Dan Munns

@Victor Ok cancel my last. I feel that I should have a special "I have found what I was looking for after moaning I couldn't find it" button. The only issue I have now is the fact that it seems to be showing tickets which I cannot find anywhere. As far as I can see in the request list we have 40 requests of all types. But the widget is showing as attached. Any ideas where they may be hiding? I am a member of all teams and services but still they are incorrect. If it helps it is just the service requests which is wrong. Incidents are correct at 15. Thanks (for your enduring patience mainly) Dan

@Victor So there is no way for me to create the attached dashboard? The only way I can see you can specify a SQL query is to use 'data chart' from the widgets creation menu (which is either a bar or pie chart). However the attached image would seem to be target counters. The names of at least 4 of the 5 would suggest to me that they are live numbers. So has this functionality been removed or am I just looking in the wrong place? Thanks Dan

It does just save it in the folder without the prompt to be fair. So this is more of a time saver than anything. You could change the download location and empty the folder every night I suppose...

Ok so after @Gary@ADLs post I have looked into this a little more and it would seem that it is an IE setting rather than Hornbill. Looking into my registry I am missing the key: HKEY_CURRENT_USER\Software\Microsoft\Windows\Shell\AttachmentExecute\{0002DF01-0000-0000-C000-000000000046} which allows or disallows auto opening of files. Since this tend to be set by GPO I thought it best not to add the key and value here. If you have the key it should be possible to change it via IE. If you go to tools> view downloads and right click the file you want to change to always open you should be able to uncheck the Always ask before opening this type of file box. You would have to do this for each file type you need to auto open however. Having tried to open the same files in Chrome it just opens in the browser or presents you the 'Open...' option straight away so this may be a better option. So I think it is either a GP change or a browser change rather than a Hornbill change. Anyway hope that helps some people.

Hi all, I am trying to have a live dashboard to display in the service desk with stats such as: Number of tickets open - total Number of tickets logged - daily Number of tickets open - per analyst Number of tickets breached - total However it seems that the measures will only rescan once per day so all of the widgets are a day behind. I have a widget set up to show open tickets (attached) and even though it seems incorrect (47 open tickets, I can only see 38 in service manager) it has captured the three I logged yesterday, just a day behind. I am certain it is something I have done (or not done) as is usually the case. Any ideas? Thanks Dan

@Lyonel For some reason we have to add a 0 at the beginning of the cron schedule. So ours reads 0 30 07 * * 1-5 for our morning checks (every weekday at 0730) if we drop the leading zero it doesn't work but I cant find a schedule explanation which uses a leading zero anywhere.

Thanks @Steven Boardman All the analytics were blank when I checked yesterday/this morning but I can see that they have been recreated today. Many thanks to whoever did that. Looks like I'll be having some fun tomorrow with them now!

Anyone shed any light? @Victor maybe?

Ok thanks @Steve G I will have a play around and see what they think

@Victor hence the googly eyes <--- Once I get into the swing of BPM creating it doesn't usually take that long so my sanity is rarely effected (cant lose what you never had some would say) But two parallels in a parallels is an Inception level of BPM I never want to have to recreate. Now I am trying to get my head around dashboards, measures and widgets whilst our Dev dept sort out their requirements for Service Manager. Now that seems to be slowly removing any sanity I may or may not have had in the first place......

@Victor The first two are straight forward to be honest. They just look a bit of a mare. The last one was a nightmare and was a lot of trial and error to find out what worked. Still unsure as to why or how it works though.....

+1 for this also

hi @DougA I have a large amount of decisions set up in both my progressive capture and business processes. I would probably go with the progressive capture style setup in your case though. I think that with the parallel processing you will have to have a process within a process to make sure that the next part of the bpm is started at the correct time or you might find that the first parallel process completes and just goes onto the next node without the end processes been completed which may cause a problem. I have a process within a process BPM set up and it was a bit of a night mare to get working (I have attached if for interest more than anything) Hope that helps Dan

Hi all, Have all the demo analytics been removed from the demo instance? I was hoping to see how to make some nice looking dashboards. Mainly like the one shown at the bottom of this thread,

Hi @Victor Any ideas? Also could you change the title from "NOW working" to "NOT working". It would appear I am the source of PEBCAK issues today. Thanks Dan

Hi @Steve G Is there any update on this please? I have a meeting next week with our Dev department and would like to give them the latest on this as it is holding up our go live with Service Manager. Thanks Dan

Hi @DougA You could have an 'Email Contact' node to email a distribution list or similar (we use one for emailing our SMT for outages). If you need to email multiple people not in a DL you will need multiple nodes so DL is the way forward if possible. I have tested 'Email Contact' with my internal email as well as my own personal Gmail account and it works fine. Obviously this will only work if the interested parties are the same for every instance of the request. Hope that helps though Dan

Hi all, I have set up a number of email rules using the new routing system and am having an issue with one of them. We receive automated emails from a 3rd party and they get logged, recently we added a catalog item with its own BPM to handle these emails. It all looks set correctly to me but it is failing to use the correct catalog item and instead is using the correct service instead. This means that is uses the wrong BPM. I have changed and saved and changed back and saved and deleted the catalog item and re made it with no changes. Config is as the attached files. The routing rule for picking out the correct email is fine. It is just using the wrong level and not drilling down as far as the actual catalog item. However if I add catalog item to the request list is shows as being logged with the correct catalog item. Can someone help me please? Thanks Dan

hi @Daniel Dekel That will be great thanks! Dan

Ok thanks @Victor

@DeadMeatGF You have to put 0s into the unused years, months. days fields. So it should read 00 00 00 16 00 It should work then.

@Victor Is that 10MB total or 10MB per file?

@Victor I can confirm this. It seems to happen randomly and to be fair it hasnt happened for quite a while now. I will post back here if I notice it again.

Ah ok. Thanks for that @Martyn Houghton that's sorted it. The templates were set as the call logged notification. Changed back to the default template and all good.

Hi @Melissa Gurney, This is a known issue and Hornbill have it on the road map under Incoming: