lee mcdermott

Do custom fields still have a character limit of 255? (asking for a friend) thanks lee

@Steven Boardman ah great thanks. Got that now, will give it a test now thanks lee

@Steven Boardman Hi steve, im just setting this up I have the decision node setup, but as it is looking at the last node outcome which is as below, do I need to specifiy the outcome on this node to look at the specific custom field (h_custom_a in my case) that will have the name in i want to check against? how does the decion (custom expression) know which outcome to check against or does it look at all fields completed on the form for any match? (hope that makes sense)?

@Steven Boardman brilliants thanks steve I will give this a go. There wont be a need to match them from the pro cap form as the field will be a plain txt field where the person completing the form will just manually enter a person name. I just want to then capture that name as it could be anything and generate the email if it is a list list of people. Obviously the key will be the user completing the form and spelling correctly to match I guess. But I could possibly use and email address as the name to match so should hopefully always be spelt correctly. I will give it a go and let you know if I get stuck with the expressions. thanks lee

@Steven Boardman thanks steve, so basically an answer on a form is to provide a users name, then I want the BP to generate an email if any name given on the form matches a pre populated list of names. the list will probably be about 10 - 15 names. if the name doesnt match it continues as normal through the BP. it sounds like from your explanation that this would work i think lee

Hi, Is it possible during the BP for it to check against the text in a custom field from the Pro Cap form against a pre populated list? if it finds a match to then perform another action i.e. send an email? thanks lee

@Victor ok thanks victor im off now so wil lcatch up next week have a good weekend.

@Victor yes my account ahs super user

@Victor ah ive just done it..its a bit confusing becasue when creating the mailbox it has the option for a role (which was laready created so i selected it. which didnt work i tried again without adding the role then saved ok. However now when i go back to roles I get the same issue on the role it wont let me add the new shared mailbox as it says i don not have acces to the mailbox? its all very confusing

Hi I am trying to create a new shared mailbox but keep getting the below error I have created a new role first and assigned myself to it. then gone to create new shared mailbox and when trying to select save get this error. I dont understand why it would say you do not have access to something i haven't created yet? any ideas? lee

Hi, is it possible to generate a new call and assign it to a team in the BP. We don't use tasks (very often) and think it may help us if we could get the BP to log new call as part of it's process. thanks lee

@Martyn Houghton Ah yes thanks Martyn I forgot about all the email templates... and the need to setup their own procap forms and BP's which will need to reference the new mailbox. Where about do you configure the "default mailbox" on their services? I haven't decided whether to create a new service to show\list their logging forms or to try and setup a new service domain in the employee portal. Do you use service domains? I wasn't sure how visible or obvious a different domain will be when users access the employee portal so if they would just end up logging calls on our existing default home page rather than selecting the new departments domain? lee

Hi, We have a new department about to start using Hornbill to manage their own helpdesk. If I want to setup the 2nd shared mailbox for them to use so that all email sent goes from their own email address (rather than our current and main Servicedesk email address) Am I correct in thinking all i need to do is configure the 2nd mailbox (within system- email- shared mailboxes) with the required email address and assign that mailbox role to the required analysts? Do I need to do anything else and I also assume there is no requirement to add an additional outbound mail routing. thanks lee

Hi, I may have asked this before (have a vague recollection of maybe changing a setting for this somewhere?) Is it possible to change the timeout value for the company home portal? I have a complaint from someone saying they spent ages completing a form, didn't quite finish as got side tracked and when they went back they had to start again as the session had timed out? thanks lee

@Steven Boardman Brilliant steve thanks. Exactly what we are after. Sorry I didn't even know that was now a feature. Probably my own fault but I do struggle to keep up with whats new in Hornbill. thanks lee

Hi Not sure if this is the best topic area to request enhancements or changes? Has there ever been any discussion or thoughts on the ability to log a repeat call? Basically if we had a major incident for example where the detail is always the same but just a different customer it would be much easier to select the first call logged then repeat it with the option to just select a different customer rather than fill in all the fields you would normally when logging a call. I know you can link a request but you are still prompted to fill in all fields. Another example which is the prompt to raise this now is we need to log 200 calls for exactly the same thing but just different customers so the ability to log a repeat call would work well here, otherwise someone has to go through and raise 200 call and fill in the same details on every call. Our old software used to allow this so we used to use major incident logging but have stopped due to not being able to quickly log a repeat call. any thoughts on if this is a feature that could be added or if others are interested in this feature? thanks lee

please ignore this as after some testing t does appear to be working.. i think i have been provided with incorrect info from one of the analysts lee

Hi, it appears that our email updates is no longer working (when a user updates a call by email the request owner should get an email to tell them of the update. this doesn't appear to work anymore? Has something changed or anyone aware of any issue around this? thanks lee

@Steven Boardman thanks steve, I didn't even realise that they were set against the services, so explains why it was still using the old BP.

Hi, I have just changed our change process and created a new BP, however after changing the default BP as below for some reason it has picked up the new Pro cap but has continued to use the old BP? I have just spotted that on each Service under change their is a workflow as below which actually has the old BP set. Does this setting take priority over the settings in the application settings showed above? Will it be a case of just changing this to reflect the new BP? thanks lee

@James Ainsworth Yes we could cancel them I guess as the work has been done. Is there a way to do that in bulk? I agree tasks\activities are and would be very useful and I would love to use them more, but as mentioned people just forget to check their activities or the pop out menus on the side to view the activities and as such they don't get actioned. I think stopping the progression\locking a call until the task is complete I think would be more hassle than it's worth as whoever has the call assigned would then end up having to chase up other teams to get them to complete their activity before they could complete a call. It won't really solve the problem. I know it can't be done, but just being able to view a list of activities assigned to a team in their list of calls would solve the issue as that team would then be able to see what activities they have assigned and would action them.

@Victor @James Ainsworth @yelyah.nodrog I've just raised the same question. I would like to be able to close bulk activities assigned to a particular team. The reason for us is something I have raised many times but unfortunately is something that cannot be changed in Hornbill and that is for activities to be visible in a teams assigned calls. What I find is any activity assigned to any team isn't visible, so most people do not know they are there, they have been advised many times in the past to check their activities but unfortunately the message never sinks in. So we find that teams have loads of activities assingned from over 2 years ago becasue they didn't know they were there. When checking most calls the call is closed and has often been action by the team for the work that was originally assigned to them via an activity so I can see the work has been done but the activity is left open. I am trying to move away from the use of Activitie for this reason and only use them in a few specific BP's. thanks lee

@Victor ah yes similar, shall I just continue on that thread instead lee

Is there anyway to close all activities assigned to a team in bulk? We have hundreds asigned to a team that have not been actioned but the call has since been closed? thanks lee

@Steven Boardman thats great thanks for the help. again sorry for the constant questions, apart from the above I think i am sorted now. lee