samwoo

As @Steve Giller post shows, it's been around for a little while and has been AMAZING for our New Starter, Mover and Leavers processes. Just throwing that out there

Maybe i'm misunderstanding how this all works but I want to be able to capture any tickets that goes into P1 or P2, either at the point of ticket creation or after the ticket has been logged. This can happen from anywhere, but initially the priorities are set to either P3 for Incidents or P4 for Service Requests.

Hi @Steve Giller, That was just my latest test. I have tried different variations, for example to run 15 minutes before the Response target, 10 minutes before the Response target but nothing works. It doesn't seem to fire past events, for example if a P3 ticket has been opened for an hour and then we escalate to a P1, no event runs regardless of the set up. I created a test process that allows me to select a priority at the process of logging the ticket - the SLA is correctly set, but none of the events are firing at all. Each time I go into the Board Manager actions setup, after initially setting it up, the fields are blank, despite me setting the board and lane numerous times. I wonder if this is a defect that's the reason no Board events are being raised? I haven't tried the other events - but will do so now.

Good morning, Sorry for bringing this up. The *firePast* settings no longer exists, and if I have a ticket that's for example a P3 changes to a P1, none of the escalation events are firing. Please can someone advise? In our processes, the response and resolve timers start at the same time. Our P1 response target is 15 minutes, and resolve target is 2 hours, hence the escalation running 2 hours and 15 mins prior.... this should take into account escalations if the P1 was set during the ticket being logged and before the response timer was marked, or after the ticket has logged after the response timer has been marked. I did try and use the escalation settings specific to each target, but nothing happened in testing. The only thing I notice, is that each time I go into the Add to Board Manager screen after already making some changes, the Board and Lane fields are blank... so I am wondering if clicking Update is not saving these back to the database. Please advise.

@Steve Giller There are a couple of Apps we use that utilises LibreOffice/OpenOffice (managed and hosted by the Supplier) over the net to display .txt, .rtf, .docx, .xlsx, .pdf, .csv, ppt, pptx and more in read-only view, and can be extended. We simply open the attachment from the record within the App, and the App will determine if it's a file that can be opened in the Viewer and if so, will display it natively in the browser. We can even update or create documents that will write back to the database on these Apps if in the area of the system (ie. to create document templates). Something like this could work with the integration capabilities, or maybe a similar but simpler in-house solution might be a good idea at the very least used for viewing these files? Prior to the Supplier implementing these solutions on these other Apps were cluttering people's download folders to a point where some people started to almost run out of space and does not know about having to tidy it up manually. Of course, these documents can be downloaded or printed directly from LibreOffice/OpenOffice if required.

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+1 to the ideas - hopefully, explorer view will be improved at some point as lots of potential there.

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Hi @Jim, No problem at all I hope you managed to capture the code after I made a slight amendment to it... I accidentally set to where h_class != '1' but it should've been h_class = '1'. Basically restricts where the users is not in the list of accounts where their class is equals to '1'.

Hi @Jim You could try something like this in the WHERE clause? h_fk_user_id not in ( select h_user_id from h_sys_accounts where h_class = '1' ) Hopefully this works. Thanks, Samuel

+1 I think cancelled requests should be removed from all boards as they can be cancelled at any time. This should be configurable as some organisations may want visibility of cancelled requests in a board... So maybe it should be config that is defined on the board itself.

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Hi @Steve Giller, This is in the Intelligent Capture / Business Process Workflows. When you save and publish a new version of the process, you have the ability to define version notes on what changes were made for that version. In the future you can have a read a previous version note to find out what was changed at the time of publishing, but it can be difficult to read if we cannot add bullet points or formatting, so it ends up looking cluttered with unnecessary line breaks to space things out sometimes. Whilst it seems to be very minor, to the untrained eye this can be quite hard to follow, here is an example: If I were able to use Wiki-Markup, this would look a lot better. For example, using the numbered bullets symbol # would ensure proper indentation of text and proper line spacing. The problem with using Document Manager, whilst it's great to use, you cannot link to a lot of other parts of the system. If Hornbill were integrating the Version Notes from the ICF and BPM with Document Manager, then I'd be all for it, because then we could easily access and update from within a specific location and it's clear there is a link between the two records. Thanks, Samuel

Good morning, I would like to raise a request for an enhancement to allow user definable events created against assets per asset type. This would be great for filtering and reporting purposes and allows organisations to specify key events that's important to them. For example, I have a Server Asset. This Server rarely gets restarted, but over time problems can build up that can only be resolved by a restart. So, we could set up an Asset Event Type of "Server Restart" with a value type of "Datetime" against our Server Asset, and we can either manually add the Asset Event to the Server asset, or have it automatically updated the Asset accordingly via a scheduled task using API that runs on Server start up. Then we can check at any time when the restart last happened. Another idea for an Asset Event for a database asset could be one defined as "Database Cloned" with two input values, the first one being the "Source Database" being a "single-line text" field and the second being "Cloned date" being a "datetime" field. This information could sit along the right-side of the Asset screen, with the information also going into the timeline when an event is added or removed etc. Another potential way to view it, is that you could add a tab to the timeline to switch between timeline view and event view. We could then filter on one or more events type. It would also be fantastic if the event view can be displayed as a calendar or a chart as well. In addition, ITOM and the BPM could work with Asset events as well. Thanks, Samuel Wood

thanks @Berto2002 for the advice - I most certainly shall give that a go, now you have inspired me with that spreadsheet of yours

Thanks @James Ainsworth for the update!

Thanks @Steve Giller I just wanted to make sure there hasn't been any confusion in what I have requested: 1) I'm talking about System Certificates which needs to be managed, that expires over a period of time etc. for example, Wildcard certificates, SSL certificates etc. 2) I'm not talking about certificates that people earn when they complete something. Since the system certificates are managed entities, this is why I raised the request to have an Asset Class for Certificates or at the very least provide some extra Asset Fields that could be used in an existing Asset Class. If the developer response is related to 1): Then please could I request the ability to add Custom Fields to documents, so that way we can use that information to track when system certificates are due to expire etc. or could there be other considerations or possibilities, for example is it possible to report on the contents of a Hornbill document (that isn't an uploaded word document) then we can generate a report on when an certificate is due to expire, so we can regularly check and contact suppliers well in advance. If it's related to 2): Then please can you re-check with development on my actual requirements as I am not talking about certificates of completion or any physical document which is what Document Managment would be used for. Thanks, Samuel

I just wanted to +1 this as improvements can be made in this area, but I guess it's the how that's going to be difficult. I also struggle with remembering what field is being used for what across all services... I have tried hard to remember to add notes to my ICF and BPM that details each custom field and what is populating that field, but the problem is remembering to update when making changes or forgetting to do it full stop. It also clutters the stage as well making it harder to navigate and gets confusing when extracting data as well. What would've been good would've been to have user definable customer fields per service, but that does come with its own set of issues (ie. How the information is displayed in columns on reports) or allow a central location to manage all custom fields and enable assigning the custom fields to be used against one or more services, but again there would be lots of technical challenges to overcome, but doesn't sound impossible to achieve.

Hi @Steve Giller, Thank you for the clarification, it is a shame it's not designed for that purpose, BUT I completely understand why the need to not use this but using reports. With that information you provided me since yesterday, I managed to use Microsoft PowerAutomate to run a report in Hornbill and download the .XLSX file directly into a folder within a SharePoint Document Library so the information can now easily be picked up in Power BI without having to do anything on premise or on a server. I have made sure to reduce the number of requests over HTTP, especially when the flow checks the status of the running report (it will check every 20 seconds), and the flow will terminate if the running report fails as well for any reason. This is now scheduled to run a 1am every morning. Thanks, Samuel

thanks @Steve Giller!

Hi @Berto2002, If you go to home -> my activities then click on an activity, then click on the activity title at the top of the popup screen, you can see the Task ID in the URL. The URL would look something like this: https://live.hornbill.com/<INSTANCE>/activities/activity?taskId=TSK20221128000091 (Replace <INSTANCE> with your own an everything after ?taskId= with the ID of the task itself) As long as you have the Task ID, you should be able to construct it, but I think permissions also need to be taken into account as well.