[Project Tasks showing 'Project: undefined' on cards]

Hi

Apologies, this could be either Board Manager or Project Manager.

When adding a Project task to a board, it shows the title of the task, description, status, project it relates to, owner and progress. Where it should say the project name, it says 'undefined' as below:

Is this intended behaviour?

Thanks
Lauren

[Reporting on Category Code]

Hi

Is there a field that stores the a category's code, rather than ID? 

Thanks
Lauren

[Unable to execute the specified query]

Hi @Adrian Simpkins @Jeremy

We also have the default categories error. I first noticed this earlier today - perhaps linked to the 1805 update we installed yesterday. I've logged a job with Support so hopefully will know more soon. 

[Unable to execute the specified query]

Hi @Adrian Simpkins

I have just noticed this on my request list too! 

[SQL between start & end of last month]

Hi

I am trying to create a widget that displays requests resolved between the start and end of last month. I keep getting errors using the query I've inputted - I must confess I am no SQL expert. 

Is someone able to confirm the query I'd need?

Thanks
Lauren

[Viewing activities as managers]

Hi @Bob Dickinson @Steven Boardman @James Ainsworth

Are there any plans at all to change the visibility of activities?

Thanks
Lauren

[Measure query]

Hi

I am trying to create a measure that will bring back the number of incidents that have "P -" at the start of the request summary. I am not sure how to use a contains or a like statement in my query. Are you able to confirm what I need to add to only return numbers of incidents that contain "P -" at the start of the summary?

Thank you  

Lauren

[Reporting on customer updates]

Hi

We are trying to report on the following:

- Number of times customers (basic users) have updated requests via the portal (service.hornbill.com...)
- Number of times customers (basic users) have updated requests via email (we have a rule in place that automatically updates requests with the email if the subject line contains the request reference).

Is there a way of easily reporting on both of these? We have tried but are a little stuck 

Thanks
Lauren

[Activity Templates]

Hi @Daniel Dekel

Thanks for getting back to me. Groups would be perfect.

With regards to the sorting, how would an analyst select the template when they're logging an activity? Would it be a case of selecting from a drop-down the activity categories (which would need to be predefined somewhere), then selecting the relevant template from a second drop-down which is dependent on the first?

Lauren

[Xmlmc method invocation failed for BPM invocation node]

Hi @StephC

Hornbill Support investigated it after we logged an incident with them. It's interesting to see that others are having the same problem though!

Lauren

 

[Xmlmc method invocation failed for BPM invocation node]

Thanks @StephC @PeterL

We too had this problem but it was recently diagnosed as a fault with our local network. At the point that we would restart the failed business process, the network issue was resolved explaining why the error cleared and the process continued. 

It is worth noting that the Xmlmc errors we received didn't just relate to emailing the customer, sometimes they would relate to Assignment or Get Request Information nodes. 

Our internal investigations are continuing. 

[Activity Templates]

Hi

We use activity templates quite heavily and the list of templates we use is continuing to grow. I have the following queries/requests:

1) Can activity templates be role or team based? There are some activity templates that I would only want a certain group of users to be able to see and use.

2) Are there plans to introduce sorting of activity templates? I guess I am thinking along the lines of timesheet categories and sub-categories here - so you'd have a category of say Network Services and within that you'd have all of the activity templates relating to Network Services. I guess this links back to the first point as you could have permissions on each of the categories.

Thanks
Lauren

[Xmlmc method invocation failed for BPM invocation node]

Hi @PeterL @StephC @AndyHill

When you restart the failed business processes, without making any changes to the BP or email template in question, does the error clear and the process continue as normal? 

Thanks
Lauren

[Favourite Boards]

Hi @TrevorHarris

That's great news, thank you! 

[Linking contracts]

Hi,

Is there a way that I can link contracts together? As an example, we may have a seller and re-seller and we'd want to link their contracts together.

Thanks
Lauren

[Unable to create contract]

Hi @AlexTumber

Thanks for getting back to me. Unfortunately the issue persists after I remove the £.

Lauren

[Unable to create contract]

Hi

I am trying to create a contract for the first time in Supplier Manager but when I click 'Create' after completing all fields, nothing happens. I have navigated to Supplier Manager > Supplier A > Contract icon > More... (next to Create) > Create a New Supplier Contract

Screenshot of completed fields below. Am I doing something wrong? I have followed available guidance on the WIKI but still can't seem to create contracts. I've tried it for other suppliers too.

Any guidance is appreciated.

Thanks
Lauren

[Resolve Linked Requests query]

HI @James Ainsworth

This is still an issue for us - are you aware of any other factors that may affect the ability to resolve linked requests?

Thanks
Lauren

[Favourite Boards]

Hi,

I have access to several boards (3 pages worth) - there are some that I access on a daily basis that I would like to 'favourite' so that I can access them straight away rather than scrolling. This is similar to the favourite function in Supplier Manager, where you can access your favourite suppliers by clicking the heart icon.

Could a similar thing be added to Board Manager please?

Thanks
Lauren

[Timeline Appearance]

Hi

Has there been an update to Service Manager at all overnight?

Request timelines now appear more spaced out, with the like/reply buttons larger and the comment box is bigger.

Thanks
Lauren

[Linking Supplier SLAs to Service Manager Requests]

Hi,

We'd like to begin using Supplier Manager alongside Service Manager and tie in our supplier SLAs with Service Manager requests that are out with our third parties.

I remember seeing something at Insights where you could select a supplier SLA on a request - is this feature available and if so, how do I configure this?

Thanks
Lauren

[Category/Summary issue after Build 1727]

Hi @Victor @James Ainsworth @Steven Boardman

We've noticed this too - is this expected behaviour?

Thanks
Lauren

[Link Supplier Manager to Assets]

Hi @AlexTumber

Is there any update with regards to this please?

Thanks
Lauren

[Resolve Linked Requests query]

Hi James,

Yes, they do. The linked requests were all logged under the same service as the parent incident. They are members of the supporting teams of that service.

Thanks,
Lauren

[Resolve Linked Requests query]

Thanks @Steve Giller, that's what I thought was the case. We created a custom role for our IT staff and they have the following rights:

 

They don't seem to be able to resolve linked requests, though - they don't see the option as above.

Are you able to assist?

Thanks

Lauren