Jump to content

Leaderboard

Popular Content

Showing content with the highest reputation since 08/17/2021 in Posts

  1. @Berto2002, @nasimg, @Martyn Houghton, @Alisha, Just an update on this - We assessed the requirement and extended the Snippets feature to provide an option to make a snippet available on the Update action tab. The snippet can be used in the same manner as the Email and Resolution action tabs. This enhancement will be rolled out to all instances in the next 2-3 weeks. Ehsan
    6 points
  2. Hi All, The long awaited support for PCF versioning is now live. When your instance is updated during your server maintenance window it will automatically enable in the Administration tool. It works in the same way as BPM. The UI for publishing a PCF is practically the same. So now you will as normal edit the "draft" and when you want to release that draft you simply publish it. Again like BPM versioning you can de-activate/re-publish a specific version of your PCF. Cheers
    3 points
  3. All, Apologies for the inconvenience that this has caused. This was changed as part of the new Hornbill look & feel. We have now corrected the expansion issue, an automatic update will be applied to all instances in the next hour. Ehsan
    3 points
  4. Can we request a new additional Portfolio Status value for Service. At the moment when you set a Service to a portfolio status to 'Retired' the service is no longer visible on the portals or live user app, but also the customer can no longer search for or view their previous requests under the service by the historic URL link. Can we ask that a new 'Archived' status is added, which has the same impact on visibility of the service the portals/live user app, but the requests logged under the service are still included in the portal request search and historic request URL links. In the real world operation of the Service Catalog, there will be many service changes which will necessitate the 'archiving' of services, but it is important that co-workers/customers can still access their historic requests. Cheers Martn
    3 points
  5. Is there an update on this and the other enhancements around making Bulletins more useful? Cheers Martyn
    3 points
  6. Hello All, The PCF versioning work will be going live imminently. I believe a server build will go out tomorrow all being well. The admin tool that was released today has support for it and will automatically switch over when the instances get updated to next platform release. The versioning works just like the BPM, same sort of publishing form and you work on the draft and publish the draft when it is ready to go out etc. Cheers 7 FYI @Brhow @Martyn Houghton @AmyW @Alberto M @Carl Tovey @Alisha @Jeremy @HHH @Joanne @HGrigsby @Aaron Summers @Dan Munns @Lyonel
    3 points
  7. Hi all, Thanks for the feedback, we will look to add the ability to reorder the custom buttons in the near future - will update here when its released Thanks Trevor
    3 points
  8. Have you tried using the {{RequestLastActivity.H_content}} variable within the AnalystCustomerUpdateRequestNotification email template?
    3 points
  9. @Victor @Martyn Houghton I wanted to extend my thanks for your help with this...along with this post here I have been able to get my process working perfectly for us. Thank you
    2 points
  10. Hi Kevin, From what I understand, the Runbook option is not part of a standard subscription. I'll try and find out more about the licensing options. Regards, James
    2 points
  11. @Berto2002 I have flagged this enhancement request to the AND/OR condition with the team who manage the custom buttons.
    2 points
  12. Hi @Adrian Simpkins, We used this helpful idea of using a mandatory field with Regex validation as a workaround:
    2 points
  13. Enhancement Request: Catalog Item ID should be shown in the Service Portfolio. It's just a minor thing but useful for the dev backlog.
    2 points
  14. Hi @Steve Giller , @Berto2002 I agree with Berto - I would like snippets in the updates. The flexibility of the snippet means analysts can create custom responses on the fly (or use shared ones). Having snippets doesn't stop the automations you are talking about but for Berto's examples I think Snippets is a better fit. Nasim
    2 points
  15. Following the (2331) update yesterday, where you select an email and click on Apply, you get a preview window which enables you to remove unnecassary text + logos, etc. The email text window is now really small which makes it really difficult to read/amend before applying.
    2 points
  16. We are also seeing this making life very difficult for the analysts in applying emails to requests Please can this be fixed asap
    2 points
  17. Hey @Berto2002, The Field for user type is actually h_class It sits under h_sys_accounts, 1 = Full Licence and 3 = Basic. Very confusing right?, Hope this helps you! you should be able to still use the report that James supplied and just amend it slightly. H
    2 points
  18. Morning all, the old customer portals appear to have turned back on in our instance. Even with the Disable old portals set we are still able to reach the old portal. This is going to cause a lot of problems and confusion. Please look at ASAP.
    2 points
  19. Can we get the customer's text into the AnalystCustomerUpdateRequestNotification template, so when they update via the portal the analyst can see the actual update rather than just a notification "Request SR00757055 which was assigned to you has been updated by the customer."
    2 points
  20. @Jeremy As an alternative approach we use a mandatory field with a specific Regex validation on it, in essence they would need to know a specific value in order to be complete the form, to stop them from logging the request, but provides a way to allow them to log one in a special circumstances if we provide them with a code. Perhaps the answer is a End Node which does not spawn a BPM and sets it as closed? Cheers Martyn
    2 points
  21. +1 for us as well please. We would rather our customers only see the domain pages that we created.
    1 point
  22. @Berto2002 Please see the https://wiki.hornbill.com/index.php?title=Corporate_Service_Level_Agreements which makes reference to an FAQ with full details relating to expiry time configuration on business process nodes https://community.hornbill.com/topic/13775-setup-and-configure-timers-in-service-manager/
    1 point
  23. @Adam Toms, CORRECTION: The domains do not require a Trust between them for SIS to deploy and execute automations, as long as the Jobs are configured with the relevant Accounts for the target devices. Apologies for the mis leading information, wrote that statement without thinking Ricky
    1 point
  24. @Adrian Simpkins I THINK that this functionality is only made available when you have LINKED/JOINED tables in the report. We tend to add a join to any report, even if we're not going to use that 'other' table specifically so that we can rename the columns to something slightly easier to read!
    1 point
  25. @Adrian Simpkins you need aliases. See this:
    1 point
  26. Should be able to add filters for Show in User Library List and Show in Customer Portal Library List, and I can also add a filter to show only libraries you own, hopefully that will help. Adding a filter for a specific owner will be a bit more complex so may need to come at a later date if needed
    1 point
  27. @Martyn Houghton You are correct it is to do with the timesheet widget in the Right hand panel, thanks to your suggestion I have now been able to replicate and we look at creating a fix for this issue Thanks Trevor
    1 point
  28. @Berto2002 I believe this would require an enhancement, as the resolution category it a tiered list and you would also need to be able to 'seed' the tier it starts out if you have a large structure. This would be a +1 for us as well, as at the moment we have had to create a flat Simple List with the resolution profile codes for our different services which is used in the Human Task to gather the information and then use the subsequent node to update the Resolution Category. Cheers Martyn
    1 point
  29. Hi All, Just to jump on the snippet bandwagon I raised this exact request as an enhancement probably early last year. Having snippets in Updates will really assist our analysts. I know we can copy these from a notepad etc, but it just makes sense to offer this feature on the update node like it is already done on the emails and resolution nodes. Many thanks
    1 point
  30. Hi @Alisha Yes that's the the way I would suggest - though I appreciate it's a bit painstaking to create a widget per individual. I don't think a single SUM widget then grouped by multiple members would give you all of the grouped sums as well, so I think you would have to create a measure per member, then add them to the same chart. Kind Regards Bob
    1 point
  31. Hi @Alisha Unfortunately this widget is not suitable for the type of chart you require. This is a COUNT - which means it's finding a value, and counting the occurances of it. It doesn't add those together and display the result, it just shows the number of occurences - in this case, the number of timesheet entires. I don't think we have any particularly good grouped count to show this, but I'll see if there is a SQL statement that could potentially give you something for a list of data if that would potentially be suitable? Thanks Bob
    1 point
  32. I can't find that thread either - but I remember it being discussed so I'm sure someone will find the right search term! Is that advice to raise it completely outside of Hornbill, or to raise a different type of request - e.g. SR instead of IN, or an HR request instead of IT? If the latter you do now have the option of raising a Request from within the BPM so you could automate that step carrying over any relevant information and linking to the new Request before automatically closing the original.
    1 point
  33. And that is what is needed. Thank you. May I suggest some words on the Wiki to assist with this under the Conditions section? I guess since we have now started to look at these, if there are other 'nuances' on other fields that users might not think to use in the Conditions, these could be clarified too. I can now go ahead with my buttons.
    1 point
  34. @Martyn Houghton I have flagged this to the team again for you
    1 point
  35. Hi @Martyn Houghton, The Hornbill Export Tool uses: reporting:reportRun reporting:reportRunGetStatus reporting:reportRunDelete
    1 point
  36. At the moment when adding a document you can only share to People (aka Co-Workers). When dealing with large volumes of documents it is much easier to administer if permissions can be assigned by Group and Roles. This would also mirror the available options in Document Libraries. Cheers Martyn
    1 point
  37. #list Will appear as 1.list regardless of whether there is a space between the # and the following characters. [nowiki]# list[/nowiki] Will appear as [nowiki] which makes it one to avoid [nowiki] # list [/nowiki] Will appear as # list which is the format you'd need. You can also achieve this by putting a space before the # - but I'm not certain how reliable this is as certain areas (not all of which are under our control) may strip preceding whitespace.
    1 point
  38. Hi @Kevin Kennedy, The following wiki page should answer your questions: https://wiki.hornbill.com/index.php?title=XMLMC_API_Quickstart
    1 point
  39. @samwoo The problem is there is no perfect answer here to layouts, we either put the buttons on a separate row, or not, and in this case we opted not to to save vertical space. Knowing that the buttons can wrap / exceed the size of the screens, to some degree it is incumbent on you to be sensible with the number of buttons and size of the text on each button to ensure that in most use cases you will not see this problem. What we should do beyond that is limit the number of buttons and post that limit provide a "more" dropdown. The reason we do not do that is we would then start to add the complexity of having to order/prioritise, adapt for mobile and so on. We will look at other options, but our very best option at the moment that is universally applicable is to suggest applying common sense to the number and sizes of buttons you create Gerry
    1 point
  40. Thanks @Daniel Dekel, That's great. I'll take a look at that page I wasn't sure if the description field was WiKi - mark-up capable in the bulletins section. Thanks for your help with this. Kind Regards Adam
    1 point
  41. Hi @Martyn Houghton, We'll review this and let you know. Cheers, Daniel.
    1 point
  42. Hi @Adrian Simpkins I did check that setting and I've also double checked the settings in the 'newChange' PCF and it all looks ok - all other Change Requests (and any other requests come to that) seem to work fine - it's just this one that I'm trying to test at the moment! And yes, in our instance, we DO have a drop down to select what type of 'new request' you'd like. Isn't that something that you have? I don't know if these settings have any bearing on that? thanks...
    1 point
  43. @mojahidm In an upcoming release of the Service Manager application, which is expected within the next 3 weeks, the following will be true: The "Shared With Me" tab will be hidden from users without "Can manage snippets" application right. Users with "Can manage snippets" application right can edit and delete shared snippets.
    1 point
  44. @Alisha We're looking into this - as a workaround you can click on the "Customer" pane to open it up and jump back to that stage, use the link, then click on the pane that you have just left to get back to where you were.
    1 point
  45. We don't have a specific field for PAT test dates and their results. Using the translations you can rename fields. You could find a field that you don't use and you know that you have no other future use for that field. Is this something for a particular asset type, or is it something that you want on all assets?
    1 point
×
×
  • Create New...