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Gary@ADL

Hornbill Users
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Everything posted by Gary@ADL

  1. hi @Steve Giller thanks for this - sorry can you explain a bit more? ive added an update request node but it doesnt work still, with all the options i have in the update details node i have left then to ignore, because none of them look like they are applicable to what im trying to do? theirs no option to update task fields or custom fields etc from what i can see? so am i missing something? thanks
  2. hey guys - did we get anywhere with this? im, trying to do another process ( i worked round the above i think by putting it all in the same stage, but this isnt ideal this time) so im used a task with a capture task in my first stage,to capture a radioset value, which im trying to commit to h_custom_d, shown below this is not populating the respective database field within h_itsm_requests though? h_custom_d is a varchar field - so should accept the value? am i doing something wrong? i need to reference this value in a later stage, ive also looked at trying to reference the "task answers" in a later stage, but i cant work out how to reference a task from a different stage? thanks
  3. thanks for this James - turns out our firewall was doing some behind the scenes routing as we thought - this is now sorted and working
  4. hey guys - please can anyone help me as to why our "wait for status change" node is not working? the workflow just skips right past it (doesnt wait the specified time) ive tried it with an with the "request ID" defined, ive tried setting a "from status = resolved", nothing seems to work? manyt thanks
  5. thanks @James Ainsworth i had seen and tried this but it didnt work for me, so i wasnt sure if i was looking at the right thing! , so now i know these are correct i can look further from our end many thanks
  6. Hi Guys - we are setting up a mail banner that flags external emails to our users we are looking to add hornbill to our safe senders list so the service desk emails (that come from hornbills servers but spoof our domain address) dont get flagged, is it possible for us toto be provided with Hornbills internal mail server IP server range so we can add this in? happy to continue discussions via private message if required as i appreciate you might not want to publish this on the forum, many thanks Gary
  7. hey guys - we got this done in the end - we didnt even have to configure our outbound mail pointer, we just pointed our mailbox at the 365 account and it all seemed to work
  8. hey guys - sorry to drag this thread back from the dead but we are trying to do the same thing currently (migrate our mailbox to 365). ive followed the above the above instructions which seemed to have worked, but its the configuration on the 365 end i am struggling with. the error i am getting with the hornbill config checker suggests i need to need give my mailbox permission to send on behalf of another user. to get round this (because we cant create a user for do-not-reply@live.hornbill.com i dont think), ive made a contact, and set the smtp address as do-not-reply@live.hornbill.com, then set this contact to have "send on behalf of" permissions for my hornbill 365 mailbox, but im still getting the same error? does anyone have any ideas? thanks
  9. thanks @Steve Giller we did try importing the XML via URL but it failed. We setup a firewall rule years ago to allow for the URL import but it was locked down to specific Hornbill IP addresses for security. This rule is no longer working. Do we need to update our rule with new details from Hornbill?
  10. anyone any advice on this please? we are thinking we perhaps need to cut some part of the metadata out? but we are not sure which, as the wiki just says paste the full metadata in? thanks
  11. Hi Guys - please can someone advise - we are having some trouble importing our XML data into a new profile for SSO, we have used this XML data on other sites with no problem, so we know the server should be ok, just hornbill wont take the metadata we are giving it? please see attached screenshots of our metadata in note pad ()and where it came from), and the error we get when we try and process it, we have checked the wiki and confirmed we have followed the instructions provided, thanks
  12. @DanielRi this has worked i think, certainly working for dates set in the past, i'l keep an eye for dates going forward but i dont think it'l be a problem, many thanks for your help,
  13. thanks @Steve Giller that got it, the full table doesnt paste very nice, but this is the task answers field (task id and created on in above post) the ticket that i created yesterday, with an expiry date for today has worked. the task expired at 00:00:00 on the day set as you expected, and has moved on to the next node. so im just having a problem with them when the task date is made due on the same day as they are created, or in the past and it is allowed to expire, although id ideally like to keep this as we regularly get notifed of leavers in the past. thanks
  14. Hi @DanielRi Hi Daniel – thanks for your reply, yes you are correct I am feeding the expiry date of the task from a previous task, which ive tried to save the value into H_custom_b so I could reference the value in another stage. However I haven’t managed to get this to work, so I have changed the process and made it so both the tasks now sit in the same stage. Thanks for advising on the field mapping, I wasn’t told this in a previous post when I was asking – I was just told I was using the wrong field and it didn’t support the data type I was trying to use, not that the field would be in a different table entirely. so the task ID is: TSK20210305000001 , Created on is: 2021-03-05 07:49:07. I cant find just a column called “answers”, however theirs one called “outcome answers” which is empty, and one called “ task answers”, which has the following in it (apologies I cant select it so just took a snip) I cant actually search this for the “task answers” field though directly it doesn’t like it – see below, searching for all columns is ok, Searching for the first 3 columns you said works ok, It will not not search though when h_task_answers column is added, im pretty sure the SQL is correct. As you can see from the first screenshot. The date being committed has no time on it. Just the date, which is as expected as we only use the date control field to select the value. If it turns out to be referencing the start of the day rather than the end that’s fine we can accommodate that. To clarify, this process already works for us (when setting the date to be the same as todays date, or a date that has been passed already), provided we complete the 2 tasks within the same day it seems. (this is the first time we have let the task expire and noticed its not doing what its supposed to, nor can we progress it), we haven’t yet had any processes expire which reference a future date yet (although we have one due tomorrow, for which I created the task for today), but we still need this to work for past dates, or at least be able to move the process on when the task expires. Many thanks Gary
  15. thanks @Steve Giller - can you please advise how i can progress my process above? ive got a few of these now where the task has expired, but the process is just sitting there, i cant complete the task (as its expired), but my process wont move on now? thanks
  16. thanks @Steve Giller ive just tried another one for tomorrow, although having just checked the value for the ticket above (SR00183867), i can see that the date still isnt being stored in H_custom_b field (pic attached) this value must be getting stored somewhere as we can refer to it (as h_custom_b field) within the same stage when setting the summary and card title value as below which is working; LVRRQST - &[functions.getTaskAnswers("task-7ec2b8ec").Leaver] leaving: &[functions.getTaskAnswers("task-7ec2b8ec").h_custom_b] notified by: &[functions.getTaskAnswers("task-7ec2b8ec").notified] i have moved my countdown task into the same stage now, and it referring the same value as referenced in the changing card title, and on the day i created it it stayed active, then next day it had moved to expired so its kind of working, many thanks
  17. hi guys i have a process which has a task that is set to expire on a user specified date (specified in a previous task). my second task on my process was set to expire 05/03/2021, which is has done, however the process is now just sitting there not moving onto the next node? its my understanding that once a task has been completed OR expired, it moves on to the next node? thanks
  18. hi @Steve Giller i dont suppose you've had chance to have a look at this? thanks
  19. hiya- sorry @Steve Giller - still not working for me, im addressing the field correctly i think, im trying to put a date field into a h_custom_b - which is a varchar field, and its not picking it up, neither is h_custom_c being picked up, which is a radioset field. for the date field i need to use the date picker i think (rather than the date/ time) as i reference this date later to drive a task (the task expires on this date), and im unsure if it will work with the a date / time value. many thanks gary
  20. @Steve Giller perfect many thanks! sorry forgot the wik :facepalm:
  21. edit, i actaualy use one of the fields later in the same stage to change the card title of the ticket - i reference this field using a get task answer, and this works, LVRRQST - &[functions.getTaskAnswers("task-7ec2b8ec").Leaver] leaving: &[functions.getTaskAnswers("task-7ec2b8ec").customField27] - &[global["inputParams"]["requestId"]] so im guessing just my field name is wrong and it not referencing the actual database field properly, thanks
  22. hi guys - hopefully this is a quick one - i feel like im doing summit silly! - i cant address a custom field in my process i dont think, or its not working as expected. so i have a task which has 2 questions, one is radioset field, one of these is a date control field, I have these mapped to customfield27 and customfield28. this matches what i see here when i try and reference the field later, but does not seem to match the database field names, can someone pelase confirm what i need to be naming the fieldID - to get the values stored properly? (also ive tried doing this a different way, but i want to reference the value in a later stage, which it doesn't seem to let me do, it only shows me tasks within the current stage. however i can reference the ticket info and thusly the custom fields, so trying it this way.)
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