Dan Munns

Hi, Any update please? Thanks

Hi, Any update on when this will be fixed? Thanks

Ok my bad. One of the other admins changed request details to service details. Changed it back and works ok now. Apologies.

I have made no changes other than removing all but one of the templates to create new ones. I can still see the template when I manage them. I usually see them at the bottom of the box on screenshot one The PC I am using for incidents at the moment is screenshot two but this hasn't been changed Thanks Dan

Hi, Have the quick request templates been removed from use? I had created some for our password resets and now when you raise a ticket the templates don't show up so we cant use them. Templates for daily issues such as password resets would make life so much easier so I hope they aren't gone and have been moved or it is something I have done which can be reversed. Thanks Dan

Ok thanks Alex

Thanks Alex, Any idea of release time frame?

Thanks Alex

Hi, I have an issue with of service requests BPM. At the moment only certain people can raise requests via the service desk (usually line managers) but everyone can raise incidents. I have a BPM to check to see if the person requesting is an authoriser (via custom field 1) and if they are the ticket auto authorises, if not it should query the customer info and email the manager to request authorisation. At this point I get the failure message as below: 35786 17/08/2016 10:23 error comms 18376 Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:notifyEmailCustomersManager] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomersManager): nodeName: Request has customer id?; nodeId: b6a23f2c-0e34-4839-84bd-73137f32f57e; At 248/1: "Uncaught TypeError: Cannot read property 'primaryEntityData' of null" throw(e); _fc_node_exec_b6a23f2c_0e34_4839_84bd_73137f32f57e The test user has a manager in the field in his profile (the manager is set as me) and if I remove the email customers manager part then I get the notification in service manager. The email template names are correct. I have no idea why it isn't working or if there is a better way of doing it. Help please!

Hi James, At the moment I have added the attachment form into the BPM and made it mandatory. The issue is that we don't always have the plans in place when the move is first requested which means that rather than use the portal, as I would like, users will just email the request to us and we will have to log it manually. I understand that the 'wait for attachment' could be circumvented with any file attachment but at the moment this is a better option than anything else I can think of. Rather than a task the analyst has to perform the plan come from the team requesting the move and so I would like to suspend the BPM until we are emailed the plan. If this is not possible then I will have to think of some other ways of doing it. Thanks Dan

Hi, I am creating a BPM for our equipment move process and need to make sure that all moves have a plan attached to the call. I was hoping for it to be nice and simple with a suspend-wait for attachment option but sadly this is not the case. The adding of the attachment is a checkpoint and is required but I want to make to as automated as possible rather than the analysts attach the file and then have to do something else to complete the check point. Any help/ideas appreciated! Thanks Dan

Any further updates on this please?

Thanks guys

Hi all, Is there anyway of making the questions in the procap show the display field rather than the value field of the simple lists? I use the simple lists for things like department / site / job title and in the questions in the raised call it shows the value rather than the display name. This is a problem for the analysts as they don't know the values of the list items and the value numbers are used in procap to either miss or add other procap forms as part of the call logging process. Thanks Dan

You can skip around the work flow using the buttons at the top of the page (first attachment) These can be removed individually in the request configuration screen (second attachment) I think then the only way they can resolve the call is to follow the BPM to completion Hope that helps

Hi Martyn, They will raise incidents via the 'Raise New' drop down at the top left of the screen and selecting incident or via email. We only raise requests via forms, so the portal once we go live with this software. And yes in the pro cap they will select user first. Thanks Dan

Hi, Can we ask that a change is made to the way calls are logged from an analysts perspective please? At the moment if they click to raise a new ticket the 'select service' from the ProCap shows ALL available catalog items. Can we have this filtered so that if they select incident it only shows the catalog incidents or service requests only shows the catalog service requests. At the moment if they select 'Raise New>Incident' but select a service request the BPM fails as there is no service request set up in the incident service. I don't really want to add differing call types to our catalog services as they will just add confusion. Also can we make it so that the catalog service titles are not classed as items (or at least the option to turn them off) as this can also cause issues unless we have a full BPM setup just for those. Thanks Dan

Ok, so I have now added the 'Select Service' form to the ProCap and it now works (and is also the only ProCap with the select service form strangely). However this brings up the point that if the incorrect service is selected the BPM fails. Surely there is a way of doing this. We have one service in the catalogue which can create incidents (all others are requests) and it is the only one we are having issues with.

Hi Dan, The BPM is associated with the incident process. There is no check point list (HUD) and the ticket is just a basic ticket which then has to be assigned to the service desk rather than doing it itself. All of the requests we have created use custom forms throughout and have no issues. This is the only BPM/ProCap we have issue with and uses default forms. Is there a way to add a custom form which picks the catalogue service automatically and the user never sees it to get around this issue (if that is the cause as it is only effecting me at the moment). Also none of the other ProCaps have a service select form. Thanks Dan

When I log an incident ticket via the live.hornbill the BPM fails to start (first node is an automated node to assign to the service desk) but it works fine if I log a ticket via the service portal. I get no error messages and it only seems to effect the incidents as service requests behave as per the BPM. This seems to only affect me and one of my analysts who is testing with me has no issues. I have changed my roles to match his and I still have the issue. I cannot see what the issue is and it is slowly driving me mad. Can someone help me with this urgently as it is stopping me testing incident BPMs correctly.

Hi James, I am using the request catalog at the moment which looks like the below image. I am going to create some 'analyst only' items for our most frequent type of calls as well. What I don't want (from a user point of view) is a huge list of things they can log which will cause confusion and most probably end up with everyone just selecting 'Other' for everything. Also on a side note, is there any way of formatting the italics text under each item title on the catalog screen? I was hoping to make the time frames bold or similar to make them stand out a little. Thanks Dan

Hi, Is there anyway of linking two BPMs ie halfway though one BPM a decision is made "IF x GOTO BPM X & IF y GOTO BPM Y" I am trying to make a BPM for our 3rd party requests which may be one of 3 or 4 different things but having loads of check points can be confusing. On the other hand I don't want to have a huge list of services in the portal. Thanks Dan

Hi Gerry, Screenshot attached. I will also try the transparent border as suggested by Steve

Hi, I have read the Wiki page regarding the logo sizing and this doesn't help. It is only an issue in IE and no matter what view I use (compatibility or emulation) there is no change. When I view the page in Firefox or Chrome there is no issue. Unfortunately my organisation use IE and that isn't going to change. I know that it is just a small issue but it looks horrible and we would like to resolve it ASAP if possible. Thanks Dan

+1 for this. Creating parent calls for incidents (print server failure for example) which will generate a lot of child calls and allowing the parent call to close all child calls with it would be a very useful option to have. Even of the option would be added to the 'Raise New' tab as 'Parent Call'. That way you know that when you close it, all attached calls (regardless of current state) will be closed also. I have tended to use functions like this for on going know issues where we have a work around in place but a permanent solution is not yet available. Once the perm solution is in place we can close the parent and all child calls in one. It also makes it easy to see how many incidents have been raised against a parent call.