Dan Munns

Hi, Could we have it so that when you are looking at the subscriptions page, clicking on the link to the application takes you to a list of users for that application rather than the application store page. This would make it easier to manage users per application rather than trying to find that one user who has a Service Manager role and is taking up a licence because of it when they don't need to be. This is the screen I am looking at:

Thanks @James Ainsworth

Thanks @Steven Boardman. Sounds good

@Victor any ideas (I am sure you have at least a few) BPM attached: Node config:

Hi, We are getting the following error on tickets where the BPM assigns an authorisation task using the variable for users manager: This BPM has worked fine for a number of months now. The user does infact exist. Account is active, user can logon fine, no other issues I can see. Any ideas? Edit: I should also say the service is available to everyone and the user has a collaboration licence.

Thanks @Ehsan I'll give it a go now.

Anybody?

@Ehsan I think we may need this patch as well: @nasimg thanks for the heads up

Hi, At least one of our tickets, which has been working fine up to now, has suddenly stated throwing an error when the BPM sets the status to 'Resolved'. Clicking the restart BPM icon fixes this everytime, but not everyone has the ability to do this (mainly so that I can find the cause of issues instead of people just restarting the workflow). This time however I cant find the issue. The error I have is: The workflow section is here (with the troublesome node highlighted): I thought that maybe it was because one of the analysts had changed the status manually prior to the node being reached, but it has also happened on a ticket where this hasnt been done. Any ideas?

Hi @Deen Template: Email: As you can see the logo should end roughly in line with the start of the call reference on the 4th line but actually goes much further. In the template the settings are: but the properties of the image, saved from the email are:

Hi, I have our company logo as a .png added to the top of all the email templates. The original image is 402px wide. I have set the size to 250px wide on the template but the image is displayed at 402px on all templates. This makes emails sent from Hornbill look bad as the logo image is far too big at 100% zoom in Outlook. Is there something I am missing here or is this a defect? Thanks Dan

Hi, Could we have a section which shows current project resource and any other projects they are part of. This will allow for easier resource management as a PM will be able to see if a particular resource is already listed on a lot of projects already. Thanks, Dan

Thanks @Steven Boardman. I am aware of the licencing model around Supplier Manager, but I could do without the extra admin at the moment (I am the only Hornbill admin here) so the ability to be able to add requests to suppliers without having to have a licence will be very good for me. Looking forward to seeing how the integration works with the other applications in the Hornbill suite. Thanks again, Dan

Hi, We have a few tasks from cancelled and removed projects still on PMs activity lists. Since the project no longer exists they are unable to open the task to close it. Can we have a way of removing these please?

Hi, Would it be possible to add the functionality to be able to link a project to a supplier from within the PM application. I was thinking of another drop down from within the relationships area.

Hi, Would it be possible to add the functionality to be able to link a request to a supplier from within the SM application. I was thinking of a new role which allowed an action button similar to the way linking documents worked. Then service desk staff can link an incident (or other request type) to a supplier without having to have a supplier manager licence (and all the permission management that goes with having another team added for the sole purpose of linking requests) They should be able to add any request type to any supplier if they have this role. This way the RM can see all requests linked and not have to chase around teams to find out if they have any issues with a supplier.

Hi, Would it be possible to give projects reference numbers and allow us to link SM requests to the project from the SM application? I was thinking PR*12345 This would make it easy for ad-hoc changes to do with project work easy to add to the project without having to get the PM to do it everytime. Plus having a reference number would make it easier to differentiate projects with similar names. Obviously this should be able to be added to current in flight projects as well as new ones.

@AlexTumber thanks. I was right, me being slow

It is probably me being slow, but where can I set a supplier as preferred? Thanks Dan

Hi, Quite a lot of the time when opening a task from a request it takes a long time for the popup to show. Most of the time if there is a delay it is between 15-20 seconds but I have noticed this getting longer recently. Today it has taken over 30 seconds for the tasks to be displayed on a number of tickets. This occurs if I click the tick or the task title to open it. Using Chrome 77.0.3865.90

@Josh Bridgens in the email template you are using you just need to add the h_pk_reference variable into the subject line field somewhere. In all of our customer facing email templates the reference is injected into the subject line. Our (less then impressive) new request logged email template: Or you could have it look in the body of the email. Unless there is a specific reason it needs to be in both? Edit: The second field in the screen shot is the subject line field. Trimmed out the title without realising until I posted it.

@Josh Bridgens looks like you are missing a . in the summary regex (beginning) which will make the wildcard invalid.

@wfmike you should be able to do this. I am assuming that you have an authorisation first, then if rejected a chance to rework, then another chance at authorisation? Depending on what you want to do you could just give the second chance and then a decision node of rejected>close / accepted>resolved. We have a similar (slightly more complex) process in place here: You will see that it can be rejected at any authorisation point in the red, blue or green sections and it sends it back to the beginning again for re-authorisation by all approving parties. If you want to have the authoriser selected with a human task then you should change the "Auto Assign Authorisation" node and just use a normal one but change the authorisers section to variable and then use the human task capture as the variable. It will look like this: &[functions.getTaskAnswers("task-5aed9cec-eca5-479a-d6b4-3c0ae5cd1b21").Second_Authoriser] I have set the human task to have capture fields to select the authorisers. It takes its info from a simple list for each set of authorisers. Or you could use the node you have and remove the human task. Replace the human task node with a "Suspend>Wait for list of request authorisers" node. This will present a key icon in the action bar of the request which will allow the analyst to select multiple authorisers from the co-workers list. More info on that can be found here: Authorisation Action Item Wiki page. Authorisers will need to be subscribed to the service and have a collaboration licence to be able to approve no matter what method you choose. Edit: If you mark the request rejected with a "Set stage checkpoint" node you can unset it with another node the same which marks the checkpoint 'false' : Hope that helps @Victor can you move this page to the correct forum area please

Hi all, I have a shared mailbox that seems to have stopped updating open requests with received emails. If I send an unsolicited email to the mailbox with the reference in the subject line the mail is not used to update the ticket, instead it just sits in the inbox. If I reply to a mail from the ticket, it still doesnt add the email to the request but this time it shows the ticket under 'related media' on the right hand side of the mailbox. I have had no reports of this happening on any other mailbox and I can see mails that were added to requests correctly yesterday with no issues. The target folders exist and the regex is valid. Any ideas?

Hi @Gerry, Any update on this?