[Adding connections?]

@Steven Boardman

 

thats it steve brilliant... I'm busy doing this on a test service that only I have access too (never even thought about that to be honest), just added the majorincident user to that service and it now works.

 

all sorted, now to try and add the last peice of the puzzle and see if I can incorporate into the auto task an update on a Teams channel. I'm sure i saw a thread talking about updating a teams channel so will have a look.

[Adding connections?]

@Berto2002

thanks Berto, the customer I want to change too is always going to be the same and known so isnt captured on the PCF, I am hoping the above works (should work) but isnt at the moment. Not sure if I'm missing something on here?

 

 

[Adding connections?]

@Steven Boardman

 

thanks steve, almost there, I have my custom button and my auto task now runs and works adds the connection. It says completed but it wont change the customer which is the last node of the task.

It is always going to be the same user I change to (for major incidents) so have done the change customer with manual option, but it wont do it.

This is the node below. Does this look correct?

 

[Adding connections?]

@Steven Boardman

 

ah thats it... sorry didnt know that was a thing to change?

[Adding connections?]

@Steven Boardman

 

can I just check, Ive created an auto task (also just watched your video on auto tasks) I am trying now to add a custom buttom but when creating it it says there are no auto tasks configured for this button?

 

Do i need to associate the auto task ive already created with something somewhere?

 

Also i have an incident logged against a particular service and have opened the incident to get the cog to create a custom buttom - is that correct?

also will that custom button (once created) be available all the time for all services (assuming it meets any show button If statements)? i.e. can I create it once and its available? or do you have to go through a incident for every service we have and create the same button again?

 

thanks lee

[Adding connections?]

@Steven Boardman

 

yes i know who the new customer is going to be so can add the name, i just wasnt to sure how to add the original customer as a connection.

 

I guess i was thinking i wouldnt be able to add the original customer as a connection initially as they are the actual customer, so i would need to change the customer to the new customer first. then wasnt sure how I would then add the original customer as a connection.

 

but from your description sounds like i should be able to do that and as original customer as a connection, then i can change the customer to the new one.

 

thanks steve I will give it a go.

 

[Adding connections?]

@Steven Boardman

 

thanks for that steve, thought it would be something simple.

 

how do i do the automation in an autotask to change the customer but then add the original customer as as connection ?

[Adding connections?]

Hi,

 

How do you enable or add connections to a request?

 

i do not have the little connections icon on the tool bar? I have been into services and connections section and selected impacted for incidents and service requests. Not sure if i need allow collaborations so have selected that also.

But I still do not get the add connections button? Am I missing something obvious?

 

Also how do you add a connection automatically in a Business process (auto task)? I would like to change the customer to a different customer and then add the original customer as a connection on the call?

 

How would this be done?

 

thanks

 

lee

[How to see request connections?]

+1

[The "me too" feature on problem]

+1

 

[Dealing with major incidents]

@Sam P

 

thanks for the response Sam, thats great.

Do you do any automatic update as part of your Business process to updates your teams channel or is that a manual (separate from hornbill process)?

is your Send an email to external dist list of Service Managers done via Hornbill or again separately?

 

thanks

lee

[Dealing with major incidents]

Hi,

 

Not sure if I have asked this before, but I am just curious how people deal with major incdents\major outages etc from a point of view of logging an incident, setting a priority, having 1 master call maybe as your main major incident call then linking all other calls logged against that one master one?

Do you then raise a problem off the back of that incident once systems are backup?

How do you then ensure all relevant staff\teams are made aware of that major incident?

 

We are looking to improve our processes and just wondered how people dealt with these issues within Hornbill and generally from the comms side?

 

thanks

 

lee

[Auto add a bulletin?]

Hi

Would it be possible to automatically add a bulletin or update a widget n the company home page?

 

We have a system where we fill in a web page that gets published to our intranet for things like major incidents, I wondered if it is possible to take that page output and get it to automatically (somehow) to populate a Bulletin for a configured service or Update one of the widgets on the company home page?

 

thanks

 

lee

[How to hide empty fields in email templates]

@Steven Boardman

 

thats the one perfect

 

thanks steve

[How to hide empty fields in email templates]

Hi,

 

I am sure this is possible as may have seen or heard of this before.

When you generate an automatic email in a business process and that email is populated with custom fields i.e. {{.H_custom_a}}

Sometimes those fields aren't always populated or needed on the procap form, 

How do you hide {{.H_custom_a}} on the email that is sent if it wasn't used?  It looks messy and not good for a recipient to see fields with no information and random {{.H_custom_a}} entries that mean nothing to them.

 

thanks

lee

[Permissions to access Service Portfolio]

@Jeremy

 

thanks Jeremy

[Auto update Bulletins via email or API?]

Hi 

 

Is there any other way to update or add Bulletins or do you have to log into service manager and go to Service Portfolio select the service and Add a Bulletin?

 

thanks

lee

[Permissions to access Service Portfolio]

Hi 

What role(s) do i need to give someone to allow them to access and be able to update the service portfolio area? In particular adding Bulletins and FAQ's

 

thanks

lee

[Users with read only access]

@Victor

 

thanks victor. it was created as a new role.

so i may start again and do a copy of an existing role and see how that goes.

 

thanks

lee

[Users with read only access]

Hi,

 

Is it possible to give some one read only access to hornbill, so they can view incidents, service requests and change requests?

Would you need to create a new role and assign that role to them?

Ive created a role with the below permissions but wondered if I need to also assign any database rights or system rights or is the below sufficient?

There is a View column in Database rights so wondered if I need to select view for any options in here?

 

thanks

lee

[Mailbox templates in email view]

Hi,

 

is there any way to get a template to be added by default to an email when composing an email in hornbill?

 

I can see that you can create and manage templates, but it appears you have to select your template every time you want to send one? Can it be defaulted to add one as soon as you select compose?

 

[default progressive capture site to all sites?]

Hi

 

is it possible to set the All sites as the default when logging a call.

See image below it always defaults to customer site which we dont have setup so always have to select All sites before we can select a site.

 

thanks

 

lee

[Customer Success portal site unavailable]

yes me too.

 

sorry just seen thispost and have just raised a new post for the same thing.

[Access to raise support calls]

i know this is the wrong area to raise this but wasn't sure where else it would fit.

But is anyone aware of any issues accessing the success\support website https://success.hornbill.com/hornbill/. 

 

I was wanting to log a service request but the site is not accessible.

 

thanks

 

lee

[custom field character limit]

ok thanks