samwoo

Good afternoon, I would like to request a couple of enhancements to be made to the Roles screen in Platform Configuration. Please could Wiki Markup be rendered in the Description column If that's not possible, the at the very least, please at least allow line breaks to be displayed I have been doing some tidying up of the user roles and roles in general, and these are two new roles I have created today so far: I envision this looking something like this: If the text overflows, then simply allow users to hover over it so it pops up with the full text, or just blur it out at the bottom and people will be forced to click into the Role to see more if they are interested. Thanks, Samuel

Thanks @Steve Giller for the information, that is useful to know. I may have to consider storing this in a Simple List but I can't remember how Human Task questions handles Simple List values, whether the list will display the name and the selection made by the user stores the value or the name... might need to have a play. However I was wondering what @Steve G thinks of having a new Cloud Automation node for this, or update the existing Cloud Automation -> Utilities -> Get Date Difference node to produce the Duration in ISO 8601 Format?

Good morning, I don't know if this is a defect or a user error, but I've had a process that's been in place for some time now with no changes made, and today there has been an error with it. I have a Wait for Status Change node that is used if there is a Delivery Date set against the Human Task. This Delivery Date is used in the Expire Period field. Here is the question on the Human Task: When the Business Process gets to the Wait for Status Change node, this error occurs. I checked the value of the Human Task question and it's: So I then checked the help for that Expire Period field in the Wait For Status Change node, and it says this: If I am reading that right , I cannot use a Date/Time value in here... I need a duration. But I cannot see any utilities that can generate a Duration between the current date and the Delivery Date... The closest I can see is Cloud Automation -> Utilities -> Get Date Difference but none of the outputs appear to indicate the duration. What can I do to solve this? Thanks, Samuel

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Cheers @TrevorHarris!

Hi @TrevorHarris, No problem at all, happy to point these out Regarding the second point, maybe I just had a "glitch in the matrix" moment where any updates to the Human Task description was not reflecting in real time - just double-checked this morning and it appears to be working as expected, so maybe not an issue after all. Thanks, Samuel

Hi, Just listing the following issues with Board Manager (nothing major, just annoying or to bear in mind): When using a button and auto-task within the Board Timeline Card View to move the card to another lane, the buttons at the top don't refresh automatically. On my instance in one of my Boards, I have different lane that displays different buttons at the top that will allow the cards to move along to the next lane. When it reaches the next lane, the Buttons will be different. This doesn't get refreshed. For example this card is in the "Pending" lane: When I approve, it gets moved to the "Approved" lane, but the buttons remain the same: Only when I refresh the page or navigate to another card and back, the correct buttons are shown: When updating the description of a card (particularly a Task) the Card doesn't update in real time. I have to refresh the entire board to see the changes. I wonder if this means multiple people using the board at the same time won't see changes in real time as well?

Good afternoon, We are (hopefully) starting to utilise Board Manager more and would like to request the following enhancements: Tag Grouping - being able to group and regroup tags would be of huge benefit Include the ability to filter on Tag Groups as well as individual tags Ability to assign a tag to multiple groups Ability to re-order tags in the list. We have created a lot of tags and they are all out of order Ability to search for tags When assigning them to a card When filtering User-definable tag colours so we can expand on the current Hornbill offering. Thanks, Samuel

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+1 for the Employee ID and Logon ID fields to also be available

+1 we are having this issue too where the SLA's are not being applied at the start, but further on in the process they are suddenly assigned (though I cannot figure out at what point). We are also having issues with Human Tasks prior to the SLA being automatically assigned... we use the Get Request Details to grab the Team (for Tasks) and when using this in the Human Task, it errors saying the Team doesn't exist, even though it does! We had to manually update about at least 10 ticket BPM instances this morning (I've been on a course so there may be more now) by manually setting the team in the Human Task instead of relying on the variable. Not sure if my second issue is related to the SLA issue or not though, but it appears to coincide.

In our New Starter Process, we initially used the Hornbill/Admin/Create a New User iBridge to create Hornbill Accounts after the relevant fields were populated from both when the ticket was logged and a Human Task prior to that to capture the User ID once the Support Team has set them up in Active Directory and the Exchange. Once the Hornbill account is created, the relevant roles and company is assigned to the new user Hornbill account and then the account is created as a connection to the ticket. (Yes we've taken into account if someone is a returner rather than a new starter, and the flow has been catering for that too). This has been working for over 6 months, but suddenly yesterday and today, all our New Starter requests have been failing at the Create Connection part of the step. It turns out that the iBridge node was no longer creating any Hornbill Accounts, which is causing the Create Connection node to fail since the New Starter doesn't exist in Hornbill. I couldn't find any error details anyway in the logs, nor could I find a way to extract the outputs of the iBridge node to timeline (I could only capture if the status is errored, and it was erroring). I then used the Hornbill Automation equivalent of the Create New User node, and it is also not creating the User Accounts as well. This has resulted in 7 New Starter Requests failing, with two non-related Tasks being cancelled (this makes absolutely no sense as these Tasks are another part of the parallel process... they shouldn't have been cancelled......) The workaround for this issue is to create the Hornbill accounts manually and restart the process, but because the other Tasks are cancelled, it has completely messed everything up. For now I will advise the Tech Support Team to create the User Accounts in Hornbill before they progress with the Task where the following node "attempts" to create the User account. ps. don't worry about the password being "password" - I have been testing to see if that could be an issue or not, and it isn't.

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Good afternoon, I would like to request a BPM Status field within the h_itsm_requests table that changes based on the status of the BPM, whether it's active, suspended, failed or completed. In addition, I would like to expose this field in the Request List where the values are colour coded. Active = Green Suspended = Orange Failed = Red Completed = Blue (of a sort) This will be useful to quickly see at a glance within a view the status of the BPM behind the ticket. (This is intended to complement the existing the existing Manage Executed Processes but for non-admin users) Thanks, Samuel

I tried it with popup instead of URL and as Gareth mention, it doesn't work. It displays [[h_summary]] in the Google Search field, instead of the actual summary of the ticket. URL works though but I can see the benefits of using popup, so this certainly needs looking at.

Hi @Berto2002, That would be useful - we will be looking to revamp our change process at some point this year. We still currently use forms alongside raising a ticket. Initially my thoughts on our new process (before anyone has come to me about it) is that all Change fields will be updateable whilst the ticket is being logged but are non-mandatory to allow users to raise tickets if they still don't have enough information on-hand or want to get something in place in a "Saved" state as it were. When the ticket is raised, a Human Task appears with the buttons to "Cancel" or "Submit" the Change. This gives them time to populate everything before it goes to the Change Board. Once the Change has been "submitted", throughout the process will be Human Tasks, where there may be a step to "Update Change" which could include non-mandatory fields for updating the h_proposed_start_time or other fields if changes are required. This is particularly useful if the Change Board disagrees with the proposed date but agrees on a new one for example in the same meeting. So yes, I think this would be useful for when we start to review our processes, but for all Change related fields. +1 Thanks, Samuel

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Sorry Mike, I re-read your requirements so the above is probably not helpful - I can't think of how it can be displayed in a chart at this time (it's the end of the day...) maybe someone else will have some ideas, or, alternatively you could explore writing a report, and using Power BI + R Script to script to receive the reports from Hornbill, and create charts for them if that's possible in your org.

Hi @Mike Jones, I don't know if this is what you are looking to achieve... But this is how I pulled it off... Start Date: End Date: ---------------------------------------------------- (Horizontal line...ish): [Apps Team - RESPONSE %]: [Apps Team - RESPONSE %] (Copied): No. Within Response: No. NOT Within Response:

+1 to having per user configurable "unreadColour" option(s)

@Berto2002 - Not sure if this is helpful, but if you use the Business Process to create linked request (for example if you want to imitate Parent/Child tickets) then you can set the source in the Business Process. For example, this is a part of our New Starter Process: A ticket is logged to the Housing Service (the IT side only, our Housing Dept. don't have Hornbill access). When the ticket is created via the BPM, you can grab the Request ID, which can then be used in the following nodes afterwards: So for example, you can manually set the Source of the ticket to something like "New Starter Request": If you want the user to be able to update the source of the current ticket logged, then you will probably need a Simple List and a Human Task, but by default the Source is set based on how it is logged in the first place, so there is "Request", "Email", "Analyst", "Portals" (I think), "Post" etc. but these can be overwritten by the Update Request -> Task node. Not sure if this is helpful, but this has been useful for us.

Hi @James Ainsworth, Did this ever move up the backlog? Thanks, Samuel

What we do in our BPMs, when tickets are logged we set the status to "New" as one of the first nodes. We also assign the ticket to the initial team, send the request logged notification email to the customer, then start the response and resolve timers. Following all of this and any other "pre-processing" that may need to take place, we suspend the process and "Wait for Owner". Once an owner is assigned, the response timer is marked at that point. I dont know how the timers are used for reporting though. Hope that helps.

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