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Victor

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Posts posted by Victor

    ESP Condition Expressions

    in System Administration

    Posted

    1 hour ago, SJEaton said:

    I want to include another layer into this expression to look at another custom field too (e.g. is it this, or this, and this).  Can AND, OR and CONTAINS be used in ESP Condition expressions?  Do I need to use brackets too? 

    @SJEaton yes, any logical operator can be used. For brackets, depends on expression and operator precedence.

    This should be helpful describing what operator precedence means:

     

    Where is the Mark as Solution button?

    in Problems and Questions

    Posted

    @JanS2000

    This thread was (originally) posted in a subsection of About the Forum section. Please note this section is specific to our community forum functionality. For any issues or queries about the Hornbill product please use the relevant sub-section from Hornbill Platform and Applications section.

    image.png

     

    Apologies for the lack of response on this, unfortunately the forum section is monitored by a a couple of forum admins and as such it had very limited visibility to Hornbill team. I have now moved this thread to the relevant section.

     

    Enhancement request to smGetRequests API

    in Integration Connectors, API & Webhooks

    Posted

    13 hours ago, samwoo said:

    extract the data using API

    @samwoo that's what I thought... don't use smGetRequests for this. Or for anything. I'll try and explain. Why. This API is built for one purpose only: to work in the context of the request list view in SM app. This is, let's say, an optimised method to allow requests list to perform (nicely) when displaying requests in the list. It is built solely to use specific front and and backend context provided by SM app. If we take this API out of its designated context, there is a decent chance it will perform badly and might even not work as expected, not return all the results one would expect, specifically because it is taken out of it's context. As you suggested, the API that should be used to retrieve records is entityBrowseRecords2. This is a designated API for this specific purpose to retrieve records and it's designed to (also) work outside app context (unlike smGetRequests).

    What exactly is over the limit if you would use entityBrowseRecords2? What records you need for PowerBI?

    Keysafe - Microsoft Office 365 Connector - Password change

    in System Administration

    Posted

    @Tina.Lapere there is no password (in Hornbill) for an oAuth2 connector... the connection is made using the token created when this was set up. When the token was created the authentication was performed in Azure context so using your (and your admins) username and passwords provided by Microsoft.

    Here is a summary of how the setup was performed for an oAuth2 connector:

    1. In Hornbill we create a keysafe for the O365 email connector

    2. We use the "Connect" option on keysafe to create the token

    3. Microsoft then does an authentication sequence to approve and authorise this token. This all happens in Microsoft context, not Hornbill.

    4. Once all is approved (in MS/Azure/O365) the token is created and this is what Hornbill email connector will use going forward to connect to your O365.

    • Like 1

    CRM System

    in General Non-Product Discussions

    Posted

    2 hours ago, samwoo said:

    These are not ITSM type services, more managing requests from customers. For example, if we offer a waste service, members of the public can make a request for more bags they can collect from various locations, or if there is anti-social behaviour needs to be reported and reported on then people can do that and each screen based on the type of service will look different according to the information that needs to be displayed.

    @samwoo you mean like progressive captures with specific questions and answers? :)

    Applying inbound email updates to existing Requests

    in Service Manager

    Posted

    3 minutes ago, Berto2002 said:

    there will be two Requests that match the "Reference" Regex

    It will be matching SR00060093 which has been cancelled thus the email will not be applied to it. If the rule is to replace an SR with an IN you can simply change the reference as: [inIN]{2}[0-9]{8}

    Note this only works for when you want to specifically look for an IN.

    Progress Capture Broken?

    in Progressive Capture

    Posted

    1 hour ago, QEHNick said:

    if you copy and paste a node, change elements in it, the Progress Capture does not present the changes to the user. This is where this problem seems to stem from. It's as if it continues to use the original nodes settings.

    @QEHNick where is this, is it when you design the PC or when a user actually uses it to raise a request?

    Custom32 Field - In email template

    in Service Manager

    Posted

    @George Warren it is a bit difficult to troubleshoot this on forums... may I ask you to raise a support request so it can be investigated?

    One thing to mention is that email template variables will not resolve on request timeline updates, specifically this:

    image.png

    ... will not result in the variable value being displayed. The variable in {{ ... }} format is only resolved in email templates.

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