[Details Form - Drop down list ordering]

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

 

[Queries Regarding Application Upgrades]

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

[Integrated Telephone Call Handling System and Hornbill (Netcall)]

I have received a response from Paula:

Quote

Sure, what they have said is that the new netcall is a web application and so the workspace within the application is now a frame and as such most websites such as hornbill prevent you from displaying their sites within the frame of another website.

Thanks,

Samuel

[Integrated Telephone Call Handling System and Hornbill (Netcall)]

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

[Cannot update the External Ref No]

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

[Progressive Capture Branch Node - If answer is NULL]

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

[Cannot update the External Ref No]

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.

[Progressive Capture Branch Node - If answer is NULL]

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

[Progressive Capture Branch Node - If answer is NULL]

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

[Sending emails with orginal call details]

This is an example of a snippet that I use:

Quote

Hello {{customerFirstName}},

I am contacting you with regards to the following call:
_________________________________________________
'''Reference''': {{reference}}
'''Summary''': {{summary}}
'''Description''':{{description}}
_________________________________________________

[[[]]]

Thanks,

- ------ ---- - 
Applications and IMT Team
Systems Analyst

Phone: ---- --- (----)
Email:   ------.----@---------.---.--

• 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:

Quote

"Hello Shane,

I am contacting you with regards to the following call:
_________________________________________________
'''Reference''': IN00011454
'''Summary''': Unable to raise an order for --------------------.
'''Description''':Shane has been unable to raise an order for ----------------. Will need a call to go through how to complete.
_________________________________________________

Are you still having any issues with the above? If so then could you provide further details and any screenshots for any issues that you having.

Thanks,

- ------ ---- - 
Applications and IMT Team
Systems Analyst

Phone: ---- --- (----)
Email:   ------.----@---------.---.--

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.

[Delete Group / Organizations]

Brilliant Gerry,

This certainly makes a lot of sense to implement. I'll keep an eye out for it.

Thanks,

Samuel

[Line breaks when updating Call Details]

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

[Delete Group / Organizations]

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.

[Delete Group / Organizations]

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

[Mandatory closure category when closing a request [Available in build 2.31+]]

2 hours ago, DeadMeatGF said:

Make the biggest culprit each week be the one to go through the list

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

[Mandatory closure category when closing a request [Available in build 2.31+]]

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.

[Mandatory closure category when closing a request [Available in build 2.31+]]

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

[Getting error messages all day in different calls]

Hi,

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

Thanks

[Breached Calls View]

Hi LJ,

I'm a Hornbill user, so best advice i can give is...

1. On the Request List click the Gear Icon on the top right
2. Click SL to enable it
3. 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

[Being notified via email of a call that is off-hold]

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

[Getting error messages all day in different calls]

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

[Hornbill Performance issues and slowdowns]

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.

[Hornbill Performance issues and slowdowns]

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)

Essentially the best situation to notice the slowdown with is when logging a request and clicking the “view” option at the end of the log process. Occasionally, this takes a long time to come up with the details of the ticket but most of the time this is rather quick as expected.

I think that this is possibly due to more users being connected to a Hornbill server than there were before? Or possibly because more than 1/2/3 users performing an action within Hornbill at the same time?

One time 24 requests were closed off at almost the same time (less than a minute apart) and this slowed the system to a crawl for everyone within our department who uses Hornbill, some people could not even login at all with lots of server errors occurring.

It took over 2 minutes for one call to be resolved after clicking the resolve button. But other web apps and internet was working fine with no slow downs at all.

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.

[Decision Custom Expressions - wildcard/like operators]

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.)

[Assigned BPM and Progressive Capture]

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