HHH

+1 this would be helpful for us as well

Hello Developers The ability to create activity templates is great. What would make it even more great would be to be able to set access permissions on them so they could be used by supporters of a certain service (or members of a certain team)

+1 although I think this has been raised before

+1 for this. It would ease several things specially now with the override flags

In an organisation one or more contacts can be flagged as primary contact. Is there a BPM node to email organisation primary contact(s) that can be added for example on excalation of a request?

We've noticed that long emails from customers are truncated in the timeline. This in itself is not a major problem since you can view the original email. But the visual cue when this happens is just three little dots at the end of the timeline entry. This is easily missed by the analyst so it would be better to either allow the whole email text in the timeline or add a more noticable cue that the text has been truncated.

+1, just got contacted by our analysts that raised 2 requests from same ticket.

@Daniel Dekel The button is there but when trying to drag widgets in place there is a no permission icon. And when reset to defaults everything was removed

One of our analysts reset the home page to default and all widgets disappeared. Now he cannot add them back again. Which role is necessary to be able to add widgets on the home page. Or is this a bug?

Never mind, found it in Utilities/Experimental/HTTP Request Of course just e minute after posting initial question

Thanks, @Steven Boardman That solved my problem. This will make my life a lot easier

Is there a way to make a REST (POST or GET) call through a BPM node?

+1, some way of displaying this would be very helpful

Is it possible to insert a stage from a template between two stages in the BPM designer? Example: I currently have Stages A->B->C and a template D Is it possible to insert D between A and B so you get A->D->B->C Currently any stages I add from templates appear last in the flow so I would need to make templates from B and C, then remove them, add D, and then add B and C from templates again. It takes some work so I just want to know if there is a shortcut.

@HGrigsby We use the iBridge integration tool to create Jira tickets for our developers when needed and then routing rules to get the informtion we want from the emails sent from Jira to update our Hornbill tickets with relevant information. The only issue so far has been one Jira project that had a mandatory field that was of Array type which iBridge can't handle but until that's fixed we made that field non mandatory.

+1

Hi Being able to share an asset with an external customer organisation is a great idea but is it possible to automatically attach the/all asset(s) shared with an organisation to requests reaised by that organisation? If not is there an easy way to see what assets are shared with a specific customer (not by going through all assets)

Is there a way to attach a shared asset to a request through a BPM node if the ticket is raised by an external contact with whose organisation the asset is shared?

Hi I'm setting up Jira integration and am failing with the error: iBridge Method: /Atlassian/Jira Cloud/Create Issue.m Error: Jira Error: Type of request: data was not an array. The field wants the value "Customer Support" from Hornbill but accepts multiple entries, thus the array. I've tested Customer Support, "Customer Support", 'Customer Support' and all 3 in square brackets ["Customer Support"] etc. as well as the numeric value of "Customer Support" in the various forms Can anyone shed some light into this please?

If you query the database through SQL try the following: SELECT h_fk_servicename, h_requesttype, COUNT(*) AS 'Logged', SUM(CASE WHEN h_dateresolved is not null THEN 1 ELSE 0 END) AS 'Resolved', SUM(CASE WHEN h_dateresolved is null THEN 1 ELSE 0 END) AS 'Outstanding' FROM h_itsm_requests WHERE h_datelogged between '{STARTDATE HERE}' AND '{ENDDATE HERE}' AND h_status <> ' status.cancelled' GROUP BY h_fk_servicename, h_requesttype order by h_fk_servicename, h_requesttype

In the BPM automated task RequestMembers/Members/add Request Member you can manually add someone specific as a member to the request. Is it possible to set this up as a variable so for example the owner and/or owners manager is automatically added to the ticket? Reason for adding owner would be to be able to keep tabs on request when passing to another team

@Victor Question 1: I'm testing to create this setup now but how do I check if an update is through email? Question 2: Would I need the current 7 day grace period (wait for status change) or does status changes automatically result in request updates?

You managed to get a space between SUM and the initial bracket. Changing "SUM (" to "SUM(" should do it

In the progressive capture node "Request Details" (and I think all other forms as well), if you fail to enter data in a mandatory field an error message "Please provide a value for the above field" appears. I need to find where to translate this but am unable to. I have gone through all translation pages in all modules we subscribe to and my head is starting to spin. Can anyone provide page and string to use please? (or is it missing alltogether)

Thanks @James Ainsworth It doesn't ssem to work in our instance. In https://admin.hornbill.com/axiell/settings/application/com.hornbill.servicemanager the webapp.view.ITSM.requestTimeline.orderBy is set to mostRecentlyCommented but timeline sorts by most recently posted unless analyst manually changes this in each ticket. Can this be fixed by a BPM-node until a more permanent fix is in place?