Dan Munns

Hi, Now I know this is brand new and I am loving it so far, however, could we have some options around widget behaviour for this: I want to be able to have a widget showing in column 4 only if there is data to show. If there is no data and the widget is hidden, I want the widget in columns 1-3 to expand into the empty space so I dont have a gaping hole in the page. If this is possible already I cant find how to configure it. Basically I want to have a full bar widget showing available services, but if a user has currently open requests, show those in column 4. If no open requests then only display available services across the 4 columns. Thanks, Dan

@Steven Boardman yep done that for IT and Finance services. And I know there is feedback over the last 30 days for the IT services because I left some myself for the service desk a few days ago. Strangely, if I dont set a timeframe, I can set the domain as IT and it shows some data. Or I can leave it unlinked and set a timeframe and I get some data. If I link it to a domain and set a time frame I get nothing. Also once I link it to a domain, i cant unlink it and have to delete the widget and start again.

@Steven Boardman Yeah I tried all that, even force full refresh (Crtl + F5) doesnt work. Must have set it about 6/7 times. Tried in Chrome, Vivaldi and IE. Thanks for the translation, couldnt see it for looking....

Another thing I noticed (and you will really see my OCD here); If you have the zoom set to 90% or 110% in Chrome and dont have a description set the search bar doesnt line up properly: With description: Without description:

@Steven Boardman No joy I'm afraid. Save, publish, go back, reopen, save & publish again... Makes no odds and it stays blank. Seems to publish and save the details first time for me though. Also, is there a translation for 'Company home' when on any page other than the main page? I want to change the text but cant find a translation for it.

Hi all, Having a mess around with the new employee portal and have found that I cant select a service domain for the 'Average Rating' widget (free text field rather than a drop down like the rest). So even if I select Filter By Service Domain, it just shows the same stats. If I type into the field then it shows nothing at all. Thanks Dan

Hi all, Before I raise this as an issue with support, I have noticed that some emails do not log the subject / email body as the summary / description. I raise the request and the info shows up fine. Some of my service desk guys log request and the fields are blank. It looks almost like a permissions issue, but this used to work and I have made no changes to email settings or user permissions. Any ideas?

Hi @Victor the issue I have is the we dont allow browser cookies and all browser history is cleared when the broswer is closed so it asks everytime. I will have a look more into adding the entiyid to the url and see if I can get that to work with direct links, then find all the Hornbill links on our sharepoint and add the correct urls I guess. Either that or I will leave them with the bypass url for admin.hornbill and tell them to sort out Azure so they can use SSO and it wont be a pain.... Oh the joys I have no doubt got in store.....

Yeah, I was hoping the setting I was given, would just allow the URL to work in the first place (if used) and then I could force some accounts to only authenticate with credentials. Everyone else uses or SSO. Tried adding the SSO profile name to the url to force SSO for everyone else, but that didnt seem to work either.

@Victor yeah, the only issue is it then asks if the user wants to use the Hornbill Direct logon or SSO. I was hoping for a transparent solution, and the force remote authentication override looked like it but it doesnt work as I expected.

Hi all, I have a few users who are logging on to Service Manager from within the group but dont have AD credentials (so SSO wont work) on our domain. They are looking at using Azure to authenticate (as we do) but they wont be ready for that for a number of months and I need a way to do this now. The setting 'Force remote authentication override' in the users account fails to set when used so I have two questions: 1. Does this work at all or has it been turned off somewhere (setting maybe I need to set) 2. Will this allow them to navigate to a logon page using the normal URL rather than have to use the admin.hornbill url as a backdoor (which I dont really want to do if I can help it) Thanks, Dan

Just my 2 cents but; I find closure stats largely useless at the analyst level. Say analyst 1 closed 200 requests and analyst 2 closed 100. On first glance, analyst 1 has done twice as much work right? But looking deeper, analyst 1 has done 150 password resets and 50 add to security group/add to mailbox type tickets and 'worked' for only 15 hours this week. Analyst 2 has done all of the in depth fault finding/outside their comfort zone/difficult to resolve requests and spent 30 hours resolving tickets. Now analyst 2 has done more work, even though he has closed less requests. Plus there are other things which closures per analyst wont take into account, such as experience / willingness to have a go at something they are not familiar with. Telling analysts they have to close 'x' number of tickets tends to result in people rushing to close requests rather than fixing issues and will almost always result in reopened/relogged tickets and a loss of reputation for the desk as users have to contact them multiple times for an issue which isn't a password reset to be fixed. Give them targets as a desk. Under x% of SLA breaches / average of 4 star feedback / etc etc. Giving them targets only attainable as a team tends to result in a better functioning team as the work they do will impact the team objectives rather than individuals who are all about their own numbers and the hell with anything else.

Nevermind - I found the tables I needed For those interested (if any) it was these three: with the filter set as:

Hi, I am trying to make a report of all service teams and users within the teams but I cant seem to get it to work properly. Anyone have any ideas? I need to be able to show the teams and users so I can show the breakdown of licences per business unit. Thanks, Dan

@Victor, yep that was it. Missed one I was going mad trying to find it lol. Now the only issue I have is when the workflow jumps a phase, the stage checkpoints don't line up with the phases: So in the screen shots 'Assessment' has been skipped but the stage checkpoints remain under 'Implementation' 'Implementation's checkpoints are under 'Review' and the ones for 'Review' are missing altogether... I have refreshed the page (and the cache) with no fix

Hi all, I am trying to add a change to the calendar using variables from a task but keep coming up against this error: The BPM looks like this: And the task setup like this: Add to calendar node looks like this: I am supposed to be presenting this this afternoon so any help to resolve will be greatly appreciated (as always) Edit: I added the 'Get request info' after the first failure in the wild hope it would work. There was no change (to be fair I didn't expect there to be) Cheeky tag: @Victor

@NeilWJ I (and my laptop) thank you

Hi, Can we have the ability to set an auto save timer on both PC and BPMs please? And also to utilise the browser function to confirm you want to leave the page. So many times I have been working on something and click back on my mouse by accident/have someone showing me something and just left click a bookmark rather than middle click/had the browser crash/random error/network issue and ended up losing a load of config. I do try to save little and often but sometimes when I am 'in the zone' I forget or I get caught up in something else and forget. Today losing about 40 minutes of work due to a browser issue and being 'in the zone' was the last straw I cant even remember all the changes I had made so no doubt this new iteration will be unique again. I know that some of these issues are self inflicted but auto save/browser confirmation would stop me throwing my laptop out of a window as least (maybe)....

I would recommend greenshot for this. It is a free tool and if you select 'Open in image editor' when you do your capture you there are options to allow you to obfuscate data/highlight/add step counters very easily. One of the best tools I have used for grabbing screenshots and using them for forums or how to documentation

Hi, I have noticed that since the last update I randomly get errors such as this one: Doesnt seem to be related to a particular type of request that I can see. I also get a random error about "Unable to complete query" sometimes as well. Anything I can do to remove them? Doesnt seem to impact the ticket at all, just a pain explaining this to users.

@Gerry the error is displayed in the bottom corner of the ticket as soon as I open it: Clicking the message gives me the message box I posted on Friday. As for adding a decision node: No joy I am afraid. BPM now looks like this and still getting the error:

Hi @Gerry It is indeed the human task. Remove it and the error goes with it. No matter what I put between the IT Automation and the task, the error reappears. It also makes no odds as to how the task is configured. If the task is there the error is there also.

Hi @Gerry The error is generated on this BPM: The BPM I created just to test the IT Automation for deploying a package to a machine. The PC is literally just the target hostname. As soon as I open the ticket I get the error message. The package is deployed however. Removing the IT automation node also removes the error, which is why I assumed it was an ITOM issue. Triggering the package deployment from within ITOM causes no errors at all. I cant seem to find the error in any of the logs I have visibility of though.

Hi @Gerry @Graham Thanks for fixing the RunAs creds issue. However within the BPM, even though the install works, I still get this error: Any ideas what this is? Do I need to configure something to wait for the completion of the task or something?

Thanks @James Ainsworth