yelyah.nodrog

Afternoon, Is there a way or a functionality to bulk upload a bunch of service request or Incidents into the HB system instead of maually having to create them. I remember when we first went live, we manually had to upload all of our open calls from our old ITSM tool, manually. Many thanks Hayley

Morning, Is there a way to intergrate hornbill logged tickets into Service now? One of our external suppliers uses service now and we would like to make it so we can raise a ticket through HB into Service now? Many thanks Hayley.

@Victor would be helpful!, sorry was on A/L Hayley

Ta! At least they are still there!

Since this morning all of my email templates have vanished? Is it something to do with the drop down menus? I have looked under all of them and cannot find them... This is a bit of a pain because i am trying to link some and create a new one for a new BPM before i go on AL tomorrow, is anyone else experiancing this issue? Hayley.

I second this, Ours have also gone gray and shrunk, and the explanations/supporting info below the question are bigger and clearer than the question itself? Another problem is that the boxes don't expand with the amount of information typed, so analysts cant see what they have typed if they have typed more than the spacing allows. They have already started moaning about this. I am finding this quite messy, its not easy to view, especially if you have explanations underneath the questions, you cant easily tell where the next question starts? Hayley.

Would be nice if we could have a widget for your current requests outstanding or something.?

Ta Guys, Its home time so jsut having a moment cleary! H

Afternoon, I can see this has been added to the latest service manager update NEW: As an analyst, you can now search the timeline and historic updates of Requests that you can view via the Global Search. This requires you to run a New Re-index of the new HornbillITSMTimeline and HornbillITSMHistoric indexes. See https://wiki.hornbill.com/index.php/Index_Storage for more information. {CH00128259} However when i go to https://wiki.hornbill.com/index.php/Index_Storage There is no information on the page? Is it jsut me or is it not up yet? Hayley.

All services are set up as everyone supports (appart from ones in development) They were fine until about 3-4 hours ago Hayley.

Good Afternoon, We have reports of teams going missing when we try to assign calls, It appears to be 3 teams, ICT Security CST Imaging Business Applications Is anyone else having random bugs in the system today? Hayley.

It now appears to be working after pushing through a fix in Hornbill service manager

I haven touched the admin side of hornbill today and no updates have been pushed but but whenever someone tries to raise a change they get this error when it comes to selecting a service: IS anyone else getting this error? Changes were being raised fine up to around a hour ago? Hayley. (have also raised as incident on support)

Ta Victor, i will take a look at it properly when i get 2 secs Hayley.

if not its fine we will have to arrange a date next week!(earlier the better as it breaks every change if that option is selected.

https://live.hornbill.com/.../servicemanager/request/view/CH00049585/

I have taken this node out of the process and it is till not working, so when we pick the tentative option on the change called "More info required" we get the error: flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome) It has been working untill the last few dayys so i cant tell from this error what it means has gone wrong?

Hey Victor, we have been doing this for a while? Daniel Riley set it up 1 1/2 - 2 Yrs ago and it has been working until the last few days? It works further up in the BPM but doesn't appear to be working further down? Hayley. Unless we are getting our wires crossed?

Hey Victor i am still getting the error message even after the fix, Please can someone tell me how to resolvethis flowcode issue? Hayley.

This is snow working perfectly again thankyou

Ta victor ill take a look, but also how do i find out what the correct flowcode is for a task? to make sure i am using the correct one? Hayley.

I am getting the following error when the outcome for a task 'More information required' is selected. flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome) I am assuming that the node where i am trying to update the request timeline with the custom outcome for the task is the issue here. I have set it as so: I believe the function is incorrect and prehaps the task code is the wrong one, if this is the case how do i find out what he task code is for that node? When i go to variable picker- tasks- i get 2 options 'get additional info' becasue i have 2 task nodes with the more information required button on them It doesnt matter which option i select they both come back with the same error? Jsut with the differnet Task code: flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-8974dc14-ec21-4bda-ec95-309f03ab4592").outcome) Or flowcode ("s1"/"flowcode-07ca230e-2786-499e-f987-a499190ca29a") execute: at 1/125: "Uncaught TypeError: Cannot read property 'outcome' of null" ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-57c5d569-4a57-4801-25eb-59fd5a90f381").outcome))" ---------------------------------------- ((function(s){ return true || s !== undefined? s: "" })(functions.getTaskParams("task-57c5d569-4a57-4801-25eb-59fd5a90f381").outcome)) Hayley

Since the update last night, i can no longer open the outcomse settings buttons. I have tried under admin and on my logon, aswell as on chrome, ie, edge and mozilla. Nothing happens, i dont get any eror messages it just doesnt load up. Hayley.

We are having issues where users are deciding to put themselves 'on holiday' or another code, to stop themselves being assigned calls via the round robin feature. Is there a way we can take this ability away so only admin or managers can do it? Also is there a way to stop users from being able to reassign a call? As some people are just reassiging because they dont want to do the work. (even if there is a way to build in a node for a activity can go to a manger to approve reassigning) Hayley