samwoo

Hello, I would like have an Automated Task to automatically add of information to the Call Details - Description area using Flowcode from a custom form, but no matter how I do it, the formatting can be quite hard to read. Is it currently at all possible to add line breaks and indentation in? The following users &[global["flowcode"]["answer1"]] requires access to Application Name for the following modules: &[global["flowcode"]["answer2"]] But would preferably like to view it like so: The following users: &[global["flowcode"]["answer1"]] Require access to Application Name for the following Modules: &[global["flowcode"]["answer2"]] ["answer1"] and ["answer2"] could be very long depending on the inputted text. Its a shame that the description field in the Automated Task is only a single liner with no formatting possible, even though its multi-line and can be formatted from within a call. Thanks, Samuel

Hi Gerry, Thank you for the assist, it turned out there was one person who was archived before removing the group (someone probably attempted the same thing i did before giving up). I un-archived her, removed the group then archived her again. I wonder if there should be a section on the forums or Wiki for useful SQL scripts such as this one, that others can also share or help with. I will create a mini depot on my end containing any useful scripts for Hornbill. Many thanks, Samuel.

Hello, We have an IMT group which contains no users, but whenever we try to delete it we get the following message: Can someone assist? Thanks, Samuel

Haha great idea We'll see what we can do lol!

We've done that, but it's another task altogether having to go through the list each week to sort it out. At least this way having it mandatory you can guarantee you are getting the right call closure.

As do we. Often people forget to set when they close the call, so it can be hard to report on.

Hi, Everything appears to be OK. We'll keep an eye on it, but so far so good. Thanks

Hi LJ, I'm a Hornbill user, so best advice i can give is... On the Request List click the Gear Icon on the top right Click SL to enable it Drag the column to the appropriate position This column will show two circles and is colour coded based on whether the call is breached or not etc. Maybe someone else will have further information, but this has been quite useful for us. Thanks, Samuel

Hello there, I have been asked by some people in the team to investigate whether or not its possible to have email notifications when a call is place out of hold either automatically / manually against the person assigned to the call? I have these currently set: But it's not specific to certain things such as calls coming off hold. This is all the users wish to have really. I propose expanding the user Profile 'Notification' area to allow users to turn on/off what they would like to be notified on (more specific than we have currently) and a check box for them to decide whether they wish to be notified via email. For new users, the above settings could be defaulted, it's up to them to change it as necessary. Thanks, Samuel

Good afternoon, We have received reports of error messages occurring on random calls all day today. Mostly with the "Service Desk" service (as this is where most of our calls are logged). Errors such as below: I haven't changed the Service Request -> Service Desk -> Service Request BPM, but I have copied it so I could tweak it slightly as a test based on a request to Service Request -> Testing Service -> TEST Service Request BPM (this was last night). Noone has used the Testing Service at all... I have also set up for the first time yesterday (after a request to do so was approved), the latest version of the LDAP_Import tool which ran overnight at about 17:30. Everything came out fine in the logs and the customers look ok on Hornbill... I have also had a look in the Event Logs within Hornbill and its throwing out a LOAD of errors... what do these mean? We cant pinpoint whats causing all the error messages, there doesn't seem to be a pattern.... except for what's coming out of the event log. Thanks, Samuel

Hi Gerry, Many thanks for responding. i have relayed this to our users. We really appreciate that the issue is being looked into. Thanks, Samuel.

Hello, We are having performance issues and have been advised by Hornbill Support to ask on here. Most of our users have been reporting that Hornbill is inconsistently slow, almost everyone has complained that on random occasions Hornbill slows down to a crawl… before picking up speed again after some time. Some users tend to switch between IE or Chrome if one becomes slow… basically opening a new instance of Hornbill each time. This happens in both Chrome and in Internet Explorer. Other web applications are fine however. There are no network issues, system resource usages on the users machines are low, other applications such as Outlook are working fine when Hornbill slows down as does google and other web apps. The slow downs appear to be related/occurring mostly within the Service Manager. Here is a comment from one of the most active users of Hornbill (a Service Desk Analyst) It's been going on for some time now... the first I heard of it was about 3 weeks ago, and it's still going on today and people are getting frustrated. Can someone advise? I don't log calls often so I haven't noticed it from my end, but I've witness other users instance of Hornbill slowing down when Outlook is the only other application open and was working fine. Thanks, Samuel ps. Is it possible for there to be another Forum for more General queries such as this one? I put it in the Service Manager area because that is where most of the slowdowns are experienced (as this is the area most used), there have been instances as above where approx 24 calls being closed at the same time caused issues for users trying to log in to Hornbill.

Hello, Adding this feature has been great in the BPM area, but it doesnt seem to work in the Progressive Capture area... When you select choices in a check box on a Custom Form, they merge the results into a single string seperated by commas such as the following: [✔] Option 1 [✔] Option 2 [ ] Option 3 [✔] Option 4 [ ] Option 5 [✔] Option 6 becomes Option 1, Option 2, Option 4, Option 6 I then add a Branch node that links to different forms, for example... Open Form 1 if check box result contains the word Option 1 then move to the next branch. Otherwise No Match to the next branch. then Open Form 2 if check box result contains the word Option 2 then move to the next branch. Otherwise No Match to the next branch. then Open Form 3 if check box result contains the word Option 3 then move to the next branch. Otherwise No Match to the next branch. And so forth. But when filling out the form as a test, no matter how many check boxes i tick, it goes through all the No Match results to the end of the form... The Custom Expression boxes look like the following: The operators are available in this area, so assumed it would have worked as expected. Thanks, Samuel. (ps. It appears that the Formatting on my post is broken... i have used "Increased Indents" and "Decrease Indents" but the results come out as everything indented past the first indent i have used.)

Hello, We have a number of BPM's and Progressive Captures created by a user who left about a month or so ago... they all are turned on. I was wondering if there could be somewhere within the BPM and Progressive Capture area to indicate what is being used and where... whether its as a Catalog or Assigned to an Incident etc. If it's blank then it isn't being used... we can turn them off or remove them. Maybe for example add another column maybe titled "Usage" containing a Yes / No value, then when you hover over it you will see where it's being used. Just wanted to do a bit of cleaning so I am aware of what's been created, how it's been created etc. Thanks, Samuel

Hi Trevor, Thank you again for your response and support. Samuel

Hi Steve, Thanks for responding. I believe they are already using boards, they just wanted to produce a CSV list that can be printed for meetings, having the Stage on there would benefit them when it comes to filtering the list / putting it in a certain order based on the meetings they are having. Thanks, Samuel.

Hello, I was wondering if the current "Stage" (not checkpoints) of a call can be added to the possible list of columns on the Request List? The reason is mainly for the Change Request owners to be able to into the list and see what stage the Change Calls are at, they export the list to a Spreadsheet so it makes it easier to filter on. They don't use most of the columns anyway so adding this will not clutter it for them. Thanks, Samuel

Hi Trevor, It looks like it works now! I realised now that some users in Active Directory doesn't have some of the attributes hence the reasons its failing for them. I accidentally ran the LDAP tool without the dryrun parameter and updated 250 ish users (i stopped the import at this point) and they even have the relevant Job Roles assigned to them too. Thank you very much for all your assistance Trevor, where's the Kudos button on the forum? Samuel

Hi, Just to add (as i cannot edit my previous post), i actually can see the tags column when running the query (I forgot to scroll far to the right), but when i export the results of the Database Direct code above into a CSV file, the tags column doesn't come out. Thanks, Samuel

Hi Trevor, Got the following message when attempting to do it without a dry-run Also getting a message saying its unable to Add Role to User... can you only do it one at a time? See below for the last two outputs in the log to where the red error on the screenshot above has occurred. 2016/05/18 16:36:55 [DEBUG] Buffer For Job: 100 - Worker: 1 - User: annbar 2016/05/18 15:36:55 [DEBUG] Update User: annbar 2016/05/18 15:36:55 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile] 2016/05/18 15:36:55 [DEBUG] Add Role to User: Self Service User 2016/05/18 15:36:55 [DEBUG] Add Role to User: Basic User Role 2016/05/18 15:36:55 [ERROR] Unable to Assign Role to User: Error assigning one or more roles 2016/05/18 15:36:55 [DEBUG] Processing User Profile Data annbar 2016/05/18 15:36:55 [DEBUG] User Profile Update Success 2016/05/18 16:36:56 [ERROR] Unable to write to log XML syntax error on line 6: element <hr> closed by </body> 2016/05/18 16:36:56 [ERROR] Unable to write to log 2016/05/18 16:36:56 [DEBUG] Buffer For Job: 101 - Worker: 1 - User: annjon 2016/05/18 15:36:55 [DEBUG] Update User: annjon 2016/05/18 15:36:55 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile] 2016/05/18 15:36:56 [DEBUG] Add Role to User: Self Service User 2016/05/18 15:36:56 [DEBUG] Add Role to User: Basic User Role 2016/05/18 15:36:56 [ERROR] Unable to Assign Role to User: Error assigning one or more roles 2016/05/18 15:36:56 [DEBUG] Processing User Profile Data annjon 2016/05/18 15:36:56 [DEBUG] User Profile Update Success Thanks, Samuel ps. It's home time for me now, i really appreciate the attention to this query Trevor Have a good evening!

Hi again Trevor, It wont work on my system (actively refused connection). Is there any chance of it causing any issues if i do it without a dry run? Thanks, Samuel

Hi Trevor, Appreciate you looking into this. 1. Windows Server 2008 2. The Task manager shows the resources as being relatively the same before, the same during the process at it's halt and the same after 3. There is nothing showing in the Event Viewer regarding this process I will copy the file over to my laptop (Windows 7 64 bit) and try it from there quickly. Thanks, Samuel

Hi Trevor, Thanks for responding. I have copied the data from the old file that works (where UserMapping was called LDAPMapping, and LDAPServerConf was called LDAPConf) and everything is the same. But i had to add add the missing attributes to the "LDAPAttributes". It fixed the majority except the "mobile" one... which does work in the old version but not the new one. And... it still stops at 101. The is the final part of the log 2016/05/18 16:12:22 [DEBUG] Buffer For Job: 101 - Worker: 1 - User: annjon 2016/05/18 15:12:22 [DEBUG] Update User: annjon 2016/05/18 15:12:22 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile] 2016/05/18 15:12:22 [DEBUG] User Update XML <params><userId>annjon</userId><name>Anna Jones</name><firstName>Anna</firstName><lastName>Jones</lastName><jobTitle>Library Assistant</jobTitle><phone>0118 9699847</phone><email>Anna.Jones@wokingham.gov.uk</email></params> 2016/05/18 15:12:22 [DEBUG] Processing User Profile Data annjon 2016/05/18 15:12:22 [DEBUG] User Profile Update XML <params><profileData><userID>annjon</userID></profileData></params>

Using the example conf file, i'm still getting stuck at 101.. hmm

Hi Trevor, Really odd its stuck on 101 now, none of the values are on the command prompt This is the last two entries in the log: 2016/05/18 15:30:50 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] [DEBUG] Buffer For Job: 100 - Worker: 1 - User: 2016/05/18 14:30:50 [ERROR] Unable to Search For User: No key value specified, unable to query record 2016/05/18 14:30:50 [DEBUG] Create User: 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: cn For Input Param: [cn] 2016/05/18 14:30:50 [DEBUG] password 2016/05/18 14:30:50 [DEBUG] Auto Generated Password for: - VVUnOBubXz 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: givenName For Input Param: [givenName] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sn For Input Param: [sn] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: title For Input Param: [title] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: telephoneNumber For Input Param: [telephoneNumber] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: mail For Input Param: [mail] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile] 2016/05/18 14:30:50 [DEBUG] User Create XML <params><password>VlZVbk9CdWJYeg==</password><userType>basic</userType></params> 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] 2016/05/18 14:30:50 [DEBUG] Processing User Profile Data 2016/05/18 14:30:50 [DEBUG] User Profile Update XML <params><profileData><userID></userID></profileData></params> 2016/05/18 15:30:50 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] [DEBUG] Buffer For Job: 101 - Worker: 1 - User: 2016/05/18 14:30:50 [ERROR] Unable to Search For User: No key value specified, unable to query record 2016/05/18 14:30:50 [DEBUG] Create User: 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: cn For Input Param: [cn] 2016/05/18 14:30:50 [DEBUG] password 2016/05/18 14:30:50 [DEBUG] Auto Generated Password for: - grbrBeoJRr 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: givenName For Input Param: [givenName] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sn For Input Param: [sn] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: title For Input Param: [title] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: telephoneNumber For Input Param: [telephoneNumber] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: mail For Input Param: [mail] 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: mobile For Input Param: [mobile] 2016/05/18 14:30:50 [DEBUG] User Create XML <params><password>Z3JickJlb0pScg==</password><userType>basic</userType></params> 2016/05/18 14:30:50 [ERROR] Unable to Load LDAP Attribute: sAMAccountName For Input Param: [sAMAccountName] 2016/05/18 14:30:50 [DEBUG] Processing User Profile Data 2016/05/18 14:30:50 [DEBUG] User Profile Update XML <params><profileData><userID></userID></profileData></params> Also i was wondering if you are able to add a line to show whether a new Job Role was assigned to a user in the log file? Sorry not getting anyway with it. I will copy the example JSON file from Github then copy the data from the old one (which still works) Thanks, Samuel