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  1. Steve G

    Steve G

    Hornbill Developer


    • Points

      11

    • Content Count

      179


  2. Steven Boardman

    Steven Boardman

    Hornbill Product Specialists


    • Points

      10

    • Content Count

      1,400


  3. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      6

    • Content Count

      2,103


  4. David Hall

    David Hall

    Hornbill Developer


    • Points

      6

    • Content Count

      354



Popular Content

Showing content with the highest reputation since 02/20/2019 in all areas

  1. 2 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
  2. 2 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
  3. 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
  4. 2 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
  5. 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
  6. 1 point
    @HHH, I don't know why there are no default widgets, we will have to investigate this. For now, I think the problem is that when there are no widgets at all (we never had such situation) the space to drop the widget is very small To insert it he needs to add it into the gray area. We will increase the size of the drop area making it easier to understand and also as mentioned, investigare why the default widgets are not being set. Hope this will solve the problem. Regards, Daniel.
  7. 1 point
    Please, could you confirm that the fix to the product defect (ref: PM00155016) has been implemented and the update version of the Hornbill Cleaner utility is available?
  8. 1 point
    Thanks @Martyn Houghton I'll see about getting that corrected. Regards, Dave.
  9. 1 point
    Hi @Joanne, This has now been fixed, you can now use square brackets to wrap column names for SQL Server column names that include spaces, or back-ticks to wrap column names for MySQL/MariaDB column names that include spaces. MS SQL Server example: MySQL/MariaDB example: Note, the left-hand property in the mapping is the Report column name property, and the right-hand values are the Database column name where the record values will be written in to. The Report column name properties can include spaces and don't need to be wrapped by any [] or `` characters. The latest release ZIPs can be found here: https://github.com/hornbill/goHornbillDataExport/releases/latest You just need to download the ZIP that is relevant to your operating system and architecture. Let me know how you get on with this. Cheers, Steve
  10. 1 point
    Hi @lee mcdermott and @Paul Alexander I might start by suggesting that a new topic is created. Having tasks in the request list is a different requirement from the original post and I'm always concerned that these comments are lost in the noise of the conversation around the original post. It also makes it less likely that other users will find your post to contribute. At the moment we are probably in the same position as before where requests and tasks are not planned to be displayed in a single Service Manager list. Tasks or Activities are part of the main Hornbill Collaboration app and are integrated into many of our apps so their use goes way beyond Service Manager. If we were to look at the list of requests in Service Manager, it has specific columns that relate to requests. Because of this, if we were to put tasks/activities into the request list we would still have to look at a separate list or section so that appropriate information on the task/activities can be displayed. Do we then split the screen up or provided a button to show the tasks/activities along with what's overdue, or what you need to today? Adding this could potentially just be a replication of what the right hand panel already provides. I always have my right hand panel open so I can always seem my tasks, including those that are not related to requests. No matter where I navigate to in Hornbill the right hand panel is always available unlike the request list. You can also add the Today's Activities widget to Hornbill Today so that you have this presented to you when you first access Hornbill and you get to see what you have planned for the day. One consideration on the request list that we may look at in the future is providing some visual indicator on a request that it has active tasks. Maybe allowing for different colours depending on if there are overdue tasks or task scheduled for Today. Regards, James
  11. 1 point
    @HHH apologises if i have misunderstood but i believe all stages are injected at the end, but you can then move them into the required position using the process designer. 1. Add your template stage to the process. 2. Click on the Menu button to show the Stage info (Notepad) 3. Use the arrows in the top right to move the stage back or forth in the stage order Hope this helps, please let me know if i have misunderstood Steve
  12. 1 point
    @IntegraGreg I don't believe you can use two suspend nodes in parallel. you can of course have these sequentially inside parallel processing whilst also having human tasks etc running.
  13. 1 point
    @talltim, that is because the history (recently viewed) records the translated title at the time of the view, is not translating in real time. So what you saw in that language will be saved.
  14. 1 point
    hehehe... @Lyonel nice one ;-) Here is the mapping...
  15. 1 point
    Hi I found this post as I was trying to rename a BPM having amended a copy of it. I followed the advice above and made a copy and added it to the service but I now can't delete the original either. I have always renamed them to X - whatever to send them to the bottom of the list and then removed them when I am sure I won't want to use them again. I have a job soon to tidy up the BPMs (and PCs) and remove the ones that are no longer used, am I going to be able to do it? Or can I change the access granted option so they don't show up in the list for me? Helen
  16. 1 point
    Hi @Martyn Houghton, This is because the tool is expecting the Service Manager Priority names to be entered in the property values (on the right-hand side of the PriorityMapping properties), and not the primary keys. I have noticed an enhancement that I need to make to that code though, which I'll include in the next release. I'm going through the other required changes currently, so should hopefully have a new release of this tool out in the next day or so. I'll let you know once released. Cheers, Steve
  17. 1 point
    @Shamaila.Yousaf you will need to add nodes to update the custom field after the authorisation node: If you then add the custom field to the view (Custom Field A in the example above) then it will show as one of three things: Blank if the process hasn't reached this point, authorised or rejected depending on the authorisation node outcome.
  18. 1 point
    This has now been resolved. We will continue to montior and provide a full review before the end of today. Kind Regards
  19. 1 point
    Since 08:15 we have witnessed sub-optimal performance on around 10% of UK customers. This is due to a disk issue with the underlying hardware which we are working to resolve (ETA 20 mins). Please see status.hornbill.com for futher updates
  20. 1 point
    +1 - I have been asked about this a lot. Can we be added to this as well? Helen
  21. 1 point
    That's correct, we have a change in our backlog. @Aaron Summers I'll add you to this change and update this post once it has progressed. Regards, James
  22. 1 point
    Hello, One of my colleague raised this interesting request few days ago. He asking for the reason box when use substatus of the request to be remove, because the substatus should be clear of what it means without need to add reason on it. Also he mentioned that if necessary to add information then he would use comment box instead of reason box for update. (Please see example below). I wonder if there is possible to add new ability to turn on or off for each individually of substatus if need to keep reason box. Thanks, Aaron cc: @samwoo
  23. 1 point
    @Aaron Summers We raised this a while back and I believe Hornbill have a story for this but I do not believe it has got to the development queue yet. Cheers Martyn
  24. 1 point
    @Martyn Houghton You would indeed be correct If the request being imported is in a cancelled, resolved or closed state, the BPM is not spawned. Cheers, Steve
  25. 1 point
  26. 1 point
    @Paul Alexander it was pushed out in the latest build, but it was a little 'hit and miss' (if the canvas loaded to quickly the setting was not applied. It has been re-implemented and pushed out again, so give it a try this morning. I've taken a look and it works as expected for me now, just give the admin tool a refresh first.
  27. 1 point
    @Martyn Houghton, Will get that included, thanks. Cheers, Steve
  28. 1 point
    Hi @Martyn Houghton, I've added support for MySQL 8 in to the tool, and fixed the created/updated count. I've also removed the skipped counts (as these are reported as errors). The tool was overdue a little TLC, so I've done some refactoring, improved the output logging, and removed the need to provide a zone where your instance resides too. It's available for download here: https://github.com/hornbill/goDb2HcontactImport/releases/download/1.3.0/goHornbillContactImport_windows_v1_3_0.zip Let me know how you get on with this. Cheers, Steve
  29. 1 point
    Congratulations on your first post, @Andre de Waal
  30. 1 point
  31. 1 point
    We use the Service Portal to allow customers to log their requests, but means we can't easily identify the VIP in the request list. Could we have something like the priority colours to allow for better visibility (eg. change in colour of the customer) Nasim
  32. 1 point
    @Aaron Summers one additional consideration i wanted to flag up here (it may or may not be needed, depending on if the new department will be building there own bpm's and pc's, or if you will be doing it all). but there is an option to control who see's which BPM's and PCs, depending on who they have been shared with. With this setting enabled you can start to share the bpm's with users, groups and roles. Home > System > Advanced Settings So in the BPM and PC designer you will see a Access Granted To option at the bottom of the process options. * Be sure to include yourself if enabling and setting these share options. I just thought it was worth mentioning, if one of the intentions was to group the processes for different process owners in the different departments, this approach would allow your process owners to only see processes shared with them.
  33. 1 point
    Hi @Martyn Houghton Apologies, we have had a recent change to the forum and the automated posts have not appeared. I'll get them added manually. Regards, Dave.
  34. 1 point
    Hi @Martyn Houghton, I'll be working on the MySQL 8 enhancement for this tool in the next couple of days, so I'll fix this issue at the same time. Will let you know once it's done. Cheers, Steve
  35. 1 point
    If you are still bent on this, the best advice I can say right now is to create a new copy of the existing process then set this new process in all places in SM so new requests will use this process... then, at a later date, revisit the configuration and remove the older one...
  36. 1 point
    Hi Team, I was wondering if it is possible to have a pre-timeout message on the Customer Portal. One of our customers was enquiring if it is possible and it didn't seem like a bad idea. I've seen it in other applications and wanted to know if it was feasible for Hornbill ITSM? Many Thanks, Mojahid
  37. 1 point
    @Jamie Talbot so, found out why the notification to the owner was/is not working. This notification works in conjunction with this app setting: Change this to Hornbill or "Email" and owner notifications on linked requests should work. I am still trying to figure out why the customer email notifications are not working... for all intent an purposes and from what I can see in the code, they should work... Something eludes me... I'll keep looking
  38. 1 point
    If you query the database through SQL try the following: SELECT h_fk_servicename, h_requesttype, COUNT(*) AS 'Logged', SUM(CASE WHEN h_dateresolved is not null THEN 1 ELSE 0 END) AS 'Resolved', SUM(CASE WHEN h_dateresolved is null THEN 1 ELSE 0 END) AS 'Outstanding' FROM h_itsm_requests WHERE h_datelogged between '{STARTDATE HERE}' AND '{ENDDATE HERE}' AND h_status <> ' status.cancelled' GROUP BY h_fk_servicename, h_requesttype order by h_fk_servicename, h_requesttype
  39. 1 point
    @ALIPO What is the working time calendar you have linked to this SLA? The target duration though expressed as day, hours and minutes, but they are calculated within the working time. So if you working time is 24/7 the 3 days is 3 days, but it it was only 06:00 to 18:00, i.e. 12hours it would be 6 elapsed days (presuming you are working weekends etc). Cheers Martyn
  40. 1 point
    @Lauren @samwoo @Logan Graham We've reviewed this issue further but still are unable to confirm the exact set of circumstances that lead to the error. As a result for the next update due out in the next week (build 1448 or greater), we've added some handling for the issue which we expect to resolve the error and accompanied this with additional logging to help with any further diagnosis should the need arise. If you continue to see issues after this next update please let us know back here so we can follow up. Kind Regards, Dave.
  41. 1 point
    Hi @HHH sorry you have spent some time looking for this, the translation string was missing :( we have added this in and it will be available in an update shortly. and to make it easier to find once available, it will be: guest.core.form.cantBeEmpty
  42. 1 point
    @AlexTumber Great news. Keep me posted on launch dates
  43. 1 point
    Hi @AlexTumber I'm about to post a few more requirements for the Project Manager application. I have run these past Dan prior to posting.
  44. 1 point
    @chriscorcoran nothing wrong with your process configure, we'll get one of the team to look at why the action focus is not working for you
  45. 1 point
    Hi @Logan Graham we will provide a fix for this issue which will be released in the next build due early next week. Regards Armando
  46. 1 point
    If you add a "Remove from Board" node in the Business Process the call will be removed from the relevant board if it is on there. If it is not the node will be ignored.
  47. 1 point
    Got my ticket booked for both days plus accommodation. See you there!
  48. 1 point
    Logan, Thanks for the post. We support the protocol (IMAP) and not a given server (ie 2016) . Therefore you should have no issues connecting to the server of your choice. Kind Regards Keith Stevenson
  49. 1 point
    @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
  50. 1 point
    @Aaron Summers thanks for your post. With regard to your points raised: 1. We've not yet started development on any of the Holiday Manager integrations. This is obviously something that has to be done before we can release it to our customers. There is actually already a premium iBridge integration to write calendar entries to an O365 shared calendar (Microsoft >> Office 365 >> Calendar >> Create Calendar Event). This could be added very easily to any business process that runs against a holiday request (holiday requests run business processes). 2. There is a setting per user in holiday manager which allows you to automatically control your status when you take a holiday. For example, I personally have it set to change my status to 'On Holiday' whenever I take some time off. This is all done automatically in the background. Many of the Service Manager bpm operations that handle assignment factor in an analyst's status when invoked, so for example if you were in a team that receives round robin assignment you would not be assigned new calls while on holiday. Part of the integration work that needs to be done (which is probably more relevant to point 1) is to allow behaviour like you have described above regarding updating open tickets automatically when the assigned analyst is on holiday. Currently this is not there. 3. In Holiday Manager, each co-worker's holiday runs against a working time calendar. There is a default one provided but you can also add others. For example, we employ people that live and work in different countries so they run against different calendars which include different public holidays etc. In the administration section you can set allowances for each holiday type for each co-worker. When approving a holiday request, an approver has the option to see in a calendar view which other members of the team(s) already have holiday booked. At the moment there is no rules system to enforce that only 2 staff can book for the same day, for example, but there is no reason why such a feature could not be added in the future. 4. The pricing model for Hornbill Holiday Manager has not yet been determined. I'd just like to say it's great that you have an interest in this app and we look forward to eventually releasing it to our customers. Look out for an announcement and more news at our upcoming Insights event this Summer. (details of this year's event will be provided soon) https://insights.hornbill.com/ Alex
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