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Showing content with the highest reputation since 01/13/2020 in all areas

  1. 5 points
    As I am sure you know, Hornbill platform updates are fully automatic and happen without any human intervention, ensuring you are always on the latest software versions, this is part of our continuous delivery development process and strategy and we have been doing this since 2015 when we introduced the Hornbill platform. However, I am also sure you that you know, while the platform is kept up to date, applications are not, its left up to you as an administrator to do the update by simply pressing the "Update" button in the Hornbill app store. One of most requested platform changes we have had at every Hornbill INSIGHTS meeting is for us to extend the automated updates to applications that are installed on your instance, so I am delighted to be able to tell you that we have now reached the point where we are able to do this and will be turning this on over the next 2-3 weeks. The main sticking point for us this end was building out, and ensuring we had robust automated testing for each application, which we are now satisfied we have achieved. Once we switch over, application updates will be automatically applied to your instance within the maintenance window you have set. You will also receive email notifications advising you of updates to applications when they happen just like you do for platform updates (assuming you have that configured). You will see that the "Update" button will still be present in the Admin tool when there are new updates, so if there is a need to update in an emergency, for example, if we pushed an urgent hot-fix that you need to apply, you could do that immediately without having to wait for the maintenance window. However, when updates are made available, they will be applied automatically at the first opportunity within the maintenance window configured for your instance. This was a much requested change that I know a lot of you have been asking for, expect to see this change in the next 2-3 weeks. Thanks Gerry
  2. 3 points
    @Neil Smith, @Charlie Jones, @Vikki Cameron, @Blowerl, @Philip Walker, We have identified the cause of this issue. This will be patched directly to your instance very shortly. Apologies for the inconvenience that this has caused. For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions: https://wiki.hornbill.com/index.php/Business_Process_Designer Thanks, Ehsan
  3. 1 point
    Hello, Is it possible to disable comments when a request is in a 'Closed' state? If not, please may I request this as an enhancement? Many thanks, Alisha
  4. 1 point
    Hi @James Ainsworth, Do you have an update on this, please? We would like to have the option to disable comments when a request is closed so that customers don't raise anything new that way. Comments here could also easily be missed. Many thanks, Alisha
  5. 1 point
    We use several custom forms in our progressive captures. If I add a regexp validation to a field there is no way to display the validation error message in the customer's language. There is no translation function.
  6. 1 point
    @Charlie Jones, @Steven Cotterell, @PeterL, Your instance has been patched. Ehsan
  7. 1 point
    @Nikolaj i am sure there is a better way to do this (but it's late on a Friday evening) Report definition attached project-tasks---assignee-id.report.txt
  8. 1 point
    @Stephen.whittle Congratulations and great to hear! I'm sure you'll get a response from others successfully using Service Manager outside of IT, but in any case I'll be in touch to see how you are getting on and to help out where we can.
  9. 1 point
    We have gone live across our group of three hospitals with service manager for the digital services team (IT), this has allowed our staff base from each employer to function as one service before the organisation has progressed with a legal merger. This has benefited our service delivery and allowed us to define and create single processes where possible. As a result of this success the organisation is looking at other departments/services to on board the platform and start benefiting from the same efficiencies and create a "one-stop-shop" for our staff base (15,000+ staff). I am looking to engage with anyone that has either done this across all of their corporate services/back office functions especially those in public services or preferably a healthcare environment. Being in a group model of hospitals makes our environment very complex and challenging to structure and merge so it would be very beneficial for me to engage with other Hornbill customers or Hornbill team Experts and discuss to the right approach for this and compare with real life case studies. Our Estates & Facilities Management (EFM) Team are looking for a single solution (if possible) now and I would be grateful for any EFM customers of Hornbill to share knowledge and lessons learned. This applies to all functions in truth, Security, HR, Finance etc so I would be grateful to hear back from anyone this relates to.
  10. 1 point
    Hi @chriscorcoran, Yes currently the you can only get Assets filtered by a Customer's Site and not by simply selecting a Site via the Site form Since this new functionality, I will raise it with the team for discussion and will get back to you Regards Mohamed
  11. 1 point
    @Jamie Talbot If your not using Sub-Status values in this service then might be worth setting the sub-status property of the node to Ignore, rather and Auto, in case that is what is tripping it up. If you are using sub-statuses, then you would need to specify the sub status as well. It could be that the node logic has changed around validating the properties and does not know what to do now with the Auto option. Cheers Martyn
  12. 1 point
  13. 1 point
    @Nikolaj sure just go into the report config - Select Filter and choose the Due Date between filter If it is between two date periods, leave the Value is between setting (change this to greater than or less than if you are looking for due dates before or after a variable, i.e due date before end of yesterday). But if it is for the current month - then delete the two values (start of Yesterday and end of yesterday) and add new values (always two if you are dong a Value is Between filter), and use the variable picker to choose Start of Month and End of Month for example. if you are dong a greater than or less than then you only need one value to evaluate against. Remember you also have the Save As option with the reports, so you can create various different versions of the report if needed.
  14. 1 point
    @Adnan Zamurred Unfortunately I don't think this can be achieved - Progressive Capture uses wiki markup but the email templates use HTML markup.
  15. 1 point
    Hi @AlexTumber I think we covered this some time ago but the defect/problem whereby project tasks remain in your 'My Activities' panel despite the project being deleted is still an issue. See the screenshot attached. Task 1 is associated with a project which is deleted. As you can see, I can't access this project anymore to close down or remove the task. Any ideas? Thanks, Tom
  16. 1 point
    If you use one of the TEXT type Custom fields (or a VARCHAR if it's long enough) you can store the answers to multiple questions in a single custom field, then add that field to the email.
  17. 1 point
    Hi @Ehsan, We've experienced it today during testing of Service Requests (only seen it so far for this request type) when the team complete a task whilst the request is on-hold - the outcome, when chosen, proceeds to set the status to 'Open' and we got this error "Xmlmc method invocation failed for BPM invocation node 'stage-45048add/flowcode-00d3b0dc': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Clear Request Sub-status; nodeId: f3c2399f-f23a-4177-970c-0b74017039c9; At 184/1: "Uncaught EspMethodCall::invoke: Operation[data::updateRecord] There are no values to update" throw(e); _fc_node_exec_f3c2399f_f23a_4177_970c_0b74017039c9"
  18. 1 point
    @Alberto M, All Hornbill instances have been patched, including yours. For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions: https://wiki.hornbill.com/index.php/Business_Process_Designer
  19. 1 point
    @Tom Gilbert thanks for your post. I'll ask our development team to take a look at this. It shouldn't be possible to cancel a project when there are still active tasks and it shouldn't be possible to delete a project unless it is cancelled. Something clearly isn't right here... Alex
  20. 1 point
    @Shamaila.Yousaf @PeterL, This has been applied to your instances. For the Requests that were effected by this failure, a restart may automatically resume the Request's progress. Please refer to "How to restart a failed workflow" section in the Wiki document below for instructions: https://wiki.hornbill.com/index.php/Business_Process_Designer Ehsan
  21. 1 point
    @Tom Gilbert thanks for your post. This is something that actually came up earlier this week: I can confirm that it is a feature we are looking to add in a future update. Alex
  22. 1 point
    Hi Gerry Thanks for the above explanation on the approach to updates. Personally, I like the idea of taking the task of updates away from myself However, other interested parties within my organisation are nervous around changes outside of our control, I will just have to sell this approach to them, and will use O365 as a good example Some kind of heads up on the Forum would more than suffice - I will let you know of any feedback when I check this with the CAB team. Many thanks !
  23. 1 point
    Hi @Alisha So to clarify the criteria is for the results to contain both: Tickets that are open and about to breach within the next hour Tickets that are open and have already breached If so try the following: SELECT h_pk_reference AS Reference, h_ownername AS Owner FROM h_itsm_requests WHERE ((h_fixby BETWEEN NOW() AND DATE_ADD(NOW(),INTERVAL 1 HOUR)) OR (h_fixby < NOW())) AND h_fk_servicename = 'IT' AND h_requesttype IN ('Incident', 'Service Request') AND h_fk_priorityname = "Critical" AND h_status IN ('status.new', 'status.onhold', 'status.open') ORDER BY h_fixby ASC Kind Regards Bob
  24. 1 point
    Hi @James Ainsworth thanks for your help.problem is fixed regards Nikolaj
  25. 1 point
    Hi @HGrigsby, This should be addressed on your instance now. Ehsan
  26. 1 point
    @Nikolaj I believe it is one setting under Service Manager Settings for both the service and customer portal - guest.servicemanager.portal.additionalRequestTypes.change Cheers Martyn
  27. 1 point
    +1 for us please on this. Thanks for all your hard work on this so far.
  28. 1 point
    Hi Gerry Will there be a published schedule of when these updates would take place at all? Would it be a set date each week / month or would these updates potentially be implemented any day? The reason I ask is for any updates I have implemented to date, these are discussed and agreed at our weekly CAB meetings. If there is an option for us to specify a date for these updates to allow us to be able to present the changes to our CAB? I note you do mention these updates will be implemented within a specified window set by ourselves? Many thanks
  29. 1 point
    @Michael Sharp @AlexTumber FYI I've moved this to the Project Manager forum.
  30. 1 point
    Hi, Can we have the ability to set an auto save timer on both PC and BPMs please? And also to utilise the browser function to confirm you want to leave the page. So many times I have been working on something and click back on my mouse by accident/have someone showing me something and just left click a bookmark rather than middle click/had the browser crash/random error/network issue and ended up losing a load of config. I do try to save little and often but sometimes when I am 'in the zone' I forget or I get caught up in something else and forget. Today losing about 40 minutes of work due to a browser issue and being 'in the zone' was the last straw I cant even remember all the changes I had made so no doubt this new iteration will be unique again. I know that some of these issues are self inflicted but auto save/browser confirmation would stop me throwing my laptop out of a window as least (maybe)....
  31. 1 point
    @Michael Sharp thanks for your post. Currently there is only one way to automatically update the overall progress of a project and that is to set the value in one of the available bpm operations. We are planning on adding more project logic functionality this year that will allow the behaviour that you require in your screenshot - for example, when a project milestone is completed, automatically update the project progress. Alex
  32. 1 point
  33. 1 point
    @Dan Munns, I have added in a default 2 minute auto save. There is also a new admin setting where you can set it. 0 = disabled and any other number is (n) minutes. The setting is called "admin.feature.workflow.autosaveinterval" and will be available in the next server release. Until then the workflows will use default 2 minutes. This feature will be available in the next admin release. Cheers
  34. 1 point
    Hi Is there a way to resolve all linked requests when a project is closed? We see this working in a similar way to resolving a parent incident and all child incidents automatically resolving. Also, are there any plans to enable the linking of incidents, problems and known errors to projects at all? Thanks Lauren
  35. 1 point
    Hi @Alisha Unfortunately we don't have the capabilities currently to be able to change the colour of the text in a "list of data" widget, so this isn't possible right not. But I'm thinking maybe you could have a separate widget that is based on the same data (but with some different filtering to only display the requests breach within 60 mins) - and perhaps display next to/underneath your existing widget on a dashboard. Would this work as a compromise? If so, please could you send me the current SQL you are using in your existing widget and I'll take a look for you. Kind Regards Bob
  36. 1 point
    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
  37. 1 point
    Hi @Adrian Simpkins, This is a feature that is turned off by default and you can turn it ON in two ways. 1. To all users with an application setting: Admin Tool > Applications > Collaboration > Settings > look for "app.view.email.reply.includeOriginalMessageText" and set it to ON. 2. When you reply a message, click on the quotes icon, that will insert the original message. This was added to reduce the amount of text delivered each time you reply. Hope it helps, Daniel.
  38. 1 point
    Hi @Lauren The following should give you the results you need. This will give you the previous months results based on the current date: Here is the text if you would like to copy and paste: YEAR(h_dateresolved) = YEAR(CURRENT_DATE - INTERVAL 1 MONTH) AND MONTH(h_dateresolved) = MONTH(CURRENT_DATE - INTERVAL 1 MONTH) Kind Regards Bob
  39. 1 point
    +1 for us too please.....sames as @Adrian Simpkins we have new teams and departments joining Hornbill all the time, and setting up their profiles and roles is pretty difficult at the moment! Adding roles to Teams would be a good start for us please. thanks
  40. 1 point
    Bump for this one - is this something that can be added to the Roadmap Developments at all please? This feature is something we would utilise greatly going forward, as other departments are interested in onboarding to Service Manager, so we have a vision of ultimately automating this in a BPM, so for example a new User joins a team, and the BPM could call the template specific to their role and potentially automate their Hornbill setup? Thanks !
  41. 1 point
    same here. +1 would like email to be handles as attachements, rahter than timeline update. basically how support-works used to do it
  42. 1 point
    Hi @James Ainsworth, Do you have an update on this please? We have started to use routing rules to automatically log requests and it would be really helpful if the attachments are also automatically added. Many thanks, Alisha
  43. 1 point
    @Tom Gilbert a new field on the Issues form 'Mitigation' has been added to the next Project Manager update. Alex
  44. 1 point
    @James Ainsworth, Just stumbled across this thread after an Internal conversation about the need for a Knowledge Base in Hornbill and wanted to add our thoughts. We would like to see 'Documents' that are searchable for text from places like a 'Ticket' or the 'Request List' or a dedicated 'Knowledge Base'/'Document Manager' screen. The search should take place in, but not be limited to, the title, description, tags and even viewable content in the 'document'. The documents should either be available to paste into/attach to a Ticket (for Customer Visibility), or just be made viewable from a ticket as they would give ideas on how to resolve Incidents or fulfill Service Requests. The documents should not necessarily be only viewable if the ticket is associated against a certain Service. I can see in some instances, documents would apply to multiple services. It might also be useful to have 'rating'/'no.of views' stats available for these documents. Just some ideas - looking forward to seeing some progress as it looks like its been on the list for quite a while and people do seem to want a 'good' Knowledge Base. Will watch this space avidly.
  45. 1 point
    Hi @James Ainsworth Sorry to keep chasing - are there any timescales at all please? Thanks Lauren
  46. 1 point
    Hi @James Ainsworth, please add me to this change thanks Neil Gallacher
  47. 1 point
    I agree with @HHH. We are moving from a system that does this already (puts attachments that are emailed in or attached via the portal in an attachments section). Hoping this arrives sooner rather than later into the application.
  48. 1 point
    In our case it's a matter of having the extra hassle of identifying the paper clip, clicking the dots, going to the email etc. It's much more user friendly to be able to access the attachments directly, something that reduces the workload on the analyst as well as lowering the risk of missing the attachments.
  49. 1 point
  50. 1 point
    Hi @James Ainsworth Is there an update with this one at all please? Thanks LAuren
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