samwoo
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Posts posted by samwoo
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Hello,
I wasnt involved with the initial setting up of Hornbill in our organisation but when the users were imported, they only had the "Basic User Role" assigned to them. But they cannot access the basics of the Customer Portal using it.
I added "Self Service User" to the LDAP Conf file on Friday, we have it scheduled to run at 5:30 every night so coming in today i've seen that it hasnt worked.
I just did a dry run, and can confirm that it hasnt applied the Self Service User job role to all of the users.
Conf File
{ "UserName": "********", "Password": ""********",", "InstanceId": ""********",", "UpdateUserType":false, "LDAPConf": { "Server": ""********",", "UserName": ""********",", "Password": ""********",", "Port": "********",, "Filter": "(objectClass=user)", "DSN": "OU=Users,OU=Users & Desktops,OU="********",,DC="********",,DC="********",,DC="********"," }, "LDAPMapping":{ "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":"" }, "LDAPAttirubutes":[ "cn", "sn", "sAMAccountName", "userPrincipalName", "givenName", "description", "mobile", "title", "telephoneNumber", "mail" ], "Roles":[ "Basic User Role", "Self Service User" ], "SiteLookup":{ "Enabled": false, "Attribute":"" } }Log File
2016/05/16 11:21:05 [DEBUG] ---- XMLMC LDAP Import Utility V1.4.0 ---- 2016/05/16 11:21:05 [DEBUG] Flag - Config File conf.json 2016/05/16 11:21:05 [DEBUG] Flag - Zone eur 2016/05/16 11:21:05 [DEBUG] Flag - Dry Run true 2016/05/16 11:21:05 [DEBUG] Loading Config File: C:\TEMP\Hornbill/conf.json 2016/05/16 11:21:05 [DEBUG] Logging Into: https://eurapi.hornbill.com/********/xmlmc/ 2016/05/16 11:21:05 [DEBUG] UserName: ******** 2016/05/16 11:21:05 [DEBUG] Connecting Server: ******** 2016/05/16 11:21:06 [DEBUG] LDAP Results: 1591 2016/05/16 11:21:06 [DEBUG] Processing Users 2016/05/16 11:21:06 [DEBUG] LDAP User Record dn: CN=******** ********,OU=Users,OU=Users & Desktops,OU=********,DC=********,DC=********,DC=******** cn: ******** ******** sn: ******** title: ******** ******** description: ******** ******** ******** telephoneNumber: ******** ******** ******** givenName: ******** sAMAccountName: ******** userPrincipalName: ******** mail: ******** ----
Can someone advise? I feel like i'm missing something.
Thanks,
Samuel
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Hi Kelvin,
Its a step closer that's for sure, but still having an issue.
Progressive Capture
I currently have a Custom Form with seperate YesNo dropdown boxes for each application:
For each "Yes" selected on the Application List, it will show a personalised form for each Application depending on what details we need.
Business Process
After confirmation of call assignment, I have a node that looks at the Application List form
Following from that is a decision node that runs based on the answers given.
(Application 1)
(Application 2 etc)
Call Process
Choosing Applications required. I expect 2 tasks to be created and assigned after this.
Pressing next, i fill out the Customised forms for Application 1 and Application 2
After I finish the Application i go to the Call and can see that there is only 1 Human Task created... but i need Two as the admin for Application 1 does not look after Application 2 etc.
i've tried many variations of the Decision Answers... but to no avail.
Sorry for being a pain on this query, i just wish to streamline the process for our users without having to use multiple forms for similar things.
Thanks,
Samuel
ps. I'll set up the Business Process properly once i have this working
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Hi Kelvin,
Thanks for your response. I did try the above originally but it only works if a user selects 1 check-box from the list. If we select multiple check-boxes it doesn't fire any events and goes through the "No Match" route.
Single Selection Expectation (Works)
When you choose a single application then press next it will result in the application that you chosen... the decision node would then be able match the result:
- Selection:
- Result:
Multi Selection Expectation (Doesn't Work)
But if you choose multiple choices, then press next it will result with both applications seperated by a comma. The decision node will fire "No Match" because i'm searching only for single results, not combined results.
- Selection:
- Result:
All i wished to be able do is for the Business Process to detect each choice selected, then action on each of them seperately.
This issue also occurs in the Progressive Capture GotoIf node.
Thanks,
Samuel.
- Selection:
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Hello Gerry,
Fantastic post! I am also glad I raised it as an awareness for others, it's a shame the formatting for this topic doesn't work. I will relay this information to the relevant people in my organisation as i am keen to show them the amazing service that you provide and will continue to provide.
Many thanks,
Samuel
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Hello,
I have been advised by Hornbill Support to ask the following query here:
We have a new process in our organisation that requires us to get approval on upgrades and changes to all systems, so I have the following queries about module upgrades in Hornbill and is wondering if someone can answer them:
(previously upgrades were done ad-hoc, so there was no record of it taking place)
The modules that require upgrading on our end are the:
- Service Manager
- Document Manager
- Customer Manager
Our queries regarding the upgrades are:
- The upgrades are recommended to be done out of hours. How long can it take to upgrade a single module? What is a realistic timescale to upgrade all three in the same night? Once we have this information it’ll be easier to time it.
- Do you have a recovery plan if the module upgrades go wrong or the system goes down out of hours? Who do we contact? What can we do to resolve any issues?
- What is the road map for module upgrades? How many upgrades/versions do we have to miss before we stop receiving support from Hornbill until we have done so? Or how long can we put an upgrade on hold for.
- Is there a test system for Hornbill where we can test upgrades (and other settings) before doing it to the Live environment? If not, is there any possibility of one in the future?
Once we have the information required it should be easier to go through the process in the future to stay on top of Hornbill Upgrades for the fixes and features. I am doing this so I can build confidence so that the upgrades can be done more frequently without any issues in order to keep the system up to date.
Many thanks,
- Samuel -
- Service Manager
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Hello,
I have a Progressive Capture that asks users what Applications they required via the Service Request Catalog. It's a multi-choice check-box list.
I have set up a Business Process as a test to see if i could assign certain users to a human task based on the choices they have selected... but i'm not having any luck getting it to work.
The Business Process
Get Request Questions from Form ID app_List
Decision Custom Expression
Application List
I've tried different combinations for the decision results but no matter what I do, i always get the GotoIf error when creating the call...
Outcome == "Application 1"
Answer 1 == "Application 1"
Answer 1 == "Application 1"
How can i make the decision node look for ALL the answers in from the Multiple Choices?
If possible can we have a unique decision node that will fire the other nodes if the results are ticked? A bit like the parallel processing node, maybe we could have a parallel decision node?
Many thanks,
Samuel.
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Hello,
Again i would like to thank you for your script. I have expanded my original script even further in case anyone wants to use it in Database Direct.
SELECT d.h_doc_id Ref, ( SELECT a.h_name FROM h_sys_accounts a WHERE a.h_user_id = REPLACE(d.h_owner, 'urn:sys:user:','') ) Owner, d.h_title Title, d.h_description Description, d.h_status Status, d.h_version Version, DATE_FORMAT(d.h_created_on,'%d-%M-%Y') CreatedOn, DATE_FORMAT(d.h_updated_on,'%d-%M-%Y') UpdatedOn, ( SELECT a.h_name FROM h_sys_accounts a WHERE a.h_user_id = REPLACE(d.h_updated_by, 'urn:sys:user:','') ) UpdatedBy, DATE_FORMAT(d.h_retired_on,'%d-%M-%Y') RetiredOn, DATE_FORMAT(d.h_review_date,'%d-%M-%Y') ReviewDate, group_concat(ta.h_name SEPARATOR ', ') Tags FROM h_lib_documents d LEFT JOIN h_tag_links tl ON tl.h_object_ref_urn = concat("urn:lib:document:",d.h_doc_id) LEFT JOIN h_tags ta ON ta.h_tag_id = tl.h_tag_id GROUP BY d.h_doc_id ORDER BY d.h_doc_id asc -
Hi Trevor,
Wonderful thank you very much for your response. Your code was good, however it brought tags per document per line.
I went a bit further to group the tags per document into a single cell:
SELECT d.h_doc_id, d.h_title, group_concat(ta.h_name SEPARATOR ', ') tags FROM h_lib_documents d LEFT JOIN h_tag_links tl ON tl.h_object_ref_urn = concat("urn:lib:document:",d.h_doc_id) LEFT JOIN h_tags ta ON ta.h_tag_id = tl.h_tag_id group by d.h_doc_idThanks again
Samuel
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Hello,
I have created a report using the h_lib_documents table. I have selected the necessary columns, including the tags:
I changed the order of the tags column, then had look at the Data Preview... i can see that many Documents do not have any tags (some do). I then go to the actual document on the front end, and can visibly see tags on it.
See the highlighted document with no tags:
The document highlighted above does actually have tags:
(link)/docmanager/document/details/DOC20150900000004
Can someone advise on what's going on?
We need to report on these, as we are unsure what documents have tags or not. Originally we though most of them don't have tags, but because the report doesn't work that is probably untrue.
Thanks,
Samuel.
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Hi Steven,
Thank you very much for your response, this would be great if it could be done.
Cheers,
Samuel.
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Hello,
My colleagues are wondering if there a way to add planned changes directly to the Change Calendar without having to raise a call through Hornbill?
If not we welcome any other solutions to go about doing something like this, but can such feature be thought about in future releases?
Many thanks,
Samuel
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Good morning,
I have a query with regards to the Request List area.
Can we add a new condition to check for in the “Views” where
“Member” + “is / is not / contains / does not contain” + “#User”
Thanks,
- Samuel Wood -
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Hi Sam,
thanks for you post.
You have correctly identified that we as yet do not promote a Hornbill Portal for our customers. Our chosen support model is first and foremost aimed at building a thriving Community where, just like on the Hornbill Platform, subscribers can discuss and contribute to various Hornbill topics.
The second objective was to break down barriers and enable our customers to quickly and easily raise issues with our Application Support Team without even having to log in to a portal each time and having to remember log in credentials. This is now available to do via our web form: https://www.hornbill.com/request/
The introduction of our Portal is on the agenda, but at present I can't be more specific than that.
Dan
Hello Daniel, thank you for your response.
Your explanation makes a lot of sense as well as it sounds positive.
We will keep a log of all calls we make to yourselves using a spreadsheet as an alternative to the portal until the portal arrives.
This topic can be closed.
Thanks,
Samuel
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Hello,
I have raised a request to Hornbill Support asking whether or not we can monitor our own / our organisation's active calls we have with Hornbill via their very own Customer Service Portal, and the response is that there is currently nothing available.
Can we have some clarity on the development of your Portal if at all? How long might it be before we see it's light of day?
It's great that we have one for our customers, but being your customers it makes sense that there should be one for us to use.
I have an idea on how it could work, maybe have another button on the left hand side in the Hornbill Collaboration that links to...
1. Calls you have raised to Hornbill
2. Calls your organisation have raised to Hornbill (with a username search)
3. An area to raise Feature requests (to be able to vote) or to view a Bug List of all known error messages and fixes.
It can be view against certain job roles if required.
See the image below, i have created this mock up using GIMP.
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Good afternoon,
We were wondering if anyone can share any helpful tips and/or best practices on how to avoid incoming calls not being assigned to a team. Looking in the progressive capture area for New Requests, there is a node that can be added just before the end of the capture that will allow Analyst and Team assignment, but what we need is a mandatory field to capture Team assignment only.
Has anyone done this?
Many thanks,
Samuel.
LDAP Import not updating user's Roles
in System Administration
Posted
Hi Trevor,
That would be great if you can look into this as we are keen to get people using the Self Service Portal due to the changes that are going on in the organisation.
Is there any options i could use in the mean time? Is it possible to change the default role of the Self Service Portal to use the Basic User Role?
If you update the LDAP Import to allow updates to Job Roles within Hornbill, will it only update/append to the user's current roles?
Thanks for your quick response,
Samuel