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chrisnutt

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Posts posted by chrisnutt

    Email template editor

    in System Administration

    Posted

    Hi,

    Over the past few days I have been building email templates with a team who is coming on board to Hornbill. It has been a very painful experience. We get the template looking good in the editor, but then in the actual email the fonts are different sizes and types etc.

    After a painful hour with this team, the only surefire way to make it work was to edit the source.

    Is this something that can be fixed?

    Chris

    Inbound Mail Service source

    in System Administration

    Posted

    Hi,

    We've been turning 2FA on across all accounts and this has impacted on our Hornbill mailbox.

    I've been told that we can add an exception so that 2FA doesn't apply when coming from Hornbill. In order to add that exception, I need to know which IP addresses the POP3 mail service over SSL uses. Can you let me know?

    Apologies if this is the wrong forum for it, couldn't find anything that was immediately obvious as suitable.

    Thanks

    Chris

    Tags on requests

    in Service Manager

    Posted

    Hi,

    I'm trying to find a way to break down a large list of open requests comprised of incidents, Service Requests, Problems etc.

    It would be really useful to quickly add tags to tickets to help join things together quickly. Meta tags or hash tags type things...

    Does that functionality exist? I've not been able to find anything.

    Thanks

    Chris

    Email notification to a role

    in Service Manager

    Posted

    Hi,

    For some reason I thought this functionality existed as a standard email notification task. But I appear to be wrong. So, is it possible to email people with a certain role via the Business Process?

    It would be very useful! I'm improving a business process and we have an email address hard coded in there for our change manager who is leaving at the end of the month. I'm trying to avoid this becoming a problem then, and in the far distant future!

    Thanks

    Chris

    Count of how many times something has looped...

    in Service Manager

    Posted

    Hi @Victor

    I'm trying to achieve something similar. In a change I want a loop when the change manager sends the request back to the owner for more info. I've arrived at the conclusion above too, but I don't know how to execute it. I want to use h_custom_30 to store a counter. Is it as simple as adding '+1'? Or do I need more syntax? Presumably something like h_custom_30 = h_custom_30 + 1?

    Any help would be gratefully received?

    Thanks

    Email Service Owner from Business Process

    in Service Manager

    Posted

    Hi,

    I was about to create a node that emails the service owner when a change is raised for that service, but I was surprised to find that under email notification it isn't an option. There's probably a way to work around it. Has anyone done so?

    Can the Service Owner be added as an option for Email Notifications?

    Thanks

    Chris

    Custom asset fields

    in Service Manager

    Posted

    1 hour ago, samwoo said:

    As I have discovered, 3 months a time to get new fields could be too long, especially if we discover something we need immediately as part of doing some planned work, only to find that Hornbill cannot hold that particular information yet and we have to wait for the next quarter for it to be implemented after requesting it on the forums.

    Yes, three months would be too much for us. In that time we would have put an alternative, less streamlined, process in place with the intention to review. As I'm sure we all know, those intentions can go on a while!

    Chris

    Custom asset fields

    in Service Manager

    Posted

    Thanks James.

    I'm not sure that this will be a common request so I may have to find another solution.

    As part of our P2PE (point to point encryption) process we need capture and record all PIN Entry Devices from moment of arrival to disposal and all steps in-between. We received these requirements from Verifone as part of PCI compliance. I want to use Hornbill for this instead of a spreadsheet. I have added one as a test under Computer Peripheral, but had a look at the other classes in the DB and can't see one that meets all needs. Key requirements that need to be recorded in a way that can be reported on and are not currently catered for as far as I can see, are:

    • Security seal intact - Yes/No
    • Number and type of physical connections (I'm aware that there is a connection type field under computer peripheral class)
    • Firmware version
    • Application version
    • Date of last inspection

    While I'm talking about this, there is a need to lock this down to specific people so only people authorised can see/edit this info. Can this be achieved?

    Thanks in advance?

    Chris

    • Like 1

    Custom asset fields

    in Service Manager

    Posted

    Hi,

    I have a need to record some asset details that are not currently accounted for in the system as far as I can see. There doesn't appear to be any custom fields that can be used. Are there any plans afoot to expand on this, or is there another way that I have been unable to find? I've had a look on the wiki and previous posts but am coming up short.

    The scenario I am faced with is that I developing a point to point encryption process that covers the asset management of pin entry devices. There are some very specific things that I need to be able to record, and report on. I'd rather not appropriate another field for a different purpose unless it is a custom field. Ideas are welcome!

    Thanks

    • Like 2
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