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Showing content with the highest reputation since 01/19/2021 in all areas

  1. @all We found the cause for this issue. A fix is being prepared and rolled out on all live instances.
    5 points
  2. @all The fix for this has now been deployed. Please see details in the thread message (top) regarding affected workflows. We are sorry for all the trouble this issue has caused. If there are further issues following this that are affecting your instance please let us know.
    4 points
  3. I've asked development to look into this.
    2 points
  4. @Aaron Carter Not currently, I can tell you that it is substantially implemented already but still needs work around the parallel processing. You should not have to do anything, its been designed to work with existing BPM's without you having to make any changes. What it brings to the table is mostly a big maturity step-change. * A clean design based on the last 5 years of evolution. * Significant performance improvements * Better enablement for our application developers * Improvements in the way the BPM engine handles parallel processes and asynchronous behaviour. * Vastly
    2 points
  5. @Nikolaj we are currently implementing an update to progressive capture for the support users, this will include the catalog item (if chosen) in the right hand side. The details shown on the right are not configurable for this form. We are still finishing the development work on this, but we will post back here once the updated progressive capture will be available.
    2 points
  6. @Mark (ESC) the date time variable is displaying the database value (UTC) In order for it to respect the format you are using in the regional timezone and datetimeformat settings, you will need to use a modifer, in this case something like this {{.H_datelogged|formatLocalTime}} The modifiers are covered on the wiki link below, but i have pulled out the relevant part and added it above. https://wiki.hornbill.com/index.php?title=Email_Templates Hope that helps
    2 points
  7. Is it possible to change the order of notifications so that older items appear first? Appreciate this goes against the grain for all other websites but in a service driven environment, I would prefer to service older notifications first (order of queue). Regards, Mike.
    2 points
  8. Hello, We are using custom fields more and more in our Progressive Captures and Business Processes, and have even used them on the View Details Forms. We are now very limited with the custom fields that we can use and was wondering if more custom fields could be created please? They are very useful for reporting and storing information in the Business Processes. Many thanks, Alisha
    1 point
  9. @Paul Alexander yes this feature is designed to remove all cancelled projects and their associated relationships. Alex
    1 point
  10. @David Hall we have gone back to it today and this appears to be fixed, so not sure what gremlins we had yesterday!
    1 point
  11. Hi @AlexTumber Yes that is correct. Only 1 Milestone icon and hovering over it shows only one of the Milestones. I changed them to have exactly the same Date / Time due date and its still the same, only one shows. Ideally a double stack of Milestone markers with separate tooltips would be great, but failing that having them both display in the tooltip would be an improvement. The other thing I noticed is that when a task isn't started you have to hover exactly on the edge of the Task lines to get the task tooltip on the Gan
    1 point
  12. Hi Victor If I do a search it defaults to Co-Workers: If I then change that to show ALL workers: And then go to another page (for instance the call queue), and then do ANOTHER search it defaults back to the Co-workers list: Sadly, that's a 'yes, I'm saying it's not working for our users' Thanks...
    1 point
  13. @Paul Alexander this functionality was delivered in Core UI 1369 update (11/11/2020): "Co-Workers List - User Type filter is now persistent" Are you saying this functionality is not working for your users?
    1 point
  14. @Adrian Simpkins In both the wiki and the Admin Tool it states: Problem Investigation Assignee This role should be granted to Users who have the 'Problem Management User' role. It is used for task/activity assignment in the Hornbill Business Process Manager. If you could link to where is says that role allows a User to raise a problem we can get it corrected. If you grant your Users the role Problem Management User This role is for a user of Problem Management. It includes rights to view, edit and resolve Problems. this should give the required access.
    1 point
  15. Thanks @Victor, I was just trying to understand if there was a best practise. Thanks for explaining the pros and cons to both. I've gone down the custom field route, as that has been the method that has been working for us, and I'm familiar with that process. Through reading the forum and seeing what other customers have done I saw that others have used the get PCF answer, and wondered if we were missing a trick. I'm nearly complete with the bpm building, so hopefully I'll be able to start testing over the next few days. Thanks again for both yours and Steve's help.
    1 point
  16. @Adam Toms Get PCF Answer Pro: less resource intensive workflow and PCF as you don't have to store data in a custom field just for the purpose of evaluating a value Cons: less flexibility as workflow and PCF are tied together, changes in PCF needs to be reflected in workflow (i.e. if the custom forms/fields are changed) Get Request Details -> Custom Field Pro: more flexibility as workflow and PCF are independent apart from the mapping, as long as the mapping to custom field is preserved, the PCF can be changed in any way without having to amend the workflow
    1 point
  17. Is it possible to generate a notification for a team as part of a BPM and ideally clear that notification when a member of that team looks at the tag? We would like this functionality to replace email notification for important requests or those that require a supervisor to review. Regards and thanks, Mike.
    1 point
  18. Hi @Adam Toms You could use the Manual Sample Setting option - this way allows you to specify simply the number of samples you want to display without it being based on the calendar - e.g. Last 2 samples or Last 10 samples. That should ensure that it shows last years and this years without needing to make any changes to the widget every month. Kind Regards Bob
    1 point
  19. Hi @James Ainsworth I realised I should have updated you internally, sorry! The issue was caused by a file in Hornbill, it was resolved this afternoon.
    1 point
  20. @Martyn Houghton thank you, he was not enabled for assignments. Now all good, just need to work out how to close it now.
    1 point
  21. @Jeremy unfortunately, if there is a failure inside parallel processing there is nothing that can be done to restart that workflow. If the workflow is really needed, you can ask a Product Specialist to force a restart but this would require changing the workflow state definition in the DB itself (is not just changing a value from 0 to 1 or true to false unfortunately). In BPE 2.0 all these scenarios are handled much better.
    1 point
  22. Both https://github.com/hornbill/goCSVAssetImport and https://github.com/hornbill/goDBAssetImport allows asset update on asset import. There is no functionality in the UI to perform a bulk update in Hornbill itself, only using a stand alone tool (such as the one I linked). If you like you can also request an expert service exercise for a product specialist to perform this mass update, you can request more info on this with Customer Success team: https://success.hornbill.com/hornbill/servicemanager/service/20/
    1 point
  23. @James Ainsworth Same question as @Martyn Houghton, any news on this?
    1 point
  24. Hi @Martyn Houghton The visibility of the library is dependent on what roles its shared with, so by sharing it with the Docmanager Portal role it will be visible to all users who have that role. It seems your full users don't have that role but you could add a share to the library with the Collaboration role which all your full users should have (or the Basic User Role for your basic users). This should mean that full users will be able to access the document from the employee portal Thanks Trevor
    1 point
  25. @Tom Gilbert thanks for your post. Yes this is something that is planned in coming updates. Hopefully we will see it added to the application soon. Alex
    1 point
  26. Hi Alex, As discussed, would it be possible to have a designated area in Project Manager to log decisions made during the lifecycle of a project? This could also be expanded/include approvals of documents etc. Give me a shout if you'd like me to prepare some more detailed requirements. Cheers, Tom
    1 point
  27. @Adrian Simpkins thanks for your post. I would be most interested to see the specific examples so that we can work through and fix the issue(s). Alex
    1 point
  28. I'm fairly sure that won't work (at least currently)
    1 point
  29. Would it be possible to add the option of getting user info from an email address in the Get User Details node please?
    1 point
  30. @Alberto M Unfortunately, if you want to wait for Feedback, send the reminder, then wait again that's the compromise you have to use and only you can decide if it brings enough value. You could experiment with using alternative Suspend nodes, for example if feedback counts as an update that might be a good fit - but then you have a different compromise that if any update (other than feedback) is applied the waiting period will be cancelled and the email will be sent.
    1 point
  31. Hi Victor, Just tried it again on all 3 browsers today: IE: doesnt load any Site other than the one that is loaded from Customers Profile Edge: Appears to let me change the Site? Chrome: Appears to let me change the Site? It definitely was not working yesterday for myself, or the User who raised the issue, however when trying it today it appears to be working now? Not sure why it was not working before today on this specific request though still? I have just tried it on a handful of other Requests and all appear to let me change the Site with no issues. So it look
    1 point
  32. @Adrian Simpkins using Chrome or other browser?
    1 point
  33. @Adrian Simpkins thanks, i believe if you are a member of an Inc, SR or Change this alone won't push notifications to you about updates etc. However if you are following the ticket then you will get notifications about updates etc to the ticket. I've done a few tests and this seems to be the case. Also just to be sure, if you are viewing the request which is being updated when it is updated, the notification immediately goes into the dismissed list in the notification list. When you are setting your preferences for notifications in your profile, these are for you as the owner, or
    1 point
  34. @Adrian Simpkins yep they should work as with any request type. Let us know if you have some specific examples and i am sure we can take a look at them
    1 point
  35. @Alberto M The "On Hold" is really a visual thing - you could have a Sub-Status of "Awaiting Feedback" that does not place the Request on hold, or use a different Suspend node - there is a simple Suspend -> Await Expiry, for example - that step was simply to ensure the Analysts know that the Request is awaiting feedback and they have no further actions required and may even not be necessary for you.
    1 point
  36. Hi Victor, Thanks - the Site appears correct that is set already on the account. I will raise a support ticket now
    1 point
  37. @Adrian Simpkins possibly an invalid site set against the user... which occurred possibly via an import (user import that sets the site)... we can't say with certainty unless we look at the data... https://www.hornbill.com/support/
    1 point
  38. 1 point
  39. Hi Mark, I recently raised the same issue - solution found in this post, Thanks Adrian
    1 point
  40. We have now rolled out a fix for this issue, if anyone is still seeing the problem try flushing your browser cache.
    1 point
  41. @Adrian Simpkins thanks adrian, didnt see that one
    1 point
  42. @Martyn Houghton thanks for your post. I will ask our development team to investigate. Alex
    1 point
  43. @Martyn Houghton thanks for your post. I'll ask our development team to investigate. Alex
    1 point
  44. Hi @JoanneG Thanks for the post. Firstly it sounds like a request custom field would be the likely way forward here, this would keep the value stored against the request, allow you to report/filter on that value and perform escalations based on that value. Whether you use progressive capture to populate that data really depends on where you are able to capture it. If you want the person raising the request to select the ward from a list etc as part of the raising process then a progressive capture custom form https://wiki.hornbill.com/index.php?title=Customised_Forms could be used to
    1 point
  45. Hi @Ann-MarieHolloway Thanks for the post. If it is just some cases that create new calls while most correctly update then the most likely cause as you say is that a rule above it is being processed first (rules will be processed top to bottom) which is set to create a call or perhaps the expression did not match on those specific calls and you would need to check that the request reference is being correctly matched. You probably already have checked here, but just for reference I'll point to the docs here https://wiki.hornbill.com/index.php?title=Email_Routing_Rules , might be wo
    1 point
  46. As of the Service Manager build 2126 we have added a number of new Hornbill Automations in the BPM for Assets. For a full list of automations, please see the documentation Hope this helps, Regards, James
    1 point
  47. Hi Martyn, I just wanted to let you know that the feature discussed here is now available. I hope this helps. Kind regards, James
    1 point
  48. @AlexTumber we're still experiencing the same issues as per the originial post. Can this be investigated further?
    1 point
  49. Hi @Michael Sharp, We have in our backlog a story to create an additional full view for notifications and I believe we can also allow sorting options. The current popup is very small and has limited space. Also, if you have many notifications you will never see these because they will always be at the end. We still have no time frame for this change. Hope this is what you needed. Regards, Daniel.
    1 point
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