[On Hold no longer shows as greyed out?]

@David Hall

 

thanks David.

 

Yeah we can filter or add the status column to view it. 

It was raised by a few staff this morning as I think they usually glance down the list and can quickly see the greyed out ones on hold that's all.

 

I will let them know it is being looked at.

 

thanks

lee

[On Hold no longer shows as greyed out?]

Hi,

 

I think possibly after update last night requests on Hold no longer show as Greyed out.

This was a very handy feature to quickly and visually see what was on hold.

 

Does anyone know if this is by design now or is it a bug?

 

thanks

lee

[Intelligent capture Asset node missing certain classes from drop down.]

@ArmandoDM

 

ah good stuff thanks.

[Intelligent capture Asset node missing certain classes from drop down.]

@Adrian Simpkins

 

Ah thanks Adrian that's useful to know. 

So sounds more than likely a config\update change Hornbill will need to make.

rather than me doing something wrong.

 

thanks

lee

[Intelligent capture Asset node missing certain classes from drop down.]

Hi,

I am wondering if anyone can confirm the following, I am not sure if this may be a bug in the system or I am missing something?

I have added a Asset Node in my Intelligent capture and the only Asset Class options are as below.

 

However I can see there are all these other classes now and I want to filter the Asset class so only System Class will be visible when a user logs a call.

 

When logging a call when I leave the Asset Class blank I can see 9 different Classes as shown below. Any missing dont have assets associated with them. However the System class does as it shows up here. 

 

Why do a number of these asset classes not show in the drop down list in the Asset node when configuring the Intelligent capture form?

I want to be able to only make the "System" class available for users to search and add assets from not the whole Asset DB.

 

Any ideas if this is a bug or i am doing something wrong?

 

thanks

lee

[Manual Asset Import]

Hi,

We have setup and have running the database asset Import utility which is working fine.

However we need to update\change all the asset host names from a csv file after they are created in Hornbill.

As such we have a Created an create asset schedule and a separate Update asset schedule (the update asset schedule does not update the asset name)

In between creating an asset and it being updated we also need to run the csv file to change the asset name.

How can this be done does anyone know?

Do I need to use the same asset import utility with a Json file to somehow read the current name from the csv file and update it with the new name from the same csv file?

 

Anyone done this before?

 

thanks

lee

[How to use webhooks?]

@Gareth Cantrell

 

ah thats great many thanks for that.

 

lee

[How to identify VIP users]

@Steve Giller

 

dont worry steve Ive don it found the attribute and updated the translation to rename to VIP

[How to identify VIP users]

[How to identify VIP users]

@Sam P @Steve Giller

 

thanks for that i will look at this.

 

@Steve Giller when you say custom field it would be the attributes as below?

Can you rename the attribute or use a translation ? if so where would that be?

[Email template ref not populating]

@Steve Giller

 

thanks steve will give this a go. 

[How to identify VIP users]

Hi,

 

just wondering how people have identified users who are classed as "VIP"?

 

I noticed on the Hornbill wiki an entry about creating notices for example if the call is logged for a VIP. But just wondering how that identification is done in the first place?

Would it be done using a custom attribute filed on the users account? or is there a different way to do it?

 

thanks

lee

[How to use webhooks?]

Hi,

I am trying to configure a webhook. But cannot find any info on how to actually use one that has been set up under webhooks?

I assume it is via a cloud automation node?

I am trying to update a team channel with some info when we run an autotask for a Major Incident. I have created a web hook with the target URL set as that of the webhook configured at the teams channel end.

How do I then trigger the webhook to send any information I want to populate the team channel?

thanks

lee

[Email template ref not populating]

Hi

 

i have an email template with a link on it configured as below. * the email address is populated just for info taken out for this forumn.

When the link is selected in order to create an email to reply the call reference is not being populated.

 

Is the configuration below correct or am i missing something?

 

 

thanks

 

lee

[Automate email to customers manager]

@Steven Boardman

 

thanks steve that has worked a treat.

[Automate email to customers manager]

@Steven Boardman

 

Hi steve many thanks for that.

 

I think my thinking and logic was correct then with the decision option but I had no idea how to check if the field was populated.

 

i will give this a go

 

thanks

 

lee

[Automate email to customers manager]

Hi,

Does anyone know how I can configure a decision in the BP (workflow) to email a customers manager if the manager field is populated but if it is not populated send an email based on a field that is populated on the capture form?

Basically not all users in the system (syncs with our AD) has the manager field populated. So if it is populated that is fine i can configure the Hornbill automation node to send an email to the manager. But  if it turns out the customers manager is not populated in hornbill it isnt going to send any email so I thought a decision node might work but no idea how to configure it or if this in fact would work?

I want it to send to manager but if the field is blank it will email based on a field populated on the form instead.

 

thanks

lee

[Emails not being sent from Horbill]

@Steve Giller

 

thanks steve, not my area either... i will pass back to them to look at 

[Emails not being sent from Horbill]

@James Ainsworth @Steve Giller

 

Hi Both, I have managed to get to the bottom of the issue which was due to a change too the SPF record on our side.

 

However I have been asked to ask the following question by our email team.

 

We can only have 10 separate SPF records hosted in our system (dns) as we have multiple requirements for multiple systems including the likes of Google and Microsoft etc we have exceed the 10 limit. In order to try to reduce this to 10 or below, they removed the v=spf1 include:_spf.hornbill.com ~all record that included the various Hornbill IP addresses

 

They tried to incorporate this record in another SPF record (for our domain name) by adding the required Ip addresses only, this however didnt work and is what had stopped the emails from sending.

 

Their question is, is it possible to somehow include a SPF record for hornbill using only the IP addresses that they do not need to have a separate record just for Hornbill (which is taking 1 of the 10 available entries they can have)?

 

I hope that actually makes sense?

we used to use the "Smart Host" option when we used google for email, but I dont think we could ever get this working with Microsoft O365 when we changed to Microsoft so had setup using the DNS routing.

thanks

 

lee

[Emails not being sent from Horbill]

@Steve Giller

 

hi steve,

 

we have a red indicator

 

which log file am i checking  - is it the EmailDirect Outboundmailrouter or is it the ESpmailoutpumailrouter log

 

I cannot find anything that references delivered so not sure im checking the correct log?

[Emails not being sent from Horbill]

Hi 

 

we have a current issue where emails are showing as sent from hornbill in the mailbox, but nothing is actually arriving.

Can I ask which log file is best to check to try to determine if it is a Hornbill issue or potentially an issue with O365?

 

Anyone else having problems?

 

We can receive email ok

 

thanks

lee

[Is it possible to auto populate a widget on the Employee portal?]

Hi,

 

is it possible to auto populate a widget on the Employee portal from a auto task when it is ran?

 

We use auto tasks when we raise a major incident, and would like to populate a widget field with the relevant info taken from a call logged as the major incident call.

 

thanks

lee

[Email notifications are blank when logging a Change request through the customer portal?]

Hi, 

Usually all Change requests are logged by IT staff from within Hornbill, and all notifications work and populate as expected.

I have recently added a catalogue item to allow certain end users to log a change via the customer portal. This catalogue item uses the same Intelligent capture form and Business process.

They can complete the form and it logs it ok as expected but any email notifications that are sent all the custom fields are now blank on the email.

 

I suspect it may be something to do with permissions some how as the user is a basic user and not an full user?

 

Any ideas why this would be the case.

 

As mentioned this is for change control so within the service portfolio I have created this Catalogue item under the Change field area.

 

Any help would be appreciated.

 

thanks

lee

[Survey - How do you manage Service Manager?]

@davidrb84

 

Hi David,

 

much the same as the 2 above, pretty much everything done and supported by myself. For us after initial setup I have added new services and forms gradually over time, but as I have to fit this in with my normal day job so to speak I have never had the time to really develop our instance further and certainly over the years as new features are added I have not been able to keep abreast of what these new features are and therefore not really been able to take advantage of them.

I think there is now realisation from our organisation that to get the best out of the system we really need to invest the time and resource in doing it to try to achieve what we want. 

 

Whether that will happen is another matter.

 

thank

lee

 

In order 

[Framework Issue]

same for us