person on those dates, but could take part in a call.
  7. 3 points
    @Patrick Bolger Is it worth adding an option to the vote for people to indicate that they would like to attend but are not able to make any of the proposed dates? Least that way you will have an idea of interest as well. Cheers Martyn
  8. 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
  9. 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
  10. 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
  11. 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
  12. 3 points
    @Keith @Lyonel @Darren Rose the latest Project Manager update now includes the ability to use custom fields. This uses the same form designer you will be familiar with from Service Manager and other apps. As such you can add your custom fields, choose, control types, validation, drag and drop between sections etc etc. We have updated the details section, and if you have the form designer role you will see the option to manage the fields and add new. We have started with 5 of each of the following type - Text, Varchar, Date/Time and Integer but can assess and increase as needed. Any custom fields you add will be global across all projects There are also 3 additional default fields (Business Benefit, Reasons and Lessons learnt) which are in the details section but just not visible by default. Hope this helps
  13. 3 points
    Hello, I would like to request a feature to add on to the existing co-workers region where staff can specify what skills they have and how proficient they are in each skill, follow by the ability to search a skill and bring up a list of employees that has it. I dont expect this to be feature-heavy and have any other functionality (though possibily something for the future). A new tab in the Co-Workers region titled "Skills" Co-Workers can update it if they want to either via Hornbill or via the Portal Applies to Basic and User accounts Adding skills should work like document tags The ability to set their skill level for a skill (low, medium, high for example) The ability for a "User" to be able to search for a skill and return a list of people that has it (and it should also show their availability) Ability to have a "Skills" cloud, like document tags cloud where we can visualize the skills and maybe to help identify where additional training may be required. I hope this is a simple one to implement, and may go hand-in-hand with Holiday Manager and Round-Robin functionalities down the road. Thanks, Samuel Cc:@Aaron Summers
  14. 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
  15. 2 points
    @Jeremy Yeah that makes sense, I've added a new output parameter to both the Sheets operations that will contain the row number that has been updated/appended. I've just released them to live, so your instance should have the updates in the next 5 minutes. Let me know how you get on with this. Cheers, Steve
  16. 2 points
    Our development team has been hard at work since we first launched Project Manager in February 2018, 18 months on and lots of new features and areas of functionality have been added with lots more still to come. If you already have Project Manager or are looking to subscribe and would like to know more our next Live Product Demo is taking place where you can see the product and ask questions: Join Hornbill's Solution Specialist for a webinar offering a live overview of the Hornbill Project Management Solution, a native cloud service, offering a simpler and more intuitive way for Project teams to adopt and deploy best practice, with a shorter time to value. During the live webinar, we will explore the following Project Management Features: Program Management RAG Status Reports Risks, Assumptions, Issues and Dependencies The ability to raise Projects from Templates Project Milestones Task Management within Project Project Resourcing Cost Management GANTT Views Register Now
  17. 2 points
    Hi @Lauren, Thanks for your post. TImesheet Manager is currently undergoing a major restructure. We are hoping to be able to share the new update with all of our customers in the very near future. Many things have changed, including the way categories are managed. Alex
  18. 2 points
    @Alisha - I would go with @Keith's advice however I would say to be aware of the following: having multiple wildcards in a LIKE expression is not 100% fail proof, for what you are trying to achieve. You could have an expression as: subject LIKE '%Priority%1%' which can catch expression such as "Priority(1)", "Priority 1", "Priority: 1", "Priority Level 1", etc. However it can also catch expression such as "Priority 9 for user 1", "Priority 91", etc. As you can see, judging the expression the latter examples, the emails are intended as Priority 9 but they will match a Priority 1 criteria if built like that. The best solution is to actually ensure that the emails are sent using a set pattern such a "Priority: N" without any deviations. This would only be possible though if you can control the source of these emails...
  19. 2 points
    I haven't tried this but assume you can use something like this in your mail routings: subject LIKE 'Priority%1' OR subject LIKE '%Priority%1%' I don't think theres a limit to how many '%' you can use. This just represents 0 or more characters. Regards Keith
  20. 2 points
    @dwalby have you taken a look at the add to change calendar business process options? This will allow you to ask the questions re start / end dates / times in progressive capture and then add them to the change calendar using the Variable option on the business process node below. Hope that helps Steve
  21. 2 points
    Hi @Giuseppe Iannacone, You can manage cancellation reasons via Simple Lists in the Admin Tool. Here's a shortcut to cancellationReasons Simple List (Please edit [YOUR INSTANCE ID] in the URL): https://admin.hornbill.com/[YOUR INSTANCE ID]/app/com.hornbill.servicemanager/simplelists/CancellationReasons/ Ehsan
  22. 2 points
    More than happy to get involved in this, great shout!
  23. 2 points
    If you add a date/time selector there is a "Enable date range selection" that allows you to set a first and last possible choice.
  24. 2 points
    @Darren Rose yes this one will be changing very soon as we introduce a whole load of new functionality around dependant tasks. Alex
  25. 2 points
    Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
  26. 2 points
    Hello Everyone, The latest build of Service Manager (1550) has been released to live. What's New KE00156494 - Additional custom fields (Custom 31 to 40) for each Request type What's Fixed Asset picker in progressive capture fails if the system has more assets than the max query limit PM00156581 - Connection tab on Service fails to load after setting change request values and revisiting tab PM00156576 - Software Product ID displayed instead of Asset Financial Product ID
  27. 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
  28. 2 points
    Hello Everyone, The latest build of Service Manager (1548) has been released to live. What's New CH00146368 - Connections of a Request can now view the Request within the Employee Portal. This can be enabled via 'Connections' tab in 'Request Config' tab of a Service. CH00141341 - You can now notify a Request's customer on Timeline updates with 'Customer' visibility. This can be enabled via 'Update' action in 'Request Config' tab of a Service. CH00154011 - Custom columns are now available as conditions when configuring Views in the Requests List. - See more on the Wiki. CH00156123 - New iteration of Service Manager Reports. Filtering options in Custom Reports have been extended to match the conditions available in Views. We have provided an option to group the results list in a Custom Report. The charts in Reports have been updated to improve their look and feel. - Refer to 'Service Manager Reports' section on the Wiki page. CH00150397 - Classes within Asset Management have been enhanced to include new attributes. - See more on the Wiki. Customer's email address is now available as a variable when configuring Snippets. What's Changed CH00153223 - More options available when searching for Assets in Progressive Capture. You can also set a default search criteria when configuring the form. CH00154011 - Charts in a user's Dashboard have been updated to improve the look and feel. What's Fixed PM00155858 - Images would not always load when viewing FAQs in the Portal. PM00155972 - Some users reported that they were unable to create Assets. PM00155911 - Date/Time attributes in a Change Request are now formatted based on user's Regional Settings. PM00156260 - Progressive Capture Service Details form validation would fail if both Service and Catalog selections were mandatory
  29. 2 points
    @Ann-MarieHolloway - yeah, unfortunately the Cloudflare issue affected internet connections in general so most of the internet websites could not be accessed for that time. In regards to Hornbill, visitor access to Hornbill Status page is not done via Cloudflare and should always be accessible.
  30. 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
  31. 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
  32. 2 points
    @Keith Just drafting a blog post around Insights 19 now, When published i will post a link here. Kind Regards Trevor Killick
  33. 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.
  34. 2 points
    @Daniel Dekel Thanks, using the overlap behind content option has got us back to how it was. Cheers Martyn
  35. 2 points
    @HHH @Martyn Houghton we have raised a story to add the timezone as an option. Once this is scheduled and progresses we will post back here.
  36. 2 points
    @HGrigsby @mojahidm @samwoo @Claire Holtham @Martyn Houghton the Service Manager update today included an upgrade to Font Awesome 5 and the extra icon options which James mentioned above.
  37. 2 points
    @Jeremy @Ann-MarieHolloway @Patrick Walker @HGrigsby 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
  38. 2 points
    Hi Aaron, Yes, the primary purpose of the Member feature is about visibility and access. Team members and other teams that support the service will already have access to the request and can view, collaborate and follow within the request timeline. The Member feature is often used to invite individuals that are not in the team or support the service, to grant them access to the request without having to give them access to the entire queue. The member feature also works well when there is a 1st line group that only manage the initial capturing of a request and they reassign to the teams the will facilitate the request. They can automatically become a member and therefore monitor the progress of the request, even though it is with a team that they are not a member of themselves. Hope that helps. James
  39. 2 points
    @Adrian Simpkins and @Steven Cotterell I've added you to the change that is in our backlog.
  40. 2 points
    Hi @Ann-MarieJones in the current self service configuration it is not possible to change the default view i'm afraid - the user will default to their Favourite services (those which they perhaps use most often and as such want presenting on the landing page. We are enhancing self service to better accommodate the services of different business functions and at INSIGHTS19 we will be able to give you a lot more information on this See you there
  41. 2 points
    @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
  42. 2 points
    Issue resolved thanks to @TrevorKillick !! Problem was with the credential used: Instance URL needs to be full URL (https://eurapi.hornbill.com/<instance>)
  43. 2 points
    Hi @samwoo Thanks for your post. This is something that we have been looking at for some time now. Still a lot for us to consider, so there is no time frame at the moment, but I did want to let you know that this something on our radar. Regards, James
  44. 2 points
    Hi @HHH, The custom field input within the Jira integrations only support fields of type string and number currently, array-type custom fields are not supported. I'll raise this and see if there's anything we can do to provide support for array-type custom fields. Cheers, Steve
  45. 2 points
    Hello @Martyn Houghton Yes, I would love to have more structured talks around the customer portal. One of the things we have recognized in our own approach is internal portal is a very different thing to an external portal, while internal needs to be geared towards employee experience, external needs to be geared to Customer Experience, the needs of these two sets of requirements are actually very different and that's why we struggled with a single codebase. For the external customer portal we see this being much more aligned with Customer Manager, and more neatly fits into the CRM category of software functions, this is where we ultimately see our focus, and this is something we are in the process of bringing into our product thinking. There are a few customers, yourself included who would really benefit from this focus and I am committed to driving this forwards. We can certainly organize a session to talk about it, but I would love you to be more involved in this during 2019 and beyond as we expand our thinking and feature set in this direction. Gerry
  46. 2 points
    Join us at INSIGHTS 19 for two days of learning, inspiring ideas, future insights and networking with your peers, industry experts, and like-minded individuals. Learn how people just like you are transforming their organizations with digital initiatives, enhancing employee and customer experiences and making life at work better for everyone. Our theme this year is centred around the fast pace of technology and IT where Change is the new normal. How has your business changed in the last year? Have you migrated internal systems to the cloud? Have your employee and customer-facing interactions been digitized? Maybe your most powerful competitor is a company that didn’t even exist two years ago. For more details Click Here
  47. 2 points
    @Joyce @Darren Rose as a first step towards this we have added an Updated By field to the reports view, so you will be able to see who made the last update and when. This will be available with the next admin console update
  48. 2 points
    @Martyn Houghton - don't think there is much documentation on this (might be wrong tho)... I'll ask internally and will get back to you
  49. 2 points
    Moved this topic to "General Non_product Discussion". Although not entirely true, it did not belong to Timesheet Manager section and this was the most appropriate section I could think of... ...maybe I need to create a section for it...
  50. 2 points
    @Victor You are truely the Hornbill Sith Lord! That's worked perfectly! @AlexTumber - Thanks for your help as well. You got me this far. Maybe the API could benefit from a more descriptive error message for idiots like me?
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