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  1. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
    5 points
  2. I am delighted to announce that the Global Analyst Platform G2 has unveiled Hornbill as a Leader in both the ITSM and Service Desk Markets. Thanks to your advocacy and reviews we now feature across 40 reports including the flagship G2 Grid Reports. The latest G2 ITSM Grid Report, ‘Fall 2020’ combines the views of 2,900 IT Service Management Professionals to rank the Top 30 Vendors head to head. G2’s General Manager Henrique Moniz de Aragao yesterday showcased the power of your customer advocacy in the market highlighting Hornbill for ‘Leadership in the global service desk market
    5 points
  3. Hi Alisha, Something that may help is we are looking to include the use of User Templates when manually creating a user. I'll let you know once I know more about progress on this.
    3 points
  4. @Steve G - the tool worked perfectly, thank you. Saved me a ton of time and a lot of headaches... @ArmandoDM - I've cleared the cache and it now seems to be working, thank you.
    2 points
  5. To conclude this thread, it appears the issue happens when the value for mail.outbound.spfCheck.originDomainInclude system setting is changed. This setting was intended to be read only and should not be available for editing. This will be corrected shortly. Meanwhile if anyone experiences this issue, check the system setting and ensure it has the default value.
    2 points
  6. A nifty feature I've seen in another system is the email that was sent out contained the "It's working" and "It's still broken" feedback buttons. When pressed in the email it made som API call and applied the correct feedback to the correct ticket. Is this something that could be implemented in Hornbill SM as well?
    2 points
  7. Ok , will be done in short term update, 2-3 weeks I expect Gerry
    2 points
  8. Thank you for explaining in more detail @Victor So, is there a way of us getting the heads up any earlier so that I can relay the changes to other colleagues?
    2 points
  9. Hi @James Gallally Thanks for sending me the definition of your BPM. The reason you get the "blank" connection is because it hasn't been able to find the user it was supposed to associate. For connections to work it requires the User ID - and if you are passing values directly from the Progressive Capture from a Coworker data provider, the User ID is the Raw Value so this is what you need to map when setting up your BPM. At the moment, you are passing in the display value - which is the users display name (e.g. Bob Dickinson, rather than BobD). So for example where your stri
    2 points
  10. Hi @Jeremy, I spoke to the platform team and they will add the ability to search by User ID in the Co-Workers List. It can take a couple of weeks to go out... so keep an eye on the Release Notes of the Platform. Regards, Daniel.
    2 points
  11. I agree with @themingsen. All of our SSO is completely transparent to the user. I have had a lot of questions raised about this.
    2 points
  12. @Brhow Could you post your current Routing Rule configuration, as the one above would not put any emails into a failedupdate folder - so either we're looking at a different rule, or the one above has been updated. Additionally, please review the topics below, which cover the majority of issues with Routing Rules not behaving as expected.
    2 points
  13. Morning @Ann Sorry for the delay in getting back to you on this one. Unfortunately at present we don't have the option to add to the State or the Operational State fields. These are not driven by Simple Lists and are out of the box options. As you mentioned, Sub States are available however and they can be used against one of the 3 default states (Current, Active, Archived). You can create these yourself, and manually update assets - or the substate can be updated from a bulk import mechanism too, such as CSV Import or our Asset Data Import utility. Substates are configured in the
    2 points
  14. Hi Alisha, I raised this as an enhancement request around December last year and it was confirmed this was added to the Dev Path, so hopefully someone at Hornbill can advise when this may be pushed to live Many thanks
    2 points
  15. Hi @Alisha Thanks for your time on the call earlier. Just to round this off for anyone who is following this thread, the issue was that a number of requests had been Closed - but their Business Processes had not been completed. This typically can happen if using the bulk update function to resolve/close requests, when their Business Processes are expecting additional actions (for example awaiting an owner). Because of these processes were still ongoing (despite the tickets showing as closed), it meant that they weren't showing on the report I created - and the reason you could not d
    1 point
  16. Hi HHH, I've not tested this, but as Activity due dates accept variables for the dates, you should already be able to use this Cloud Automation for calculating your activity dates based on another date.
    1 point
  17. Actually...just realised I can take ownership of the whole category and do it that way.....sorry!!
    1 point
  18. I don't know about Hornbill but with experience from other systems these things run at a schedule looking at did it happen "now" so don't set date in the past or too close in the future. I usually set it 30-60min ahead and so far it's worked as expected.
    1 point
  19. @Gerry Can the error message also be looked at in terms of the translation, as per our conversation with @HHH yesterday. Cheers Martyn
    1 point
  20. Hi @Alisha Glad the last report worked for you. Thats a good question, as it can be difficult to quickly establish which requests are stopping a Business Process from being deleted. I have attached a new report for you to try which should show you: All tickets with a status of "Resolved" that are using a Business Process with a version that has since been updated If you still can't delete the Business Process after identifying and closing the tickets, it may be because there are tickets that has a status of "New", "Open" or "On Hold" as well - in which case the reporting filt
    1 point
  21. thanks @Alberto M and @HHH
    1 point
  22. Hi @Alberto M, I'm sorry but there is no such option however we have in our plans to improve the service view, but it will take some time. Regards, Daniel.
    1 point
  23. We are onboarding another tranche of departments and so this is now becoming a real issue for us as the services list is ever expanding. TIA
    1 point
  24. @James Gallally it would be one of these two depending if the customer email was automatically applied to the request by routing rules or was applied manually by an analyst: Note: if the email is added manually, also check guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.update (in case SM is using this to set the visibility for manual email updates)
    1 point
  25. Hi @Martyn Houghton The issue with a graceful fail here is either you could easily end up potentially with a task without an assignee/team OR the task not being generated, which would mean the BPM loses some of it's integrity - and could cause confusion for all parties. The solution here is to perform the "User Validation" BEFORE you create, and assign the task to them - and this is something that can achieved right now. You would simply pass your User Variable into a "Get User Details" node - which looks up and sees if this user exists on your system. This DOES fail gracefully if
    1 point
  26. @Martyn Houghton there is no ticket but it will appear in the Core-UI release notes. Thank you, Miro
    1 point
  27. I'll clarify this a bit, as it can be misleading... @nasimg @Paul Welby The forum post/notification in Announcements section re a new update is created at the time the update package is deployed on the machines that are responsible for (automatic) updates in our (HB) environment. Now, this update is applied on customer instances by these machines depending on the current maintenance window configuration in each live instance. By default, the maintenance window for an instance is from 01.00 AM to 05.00 AM, this being the timeframe when an instance is updated. The update package can be
    1 point
  28. In case anyone else has a similar issue: After the BPM was created the Board that the Card was being placed onto was archived and the new version of the Board was created with the same name. The Add to Board node was updated to use the new Board, but the Get Card Details node was not - as the Boards had the same name the node settings appeared correct, but they were pointing to different Board IDs One to watch out for!
    1 point
  29. Hi @Jeremy, I've made some changes to the Update and Append operations, so that they will now populate success with a boolean false in the event that the operation fails for something other than an authentication issue. Authentication/token issues are still handled by a hard-fail of the operation. I've also included a new output parameter called errors, which will be populated with the error returned from Google if success equals false. Let me know how you get on with these. Cheers, Steve
    1 point
  30. @Bob Dickinson @James Ainsworth We raised sometime ago the requirement to have the ability for subscribers of a service to be able to 'subscribe' to notifications for updates and service messages for the said service, which would then link to a more detailed bulletins section. Cheers Martyn
    1 point
  31. Hi @HHH, Yes, that one was also missed. We've added it and will be in the next Core UI Build and will also require a Collaboration App Build. It will also be next week. The new application strings added: guest.component.fileupload.uploadimage for "Upload image" guest.component.fileupload.draghere for "or drag and drop your file here" Regards, Daniel.
    1 point
  32. @HHH @Martyn Houghton I have registered your interest to the enhancement request. We regularly review the top most requested enhancements and prioritise them accordingly. Hopefully with the number of interests registered, this will continue to move up the list.
    1 point
  33. @Ehsan Any news on this, and please add us as interested.
    1 point
  34. Hello Nanette, It's not about choosing fonts it's about the way selecting them behaves. You can highlight words, select a font size and they change. If you do the same and select the same font size they toggle back to what they were originally. State > Action > State A > Change to B > B B > Change to B > A Whereas it should be B > Change to B > B
    1 point
  35. @Alberto M Thanks for the reply. From looking at your instance you logged nearly double your typical number of requests\tasks and these came in groups and mostly before 1PM. We provision the instances for double the typical number of APIs requests for any instance in 1 day, however if you perform this in short timeperiods this can cause short delays in processing. Going forward we will be able to change the provisioning of instance resources over a shorter time frame to solve this (Currently takes upto 12 hours) Its also worth noting that logging 1 call\task may be only 1 API request f
    1 point
  36. HI @Bob Dickinson I currently use Power Bi for our reporting also, joining the assignment table and request table we obtain the assignment timestamp, assigned team, previous team assigned and the resolve by date and of course request ID, if assignment timestamp is greater than resolve by date you can tell it was breached when assigned and what team it was with and so on, its not fool proof but its a metric we can deal with until the ability to report on status when assigned is available. Prior to this I tried to use the escalation event notification being sent to team and pi
    1 point
  37. @Alberto M thanks for confirming, I've also observed the same behaviour. The reason being is that the notifications you're entitled to see when following a timeline have no bearing on team membership. Let me try and provide some background. Timelines and following Timelines and the "following" of a timeline are concepts which are part of the Core of the Hornbill Platform, it's not a feature developed solely for Hornbill Service Manager or any other application in particular. Documents, Workspaces, Requests, and Assets all have timelines associated with them, but this functiona
    1 point
  38. @lee mcdermott No, this can't be turned off, a fuller explaination of this change can be found here: @Giuseppe Iannacone The Pass through authentication is a feature of the ADFS server that you use to login so it needs to be configured there, it is not part of Hornbill. Thanks Trevor
    1 point
  39. Thanks Steve, as you mentioned the LDAP import last night ran as expected. Many thanks for your help. Chris
    1 point
  40. @James Ainsworth Is there any update on this please? Thanks.
    1 point
  41. Hello. We have started using the "Custom Buttons" with "Auto Tasks". There is a key feature missing... Inputs into the "Auto Task" can only be given from existing variables. I would like to have an option for the input variable to pop up with a data entry box. I could then seamlessly "branch" from the input rather than creating several buttons with similar process. (I know i could use the Data Form and assign a Variable Text to that but this is not seamless) Thanks Jamie
    1 point
  42. Hi @Adrian Simpkins I would have a set up like the following: Firstly you will see a decision to check if the request has an owner or not. In answer to your first question, it will error if you try to send an email to a Request owner and the request doesn't have one. So that's why I would build in a decision to check this before trying to send it. If it DOESN'T have an owner, it gracefully moves to the next part of the flow. The second part is a little more complicated. When talking about a Team Manager I assume you mean setting an analysts role in a team as "Manager"
    1 point
  43. the recommended image size is 1700pxx1280px Thanks Trevor
    1 point
  44. @Martyn Houghton@Jack_Podmore We are currently investigating this as a potential defect, we will keep you updated as soon as there are any further updates. Many thanks, Nanette.
    1 point
  45. I've tagged this post as an Enhancement Request
    1 point
  46. I like it too. Seems 'cosier' somehow....
    1 point
  47. Hi @7oaks, the system is calculating your target based on working time hours as specified in your working time calendar. To help convert working days into working hours, you can use the sheet attached and enter the values into your targets accordingly. An example of this can be found in the wiki extract below: Example: If you have a target that you advertise as 5 calendar days, you need to determine what this equates to in days, hours, and minutes in relation to the hours defined in your Working time calendar. 1) Begin by multiplying your target (in calendar days) by t
    1 point
  48. Hi Samuel Thanks for the post. We are continuing to evolve the use of the Connections functionality. We started with the ability to add them, and define the relationships, then added BPM operations to automatically add them, remove them and email them from any business process. We also utilise them from behind the Me Too feature of Known Issues on the Self Service Portals, so they are a big piece of our plans going forward. The next step is to add the ability to manually add them as part of the progressive capture process from Self Service or as an analyst. The development story
    1 point
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