[service not appearing in my routing rules "service" field]

hi guys - i created a new service yesterday,

 

still today it is not appearing in my list of services i can reference when creating a custom routing rule, 

 

am i missing something here? 

 

my service is not appearing in the "services" drop-down here.

service seems to be created all ok, assigned a team etc, 

 

many thanks

[Use database direct to update fields?]

Hi Guys - thanks both,

 

@Bob Dickinson this is brilliant and works thank you

 

i had figured out if i changed the field from a dropdown to a single line text field it would let me change it within the Questions section of the ticket, but this wasnt updating the backend.  

 

the way you have shown me also updates the backend too, which does exactly what i need it to do,

 

many thanks 

[Use database direct to update fields?]

Hi Guys - are we able to use the database direct function to change records?

 

we need to change the value of a custom field set during request capture by a request question. i have looked and cant seem to change it in the request itself, so i tried to change it using SQL but im getting an error here, so i wandered if im doing something wrong, or is this a permissions issue? 

i can get the record ok

 

 

but when i try to run the following - UPDATE h_itsm_requests SET h_custom_a = 'P1' WHERE h_itsm_requests.h_pk_reference = 'PM00238151'

 

i get an error executing query

 

 

if i click on the field i want to change, i get an error about no primary key?

 

 

many thanks 

[customise the "request actions" pane for multiple tickets]

Hi guys - when you select multiple tickets in the request view you can select the cog at the tog and "request actions" will pop up - is there a way to customize what is on this screen?

 

ie we'd like to remove the old boards option (and probably the new one too as we automate our boards), and also add an Assign section/button, to allow us to assign multiple tickets at once to a different team. 

 

many thanks 

 

[Lost all views]

+1

 

note we can still search for tickets ok and view tickets from boards. 

[trying to assign a Linked request to a team member selected via task answer]

thanks Steve - ive set the logging but i reckon you've given me the answer anyway

 

it looks like the field is looking for the team ID, not the team display name - which is what the user group picker outputs

 

both match if you were to set the team field to manual (as it lets you pick using the display names)

 

many thanks 

 

   

[trying to assign a Linked request to a team member selected via task answer]

Hi Guys - we are using the Log Request node to log a new ticket, and we'd like to assign this ticket based on a task previously completely in the process.

in our task we have 2x Hornbill User Picker fields  for team and for analyst, but with both of these populated the ticket is still not being assigned correctly? so if i pick myself as the analyst its adding me as a member to the ticket, but is just assigning it to our reception queue, rather than myself in the escalation queue.

i previously had the team and owner fields as fixed entries in the Log Request node and this worked ok, its only since i start referencing the task answers that this process stopped working.

i have a get request info node right before the Log Request node, but i cant find a Get task answers node, but it lets me reference the task all ok in the variable picker,

any thoughts?

 

thanks 

 

 

[Task reference not working in process flow]

hiya - it looks like referencing the dynamic list was causing the problem,

 

ive tried it just using a static drop down list and it works all ok. 

[Task reference not working in process flow]

Hi Guys - please can someone hopefully point me in the right direction of where i may be going wrong,

im trying to refence the answer to a task to drive a decision later on in my process, but it doesnt seem to be picking up the reference,

 

so when i select "Scarborough" from the dynamic drop down list in the "deployment site" field it should go down a specific path as shown below.

 

not sure what i am missing here? ive got a "get request info" before the decision so it should be picking up the task data?

 

many thanks 

 

 

 

 

 

[Unable to raise requests using Intelligent Capture]

Hi Guys - we are getting this issue occurring just now? when we try to log a new call and select a catalog item underneath a service, it just loops back to the select a customer screen,

 

if we dont select a category, and simply select the service, it will allow us to proceed, but does not use our pro-cap, (and also i think it should be set to not allow just the service to be selected without a catalog item)

 

many thanks

[Auto-task not appearing on custom button]

ah thats got it - thank you - @Steve Giller @James Ainsworth

[Auto-task not appearing on custom button]

the entity is blank - but i cant see where to set this? 

 

[Auto-task not appearing on custom button]

Hi Guys - im trying to setup a button on requests, that when clicked, generates an email to the customer, 

 

ive setup the auto-task, but it doesnt appear when i create a custom button on a request, what am i doing wrong? or am i just being impatient? i created it about an hour ago,

 

cheers 

 

 

[Email failed to send pop-up error]

Hi @James Ainsworth - its a disabled process yes! good spot, i will re-route them all to the correct one, and come back to you if any problems,

 

many thanks 

Gary 

[Email failed to send pop-up error]

hi @James Ainsworth - i just got this issue myself,

i clicked send, it popped up that error message then took me back to my email (as below), then i pressed send again, and the same thing happened, 

 

but both these mails have sent it hornbill, and i rteceived them, 

 

but they have not showed up on the ticket. 

 

thanks 

 

 

 

 

 

 

 

[Email failed to send pop-up error]

Hi @James Ainsworth we are still seeing issues around this, we are still getting the pop-up to say email failed, sometimes it goes, sometimes it doesnt,

today one of our users got the pop-up, the email update has not gone onto the ticket, but the email has sent and is in the sent box and the users auto-reply has come back into the ticket.

 

 

 

 

 

please can this be looked at ASAP.

 

thanks 

 

 

[Email failed to send pop-up error]

thanks @James Ainsworth - we are still seeing this pop-up today though, however the emails are being sent it looks like (they look ok in the sent items box, show as delivered etc),   

 

The 68 errors still shows as 68 errors, so this hasnt gone up,

 

for example my colleague got a pop-up for the below message this mornng,

many thanks 

[Email failed to send pop-up error]

Hi Guys - we are getting an email failed to send pop-up when trying to email from tickets, but the emails seem to be sending ok? any ideas why this might be?

we also have an exclamation mark next to our send items within our mailbox, but we cant click it and have no indication what its for? could these be related?

many thanks 

[the "lock assign" function is not working]

ah perfect thanks @Steve Giller - so if its grey it should be locked but allows an admin to proceed - i will check this out and come back if any problems - ta 

[the "lock assign" function is not working]

hi guys, we have recently locked down the ability to assign tickets (or so we thought) until the ticket has been prioritised and categorised.

The problem we are seeing, is that even though the "assign" button is greyed out, it doesnt stop you using it. it just works exactly as normal.

 

please can this be fixed? or are we doing something wrong?

 

 

 

thanks 

 

 

[SSO setup issues]

hi @TrevorHarris - many thanks for your reply  we tried this and got a little further, but we are now receiving the below error message, if you could assist please - thanks 

 

[SSO setup issues]

hi guys - anyone able to shed any light on this one by chance? 

 

thanks 

[exporting daily data extract to Qlik]

Hi @ssam

 

from memory we achieved this by a combination of things - we use the extract tool that steve linked above to pull reports from hornbill. but we found we cant schedule these often enough for a "real time" data feed, so we used a robot (uipath), to run the report at interval we choose (currently every hour), then Qlik picks up this file as a CSV

 

thanks  

[SSO setup issues]

Hi Guys - we are trying to configure our SSO to work with O365, 

we have followed the instructions, but are getting an error as below, which looks like its expecting the sso.hornbill.com URL as an identifier, but the 'Patterns' suggestion against the app says nothing about this? if we add in SSO.*** as per the pattern (https://<SUBDOMAIN>.hornbill.com/<INSTANCE_NAME>), it prompts for a sign in, and an MFA prompt, but then gives an error message about the reply URL not matching (3rd picture) 

 

anyone got any ideas please? we are not sure if our identifiers are incorrect? or if something else is amiss - 

 

many thanks 

 

 

 

 

[hornbill internal server IP]

Hi @James Ainsworth - sorry to revive this, for the most part this is working, but ive noticed the emails that come from "noreply@hornbill.com" dont seem to come from the same IP's as in the article? 

 

this is what we see one one that works as expected and comes from our helpdesk mailbox

Quote

 

Received: from [87.117.243.10] (helo=live.hornbill.com)

                by out6b.electric.net with esmtp (Exim 4.94.2)

                (envelope-from <itservicedesk@alexander-dennis.com>)

                id 1ltrPd-0001xa-TF

                for GD-IT-ALL@alexander-dennis.com; Thu, 17 Jun 2021 05:46:25 -0700

Authentication-Results-Original: in6i.electric.net;              iprev=pass

 

this is what we see from one that is not working, and appears to come from noreply@hornbill.com as you see it seems to come from somewhere different? 

is this to do with it being a no reply mailbox perhaps?

thanks 

Quote

 

Received: from live.hornbill.com (unknown [10.4.25.8])

                by live.hornbill.com (Postfix) with ESMTP id 16D881401FD

                for <gary.exley@alexander-dennis.com>; Mon, 21 Jun 2021 11:28:39 +0000 (UTC)

Authentication-Results-Original: in4j.electric.net;              iprev=fail