samwoo

Hello, Sorry to bump this up - any thoughts? Thanks and have a good weekend!, Samuel

Hi @NeilWJ, Thanks for the speedy response and resolution! Cheers!!! (beer) (Where is the beer icon??) Thanks, Samuel

Hi @Victor and @Martyn Houghton, Thanks for responding - yes I would like the ability to use a variable to re-assign a ticket back to the resolving team (with the option under the same action to reassign it back to the resolving Owner, should a particular service require it). Thanks, Samuel

Hi @James Ainsworth and @Martyn Houghton, Sorry for not replying sooner. What we need is a way for a call to automatically be assigned to the "Supporting Team" of the Service, but without restricting any visibility of the requests for the other teams. This will also help when it comes to storing the name of the "Supporting Team" of the Service in an Email Template and possibly for other uses too. We will still require the ability for these requests to be reassigned to other teams if necessary for example if someone logs a ticket under the wrong service which can happen, or for a request to be escalated to a different team (such as Infrastructure) etc. We have a open environment/policy here so everyone can see everything. And since the IT Department are the only users of Hornbill, this is not an issue. There may come a time when we will need to start restricting things in greater detail, but at the moment this is not the case and probably not for a long time. I hope this helps with my query? Thanks, Samuel

Against the Service, we would like to set the Supporting Team, but to not restrict the visibility of requests (unless specified). Can this be done at all?

Hello, Help! I am unable to delete a BPM Stage Template! Whenever I press the Delete button, the page automatically goes straight to the "Service Manager" page... i've tried this on IE11, Chrome and Edge. I'm not fast enough to click the "Yes" button when it appears... I have actually just tried it again and by luck I managed to get it working simply by holding CTRL then clicking the delete button then pressing "Yes". Is this the intended effect? If so that's a great idea to prevent accidental deletion. Is there a way to overwrite a stage template? Thanks, Samuel

Hello, Can we also add a way to identify whether a request was reopened in the IT Portal or in Service Manager? Thanks, Samuel

Hello, I would like to be able to allow users to re-open tickets without a team or owner and let the Business Process to auto-assign to the relevant teams. I am making a change tonight which will automate the resolving a reopen process (which also relates to another call I raised about not being able to re-assign to the resolving team). When a ticket goes into the "Service Desk" holding area after being resolved, we need users to be able to reopen tickets WITHOUT a Human Task. Unfortunately I had turn ON the setting: app.request.allowResolveCloseWithoutAnalyst To show the resolve button so users can reopen the request. If i had this turned off, then users would have had to assign the ticket to a team as well as setting an owner. Once that is done ONLY then they can reopen a ticket. It's not ideal hence the reason for turning the setting ON. I am now forced to think of a way to detect whether there is an "Owner" of a ticket and force them to set an Owner if there is none - which I didn't really want to do. Can we have it so "Reopen" becomes its own button along the list of actions if a call is Resolved? Thanks, Samuel

@Martyn Houghton - I hope I can help in some way to boost this... +1 to publishing documents to Services on the Portal

+1 for a location to see any processes that has stalled / errored - in the Admin Tool via the Service Manager area would be the best place to hold this. But I doubt there is any way of knowing unless someone attempts to restart the process, the person defined in the email in settings will be notified. Thanks,

Hello, I have a need to change our BPM's Closure stages this week and i've just shockingly found out that I cannot reopen tickets back to the team who resolved it in the first place. I've been trying different things to get this working and I cannot. Whenever a call gets resolved, the Custom Field - O gets updated with the team that resolved the ticket, before being reassigned to the Service Desk queue. Using the Wait for Status change node, we can detect whether a customer or analyst has reopened the ticket. BUT the team that resolved the ticket could be different to the team that picked it up in the first place, and we really really need a way to reassign a re-opened ticket back to the team that resolved it (Custom Field O). Can something be done to provide this quickly? Is there a change to add this in that could be bumped up rather quickly if not difficult to implement? Or is there something I can do already within the BPM? I've tried the node... Application: Hornbill Service Manager Scope: Application Type: Assign Task: Assign Request Team (Manual): &[global["flowcode"]["customFieldO"]] But this doesn't even work, despite allowing a flowcode input... Please help! Samuel

+1!

....silently agrees with all the comments from the shadows....

Nice idea!!! +1

Please add me +1

Thank you very much, i've had success with using entityUpdateRecord.

Thank you, that makes a lot of sense. Can I be added to said story? Cheers, Samuel

Thanks again Trevor, i am still getting this issue after defining the "acqMethod" 1, it's now producing the same error but this time for the next parameter, actualRetireDate. Many thanks, Samuel EDIT: Interestingly, when defining the actualRetireDate = "2999-01-01 00:00:00" I run the script again, and still get the same error message, but this time for a field further down the table.... cost. So it doesn't seem to happen for every field one after the other. Also these fields are not mandatory in the Computer Asset Class on Hornbill.

Thank you for that Trevor. I've gotten further now. Write-host "$h_asset_number" Write-Host "`tAsset ID:`t$h_asset_id" Write-Host "`t" Write-Host "`tSerial Number" Write-Host "`t`tChange: $h_asset_serial_number ===> $serialNumber" Write-Host "`t" Add-Param "assetId" $h_asset_id Add-Param "name" $h_asset_number Add-Param "type" $h_asset_type Add-Param "version" "1" Add-Param "serialNumber" $serialNumber # Invoke XMLMC call, output returned as PSObject $xmlmcUpdate = Invoke-XMLMC "apps/com.hornbill.servicemanager/AssetsComputer" "updateAssetComputer" if($xmlmcUpdate.status -eq "ok") { Write-Host -ForegroundColor Green "Success! Asset updated in Hornbill" } else { Write-Host -ForegroundColor Red "FAILED!" # API call status not OK - return status and error to console "API Call Status : " + $xmlmcUpdate.status "Error Returned : " + $xmlmcUpdate.error } I am still new to this sort of thing so apologies in advance... now i've got a different message: Error Returned : FlowCode Exception (com.hornbill.servicemanager/entities/AssetsComputer/fc_ops/updateAssetComputer): nodeName: Invoke Flowcode: Update Asset; nodeId: #######-####-####-## ##-############; At 152/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Asset::updateAsset] FlowCode Exception (com.hornbill.servicemanager/entities/Asset/fc_ ops/updateAsset): Input parameter validation error: Non-digit characters found in the element <acqMethod>, the expected data type is 'integer'. The value was [undefined] at location '/metho dCall/params/acqMethod'" throw(e); _fc_node_exec_#######_####_####_## ##_############ It states that the field acqMethod is optional on the api page... do I still have to include this and the other optional fields in my query until I get all the way up to the SerialNumber field? Thanks, Samuel

Hello, I am trying to update some assets in Hornbill from a spreadsheet. In particular i am trying to insert/update the Serial Numbers where they don't match in Hornbill on the spreadsheet. The first things I do in the script (which works) is import the contents of the spreadsheet into PowerShell, then loop through each of the rows and check the corresponding record in Hornbill. If there is no match, then this should run: Write-host "$h_asset_number" Write-Host "`tAsset ID:`t$h_asset_id" Write-Host "`t" Write-Host "`tSerial Number" Write-Host "`t`tChange: $h_asset_serial_number ===> $serialNumber" Write-Host "`t" Add-Param "application" "com.hornbill.servicemanager" Add-Param "entity" "AssetsComputer" Open-Element "searchFilter" Add-Param "assetId" "$h_asset_id" Close-Element "searchFilter" Add-Param "serialNumber" "$serialNumber" # Invoke XMLMC call, output returned as PSObject $xmlmcUpdate = Invoke-XMLMC "apps/com.hornbill.servicemanager/AssetsComputer" "updateAssetComputer" if($xmlmcUpdate.status -eq "ok") { Write-Host -ForegroundColor Green "Success! Asset updated in Hornbill" } else { Write-Host -ForegroundColor Red "FAILED!" # API call status not OK - return status and error to console "API Call Status : " + $xmlmcUpdate.status "Error Returned : " + $xmlmcUpdate.error } ($h_asset_id is the asset number found in the previous invoke-xmlc which compares the serial number from the spreadsheet to Hornbill and returns if there is no match) No matter what I do, i cannot seem to get the Hornbill record to be updated. Everything works instead of where i am trying to invoke-XMLC. I get the following error message with this version of the script: FAILED! API Call Status : fail Error Returned : FlowCode Exception (com.hornbill.servicemanager/entities/AssetsComputer/fc_ops/updateAssetComputer): Input parameter validation error: The element <application> was not ex pected at location '/methodCall/params/application' Can someone assist? This may be just a silly little thing i've missed out. Thanks, Samuel

Sounds interesting - please add me to the change. Thanks.

Can I be added as well please +1

Hi @TrevorKillick, Thanks for getting back in touch. Please disregard this post. I changed the details in the LDAP Import configuration on Hornbill and saved it (and it went greyed out) but I just went back into it and it didn't save. I set the values, then moved to a different room then saved it... so it must have been a connection hiccup or something but it's working now. Many thanks, Samuel

Hello, We are currently using LDAP_Import 2.0 and we have a need to start using LDAP_Import 3.0 to be set to import over SSL, do we need to store the SSL certificate in Hornbill? If so how? Using the standard HTTP connection and LDAP_Import 3.0 with Dry run enabled, it works... we then tried to configure it to SSL and doing a dry run it's producing the following error: [ERROR] Bind Error: LDAP Result Code 211 "ErrorClosing": Response Channel Closed Can you advise? Thanks, Samuel

Thanks Daniel