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Showing content with the highest reputation since 10/25/2020 in all areas

  1. We have now implemented baselining/version control on progressive captures. This is broadly speaking the same behaviour as you are already familiar with in the BPM/AutoTask?RunBooks etc... so its behaviour and function should be familiar. Once this is pushed to live instances (2-3 weeks) all of your existing pro-caps that are currently active will get baselines to version 1 automatically so there is nothing you need to do in order to take advantage of this feature. Once this has been rolled out, this does of course mean that after editing a pro-cap, you will have to baseline it in order to activate it.
    8 points
  2. 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
  3. @Berto2002, @nasimg, @Martyn Houghton, @Alisha, Just an update on this - We assessed the requirement and extended the Snippets feature to provide an option to make a snippet available on the Update action tab. The snippet can be used in the same manner as the Email and Resolution action tabs. This enhancement will be rolled out to all instances in the next 2-3 weeks. Ehsan
    6 points
  4. @all We found the cause for this issue. A fix is being prepared and rolled out on all live instances.
    5 points
  5. @Vikki Cameron @Alberto M@Jeremy@Dave Woodhead@Chris Winship We pushed a fix to your instances to resolve these issues. Many thanks, Nanette
    4 points
  6. Hi @JoanneG We've implemented a fix for this issue, it may be too late for the fix to make it into the next update, but if so it will be available in the following update. Kind regards, Dave
    4 points
  7. @Victor@James Ainsworth Thanks to @Yodit for inspiring a solution to my problem regarding the inclusion of "between user specified dates" in report titles. Whilst she was writing a quick report to troubleshoot a problem, she offhandedly mentioned that she could instead of using the double sided "between", it could be written as a greater-than or equal to a user prompted date, and a less than or equal to a second user specified date. Brilliant! When done that way, and including the variables start & end for my user prompted values, I was able to produce this, which was exactly (or close enough) what I wanted.
    4 points
  8. @Alberto M @samwoo @Jeremy @Alisha We are working on an idea of sub-process which will be a workflow that can be invoked from another workflow. Still early stages so no dates or anything else atm.
    4 points
  9. Hi Jeremy, Finally getting there with our Employee Portal - the stock image is being replaced with some Corporate branding but overall this is how ours will look Many thanks!
    4 points
  10. @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
  11. Hello Everyone The latest build of Service Manager (2126) has been released to live. Change Log for this release are as follows: New Introduced a new setting to set the sender's display name when sending automated email notifications. This behaviour can be controlled via "guest.app.requests.notification.emailPrefixDisplayName" application setting. By default, the sender's display name is "noreply". The notification settings that can benefit from this setting are, guest.app.requests.notification.notificationType.emailUpdate*, guest.app.requests.notification.notificationType.feedbackSubmitted*, guest.app.requests.notification.notificationType.cancel*, guest.app.requests.notification.notificationType.portalUpdate*, guest.app.requests.notification.notificationType.subStatusChange* and when notifying an authoriser. Suite of Hornbill Automation tasks introduced under "Requests > Assets" to update the attributes in assets that are linked to a Request. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Assets {CH00154239} Service level resolution timer in a Request can now be paused after the Request's status is resolved. The resolution timer can be paused and resumed automatically via "app.request.pauseResolutionTimerOnResolve", "app.request.resumeResolutionTimerOnReopened" and "app.request.stopResolutionTimerOnClose" application settings. Alternatively, to control this behaviour via a process "Application > Timer > Pause Resolution Timer" and "Application > Timer > Resume Resolution Timer" Hornbill Automation tasks can be used. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Change Extended "Requests > Update Requests > Service" Hornbill Automation with a new option to assess the workflow to use when the Request's service or catalog item is updated. - See more on the wiki https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Update_Service Fix Mapped custom field is not updated when a hidden Date control field has no value. {PM00165755} SLM Events can fire when a request is on-hold following an escalation or de-escalation of the request. {PM00165072} Form changes in the Service details do not save if you click away from the pop-up. {PM00165511} Wiki mark-up is not respected in the 'Services Details' form in Progressive Capture. {PM00165434} Unable to upload a file containing a plus sign in the file name within the Attachments section in an Asset. {PM00165499} The "before x days" filter option for columns resolved on, closed on, reopen date in request list views does not apply any filtering. {PM00165250} Wrong colour indicator for "Last Updated By" when Request details are updated. {PM00165595} Intermittent issue when updating Request's custom fields via Progressive Capture. {PM00165515} Added debugging and retry to 'Requests > Get Request Information > Source Email Details' Hornbill Automation. {PM00165101} Mandatory warning message is still shown even after a file has been uploaded in Progressive Capture. {PM00165139} Routing Rule template filtering with pagination does not work correctly. {PM00165176} BPM Workflow selector in a Catalog item should only show business processes. {PM00165267} Date values are not always copied to the questions section of linked Requests created by a process. {PM00165297} Incorrect value for Regional Manager is returned by "Requests > Get Request Details > Site Details" Hornbill Automation. {PM00165379} Unable to download a template file in the Upload Assets area. {PM00165399} Progressive Capture stalls on the Site form in the Service Portal when the customer's site Id is invalid. {PM00165423}
    4 points
  12. Hi all, Just a quick note to say thanks to @Graham @Ricky we went live last night with our first piece of automated software deployment. We couldn't of got there without your help. Here's to start of many more!
    4 points
  13. Hi, In next release of document manager we've added a bookmarkable page which will automatically download the document when you open it. This will allow you to share direct links to the download page Thanks Trevor H
    4 points
  14. 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
  15. Hi All, The long awaited support for PCF versioning is now live. When your instance is updated during your server maintenance window it will automatically enable in the Administration tool. It works in the same way as BPM. The UI for publishing a PCF is practically the same. So now you will as normal edit the "draft" and when you want to release that draft you simply publish it. Again like BPM versioning you can de-activate/re-publish a specific version of your PCF. Cheers
    3 points
  16. All, Apologies for the inconvenience that this has caused. This was changed as part of the new Hornbill look & feel. We have now corrected the expansion issue, an automatic update will be applied to all instances in the next hour. Ehsan
    3 points
  17. Can we request a new additional Portfolio Status value for Service. At the moment when you set a Service to a portfolio status to 'Retired' the service is no longer visible on the portals or live user app, but also the customer can no longer search for or view their previous requests under the service by the historic URL link. Can we ask that a new 'Archived' status is added, which has the same impact on visibility of the service the portals/live user app, but the requests logged under the service are still included in the portal request search and historic request URL links. In the real world operation of the Service Catalog, there will be many service changes which will necessitate the 'archiving' of services, but it is important that co-workers/customers can still access their historic requests. Cheers Martn
    3 points
  18. Is there an update on this and the other enhancements around making Bulletins more useful? Cheers Martyn
    3 points
  19. Hello All, The PCF versioning work will be going live imminently. I believe a server build will go out tomorrow all being well. The admin tool that was released today has support for it and will automatically switch over when the instances get updated to next platform release. The versioning works just like the BPM, same sort of publishing form and you work on the draft and publish the draft when it is ready to go out etc. Cheers 7 FYI @Brhow @Martyn Houghton @AmyW @Alberto M @Carl Tovey @Alisha @Jeremy @HHH @Joanne @HGrigsby @Aaron Summers @Dan Munns @Lyonel
    3 points
  20. Hi all, Thanks for the feedback, we will look to add the ability to reorder the custom buttons in the near future - will update here when its released Thanks Trevor
    3 points
  21. Have you tried using the {{RequestLastActivity.H_content}} variable within the AnalystCustomerUpdateRequestNotification email template?
    3 points
  22. I've had a few reports from analysts reporting some of their teams are no longer visible today. Although the team is not visible in the drop down, the request are still visible in the request list. Turns out the scroll bar (on the side of the menu) is not active, the only way I can get this to work is to use the middle scroll on my mouse. I think this has happened once before but believe this behaviour has returned since the latest Service Manager update (last night for us). Scroll in this area with the mouse SCROLL BUTTON, allows the other teams to appear, then the scroll bar is active (if you come back later).
    3 points
  23. @Martyn Houghton, Yes there will be as soon as we have investigated this further and confirmed that all operations are up and running. Ehsan
    3 points
  24. All, Thanks for the posts. Our devs have identified 2 issues which we are working on . We hope to be able to patch shortly and will post an update every 15 minutes with our progress. Kind Regards
    3 points
  25. Thanks @Daniel Dekel Great work on the new UI, its much cleaner and aesthetically pleasing. Cheers Chris
    3 points
  26. Just some feedback on the new preview UI - I notice that the GRC module is being shown on all our Users menu buttons but we would prefer other modules not to be advertised here ideally, and only show the modules we have purchased / active - is this possible please? Thanks
    3 points
  27. As n update, the new UI layout will be pushed live for all Hornbill customers on Wednesday 28th July 2021. There are still many improvements in UI/Layout to follow, primarily in the applications that we cannot deploy until the new UI layout is live, you can expect to see many UI tweaks and changes to bring our applications and other functions in-line with this new styling. Next up will be improvements to various screens/views/layouts in Service Manager
    3 points
  28. We are excited to share a live preview of our upcoming improved UI changes to Hornbill. As we continue to evolve our platform technology, and in line with our forward product strategy, we have started work on a full re-design of our UI/UX, with a view to improve every aspect of both the aesthetics and user experiences in Hornbill. We have the highest User Adoption of any leader in the latest G2 Grid Report, thanks to you, our customers, and we want to continue to drive this as you continue to rollout services and automation across your organisations. Our vision is to look at all aspects of our UI and UX, across all Hornbill applications, portals and mobile apps, and have defined the following high-level goals: •    Generally Improved UI design focusing on appearance/aesthetics/styling •    Improved and more scalable UI navigation •    The introduction of dynamic skins to support dark/light mode •    Significant improvement on mobile/adaptive/responsive UI/UX behaviours •    Simplification of system and application administration •    A heightened focus on role-driven tasks and day-to-day interactions •    A gradual transition from the current “all apps in a single browser tab” to “each app in its own browser tab” navigation scheme. This change is not a one-hit event, we have committed to a long-term journey with this focus and have embedded this approach into the fabric of our development processes. To support this initiative, we have established a strategic commitment to this program and have invested in dedicated resources ensuring that all future developments have a focus towards purposeful design and user experiences on all platforms. Instead of a single big-bang release, our intention is to roll out these UI/UX improvements incrementally over the coming months – which is 100% aligned with our already established continuous delivery model.    This preview is the first step, today, we are introducing a change to the top-level navigation system, as well as redefined styling, typography and general layout clean-ups and unification. Apart from the top-level navigation changes, there are no functional changes at this point, so we do not expect these changes to be disruptive to your day-to-day use of Hornbill. However, because the top-level navigation has changed, we are deploying this as a preview, so you have some time to try the new UI/Navigation at your convenience. You can switch between the old and new for the preview period and, of course, we encourage and welcome your feedback, suggestions, and contributions here on the Hornbill community forums. We expect these changes to be switched to the live stream within 2-3 weeks of making this preview generally available. Over the coming weeks and months we will be working on the following areas of the Hornbill solution to improve UI/UX and functionality across the board. all in line with the new design system. * Improved Employee Portal Design and Usability * Improved Email Views * New Collaboration Application & Views * Board Manager Views * Service Manager Request List View * Service Manager Request Details View * Service Portfolio Usability and Layout Improvements * Document Manager Views * Supplier Manager Views * Project Manager Views * New ITOM Application Views * New Administration UI/UX IMPORTANT NOTE FOR IE USERS: The current software continues to support IE11, even with the new UI changes, but we have changed our support status of IE11 to "best endeavour", which means it might not be perfect in IE11 as we make future changes. This is inline with Microsoft's own end of life announcements. See here for more details: https://wiki.hornbill.com/index.php?title=Getting_Started#System_Requirements
    3 points
  29. Hi, We're looking at implementing self service in our instance and we've noticed that the searching has to be very literal e.g. Searching "Homeworkers" shows the document "Technical Support for Homeworkers" but if you search "homeworking" nothing comes up. Is there a way or would it be possible to add a feature to allow us to add tags in the service portfolio for individual FAQ entries so that we can cover a wider variety of common search phrases staff might use? Thanks, Kind Regards, Luke
    3 points
  30. A patch is now in the process of being deployed to all instances. I will post confirmation once this has been completed.
    3 points
  31. All, we are aware of the issue and are currently working on a fix. I will have a further update for you shortly.
    3 points
  32. @RobW Pretty late to the party here, so perhaps the need has passed. I just wrote two similar reports to what it sounds like you are wanting to see. My purposes were a little different, the first version of the report shows all activity & communication, what and when it happened, against a single request. As we are in the US and a public company, and our Sarbenes-Oxley auditors often ask for this kind of detail. Like looking at ticket detail, but without access to Service Manager. The second version was to check the tone and frequency of communications from a single user across all requests they interacted with. I have not finished totally validating either report yet, but would be happy to walk you thru the process I used to create either/both of the reports, should you see value in such an activity.
    3 points
  33. You may have seen or read in other posts that we are working on improving knowledge management within Hornbill. As part of this there will be a some consideration around providing a centalized view of both FAQs and Published Issues as part of a new Knowledge Centre. Once available you will have to keep in mind that we will be introducing Knowledge Articles which you may find to be more appropriate for knowledge than FAQs. No time frames yet. We're working hard to get this to you as soon as possible.
    3 points
  34. Hi, When using the link document action button in service manager, the timeline entry does not provide a hyperlink. We wish to use this to direct customers to documents when the customer visibility is selected, so they can see a link in the portal. Can a link be included in the timeline entry and not just be plain text? Many Thanks
    3 points
  35. Hi All, We have updated your Hornbill instances with the fix for this issue. Ehsan
    3 points
  36. This is a part of this request: We could really do with an email template filter in our requests please....with so many teams and so many different CI's we use a LOT of email templates, and scrolling through them is a nightmare! (that's just the 'a's'!) So could the option of an email filter be considered please? thanks Paul
    3 points
  37. Hi @Alisha @HGrigsby Unfortunately we don't have the option to remove this at the moment. If a request is in a status of "Resolved" the portal user will be presented with the buttons. We do have an outstanding change for exactly this feature though - I have flagged this internally and added both of you as interested parties to it, so we will keep you informed of any progress. Kind Regards Bob
    3 points
  38. Hi @Daniel @Victor, Disabling the experimental.elasticsearch.enable setting worked :-) Thank you both for the suggestion. Best Regards Jamie
    3 points
  39. @Jeremy As an alternative approach we use a mandatory field with a specific Regex validation on it, in essence they would need to know a specific value in order to be complete the form, to stop them from logging the request, but provides a way to allow them to log one in a special circumstances if we provide them with a code. Perhaps the answer is a End Node which does not spawn a BPM and sets it as closed? Cheers Martyn
    3 points
  40. FYI, I have found a way to do this in the short-term. @Paul Alexander @HGrigsby @Adrian Simpkins @Alisha If you have a label that is mandatory then it prevents the 'Finish' button from being clicked. So we have a decision which branches if a certain customer/question is answered or displays a note saying not to continue and we make this label mandatory, therefore not allowing the customer to submit that request.
    3 points
  41. @Alisha @Martyn Houghton @samwoo There is now an option in the business process designer which allows you to Get the list of assets linked to a request, and use that output string to populate a custom field and inject that into email templates. You can choose to return a list of just the asset names, or include the asset type with the returned list You can do this for all assets of a request or per asset class These are under Entity > Requests > Assets Hope that helps
    3 points
  42. @all We have found the root cause for this issue and a fix is being rolled out on all affected instances.
    3 points
  43. Hi @Adrian Simpkins Thanks for that, it's very useful. And I understand what you mean about mapping to consistent fields across services - it also makes things easier for reporting across services and replicating working. I'll feed that back to the development team. Kind Regards Bob
    3 points
  44. @Adnan Zamurred I made a specific Bulletin Writer role. You need to create a role that has all database permissions to the h_itsm_service_bulletins table, nothing else. Use this role in addition to any other user roles since it's very specific. I made this because Services Manager is a very broad role and we wanted everybody to be able to write bulletins but not being able to change services.
    3 points
  45. Just wanted to say to everyone in Hornbill and those on this forum Merry Christmas & have Happy New Year! Thanks again to all of the communities members that help in answering posts and building a sense of community and thanks to Hornbill for listening and developing the product.
    3 points
  46. Hi Samuel, We will definitely take a look at this. We are doing some other work in this area over the next couple of weeks, so we will add this to the requirement. James
    3 points
  47. Apologies for the delay, I can confirm that the ITOM Free offering should be available for use on Thu 10th of this month. Unfortunately the move from Preview to the Early adopter release has required several major changes to be applied within different components of the Hornbill platform and these are all required to be pushed to the live stream, before access is made available. Once again my apologies for any inconvenience caused. Regards Ricky
    3 points
  48. @StephC @HGrigsby @Ann-MarieHolloway @Joyce @m.vandun @Adam Higgins @RobW We can inform you this has now been fixed in the latest platform (ESP) build 3416, which is now live in all instances. Kind regards, Nanette
    3 points
  49. A fix has now been deployed and the problem should no longer be occurring. Let me know if this is not the case however. Apologies for any inconvenience this may have caused.
    3 points
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