lee mcdermott

@James Ainsworth Hi James, most if not all analysts have the Incident management full access to enable them to reopen closed calls. Would it be this role that allows them to still see all calls? Also I have just realised that by adding a team to the supported team of a particular service has removed the ability of anyone on that team being able to assign calls to any other team? Is there a particular role or set of roles that allows an analyst to only see calls in their own queue but still able to assign calls elsewhere and re pen a call if need be? Or would i need to try and create a custom role?

Hi, We have a specific team in Hornbill that we do not want any other teams to be able to see or access the calls in that queue. So are trying to restrict the access. Currently everyone can see all services and calls. The team in question has its own Service defined as well. Under the service we have added the relevant Supporting Team To try to stop other teams(analysts) being able to view the calls in that team queue. This has worked if someone selects to view "All My Services" they can no longer see those calls assigned to that particular team. however if you create a custom view or just do an advanced search and enter the team name you can still see all those calls What is the best way to restrict access to this team and similarly to prevent that team being able to see all the other teams and calls outside of their own queue? thanks lee

@Steve Giller ah ok thanks Steve hadnt noticed that tickbox for quick complete thanks lee

Hi when a Activity is generated as part of the BP and the activity is selected on the call is there anyway to change the text or remove the initial display that says complete? see below you have to select complete to then display the actual options configured on the activity it is an extra click and also maybe a little confusing as some may think just clicking complete is going to complete the whole activity rather than then giving them other options. thanks lee

Hi, Sometimes if a call is assigned to another team but not yet assigned to a analyst and the customer calls the service desk. Is there anyway to send an email notification to the team to tell them it is urgent or being chased. I thought an auto task would work well to generate a email to the owner of a call. But this obviously wont work if the call isnt assigned to anyone. For each of our different teams they have team distribution email address so we could email the group. However I am not sure how instigate a process that could determine the team the call is assigned to and then send a notification to a team email address based on each different teams email address? Any ideas if this could be done and how? thanks lee

@Steve Giller Hi steve, ideally want to know the total time from the point the call was logged to the point the call was closed. I find that for example if a call was logged and sat for 3 weeks with no action on it, it would fail the response time of course, but once the resolve timer starts, if the call is then closed within 5 minutes for example then when looking at a report for that it will show failed response but we achieved the resolve. Which technically we did, but overall it would be a poor failure as our SLA may be 5 days total but the call may have taken 3 weeks but it is not obvious how long the whole call has taken. It would be beneficial to target the reasons for such a long response when looking at improvements etc, or targeting calls where the resolve timer was exceeded. But I think for us at the moment it would be more useful to see the bigger picture i.e. how long calls are taking as a whole and understanding what percentage of calls are failing our SLA's (from logging to closure rather than just response and resolve).

Hi, is there an easy way to calculate the total time a call has taken when creating a report? There is the time to respond and the time to resolve. But to get a full picture I find I have to export the report in excel then add the 2 fields together to get total time then do a calculation on it to convert to hours. then work out if that is within or outside of our SLA hours. I was hoping there may be an easier way? Maybe using Advanced analytics if it cannot be done via reports? thanks lee

@Jim @Steve Giller thanks, yeah i had thought that and that would work, but was hoping for something a little more seamless from the users perspective. not to worry was worth checking anyway. thanks lee

Hi, Is it possible to create a catalog item where all that is present on the form is some information and a finish button (which is possible I know), But what I need is for the customer to click finish and it sends them to a different linked URL? I can create an information section on the page with a link to the required URL but this means the customer then won't select the finish button. We have a process where the customer needs to complete a O365 form to automate the creation of a O365 service i.e. create a new sharepoint site, or create a new shared mailbox etc. But we want the customer to begin the process in Hornbill so ideally need to log and close a call automatically in Hornbill but at the same time direct them via selecting a link to the form in O365 to complete. Hope that makes sense and is this possible or is there a better way to do it? thanks lee

@Steve Giller thanks steve - i checked that but did not realise that the authentication section was actually referencing a security keysafe that in turn is configured with the server details. i've change the key safe and that has now started working. thanks for your help. lee

Hi, Does anyone know where the ldap server name information would be configured? Our LDAP import utility has stopped working because one of our domain controllers has been decommissioned. The error log shows it is trying to connect to the now decommissioned server. However I cannot find where the actual server name is configured. The data import profiles don't actually specify a server name anywhere, so I was wondering if there was another section in Hornbill that would be configured with the server name of a domain controller? or is this going to be a local issue on the server when running the utility? The utility seems to want to try and connect to the old Dc server name? Ive tried flushing dns, checked the server running the utility can see and contact the new DC server which it can. So not sure if its a Hornbill config issue somewhere or a local server issue? any ideas thanks lee

@Steve Giller what does that actually mean? so the Board belongs to Board manager so i need to say the application is Board manager is right?

Hi i am really struggling to get this to work so hoping someone can point me in the right direct. I have a board created in Board manager and in a new BPM I want to add that to a lane on the board but I just keep getting an error. I have tried following the Wiki but still no joy. I have it configured as below. error as below Xmlmc method invocation failed for BPM invocation node 's1/flowcode-2d7edbd0': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>getBoardInformation</operation> <error>FlowCode Exception (com.hornbill.boardmanager/entities/Board/fc_bpm/getBoardInformation): Input parameter validation error: The element &lt;board&gt; was not expected at location &apos;/methodCall/params/board&apos;</error> </state> <flowCodeDebugState> <executionId>db1b5267-5fbf-492f-a772-c91d3139d746</executionId> </flowCodeDebugState> </methodCallResult> Ive tried it without the get board information but that doesnt work either? any help would be great. lee

@Jim @Steve Giller I gave up in the end and just removed the option in the BPM to remove from the board. Unfortunately I will just have to go and manually remove closed calls from the relevant board. I just couldn't get it to work. I am trying to set up a new BPM that adds a call to a board and I cannot get that to work either. But I will log a new forum post for that in the hope I can get this one sorted. thanks lee

i have this set now and still get an error when closing the call Does this look correct or am i missing something? followed by

@Jim thanks jim, so I need to have get card info as per your screen shot followed by the one I have as above but change the card ID to variable and pick it as it is now available as below - is this correct?

also this error seems to generate for new calls that are not even on a board? also even stranger is it at the minute seems to be affecting just some calls and not all calls even some logged and closed today but only for a particular service the call relates to? I do not understand where or why it would be doing this? any ideas?

Hi, I have a automated task in the BPM to remove the call from board when the call is closed. It is currently configured as below should the Result reference be filled in with something? Or would this config remove the call from any board? I want it to remove the call from the breached SLA board if it is on there, obviously not all calls will be on this board. The original config was showing as config depreciated and needs updating - so I hit the update and saved it. Now it doesnt work and generates the error below. but this generates the below error thanks lee

Hi, Whenever I assign a call to a person in the team and the call is on a Board I get the following error. Is this referring to trying to remove the current owner of the call or is it related to issues with the person I am assigning the call to? I have checked the persons role assignment and they have both the Board User and Board BPM role. the board itself has been shared and allows the person Group access, but still seems to get this message when tying to re-assign a call. How do I fix this? The board in question is one setup to add incidents to for SLA breaches. *as I side note; i cannot for the life of me work out how our incidents that are about to breach SLA or have Breached SLA get added to the board? I have checked the BPM but nothing on there? I cannot remember how I set this up to work? If incidents are added to a board automatically where would it be configured to do that? thanks lee

@Frank Reay ah right I see yes I see that now thanks.

@Steve Giller @Frank Reay Hi steve I cannot find how to do this? - if you have the correct Roles, open Translation Mode from the User Menu (click on your Icon top right and select Start Translation Mode) is this from within the admin section first?

@James Ainsworth i think changing the action focus may well be good enough for our needs actually so will give that a try. lee

@James Ainsworth @Martyn Houghton thanks for the info, i will check these settings out. I didn't think there would be a way to add it to the main page considering there is a button icon for assets thanks lee

@Frank Reay thanks frank

Hi Is there the ability in Hornbill to change\amend or add new fields for assets, so that we can add extra details, or replace info are names of fields? thanks lee