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Victor

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Victor last won the day on June 21 2023

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  1. When you get the first "broken template" displayed, F5 to refresh the page. This will then display the "whole template". And also, you can then edit any other template, without encountering this issue. This is being looked at by development.
  2. @Val C what exactly are you looking to get from this report?
  3. @JamesGreen ok... as mentioned above the tool does not have anything "built-in" to route connections through proxies it simply uses the connection as provided by the environment where it runs... so I would say something in your environment has the connection routed through the proxy... maybe the machine itself needs to be restarted after the changes, not sure... but not my area of expertise I'm afraid..
  4. Victor

    Sandbox

    Just FYI while in the pipeline, no one will be able to see it apart from the user designing the service, and only for the purpose of designing the service further until is ready to be included in the catalogue.
  5. @Lee C you would do this in "Profiles" in the admin tool. This option is located in the "Data" section. https://docs.hornbill.com/esp-config/data/profiles
  6. Victor

    Workflows

    @Lee C https://docs.hornbill.com/servicemanager-config/customize/workflows/service-manager-workflows#email-notifications
  7. The tool does not have anything inherently built to use connections via proxy it simply uses the connection set in the environment... in cmd prompt window if you type in netsh winhttp show proxy what do you get? If the environment has no proxies configured it should show something like this: If the tool still tries to connect via proxies it is the connection in your environment still set to use proxies. Maybe the machine needs a restart once the proxy config is reset (removed). However, I am no expert in this area.
  8. @Andrei Spiridon would recommend using the option on your Premier Success plan and raise a support request. If this is a defect you will also be provided with a defect reference you can then track with our support team.
  9. As far as we know, it shouldn't. The issue should only be when editing workflow nodes. If you experience an issue with raising requests, I would advise raising it with support. The issue might be related to the one on workflow but might very well be something different that would need to be investigated separately.
  10. @Jacopo Carraro we have moved this thread to the appropriate section but just an FYI reminder:
  11. @Liam Jackson we have moved this thread to the appropriate section but just an FYI reminder:
  12. @MacLean Ferguson we have moved this thread to the appropriate section but just an FYI reminder:
  13. @JamesGreen we have moved this thread to the appropriate section but just an FYI reminder:
  14. @Estie as mentioned in the FAQ, when setting up a target you need to consider working time and not calendar time. So for the SLA timers a day means the number of working hours which, in general, is 8 hours. So one day, for the SLA, is 8 hours and not 24 hours (which is what the calendar day has). With this in mind if we say that an SLA has a target of 4 days, when transformed into hours, this means the target will be 3 * 4 = 12. So the 4 day target, means 12 hours. So this number, 12 hours, is what you would configure on the SLA. If we take another example, let's say the SLA has a target of 2 weeks. We then transform this into days, working days that is, which in general would be 5 days/week * 2 = 10 days. We then transform the 10 days into hours so if the working day has 8 hours, the number of hours is 10 * 8 = 80 hours. This would be the number we would need to set on the SLA. However, you will notice that on the SLA, you cannot select more than 24 hours in the hours field, therefore we need to transform the 80 hours back into days. So, for the purpose of setting the numbers on the SLA, we take the 80 hours, divide them by 24 and that results in 3 days (72 hours) and 8 hours. And this is what you would set on the target on the SLA. Now, with your 6 months target in mind, we can say this number of months equates to 183 days (31 + 30 + 31 + 30 + 31 + 30), that is calendar days. This being the number of calendar days, we now work out the number of working days so first, we exclude weekends for this total, that means, out of 183 calendar days, the number of working days is 183 - 26 = 157 days, that is working days. Now we transform this in hours and, same as above, we consider the working day to be 8 hours. So the number of working hours is 157 * 8 = 1256 hours. To set this on the SLA we then transform this back into days (this time is calendar days) so we get 1256/24= 52 days and 8 hours and this is what would configured on the timer for the 6 months (calendar time) target. Please note the above calculations assume the working time is 8 hours/day, excluding weekends and does not account for public holidays. If you are to set 121 days on the timer, we then reverse the calculation as follows: 121 days * 24 hours = 2,904 hours which we then convert to working days: 2,904/8 hours = 363 working days, which we then covert to working weeks: 363/5 days = 72 weeks and 3 days (which is roughly 1 year, 4 months and 2 weeks). You can also try and convert to months here but since the number of days in a month varies, is not a straightforward calculation. If you don't want to go through the logic presented above, my advice is to use the spreadsheet provided in the FAQ, it automatically calculates the numbers you need to set in Hornbill based on the numbers you input. Alternatively, you can ask a product specialist to assist you with this configuration by raising an Expert Services request with Customer Success. Note: the above calculations assume a working week to have 5 working days and a working day to have 8 hours. If your working time is different then you will use different values for working day and working hours in the above calculations.
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