Lightsource
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Enhancement Requests
Posts posted by Lightsource
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[ERROR] Unable to Create User: x.xxxxxx@domain.com Error: The minimum length of the value in element <firstName> was expected to be 2 but was actually 1 at location '/methodCall/params/firstName'
Is there somewhere where we can change the minimum length of firstname to allow 1 character instead of it being 2 minimum?
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Is there a way to add additional headings in the All My Requests view?
In particular we want to add Priority as a heading.
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3 minutes ago, Alberto M said:
Try this one, importing it into a new report.
extract---service-catalogue-example.report.txt 7.79 kB · 0 downloads
Thank you Alberto, that worked perfectly!
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1
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1 hour ago, Alberto M said:
Hi.
We have that done with a report. Give it a try.
How have you done this? do you have an example?
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Hi there,
is there an easy way to export a csv of all the services and catalog items and descriptions we have from our service portfolio?
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15 hours ago, James Ainsworth said:
I'm pleased to let you know that as part of the Service Manager update 1944 and newer, there is now an option to edit answers within the Question Section of a request. This is limited to single and multi-line text fields in order to limit the impact on BPM workflows which may be affected by changing other fields. The same user role (Service Manager Delete Questions) has this right to edit included in the role. We have also added this right to the Service Desk Admin role.
I hope this helps.
Regards,
James
thank you, this is very helpful, will there be an option to edit questions where there the answer is from a drop down/multiple choice question and be able to show the other options that were originally available to pick from?
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thats setup and the test connection works now, but mimecast is still bouncing the email when we send anything to xxxxxxxxxxx@live.hornbill.com?
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4 minutes ago, Deen said:
From the Admin view under Home > System> Email> Shared Mailboxes> mailboxname you should be able to specify the relevant username and password that you have obtained from your mail server.
is this not something provided by hornbill? like the default helpdesk inbound mail service.
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the helpdesk email was already in place, we want to create a new one xxxxxxxxxxx@live.hornbill.com
its asking for a username and password on the inbound mail service tab, where in hornbill do we set this user up?
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24 minutes ago, Steve Giller said:
Could you private message me a screenshot of the 'Email External Address' node so I can check the settings, please?
sent
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When going into any requests related to finance bpm we get the following error
Xmlmc method invocation failed for BPM invocation node 's1/flowcode-db923711-4b1f-4595-3d65-e7e0e83cb090':0200apps notifyEmailExternalAddress FlowCode Exception (com.hornbill.servic...
and when trying to restart the bpm process we get the below errorXmlmc method invocation failed for BPM invocation node 's1/flowcode-db923711-4b1f-4595-3d65-e7e0e83cb090':
0200apps notifyEmailExternalAddress FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailExternalAddress): nodeName: Exception; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 422/1: "Uncaught FCSException: The domain specified in the originator recipient [undefined] is not configured on this system for sending" throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013This only happens for catalog items related to the finance bpm.
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Can anyone help with these reports?
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Had a look in the forums but cant find what I'm after with enough information to complete the task myself.
I have created a new dashboard including some widgets that i have created but want to add some more widgets to this showing other information.
- Open Tickets and how long they have been open for (and who they are assigned to)
- When tickets are logged vs Time taken for them to be assigned to a technician vs time taken to resolve them
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It would be great to have the option of adding country to the default selection of options for the available display columns on the request list.
I know you can do this by creating views and custom columns etc, but it would be good to see it in the default list for companies that use hornbill to support international offices.
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@Steve G thanks for your assistance with this.
you cant use "&" symbol in the organisation ID on hornbill so we put Operations_and_maintenance then matched the name Operations and Maintenance. Leaving the organisation ID as is and changing the name to Operation & Maintenance solved our issue.
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13 minutes ago, Steve G said:
Hi @Lightsource,
When you say you're using AD sync to add the department in to Hornbill customers, what mechanism are you using to get those in to Hornbill? Are you using one of our import tools to perform this, or an external script? At what point is this actually failing?
Thanks,
Steve
We are using the hornbill LDAP import tool.
The tool its self doesn't fail and the users and their details appear to come across, except in the case of those who have the "&" symbol in there department. it will bring across everything except their department.
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We use AD sync to bring across the department into hornbill customers. if its got an & symble it wont bring it across and we need to do this manually in hornbill
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8 hours ago, James Ainsworth said:
Hi @Lightsource
The site column on the request list refers to the site where the incident has taken place which is stored within the Request Details. This can be populated automatically from the site that is listed on the user profile. I just to confirm if the issue is that the Customer Profile is not having their site field populated from AD or is it that the request is not getting the site populated from the user profile?
Thanks,
James
The Customer Profile is not having their site field populated from AD
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15 minutes ago, HHH said:
AD has the possibility to add numerous fields, "office" perhaps. Then map this to Site in the AD synch
Have done this using "l" to map the city to Site but its not populating the Site for the users.
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We have multiple offices across the world and want to show this clearly on the request list for each user in their locations
Looking in the selectable columns there is no "Country" or "Location" column.
We can see a "Site" column but how do we populate this for each user with the ldap sync from AD?
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We can see the ability to delete the question now but is their an ability to edit the questions answer?
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10 minutes ago, Steven Boardman said:
@Lightsource if you are in the user app as yourself (Agent view), if you open the menu and go Home > My Profile you will see the menu shown above
If you have the rights i.e your an admin with withe form design role, you'll see the design option, and in design mode you can drag and drop the mobile in to the top sections as James suggests - just remember to save / apply the change and this will then apply to all users.
Steve
Perfect, that has worked, thank you
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13 hours ago, James Ainsworth said:
Hi @Lightsource
It is possible that there are some security reasons behind the mobile field not showing. A user's profile is broken down into sections which determine the accessibility of the information. The top two sections titled Basic Details and Job Details have public visibility and these fields will be always available in the Customer Section of a request. In my screen shot you will see that the Work Mobile is listed in the Contact Details section. Access to this is controlled through the Followers option where each individual user can control who can see this information. In this case only the people that follow this user will see the Work Mobile field in the Customer section of a request.
An Admin with the role to design forms has the ability to design this form and move any of the fields from one section to another. If the mobile phone fields are listed in the Contact Details section but your business wants this to always be available to everyone then I would recommend moving this field to the Basic Details section. These changes using the Form Designer will be applied to all users.
Regards,
James
Hi James,
our users are all synced into hornbill from our active directory, I can't find anything that looks like your screenshot in our service manager? can you help me with a step by step to access it?
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On 9/20/2018 at 10:00 AM, Steven Boardman said:
@Jeremy @Lightsource @Darren Rose @BobbyB @samwoo @Jeremy @Martyn Houghton in the Service Manager update today it is now possible to change the displayed customer attributes in the customer section on a request
These are global settings and available via admin console > Service Manager > Configuration
You can set different attributes if the customer of the request is a user or a contact
Steve
Hi Steve,
We have Mobile "ticked" yet the mobile phone number (synced from AD) still does not display in the customer section of the ticket?
Error 522 Logging in to service.hornbill.com
in Service Manager
Posted
Our users are reporting that they're unable to login to the service portal and they get this 522 error. Unfortunately, it doesn't happen to everyone, and it doesnt even seem to be widespread but the users who are affected are being extremely vocal and flooding my inbox, teams, and voicemail with messages.
We can get to the login page at https://service.hornbill.com/lightsource/servicemanager/ but as soon as a user clicks the "Login" link, the below 522 error comes up.
Please help.