samwoo
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Everything posted by samwoo
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Try this conf (i used the details you have provided except for where you see it highlighted):
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Hello, Looking at the log you posted again, i can also see that the API Key has not been set. Whatever user you have assigned in the Conf file would need an API Key created against it Administration -> System -> Organisational Data -> Users -> "Search for User" -> API Keys -> "Create API Key" Then copy the API Key and paste it in the relevant place in the Conf. And yes as Martyn has mention with regards to the message : "invalid character 'F'....." there could be a typo somewhere with missing characters or even an extra character. Thanks, Samuel
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Hello, I would like to request an additional form to allow users on the Self Service Portal as well as Service Desk users to be able to add connections via the progressive capture. This would make it easier to send emails after a call is logged based on who is in the connections list and/or what type of connection it is from within the BPM area. Thanks, Samuel.
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Hey Neil, I've had issues in the past but rectified with the great help from Hornbill's TrevorKillick. Post your Conf here (but hide any personal information) then we can see in more detail on what it could be. Thanks, Samuel
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Hello, We haven't released the Self Service portal to our customers and are now starting to look at it in more detail... is it possible to have a setting somewhere which allows you to specify a date to hide calls in retrospect of it? This would be the date we would release it to our customers. We are actively looking at improving everything we currently do in preparation for the Self Service Portal so it would be a great help to keep the calls that customers have raised prior to going live hidden from them. These are the calls that would've been raised by email or by calling the Service Desk. Also is it possible to disable the drop down box in the Self Service Portal call list so the customers do not see their closed calls. This may only be temporary but necessary until my colleagues are satisfied with how the portal is configured for the users. Thanks, Samuel -
Hello Gerry, Thanks for clarifying this. I would never doubt the support that Hornbill provides as everything we have received via yourself so far has been amazing, I do apologise if I came across as demanding to any extent. This is definitely not in my nature at all. Its been a positive challenge for me, as I have been given the task of supporting my colleagues with Hornbill almost quite suddenly earlier this year, yet there is still things I do not know, such as what you have mentioned with regards to the Premier Success Plan. This should have been relayed to me by relevant colleagues. I will take all the information you have provided and will do better to raise questions / raise calls in a more practical manner and where appropriate. I will also try and find out as much information as I can from anyone involved with Hornbill so I can refer to it in the future. Apologise and thanks, Samuel.
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Hello, Sorry I do apologise but this is now coming up as urgent, my colleague is unable to properly work on the Change Requests and they have been building up. Do we have an eta on the fix? thanks, Samuel.
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Good morning, My colleague is asking for a status update regarding this issue, how is the fix going? Another question... that could avoid the need for her to use the External Ref... could we have to so it can show the current stage as a column in the Request List... i think i may have asked this in another post... she does not wish to use the boards. Alternatively is there a way we could get custom fields from within to call to be able to be shown in the columns? Thanks, Samuel
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Hello, Quite often people forget to do a certain action before progressing with the call. This has lead to calls being broken or have not progressed properly which gives the Service Desk extra work to resolve properly. For example: - Someone logs a call using a certain Service and starts to email the customer, then resolves the call there and then.. forgetting that they need to complete the tasks and stages - Someone goes through the tasks, but halfway through they resolve the call... leaving half the stages still unchecked - Someone couldn't be bothered to go through the process. What I would like is to be able to do is disable certain button / actions from being taken from within the call at certain points. There could be a section on the Automated Tasks and Human Tasks node called Actions Control which when Configure Actions? = "Yes" it will then show a list of actions below on what could be enabled/disabled, such as email, update etc. Maybe this mock up screenshots might explain better: 1. At the point the process gets to this task, it disables the Update, Email and Resolve buttons. 2. If the next Task Node has Configure Actions = "Yes" and Copy from previous? = "Yes" then the next Task Node will copy the same as the previous task node 3. If the next Task Node has the setup as in step 2 above, the user can still enable Update button and leave Email and Resolve disabled if they require. 4. If the next Task Node has Configure Actions = "Yes" then it will hide/greyout the Copy from previous? dropdown box and the buttons choices below. It will help give us further control to help force the user to follow a process if used properly. This should be used in conjunction with any type of Task Node. Thanks, Samuel.
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Progressive Capture Branch Node - If answer is NULL
samwoo replied to samwoo's topic in Progressive Capture
Hi Neil / Gerry, This is awesome! I will try out the current workaround. Now we could do different things with forms, where questions are answered / are not answered would take it down a different route. Or within the BPM - where an external ref is not set then create a human task to remind us to set it for example. Many thanks, i'll keep an eye out for this update , Samuel -
Hi Gerry, Yes this would be a major benefit if we could have the change history laid out the similar way as the Hornbill Change History. I as as well as other people are always interested in whats been going on in the background to further improve Hornbill. If I see something new I like to test the features and relay ideas on how we could use it with my colleagues. Thanks for looking into this. Samuel.
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Hi Trevor, Sadly this cannot be done as it appears that the Web-Based Netcall is being run from a desktop App in order to load the web app. Just had a look at their shortcut and it ends with a .EXE. I am very lost at this point, not sure how to progress with this as Netcall simply stated that its due to your security. I am still asking around for whoever has access to the Admin side of Netcall's web-app, but not having any luck. Thanks, Samuel
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Hello, Whenever I post to the "Public" news feed, only those that are following me will see what I have posted. I cannot find any setting for this so wonder if its a bug with the buzz. Can this be fixed so whenever one posts something to "Public" everyone can see the post, there is already a separate visibility for "Followers". Thanks, Samuel.
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Hello Trevor, Thanks for getting in touch. Ginny is using Hornbill on Google Chrome and Internet Explorer, but when trying to access it in Netcall in Internet Explorer, it's just a blank screen. She cannot set up her own tabs in Netcall, as its predefined. Thanks, Samuel
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Just a thought, but maybe to add a dropdown option in the Design Options asking what type of sorting and type you wish to use, should default to Name Ascending - Custom Sorting - Label Ascending - Label Descending - Value Ascending - Value Descending
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I have a query about the App Updates. Last week I updated the Service Manager, I hadn't checked the App Store since the last time I updated (shortly after I made this topic). I thought the Latest Changes were cool For example from the list: NEW: Added new bpm automated task to schedule a change request on the change calendar NEW: Bpm operation to remove a scheduled change request from the change calendar Coming in today I noticed that there is another update, but the change log is still the same... Last week when i did the update, i pressed the update button, waiting for it to finish then closed Hornbill pretty much immediately... does the Change Log reflect the "Latest" update, or the "Current available" update? If it reflects the "Latest" update does the apps need to be update one after the other? Or is it possible that the change log hasn't been updated to reflect the latest update? It would be great if we can have a read only area on the forums for each App containing the change logs for each version of the apps, unless there is something i'm missing? Or even an email detailing the changes would be great. Thanks, Samuel
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I have received a response from Paula: Thanks, Samuel
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Hi Gerry, I work with Ginny, she heads the Service Desk here. I have just seen her issue and its very apparent. Netcall used to be desktop based so it would render any web page you set it up for (as it works as a browser), but since its now changed to web-based, Hornbill does not show at all. It works with other web-based apps that are set up (such as Dynamics) but not Hornbill. There are no error messages. just a blank screen. I will find out more information, but as far as I know Netcall has come back saying that due to Netcall now being web-based, rendering Hornbill within Netcall needs to be allowed from your end. I don't have the full details of this conversation so I will chase up another colleague who has been in contact with Netcall and either get her to respond on here or i can post her response. Will get back to you as soon as I received further information. Thanks, Samuel
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Hi David, Thank you for this. Slightly off-topic but related to the External Ref No - could we have an Automated Task that allows the External Ref No to be updated within the BPM? Cheers, Samuel
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Progressive Capture Branch Node - If answer is NULL
samwoo replied to samwoo's topic in Progressive Capture
Hi Dead, Sadly that doesn't work Thanks for the suggestion though. I believe its called Flowcode, so it doesnt use the same SQL structure that we are used to. Thanks, Samuel -
Hello, Last night i updated the Service Manager. Everything seems to be fine except for one thing.. One of our users has just raised an issue with me that they cannot update the External Ref No on a call. It appears in the Timeline stating that the Call Details have been updated, but it doesn't change the field. I've tried changing the External Ref to the one she wanted - "Implementation", it doesn't work... as you can see in the Timeline below I then tried it again, adding a full stop to the end of the Summary and changing the External Ref to "Implementation"... the full stop shows but not the new External Ref number. This has worked prior to the upgrade I did last night, can someone action on this? She urgently needs this field to be updated. She uses the External Ref column for the stages in the CAB Change requests so she can view in on the Request List (she doesn't use boards). This has worked for her since we started using Hornbill last year. Thanks, Samuel.
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Progressive Capture Branch Node - If answer is NULL
samwoo replied to samwoo's topic in Progressive Capture
Hi Martyn, thanks for getting in touch. When I use the '' it still take it down the "No Match" route of the branch. I'm testing this in the Self Service Portal so not sure if this is the reason why its not working. I did the "space" workaround and it did work, but not feasible as customers wouldn't know of this. Thanks, Samuel -
Hello, i'm trying to use a branch to detect whether or not an answer is empty. The Custom Expression below doesn't progress properly if you press "Next" when leaving the question blank: The only way to get it working is if you click in the field, insert a space then delete it... when you press next it detects it to be empty and progresses to the next set of forms. Otherwise just pressing next without adding the space in the first place will send it through the "No Match" direction which is not what we want. Could we have the following conditions added to the Custom Expressions (which ignores any input from the user in the third field) Question Answer IS NULL Question Answer IS NOT NULL Thanks, Samuel
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This is an example of a snippet that I use: The dashes are just information that I have deleted out manually Where you see the [[[]]] this is just a reminder of where I need to manually add text to send to the customer. When you send the above, it would look like the following: I haven't noticed until just now that using the Wiki Formatting doesn't format the text in the email, but you don't need to use it Thought i'd contribute to the post above. Thanks, Samuel.
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Brilliant Gerry, This certainly makes a lot of sense to implement. I'll keep an eye out for it. Thanks, Samuel
