Alisha

Hello, Please could we request an enhancement where we can group roles together for Users? For example, we would like to set up a basic IT Staff group and then drag in the 20 roles that they all require into this group. Then we could have other groups with additional roles for supervisors and various teams. This way, a new User would just have a few groups added to their account. The benefit of this is if we needed to add a role like Chat User to everyone, then we could just add it to the IT Staff group and all 200+ of them would get it. We know the template function has recently been released but this doesn’t really help that much with regards to role and account management. Many thanks, Alisha

Hello, I'm trying to use custom fields in the Capture Task Fields in a Human Task. However, the custom fields are not being recognised by the Business Process and it's just going down the 'No Match' route. For example, I used h_custom_j for the 'Office Hours' capture task so that I could use the answer in the next stage of the process. Is there anything else that I need to do to make these work please? I noticed that the Wiki says that it's an experimental feature, but I can't find the setting: https://wiki.hornbill.com/index.php?title=Capture_Task_Fields Many thanks, Alisha

Hi @James Ainsworth @Steve Giller, Please could we have the ability to update date fields as well please? We sometimes have Change requests where the date gets put back to a different date. It's much easier to see the date in the Questions area rather than the Timeline. We also use custom field mappings in the date field so that the date can be displayed on our Change widget/dashbaord. Many thanks, Alisha

@Bob Dickinson, Thank you very much for all your time and help on this. Much appreciated.

Hi @Bob Dickinson, Thank you for the new report. I have updated it to show the status of 'New', 'Open', 'On Hold' and 'Resolved' and included the Catalog but it didn't bring back any results. However, I am still unable to delete the Business Process. Is there anything else that could be using it? (Sorry to hijack this thread.) Many thanks, Alisha

Hi @James Ainsworth Just adding something from @BobbyB: What would really help with the roles is the ability to create 'groups'. So we'd have a group for all of IT called 'IT - Standard' for example. Then we can have layers above that, like 'IT - Enhanced' etc. for different roles. So instead of an IT User having 30 different roles they would only have 3 groups. Then if we wanted add something new to everyone, we could just add that role to the Group role and everyone would be updated with just one action. This is really beneficial for accuracy and auditing.

Thank you @James Ainsworth Is it possible to have the ability to use the template for existing users as well please?

Hi @Bob Dickinson, I'm using your report above which has been very useful. I was just wondering if there's a way to check if there are any requests that are 'Resolved' but not yet 'Closed' that are using an old Business Process please? There are Business Processes that I'm trying to delete but it's still showing as being in use (but it's not showing in the above report). Many thanks, Alisha

Hi @James Ainsworth, Sorry, we've discovered that some ticks appeared automatically but some ticks that were needed did not appear, and the analyst testing the role got the below error. Going through 17 pages of Database Rights and checking what is needed is quite time consuming. Is there any easier way please? Many thanks, Alisha

Hello, I found this excellent post that will partly solve our issue with the 'Assign to Request Creator' node: However, we have staff who are members of multiple teams. Is it possible to add weightings to teams so that a User has a primary team when they are members of multiple teams? If not, could we request this as an enhancement please? Many thanks, Alisha

@James Ainsworth, The Database Rights ticks have appeared magically overnight!

Hi @James Ainsworth, That would definitely help, thank you. We are in the process of amalgamating the user roles into a single role for our IT Staff. Do the Database Rights need to be individually ticked or will adding the Application Rights auto fill this in? Many thanks, Alisha

Hi @Steve Giller It would also be handy to have Snippets available when we 'Impact' a customer. Could this be considered please? Many thanks, Alisha

Hello, Is it possible to use Wiki text in activities that are created by the Business Process? I have tried using [[mailto:email address]] in the Business Process but that did not work. In the checklist items, we would like the analyst to send an email out - it would be good if we could have a mailto link in there. If this is not currently possible, please could it be added as an enhancement? Many thanks, Alisha

Hello, Is it possible to group out of the box roles so that we can apply just one role to a new IT starter when they join? I know we can create custom roles, but just wondered if we could make it easier to create one basic IT user role. Also having the ability to group our custom roles would be useful. Many thanks, Alisha

Hello, I have a question about the Result Reference field in Business Processes. In any new Business Process I create, this field is completed automatically. However, in older Business Processes, the field is blank. If I update any older Business Process, new nodes will have the field completed, but the existing nodes will be blank. Is it okay to keep the existing nodes blank? I've had a look at the Hornbill Automation page on the wiki but I'm unsure what this means for existing Business Processes. Many thanks, Alisha

@Steven Boardman Thanks for your quick reply. I was just hoping it was an option because we're running out of custom fields!

Hello, Is it possible to use the h_resolution field in a capture so that the analyst can enter the resolution at the time of logging the request? These would be for requests that resolve automatically. Instead of setting a generic resolution text for everything in the Business Process, we would like to type in what the resolution is at the capture stage. Many thanks, Alisha

Hello, In the Business Process, is it possible to create a new request from an existing request depending on the date given in a capture answer? We'd like to do this so we don't have requests on hold for months or years. Many thanks, Alisha

Hello, When we are bulk closing requests, is it possible to have the option to add a comment please? Many thanks, Alisha

We've also noticed this but if we click on 'Basic Users' or 'All', it returns a result.

Hello, Is there a way to restrict re-opening requests when it's a Critical request? We still need them to stay in the 'Resolved' state for 5 days before it gets 'Closed'. Many thanks, Alisha

Hello, Is there a setting that we need to switch on to enable us to raise new requests using our own set of captures from the mobile app? Many thanks, Alisha

@James Ainsworth @Steve Giller @Victor Please could this be added as an enhancement?

Hi @Victor, The subject line is like this: Ticket Updated - IT20200807U35T161825 - IN00123456 - More text Many thanks, Alisha