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  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. 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
    3 points
  3. I would like to mention that there is something we are looking at developing which is to allow the use of wiki markup in the request notices. This was primarily considered to add the ability to create clickable links, but our wiki markup also includes an option that can specify a date within a string that can be dynamically updated based on the user's profile timezone. This work hasn't been schedule yet, and it isn't clear yet if it will support what you are looking to do, but it may. For more on wiki markup click here
    2 points
  4. 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
  5. 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
  6. 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
  7. Hi! Just jumping on this feed as here at MSE we also looking for a way of managing/storing images in Hornbill and using in email templates, rather than having to store images on an externally facing webpage. Has there been any progress in development on this? Thanks Sam
    2 points
  8. Hi @Paul Alexander, I will add it in. Cheers
    2 points
  9. Thanks Victor - I've manually populated those options in the failed instance and will look at making changes to the main BPM definition. Dave
    1 point
  10. As far as I'm aware this is not going to be developed further, and if anything is more likely to be removed from the Product. We would recommend exploring whether you can use Progressive Capture to achieve what you need with Quick Requests.
    1 point
  11. @BobbyB Thanks for the suggestion. The problem is this (a bit technical sorry), Document Manager works with "protected" storage under the hood. That is to say, the content (documents) are stored in storage that is quite robustly protected for security reasons, in essence we treat that data as private, not only to individual instances, but based on user rights/roles. This means, amongst other things that there is no direct path from the internet to this storage, and access to it would have to go through a session/API's making it entirely unsuitable for managing embedded images in emails. which by definition would need to be accessible publicly by someone that does not have a session on your Hornbill instance. So what looks like a simple change here is actually not that simple to achieve in practice. I continue to recognise the need for this, and I would love to find the time to have the team focus on a solution to this, but at the moment, its just not been a high agenda item. We would need to create a service behind the scenes to handle this public facing data, and it needs thinking about, and the right infrastructure needs to be put in place. A complete review of our distributed storage is currently underway and part of that is looking at publicly & efficiently accessible content serving, including images, video and documents/other resources are all being looked at. Wiith this in place we could then build some form of app for managing these types of resources, but for the reasons above this would not be based on Document Manager, it would look like it somewhat from a user perspective, but it would be a very different thing under the hood. So at the moment this is not in our 90-day pipeline I am afraid Gerry
    1 point
  12. Hi Gary, Could you also have a look for me with that particular SR where you had the issue and determine if the BPM that is used for that request is still an active BPM? This can be done by looking in the list of BPM Workflows
    1 point
  13. @AndyHill, use a custom criteria with a formula similar to this one (it's for the feedback date in this case).
    1 point
  14. Hi Rob, Thanks for your post. When it comes to task assignment and ownership you need to make sure that the user ID is used and not the user name. When using the outputs from a Get Request Details automation, you should see one of the outcome variables listed as Owner (For Tasks). This is the one that you want to use for assignments and/or task ownership. You should be able to edit any of the broken BPM using the Manage Executed Processes tool. I hope that helps.
    1 point
  15. Just to confirm that this has been added to the backlog, but there are currently no timescales attached.
    1 point
  16. @samwoo, Be aware that the company field in the request could not be 100% reliable depending on the company you have set in the users and in the sites, as the logic behind it is: 1. When a request is raised and a user selected as the customer on the request the values populated for h_company_id and h_company_name will be from the companies associated with that user 2. When on an existing request, when a customer of the request is changed with another user the values populated for h_company_id and h_company_name will be from the user associated site specifically the company associated with that site. We've detected this because in some requests we found that the company was not what we were expecting (we can have users from different companies associated to the same site). Regards, A
    1 point
  17. Hi @samwoo Company in this case refers to a company defined within the organisational groups configured in the admin tool to which Hornbill users can belong e.g. and within the entry you can assign users... So if annab was the customer on the request, the company criteria will check against the company she is assigned to (e.g. Dave H Inc in this example). Hope that answers your question but if not let me know. Kind Regards, Dave.
    1 point
  18. I thought this was something team members enabled if they wanted it a. Please go to your analyst profile settings (top right of Service Manager). b. Click on the Cog Wheel - then select "Notifications" and find Service Manager App options at the bottom of the page. c. Enable email in the second row, which is the email option for Assignment (Team Notification)
    1 point
  19. Yes this is only way currently, you cannot create these via the BPM although this has been requested.
    1 point
  20. Just to confirm @Jeremy has kindly forwarded me the details to access the Sandbox environment Many thanks Jeremy
    1 point
  21. @Berto2002 a new Clear authorisation decision option will be added to the business process designer. This will allow you to remove an existing authorisation state (approved / rejected). This new option will be available in the next service manager update which is scheduled to be pushed in the coming weeks.
    1 point
  22. Hi Rob, I may need to see the entire Progressive Capture to understand what's happening. The only way that I can get this message about the exit connector is by not having an Exit node somewhere in the Progressive Capture. What happens if you add an End node immediately from the Customized Form?
    1 point
  23. +1 for having human tasks available in an Auto Task. Being able to input some information would be really useful.
    1 point
  24. Hi Victor. Worked a treat - thanks for the help.
    1 point
  25. @Paul Alexander thanks for your post. This is not currently possible but I will pass the suggestion to our product team for review. Alex
    1 point
  26. @Berto2002 - The issue with "Just Co-Workers" option for the "Hornbill user picker" in custom fields also returning basic users has been addressed in the next Core update. When used with "Just Co-Workers", this list will then only return users that are of "user" type (basically what is seen as Full users in user management admin area).
    1 point
  27. 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
  28. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
    1 point
  29. Hello everyone, The latest update of Service Manager (2368) has been released to live. The change log for this update is as follows: New New Hornbill Automation tasks introduced under 'Requests > Assets' to create an asset per type through the BPM. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Assets {CH00166234} The Snippets option is now enabled on the Update action when viewing a request. {CH00168992} Change A filter box has been added to the Snippet selector list. {CH00169091} The system setting 'mail.client.defaultFontSize' is now used to determine the default font-size when sending email from a request. Fix Fixed issue where the user could not raise a catalog request via Self Service. {PM00169242} Audit history in the asset view does not show Substate changes. {PM00169081} Error in 'Assignment > Assign to Most Available Analyst' Hornbill Automation when the visibility option is set. {PM00169031} The export option in assets is not returning 'Used By' results. {PM00168963}
    1 point
  30. Hi Victor, Just looking at the process and your suggestion would work as I could make the expired / rejected decision on the initial node, and then just have to cater for the authorised / no match on the next Stage, - thank you for the pointer UPDATE just saw you posted the above with the values so I will try this initially, and if need be i will move the reject / expired outcome onto the Stage where we make the authorisation call. Many thanks as always ! Adrian
    1 point
  31. 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
  32. 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
  33. Hi @Sam P I think that there are only custom fields A-F in the Services table: The Incident data will be in a separate table, and isn't relevant to the Service. From what you've described I think that you're asking about adding custom fields to an INCIDENT record, rather than the Service record? If that's the case, then the place to do this is in the Config tab of the Service, then select the TYPE (incident, Service Request etc) of request you want to update, and choose the 'View Details Form. That's where you'll find all of the custom fields in the Requests table':
    1 point
  34. Hello everyone, The latest update of Document Manager (481) has been released to live. The change log for this update is as follows: New Add filters to Library view to show Libraries You Own, Libraries shared with the customer portal list or user listChange Updated look and feel to align with the overall style of HornbillWhen request an unlock a message is displayed to the user requestingFix User who are a member of a group or role with edit rights to a library don't have access to edit that libraryMinor style fixes to documentList page
    1 point
  35. @James Ainsworth @Steven Boardman Any update on this one? Perhaps the same update could also be used to include an indicator of the main Supporting Team as per @samwoo post? Cheers Martyn
    1 point
  36. @James Ainsworth, are there news about this?
    1 point
  37. 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
  38. 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
  39. You could put it in the Tooltips?? Although they don't appear in the section you have shown above, only when you hover over the button itself. H
    1 point
  40. @Steve Giller Please could this be considered as an enhancement? It would be helpful if customers had the ability to add their own 'Interested' parties. Using the existing Connections form seems like a simpler way of doing this rather than using a Data Query drop down list in a capture, which does not allow for multiple people to be added at a time.
    1 point
  41. @Darren Rose this has bene added and will be in the next project manager update Alex
    1 point
  42. Hi @Daniel Dekel, @Tina.Lapere, @Alisha so we have a lot of Services that all employees can access and we have a few that are restricted. On the old portal we used to use Services to show these menu items which worked as those customers who weren't subscribed to a service wouldn't see that option on their menu. But with the new employee portal we don't want to use services from the main menu as the sub menu pages are hornbill created and we can't edit them or change their appearance. So we're trying to find a way to restrict using Links on the main menu. Without the option of anything to put permissions/restrictions on the links I'm trying to set it up so that only the restricted options would appear on the main shortcuts at the top. So for us, it's about finding a way to restrict links for the customers.
    1 point
  43. 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
  44. Hi. Is there a way to make the service page, within the employee portal, to show the FAQs as landing page by default - if the service have FAQs? We would like to make our users to be aware of the FAQs prior to raise requests and, from what I've seen, when we open a service page, it lands on the "Make a request" page. Thanks Alberto
    1 point
  45. 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
  46. 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
  47. 1 point
  48. Hi, We shared the same view as Martyn, would just make life a lot easier. Tina
    1 point
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