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Showing content with the highest reputation since 09/18/2021 in Posts

  1. Hi Jeremy, We did used to support in the early days of BPM that but the UI was a bit finicky.. I will take another look. At the very least should be able to add a "copy condition" / "paste condition" button to the condition builder so you can at least copy condition, delete, recreate new link and then do paste condition. I will see how fluid UI behaves with drag dropping connections first and go from there. Cheers
    6 points
  2. I have been told to raise this by our SME as we are currently in the process of moving over our entire Knowledge base from Service Now into Hornbill FAQs. This has been, and continues to be, a painful process as we have over 1600 articles with assisting documents all being copied over by hand. So my main question is will the new Knowledge Management system be able to take the FAQ's with attached documents directly and import them? I am also interested in the way the new system will allow us to search for information. Currently the way this is done for Service Management is clunky and is not helping our Service Desk at all. I did ask if we could get a basic search outside of a request for Service Desk rather like the Portal but told you cannot do this due to all resources being on the new system. I would also like the ability to search in the editor to allow quick updates - Currently the only way to find a FAQ to update it is to put it into Alphabetical order and mouse over when you get near. A pain when you have a lot of articles starting with the same subject i.e Windows 10 as you can imaging. Even being able to move the display to show full titles would help. Then we come on to the timescales, when are we going to get a first look at the new system? Many thanks Tracey Edwards
    2 points
  3. What would be really nice would be able in the BPM and PCF (maybe) to be able to drag and drop decision lines from one decision to another. This would save a lot of time and also save from having to replicate some very complicated decisions.
    2 points
  4. Hi @Victor, That's been useful in some cases, but when you need an overall view for example of the Templates, it's not very viable. We have loads of email templates, of which I presume 90% are not used... so it's quite hard to gauge which ones are in used or not. @Paul Alexander, @Adrian Simpkins, @HGrigsby - I have quickly created a PowerShell function that you might find of use, will extract every single email template used in the BPM. Feel free to use / fork the code or make any suggestions if you like. https://github.com/WoodSam90/Hornbill---List-of-Email-Templates-in-Active-BPMs/blob/main/fnc_Get-HB-BPMEmailTemplates.ps1 @Victor - Am I'm allowed to publish my PowerShell function to a public GitHub which contains Hornbill API methods and services? I know of course not to publish any API keys or instance details. The dependency for the function requires the Hornbill related modules to be set up and the relevant XMLMC related variables to be configured before the function can run. #=================================================================== # Import relevant modules #=================================================================== Import-Module "HornbillAPI" Import-Module "HornbillHelpers" Import-Module "PSExcel" #=================================================================== # Enable TLS #=================================================================== [Net.ServicePointManager]::SecurityProtocol = "tls12, tls11, tls" #=================================================================== # Loop through functions folder and import them #=================================================================== #get-childitem "C:\Scripts\Hornbill\Functions\fnc*" -Recurse | ForEach-Object {. $_.FullName} #=================================================================== # Set up the credentials to the Hornbill instance #=================================================================== $hornbill_instanceName = "<instance name>" $hornbill_instanceZone = "eur" $hornbill_APIKey = "<api key>" #=================================================================== # Connect to the Hornbill instance #=================================================================== Set-HB-Instance -Instance $hornbill_instanceName -Zone $hornbill_instanceZone -Key $hornbill_APIKey -ErrorAction "Stop"
    2 points
  5. Hi @James Ainsworth @Steven Boardman, Is there any update on customers being able to add their own Connections please? We would like to use this when our Employee Portal goes live. Many thanks, Alisha
    2 points
  6. Hi @Paul Alexander, I will add it in. Cheers
    2 points
  7. Hi Mark, We have built in a process on the majority of our BPMs where once it moves to closed status, we send an initial email asking for feedback, then after 5 days if no feeedback received we then send a chaser - bpm is as below. Happy to talk through the configuration if required, although I can see you want to send a chaser for closure / feedback so I would presume you could insert this process prior to closure. Many thanks Adrian
    2 points
  8. We have a team in Hornbill that gets assigned requests where they don't know who should have the request and then they are reviewed and moved on. For training purposes we would like to know who to get a report of who is assigning the requests to this particular team. I have tried to create a report and I can identify the requests that have been assigned to that team using the table "H_itsm_request_team_assignment" however I cannot seem to find a field or table that can tell me who actually assigned it to the team in the first place. It is logged on our timeline of that request, is anyone able to help me?
    1 point
  9. +1 for having human tasks available in an Auto Task. Being able to input some information would be really useful.
    1 point
  10. Hi @samwoo, glad to hear that's resolved it! I'll feed our thoughts back to the Product Team to see if the options can be adjusted to make the requirement for a "From Status" more obvious. Dan
    1 point
  11. Hi Samuel, thanks for your post. Whenever I use the suspend wait for status change node I always set a "From Status". This is something I've always done but I do acknowledge that the "From Status" is not mandatory, maybe that's a question for the Product Team. Have you tried setting this? Looking at your design, I assume that at the point it suspends the request will be have a status of "open" in which case this is what you should specify as your "From Status". On a side note, I assume the status of the request is a relevant factor in your process design? If you're just waiting for an expiry time there is a specific node for that called "Await Expiry". I hope that helps, Dan
    1 point
  12. If you have no need for an (in the above example) Incident to be raised against the Service that should work fine.
    1 point
  13. I use the Quick Links widget, where the link is directed straight to my Feedback catalogue item, works well for what we need:
    1 point
  14. Good morning, I was wondering if it is possible to capture the details of the person who triggered an Autotask or Lifecycle process? If not, can this be added? This will be useful when it comes to using Cloud Automations to capture the details of the person who triggered the action, or for capturing additional details on timelines. Thanks, Samuel
    1 point
  15. We have feedback form in the Employee Portal and we direct people there to fill in the form, the resulting request then auto closes and places data into custom fields so that we can report on certain things specifically then we use the questions section of the database to report on more extensively. We have a mixture of separate services for feedback if it's generic and some is relating to teams/services that have their own Service so we place the feedback into there as a CI. We have played around with the inbuilt feedback within Service Manager but this does not give us the level of flexibility of questions and reporting that we need. I hope that this helps in someway....... happy to talk to people about it if they wanted.
    1 point
  16. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
    1 point
  17. This feature is now available in Service Manager as of build 2368
    1 point
  18. I believe some Customers have created widgets that are direct links to Services/CIs which might give the separation you're after, but I'll let them jump in here if that's the case.
    1 point
  19. Hi Adrian Assuming you are using the "Authorisation" node in the workflow then Hornbill Automations->Get Request Information->Authorisation would only work if you also have the "Authorisation Decision -> Approved" and "Authorisation Decision -> Rejected" after the authorisation... these two nodes are the ones that actually set the value for "Hornbill Automations->Get Request Information->Authorisation". Without this the value would be 0 (zero). The way I see this work is a decision node right after authorisation (which is in essence a human or manual task). If outcome == authorise/accept then continue with "Authorisation Decision -> Approved" which then sets the value for Hornbill Automations->Get Request Information->Authorisation as 1. If outcome == reject/refuse then continue with "Authorisation Decision -> Rejected" which then sets the value for Hornbill Automations->Get Request Information->Authorisation as 2. With the above in mind, if the node is set with expire and it does expire then the value for Hornbill Automations->Get Request Information->Authorisation will remain 0 (zero). Note there is also the option for the tentative authorisation, but I don't see you using that so I am not covering this option
    1 point
  20. I have adopted a similar approach. The button only appears when there is a specific value in a custom field for a given Request Type. I have workflow that sets the value to "Offline" at a set stage of the process. My custom button only shows when that is the case. The Autotask of that Custom button sets the value to "CAB". Then, when the workflow gets to another point it looks to see if "CAB" is in that custom field; if so it diverts. If any other value (including Offline) is in the custom it proceeds as normal. This gives the effect that the button only shows for a brief period but it it is used in that period it disappears as soon as it is used. This enables our Change Manager to send a CR to CAB during it's offline approvals even if a previous decision was made that it doesn't need CAB.
    1 point
  21. Hi @AndyG, I upload each image as needed using the image button, and selecting it from my machine, see below: I've done this on a couple now, where I've added or replaced an image and it then causes the FAQ to not become visible to people, even though it is published and visible to the relevant audiences. I'll give it another go, and will post an update shortly. I've a job already logged with Hornbill Support, so will send the HTML link to the FAQ's I've got problem with via e-mail to the job, so you can see it there too. Thanks Emily
    1 point
  22. @Alisha I think: datetimecol >= CURRENT_DATE() + INTERVAL -7 DAY should do it. You can't just add '7' to a date - how would it know it was days, not months or years?
    1 point
  23. @Paul Alexander I meant the bordered table like a wrapper for your table... so basically this: <table border="1"> <tr><td> <table> <tr> <th>Firstname</th> <th>Lastname</th> <th>Age</th> </tr> <tr> <td>Jill</td> <td>Smith</td> <td>50</td> </tr> <tr> <td>Eve</td> <td>Jackson</td> <td>94</td> </tr> <tr> <td>John</td> <td>Doe</td> <td>80</td> </tr> </table> </td></tr> <table> If you don't like how the border="1" looks like you can do a style inside the table tag, like this: <table style="border: 1px solid black"> which makes the border more thin...
    1 point
  24. I have a chase button and a create master which I would ideally like only available to our Service Desk. I dont belive this is possible now but making it so would give a lot more functionality for me.
    1 point
  25. This issue has now been resolved, apologies for all the inconveniences caused.
    1 point
  26. @James Ainsworth, are there news about this?
    1 point
  27. Hi @HGrigsby, That is a static string, so it would be changed using the typical translation using the translation mode. If you have translation rights you should be able to "Start the translation mode" from the user menu (top right) and then right click on the desired string you want to translate (Documents) Hope this helps. Regards, Daniel.
    1 point
  28. Hi Alisha, We have completed work on some new Business Automations that will allow you to create assets within a BPM workflow. Documentation is already on the wiki, located here. It is possible that this will be available to you by the beginning of next week. Regards, James
    1 point
  29. Hi Adrian, We are using the Assets form in the capture, which is fine when the analysts are logging the request as they can link the relevant third party asset. However, if the customer logs the request we haven't used the form - we wouldn't expect them to link third party assets to the request. We would prefer if this could be done automatically via the Business Process. Many thanks, Alisha
    1 point
  30. I can display the tooltip in the dialog if no label is present so that it will be easier to see in what the button is in this popup, will add this for next core release
    1 point
  31. Hi @Sam P, This is intentional. The description displayed in the list of the Catalog Item is a minimized short description. The fully formatted description is displayed when you click on the item itself. The reason for that is because the description can include WiKi text and that can include many line breaks, big and small fonts and images. All that is converted to text to allow showing the most in such small space in the list (only two lines). Hope it makes sense, Regards, Daniel.
    1 point
  32. 1 point
  33. Hi Steve, This issue is now fixed as the setting is now off - however I was sure this was set to on previously. When viewing the setting the text below seems to indicate it needs to be on to work, rather than off: app.request.allowResolveCloseWithoutAnalyst : this indicates if turned on this will allow resolution without analystThis setting prevents resolving or closing a Request that does not have an owner. This setting is not enforced in Business Processes. : this text seems to indicate if this is on it prevents resolution without an owner. I am almost 100% sure this was always On which is why I was confused as to why I was seeing resolved requests without an owner this week. I certainly would have picked up this issue before this week if this was always the way this setting worked. However, I have been working on collating global settings into a document this week so it is possible I may have clicked this setting to On in error when working on this document - Ill be honest and say I cant recall ! Either way all fixed now - thanks
    1 point
  34. Hi, The right hand panel on the document details page should show who has locked the file, only they will be able to unlock it, however the it should be possible to download the document even if it has been locked. Thanks Trevor
    1 point
  35. After noon @Steve Giller The admin function is now available, thanks for your speedy reply and fix
    1 point
  36. @Victor fair enough, I configured this initially in June 2019.... I Just had to copy the URL from Hornbill and paste here..
    1 point
  37. We're working on a fix for this, in the meantime if you add reporting/ to the URL you can still access the tool.
    1 point
  38. This is now fixed in latest Core UI update: Formatting/Line breaks are not respected on external authorisation emails
    1 point
  39. @Adrian Simpkins Are you seeing requests that are allowing you to perform the Resolve action while they don't have an Owner, or are you seeing Requests in a Resolved state that don't have an Owner? If the latter, the "This setting is not enforced in Business Processes" part of the description may be coming into play, and the BP is resolving the requests.
    1 point
  40. @sprasad this was created under Configuration Manager section. Configuration Manager is a functionality for assets. For better visibility, as you suggested, this should have been raised in Service Manager (since we are discussing functionality for raising requests). I have moved this there now.
    1 point
  41. Hi @Mark (ESC), You should be able to run the script with the -forcerun parameter - that should close off the old log. Another issue might be that the API key has expired, you might want to double-check that - as well as perhaps the local log file.
    1 point
  42. Hi Is there any update on being able to reorder FAQ's please? Not wanting to sound like I'm whining or anything, but this HAS been open for over 3 years now and there hasn't been ANY movement on being able to change, sort of filter faq's at all. This is definitely one of the most asked for 'things' from our Portal users.... thanks
    1 point
  43. Hi Alisha, Thanks for your post. We are looking to provide a new FAQ widget. Hopefully not too far away. Providing a way to allow user to edit and configure the Service Pages is a much bigger task and nothing planned for this at the moment. It can always be helpful to us to understand what you are trying to achieve, so any additional information on your goals with these pages would always be welcome. Regards, James
    1 point
  44. I will join in on this and +1 it - would be great to have this feature in FAQs, as well as the other enhancement I suggested previously where we can add hidden tags to a FAQ as our customers do not always search for the correct terminology when searching on the portal so having hidden tags (much like we can add tags to documents in Document Manager) will really help us push our customers to the correct data Thanks !
    1 point
  45. Hi Stephen, Thanks for your post. We are currently doing some work around Knowledge Management so I'm interested in your requirement. I'm assuming that you are looking to understand the age of the likes so you can determine if the likes accumulated a long time ago, or if they are recent. Or do you have a particular business reason or report that you are trying to achieve?
    1 point
  46. Hi, We too have just been looking at our portal and this point was something we agree with. I'd be grateful to know when this is coming too. Thanks Tina
    1 point
  47. Hello, Is there a way of finding out who has clicked on the 'Dislike' button on the FAQs so we can get feedback on how to improve the information we provide our customers? If not, please may I suggest this as an enhancement? Many thanks, Alisha
    1 point
  48. 1 point
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