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  1. Jeremy

    Jeremy

    Hornbill Users


    • Points

      6

    • Content Count

      785


  2. James Ainsworth

    James Ainsworth

    Hornbill Product Specialists


    • Points

      4

    • Content Count

      3,042


  3. Gerry

    Gerry

    Root Admin


    • Points

      2

    • Content Count

      2,077


  4. Mohamed

    Mohamed

    Hornbill Developer


    • Points

      2

    • Content Count

      153



Popular Content

Showing content with the highest reputation since 07/09/2020 in Posts

  1. 2 points
    @Victoria Heeley we use this is in some emails, obviously there is last name as well if needed...
  2. 1 point
    Hi Nick I'll look at adding an option to include the questions/answers when creating the new request. Not sure yet when this can be delivered, but I'll see what I can do. Possibly, to help with your custom field approach, if you are using a custom progressive capture form and a data query when picking the user to assign the authorisation task, in the BPM workflow you need to use the raw data when copying the progressive capture question to the custom field. This should take the user ID rather than the display name. Let me know if that helps or if you need a bit more info on how this is done. James
  3. 1 point
    Hi @NickH, you could try to create a "Custom Button" in a "Request View" and link it to "Auto Task". It will allow you to duplicate a request from the existing one. You can find "Auto Tasks" in: https://admin.hornbill.com/YourInstance/app/com.hornbill.servicemanager/autotasks/
  4. 1 point
    Yes. Assigning their workspaces to you would be fine. Yes, you will still see them in the list of users. They will have an archive icon next to them. You can filter the list to just show active users.
  5. 1 point
    Would it be possible to have a 'me too' button like problems for Major Incidents so that via the BPM we can enable a button for our customers to quickly add themselves as impacted to a major incident? Ideally we would like this to work with bulletins, so that we can raise a bulletin for an impacted service (requested separately) and then a button on the bulletin (like below) that can be clicked to add them to the incident....
  6. 1 point
    Hi Nick, Another way to raise one request from another is to use the Link action on a request. This will bring across some of the details of the original change. We are also planning for some more functionality around this. We are looking a the ability to copy an entire request as well as providing more options to select exactly what you would like to brings across when raising a new request. The options would be similar to the BPM options mentioned above, but will be able to be done manually, outside of the BPM. I'll add our interest to the changes that we have in our backlog. Regards, James
  7. 1 point
    Hi @NickH you may use the BPM operation entity->Requests->Log Request->Log New Change' for this. Here is some more details about the BPM operations: https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow Hope this helps Regards Armando
  8. 1 point
    There has been a lot of changes out there in the market due to COVID-19. If you have prior experience with Hornbill products and solutions and are looking for work, we have created this forum to give you the opportunity to post your availability, this will give Hornbill customers sight of your availability which we hope will help you. Gerry
  9. 1 point
    Hi, Can we have the ability to see in a request whether the Customer has viewed it? The idea would be if the request has updated, we would be able to see if the Customer has viewed the request or not since that last update. This could then also be used for reporting as well on requests that haven't been seen by customer when it was last updated. This field I would expect to find in the request table. If the customer of the ticket is changed then this is reset. It would also be good if we can see if a Connection has viewed the request too (maybe have an eye symbol next to their name, and if you hover over it it will have the date and time they last viewed the request). I would guess this field would be held in the request connections table. Thanks, Samuel
  10. 1 point
    Hey @Adrian Simpkins Thanks for getting back to me and clarifying those steps, they've been really helpful. Much appreciated! I've raised this issue with the with the development team Regards Mohamed
  11. 1 point
    so the start and end times will need to be pointed to either your form where you ask the times or to the scheduled times of the change are done manually. take a look at this, scroll down to Change Requests and the update request section https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow
  12. 1 point
    @Dave Longley this is the one you need...
  13. 1 point
    Hi @Jeremy @Adrian Simpkins sorry for the slight delay in getting back to you, our developers have found an issue and are looking to resolve it. @Jeremy unfortunately we were not able to replicate the issue under your scenario i.e. Attachment form configured. We're aiming for the resolution which is in the works to resolve all issues We'll update you more on this soon Regards Mohamed
  14. 1 point
    @Daniel Dekel thank you, that is why we have so many issues with people filling out longer forms then as this is 15 minutes! Thanks for the quick response.
  15. 1 point
    HI Chris, What you are describing relates to the way that IE security and/or your ADFS authentication is configured. These are both quite complicated and can be very different in different environments. We at Hornbill get by, but we are not AD experts by any stretch, I would suggest, if you can you should take these questions to your orgs AD expert group, the team that deal with your AD infrastructure, they would be by far best placed to give you the answers you need, as this will be very site-specific. Gerry
  16. 1 point
    This has been extremely useful thanks @Bob Dickinson. I've adjusted the "Post something new...." to "Provide an update..." in the user request timeline as our pilot users suggested this was misleading and meant post a new fault. Regards, Mike.
  17. 1 point
    Hi Jamie, This message will normally be displayed when you have requests that are using this particular workflow and they have not yet completed the workflow. It is possible to trace this back to find out which requests these are. Using the Manage Executed Processes on the list of Service Manager BPMs in Administration... You should be able to get a list of BPM Instances that are still active. In this example, I have used the filter to list of BPM Instances that used the BPM workflow, and then I selected In Progress for the status. For newer requests, the Ext. Reference will be populated with the request ID which will make it easy to locate these requests. However, for older requests, this field will most likely not be populated so you may need to take the BPM ID in the first column and search on this using the Database Direct feature in admin. The BPM Id will be stored in a field called h_bpm_id on the h_itsm_requests table. Once there are no more In Progress or Suspended BPM instances for that workflow, you will be able to delete that workflow. Hope that helps. Regards, James
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