lee mcdermott

Just checking to see if there is anyway the users asset(s) can be displayed on the main request page? maybe where the Information section, activities and members sections show on the right of the page, could asset info be added anyway here? i know there is a Icon on main page to select specifically for Assets, but just wondered if there was a way to display a users asset with out having to click another button thanks lee

ah ive sorted it although i had changed the log level and saved it, i hadnt actually switched enable debug on as that was on another screen. doh lee

@Martyn Houghton @Paul Alexander thanks... i was about to just update this as well as i spotted that after I posted and have changed it to debug saved and then tried to run the cmd again from my server (on my internal network) but it still seems to be running as before with log level 2? do i need to wait or do something else? as the logs I am checking are the log folder and files the ladap import tool creates on my local server? are these logs created and accessible somewhere within hornbill?

Hi, When I run the ldap import utility it seems to be using log level 2. Which just gives a summary of accounts it will create. Does anyone know what switched I need to use to change the logging level to get more details? I am using the following LDAP_User_Import.exe -config=ldap-import-staff-ou -dryrun=true -instanceid=XXXXXXXXX -apikey=XXXXXXX In the Data Import Configuration section in Hornbill Admin I cannot see any options for logging level thanks lee

same here

@Victor thanks for that victor going to give this a try latter this afternoon hopefully, yeah it was the bit around what account to use I was struggling with, as I was logged into my o365 account it only prompted for my account and my authorisation. So would it make sense to try and use the email account that is actually being used for our inbound email as that will definitley have the necessary permissions? The only issue i see how ever we do it, if I am logged out of my o365 account I will need to know the password for what ever account we want to use? is that right? for the domain part it was based on this in the guide - so as it was talking about email domains etc I wasn't sure if there was something needed here? As as I say as I was reading various pages with links to other pages I was getting confused as to exactly what i needed to change, so maybe this bit isn't needed as it is already setup for us using o365. Configuring Mail Service Components Once an Office365 email account is integrated to Hornbill, the email account can be used to send email out or receive email from other entities, that can be processed by Hornbill. To make this configuration, The first requirement is to create an Email Domains. The critical information is the Domain Name. This entry should be the same Office365 domain that Microsoft has assigned, (ie testdomain.onmicrosoft.com). The rest of the options can be set as indicated by the wiki-page Email Domains. If one desires to utilise Use SMTP SmartHost as the Outbound Routing Mode, please see the section #Outbound Mail Services via Smart Host for proper configuration of options. Once the route has been created, the next step to be created is the Shared Mailboxes. Then link an outbound mail route. A key point to remember when defining the link email address, use the email address linked to the Office365 account as the default address. After defining the linked address, proceed to create the desired #Inbound Mail Services to allow Hornbill to retrieve emails from the Office365 account.

@Victor we are using O365 can you clarify exactly what is required step by step which may make it easier and quicker than following various links to different guides and trying to work out exactly what I need to do. My understanding is as follows 1. create a keysafe and then click connect. As below do I just use my own O365 account to accept permissions? Will this cause an issue at some point down the line? Or do I need to get a System admin for O365 account to do this permissions step or do I use the email account configured on the shared mailbox? I see there a few links on the wiki to various options for O365 and the accounts required. I was just unsure (couldn't remember how this was done when we first setup O365) 2. Go into Shared Mailboxes area and change the Authentication Method to use OAUTH rather than classic? It then appears I need to provide a username and password of the account used to grant permissions from earlier, so will that mean if I use mine and I change my password would this then stop working unless I update the password again here? 3. Change our 2nd mailbox (also using O365) from classic to OAUTH - I assume using the same credentials as above? 4. The email domain is already setup and working and doesn't mention authentication methods so I am assuming this doesn't need changed? Would that be all that is required? Do our O365 admin team need to do anything in Azure for this? thanks lee

Hi I am trying to setup and test the timeline update setting as below. We want an email to be sent to the customer when a customer timeline update is added. I have updated the option in the service as below but whenever an update is applied it doesn't seem to send an email to the customer? Any ideas if something else needs configured? thanks lee guest.app.requests.notification.emailTemplate.customerTimelineUpdate The email template used to email a Request's customer on Timeline updates with "Customer" visibility. This notification can be enabled via Update action in "Request Config" tab of a Service.

@Martyn Houghton cheers martin. I thought it wasn't going to be possible. We have a autotask that we trigger for major incidents which raises the priority to high. It just means for none Major incident calls that may get raised to high the follow up Major incident auto tasks become visible which aren't necessasry for those calls but means some staff will not realise and then trigger those auto tasks. not to worry hopefully something in the future development may enable it as you say. thanks lee

Hi, Is there any way to create a new priority but for it to not show up for analysts or be available in the options when selecting a priority? I want to create a "critical" priority and only use it in an Auto task. Currently the Auto task is based on High priority, so if someone raises the priority of any call to high then the Auto task buttons become available which I don't want to happen. thanks lee

@Steve Giller Hi Steve, I am now trying to test this auto close linked calls - I cannot seem to get it to do anything? am i missing something fundamental that needs configured to get this to work? I have one node as below. I have 2 calls linked (logged against the same service) when I run my auto task it says it runs but actually doesn't seem to do anything to the linked call? Any ideas?

@Steve Giller actually when i think about it it may work. Our current process for dealing with Major incidents is there is a Auto task button available for all incidents. When we have a major incident we raise a master call logged against a major incident user. Once logged we then trigger the auto task to raise that call as the major incident - it then goes off and does its thing. There will then be a De-escalate button that will only show on that major incident call because the priority will have changed to high. I am thinking if I include the close linked calls on the de-escalate auto task it will then close all linked calls when that major incident call is de-escalated (which should only be done) when the issue is sorted and it will only be ran against that 1 major incident call.

@Steve Giller Yeah i though i could control the visibilty of the button to a select few so only a few of us could trigger that auto closure. maybe?

@Steve Giller It sounds like this could get a bit complicated. As an alternative method do you think using an auto task workflow would work? So If I have a auto task that ran and closed all linked calls i could just trigger that from the Major Incident call? lee

@Steve Giller Hi steve just looking at this now. I have found the automated node settings to close linked calls. Can you clarify the following. If I link a call say IN000002 to a call IN000001 are either of them treated as the master call so to speak? I am thinking if all the calls are using the same BP, if I add a node to close linked calls will it matter which call i close first? or will closing any call that is linked to any other just close them all? Ideally what I would like is to have a master call (which will be our major incident call) which will then have loads of calls linked to it. I just want those linked calls to close only when I close the major incident call, I wouldn't want one of those linked calls to be closed which then closes all the others including the major incident call. hope that makes sense? thanks lee

@Steve Giller hi steve, Ah yes i think I may have it. It is an auto task so I hadn't added a node for get request details before the cloud node. I think i have managed to do that now, so hopefully that should work. Wont be able to test it until we have our next major incident thanks for your help.

Hi, I have a cloud node that updates a teams channel - I can update the teams channel with the call ref information using &[global["inputParams"]["requestId"]] but I would like to also include the name of the person who raised the initial call. is this possible? would i use the same &[global["inputParams"]["requestId"]] but replace "requstid" - if so what do i need for the raised by option? The only options available seem to be thanks lee

@Paul Alexander No that's great thanks. i will give that a go. It's been so long since I did any BP configuration I am totally rusty and forgot how to do a lot of it.. thanks again lee

@Victor @Paul thanks for that - i had thought that initially but couldn't find where or how to do that. So my next question is how do you do that from the Business process \human activity?

Hi, is it possible to use the outcomes from a Human task to make a decision on the next stage of a Business Process? So following the red arrow for No Fix or workaround - when the call progresses to the final STAGE "Problem Resolution", I need 2 paths one for when this option was selected and one for the other 2 that could have been selected. So i thought I would need to create a decision again similar to below but just want to use the results of the fix or workaround available activity from the previous stage. But I am not sure how to call or get that information to make the decision again? Any ideas?

@Steve Giller Hi Steve sorry to direct straight to you, Ive not had any response on this so wondering if you know if this is possible? thanks lee

@Steve Giller ah right thanks.. i will give it a go and see if I can work it out cheers lee

@Steve Giller or actually would it be after the wait for assessment result maybe? but the same principal that the lane selection is based on selecting the outcome of the assessment

@Steve Giller thanks steve.. so is the below correct do you think? Will the assign to board come straight after the impact assessment? and for the assign to board ive just selected the lane as the outcome from the impact assessment?

Hi, How would you assign a Problem to a particular lane on a board based on the results of an impact statement? So the results would be Low, Medium, High, Critical and there is a corresponding lane on a board. I would like the Problem to be automatically assigned to the correct lane based on those results. Any ideas if this can be done?? thanks lee