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Conor

Hornbill Product Specialists
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Everything posted by Conor

  1. Hi @Tina.Lapere I hope you and your family are well firstly, it's a crazy time! I'm jumping in on this very late, but from what I understand I think there is a very simple solution here: Within Customer Manager against both the organisation list and the contact list, there is an export button at the top of the list which will simply export everything, here: Exporting from here will give you a csv file of all organisation detail, and the same for the contact export. The Supplier Manager imports from the admin portal are structured roughly the same, there is a separate import for both supplier organsations and supplier contacts, so it will be a very simple case of exporting everything from Customer Manager and then importing it back in under Supplier Manager. The contacts have the organisation names against them in the last column of the export, which will be what is required for the Supplier Manager contact import to link the contacts to the organisations, so I don't think there will be much data manipulation to do (if any). I may still copy columns from the exported data into the Supplier import template to keep the columns headings the same, but they are so similar it should be a straight forward copy and paste. The only difference I could see at a quick glance was the permissions field on the Supplier import, but the template has an example which mentions that there is a Supplier User role although this will only be for analysts anyway so isn't mandatory, and I would suggest isn't the place to manage analyst rights. It should be as simple as that, but give it a try and let us know if you have any trouble. Thanks Conor
  2. @AndyHill These settings are in the Service Manager settings, here:
  3. Hi @Darren Rose There are password options in the Home -> System -> Settings -> Advanced section. I believe that anything prefixed with guest is for contacts on the customer portal, and settings prefixed with user are for basic users on my services portal:
  4. @aidangouldthorpe Who is the task being assigned to in the process? The error says that the user (SYS_BPM_MANAGER) the process is trying to assign the task to does not exist
  5. Hi @7oaks @Lyonel is spot on, only members of the IT support team will be able to see tickets that have been assigned to the IT Support team. Each analyst will need to be assigned in the System -> Organisational Data section of the admin portal. I've put a screenshot below to highlight exactly where: If that is all good, then each analyst will then be able to select the IT Support team from the Team drop down from the request list to the see the current team queue. For the shared views part, each view needs to be shared with a user / team / role from within the view. This is done within the view itself, on the right hand side tab on your second screenshot above. Once the view has been shared with the IT Support team, each member of the team will be able to access the view via the 'Shared Views' section of the views drop down list. Like this: Hopefully this sorts it, but let us know if you are still having any issues
  6. Hi @Jeremy Yes it is absolutely possible. To use the customers team manager each user needs their manager specified on their user record, which is usually done automatically via the LDAP import (if you haven't got that already then details on how to set that up can be found here: https://wiki.hornbill.com/index.php/LDAP_User_Import#Setting_a_User.27s_Manager_in_Hornbill ). Using the get request information -> Customer details in the BPM would give you this infomation for an authorisation task. The Team Manager and Team Leader variable would be for the analyst team rather than the customers organisation or department, but you can get these details from the get request information -> Team details node in the BPM, and then pass that through to the authorisation task.
  7. Hi @Alisha This is tricky because the h_responsetime field is only set when the ticket is responded to, same with the h_withinresponse field as @Steve Giller mentions. The h_respondby field is populated when the response timer starts so we could use that along with the h_datelogged field for the 30 minute bit... So you could try something like this: select h_pk_reference AS Reference, TIMEDIFF(NOW(), h_datelogged) AS Response from h_itsm_requests where h_withinresponse is null AND h_datelogged < NOW() - INTERVAL 30 MINUTE AND h_respondby > NOW() This will only show tickets that still haven't breached the response time though, not sure if that is important? You could extend that value on the last line to an hour or two in the same way as the line above it, like this: AND h_respondby > NOW() + INTERVAL 60 MINUTE As soon as the ticket is responded to the h_withinresponse will be populated and won't be null anymore, so will then be excluded from the widget. The TIMEDIFF bit will still give the counter on the widget for the amount of time since the ticket was logged. Obviously add in your own clauses as above, but I think this is the kind of thing you are after...
  8. Hi @Paul Morrow I believe you need the service defined in there, you could also use the 'Copy Service?' option at the bottom of this list if you want it to stay the same service, but I believe you need this defined. This screenshot is from an example that works: The stage checklist error could be from mandatory checkpoints not being ticked - double check that any mandatory checkpoints in the process will always be hit no matter which branch the workflow takes, and any checkpoints that may not be hit then make those ones optional. One other thing to double check - is the Incident option turned on for the service you are trying to log this incident against? In the service config there is a switch at the top of each call class to set whether tickets can be logged as that type for each service, like this:
  9. @Dan Munns @Giuseppe Iannacone You are correct it is a 2 part change, the server update has been rolled out but the admin update has not quite yet. ITOM is currently slowing the release of the update for the second part. It is coming - I've been told next week, so just a few days more to wait for this AND the ITOM preview.
  10. Hi @Paul Morrow What have you got in the 'Log Incident' Node? (Can you paste a screenshots of the config) Does the Incident checkpoint get marked when it is an incident i.e. is it definitely going down the left hand branch?
  11. Hi @Alisha Try this SELECT h_pk_reference AS Reference, SEC_TO_TIME(h_itsm_requests.h_responsetime) AS 'Response Time' from h_itsm_requests where h_responsetime > 1800
  12. Hi @HHH There is a change ownership facility in the admin tool area for Document Manager:
  13. Hi @AndyGilly It has been asked for and there is a change for this to be added to the system, but it is not on the 90 day rolling road map at the moment. I have added you as a connection to the change request so as soon as it has been added you will be notified, and as you know you will get it straight away without downtime or consultancy or any of the associated upgrade cost. There is no timescale at the moment, all I can tell you is that it won't be added in the next 90 days. In terms of the practicalities, one workaround at the moment is to set the request to be a resolved sub-status when the analyst thinks it is resolved, and then following a number of hours or days the request can auto close via the BPM. It's not ideal as the resolve time won't then be captured, however if the request does get re-opened you will be able to report against the full ticket lifecycle. Does this happen often where tickets get resolved and then re-opened by the customer?
  14. Hi @HHH I haven't tried this particular integration myself, but this looks like it may have your answer - https://powerusers.microsoft.com/t5/General-Power-Automate/Easiuest-way-to-get-calendar-id-for-the-Office-365-Calendar/td-p/6279 Hopefully someone will have a really simple way to find it (right click type thing), but I've seen these key things hidden away in URLs or multiple sub-tabs in some MS products before. Let us know how you get on
  15. @Jeremy at the moment the resolution box won't pull the formatting from an FAQ through to the resolution box - it has been flagged with the development team but it isn't a straight forward change AFAIK. Emails will be able to support any formatting such as hyperlinks, images, logos, etc. and your FAQs will display fine on the self service, just not the resolution box at the moment. It has been flagged to the right people so I will try to update you here as soon as there is more info on this one. For the moment you could send the formatting in an email using an email template, or send a link to the FAQ on the self service in the email. In terms of managing the FAQs in one central place, it's not possible at the moment as they are driven through each service - I personally think is a good idea, but again that would be quite complex to change so I will flag it with the relevant teams for discussion. Apologies for the delay on this one Jeremy, and the answers aren't great at the moment but I will try and keep you updated
  16. Hi @BobbyB I believe the table you want is ''h_itsm_questions''
  17. @aykut.boyraz The routing rule expressions are essentially SQL statements so the easiest way to meet your requirement would be to add to your existing expression something like: AND fromAddress NOT LIKE '%@BlockedDomain.com' Obviously replacing BlockedDomain.com with the domain you want to block. You could use the fromDomain instead, I recommend trying it out to see what works best for you
  18. @Ann-MarieHolloway I couldn't tell you if there will ever be an option, with the rolling roadmap things change fequently so it is certainly possible. As far as I am aware there is nothing planned at the moment though. @Steven Boardman @James Ainsworth have either of you heard anything about this potential enhancement?
  19. Hi @Ann-MarieHolloway There isn't currently a way to add a comment using the FAQ functionality. You could use the customer feedback part to ask questions related to the FAQs, but these won't be linked directly to the FAQs as this customer feedback will require a request logged and resolved first. There is a way to report on the user and their feedback per FAQ though, and that information is held in the h_itsm_faqs_feedback table. You can use the reporting suite or Advanced Analytics in the admin portal, but not the in-app reporting. The data will show you the FAQ that feedback was given for, the user that gave the feedback, and the rating - which is either 1 for thumbs up, or 0 for thumbs down. Hope this helps
  20. Hi @Jeremy You can add in a custom field to cater for this. On the Co-worker profile page in the analyst portal click the design button at the top (just above first name): Add in a custom field called title, and then you can populate it directly from the import using the relevant custom field, i.e. attrib1.
  21. You would have to put it in one of the existing fields yes. Why there isn't a specific field for the prefix I don't know, but as far as I'm aware you are the first to ask about it...
  22. Hi @Jeremy Yes absolutely - the only hesitation I would have is whether or not the prefixes are in the source data, if they are then from this page it says: It is possible to construct a value by specifing multiple directory attributes against a Hornbill user property E.g.: * "Handle":"[givenName] [sn]", - Both Variables are evaluated from LDAP and set to the Handle (name) param So you can simply add the strings together in the import as above, or alternatively put the prefix into one of the unused fields on the user profile. If the prefix value is not in the source data, then you can hardcode it in to an import, but as it's hard coded every user imported will have that same prefix so you would have to create multiple imports Thanks Conor
  23. Hi @AndyHodkinsonPrincesIT It looks like the issue may be because you are using the old import tool - try the new one in the admin portal here: Home > System > Data > Data Import Configurations. It's all the same fields with a few extra functions, but managed within the admin portal. Further info here: https://wiki.hornbill.com/index.php/LDAP_User_Import The Timezone is a drop down firstly, although the currency symbol is still free text, but I can confirm that the euro symbol does work from the user interface and the value is stored in the DB... if that helps... Try it from the new import tool and let us know how you get on
  24. Hi @Alisha For most types of posts you can change the visibility in the individual update. As far as I'm aware customer updates and system updates you cannot change visibility... (someone feel free to correct me if I'm wrong) but all others you can simply click on the 3 dots in the bottom right of the update -> select the change visbility option -> set to the correct value
  25. @SJEaton is the call class switched on at the top? I've done this myself...
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