samwoo
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Enhancement Requests
Posts posted by samwoo
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I didnt have the time yesterday, but today i have created a quick mock-up in MS Visio... this is by no means a proper BPM process, just a rough example of how my idea could be used...
(may need to view it in full screen)
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Hello,
I have an idea that I would like to put forward to the development team for the Request List.
"To have a listener node that listens for certain specified events at certain times in a workflow"
QuoteFor example say we have a major issue that is constantly getting reported by lots of users... somewhere at the start of the BPM process you have an "Open Listener" node which listens for any new connections assigned to a call.
If a new connection is found, then immediately send an email to that connection.
After the "Open Listener" node, the call progresses as it would normally through a BPM process, but the beauty is that the "Open Listener" node would constantly listen for any new connections and sends an email accordingly.
Once we get to the stage of the BPM process where we specify that the issue may be fixed then we will have a "Stop listener" node to stop listening to all (or certain) events.
After the "Stop Listener" node we can send an email to customer and all the connections saying that the issue has been resolved. Thank you for your patience etc. And close the call accordingly.
This wouldn't just be for connections...
QuoteAnother example could be if a listener node is listening for any time the call goes on hold, then email the Customer stating that the call is now on hold as we are awaiting your response.
When we get to the stage where customer response is not required then we can stop listening for the call to go on hold and continue the BPM process normally.
There could be many other scenarios for this. Also this would work with both manually events and automated events, and can be set up multiple times to listen to different events throughout the BPM.
Just a thought.
Thanks,
Samuel.
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Hi Gerry,
Thanks for the response, i have relayed this to Jon who can now take over any future response/queries regarding single sign-on.
Many thanks,
Samuel.
Off Topic: Jon and I both have an issue... we have subscribed to this post but we have not received any notification emails. We've checked our mail control system and nothing have come in. I've had this problem since i first registered but since I regularly check the "Unread" posts on Hornbill I've not had the need to see any email notifications... but going forward I would prefer this. Is there a bug or is it done differently?
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Good morning,
I am posting this on behalf of my colleague jonnutt who has registered to the forums but still pending registration.
QuoteI am trying to enable Single Sign On for the Service Domain to enable this for the Self Service Portal and have been trying to follow the steps in the below wiki entry.
https://wiki.hornbill.com/index.php/Single_Sign_On_with_SAML_2.0
I’ve downloaded the SAML for the Service Domain with no configuration from the below link in the Administration
Once I get change approval for this internally I will action in my change window later this week (Currently Friday Morning), but is this the sufficient information to import into my ADFS 2.0 implementation?
Once completed in the ADFS configuration, I then add the service into the binding on a new profile. What is recommended in the Service?
As this is so infrequently setup and will be only the 2nd ADFS trust we have used, I am feeling I may need a specialist to confirm my understanding and if needed support during the change window.
Regards,
Jon
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I was thinking this some months ago, it would be nice to be able to see their names underneath the photo, then when you hover over it you can see more details.
I thought maybe to have a System Parameter which enables / disables showing of the user's name underneath the photo so people have a choice.
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Hi Derek,
Even if its a partial error it looks like its trying to assign a Task to a user that doesn't exist (my best guess from experience).. double check the Task node within the BPM process at the point of priority change and see what it's doing.
Hope this gives you something to start with.
Thanks,
Samuel.
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Hi Ralf,
Yes we've come across that too. It would be nice to be able to automatically complete/reomve a BPM task but this I can imagine is difficult due to the sheer number of tasks that are created on a daily basis.
My idea helps provided a greater level of control to the calls to make sure it's going where it needs to, while we can disable certain actions in the Services Setup area - hopefully it could be done from within a call via BPM.
Thanks,
Samuel
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Hi Steven,
Brilliant. This is definitely something to look forward to
Many thanks,
Samuel.
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Hello,
Is there anyone that could provide some advice on the matter?
To further add to the call - the reason for needing to hide all calls retrospectively so that we can keep everything prior to going live with the Self Service Portal the way it has been since we went live with Hornbill itself. Anything raised after the Self Service Portal has gone live will be done via the new way.
Thanks,
Samuel
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No problem
Ok, if you go into the log folder next to the LDAP_Import tool, what does the latest log file show?
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Try this conf (i used the details you have provided except for where you see it highlighted):
Quote{
"APIKey": "TO UPDATE FROM A DEFAULT USER IN HORNBILL",
"InstanceId": "YOUR INSTANCE SAME AS THE ONE IN YOUR HORNBILL LINK",
"UpdateUserType": false,
"UserRoleAction": "Both",
"LDAPServerConf": {
"Server": "YOUR AD SERVER",
"UserName": "YOUR AD USERNAME",
"Password": "YOUR AD PASSWORD",
"Port": YOUR AD PORT,
"ConnectionType": "",
"InsecureSkipVerify": false,
"Scope": 1,
"DerefAliases": 1,
"SizeLimit": 0,
"TimeLimit": 0,
"TypesOnly": false,
"Filter": "(objectClass=user)",
"DSN": "YOUR AD DSN",
"Debug": false
},
"UserMapping":{
"UserId":"[sAMAccountName]",
"UserType":"basic",
"Name":"[cn]",
"Password":"",
"FirstName":"[givenName]",
"LastName":"[sn]",
"JobTitle":"[title]",
"Site":"",
"Phone":"[telephoneNumber]",
"Email":"[mail]",
"Mobile":"[mobile]",
"AbsenceMessage":"",
"TimeZone":"",
"Language":"",
"DateTimeFormat":"",
"DateFormat":"",
"TimeFormat":"",
"CurrencySymbol":"",
"CountryCode":""
},
"UserAccountStatus":{
"Action":"Update",
"Enabled": false,
"Status":"active"
},
"UserProfileMapping":{
"MiddleName":"",
"JobDescription":"",
"Manager":"",
"WorkPhone":"",
"Qualifications":"",
"Interests":"",
"Expertise":"",
"Gender":"",
"Dob":"",
"Nationality":"",
"Religion":"",
"HomeTelephone":"",
"SocialNetworkA":"",
"SocialNetworkB":"",
"SocialNetworkC":"",
"SocialNetworkD":"",
"SocialNetworkE":"",
"SocialNetworkF":"",
"SocialNetworkG":"",
"SocialNetworkH":"",
"PersonalInterests":"",
"homeAddress":"",
"PersonalBlog":"",
"Attrib1":"",
"Attrib2":"",
"Attrib3":"",
"Attrib4":"",
"Attrib5":"",
"Attrib6":"",
"Attrib7":"",
"Attrib8":""
},
"UserManagerMapping":{
"Action":"Both",
"Enabled":true,
"Attribute":"[manager]",
"GetIDFromName":true,
"Regex":"CN=(.*?)(?:,[A-Z]+=|$)",
"Reverse":true
},
"LDAPAttributes":[
"cn",
"sn",
"sAMAccountName",
"userPrincipalName",
"givenName",
"description",
"manager",
"mail",
"mobile",
"telephonenumber",
"mobile",
"title"
],
"Roles":[
"Self Service User",
"Basic User Role"
],
"SiteLookup":{
"Action":"Both",
"Enabled": false,
"Attribute":""
},
"OrgLookup":{
"Action":"Both",
"Enabled":false,
"Attribute":"[sAMAccountName]",
"Type":2,
"Membership":"member",
"TasksView":false,
"TasksAction":false
}
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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
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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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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
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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
Ok, if you go into the log folder next to the LDAP_Import tool, what does the latest log file show?
New updates
in Service Manager
Posted
Hi Gwynne,
Regarding the "Map Custom Questions", have a look here:
https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow#Customised_Forms
Expand the "Read More" next to "Customised Forms"
In brief, what this means is that in a Progressive Capture, instead of using an "Automated Form" = "Request Details", you can update the Summary, Details and any custom fields separately from within a "Custom Form".
I'm curious about your other 2 queries too.
Thanks,
Samuel.