[How to restart a BPM]

@Victor in the attached instance the BPM hasn't broken, but the analyst may still want to restart the business process if they made a mistake and added the wrong authoriser. I'm assuming from your reply though that you can only restart a BPM if it has already failed? Thanks

[How to restart a BPM]

@Victor apologies, stupid me added the wrong screen shot. Please see the new screen shot

[How to restart a BPM]

Hi @Victor Thanks for the info. I have given the role to one of our service desk analysts and refreshed their SM instance, but they're not seeing an option to restart the process. Does this only show when the call is in a certain status? Screen shots of analyst roles and a request. Thanks

 

EDIT by Admin: Screenshot edited and removed private/confidential/sensitive information (names)

 

 

[Snippets in non-email input boxes]

+1 - we are very interested in this also as it would make life easier for our service desk. Thansk

[Mandatory Checklist]

+1

[How to restart a BPM]

Can someone tell me how do a restart a BPM in a live request please? We have some business processes setup that ask for a user to select a manager for authorisation, and some times they get it wring and enter the wrong name. Is there a way to restart the BPM so the analyst can enter the user again? Thanks 

[Additional email functionality]

On 8/21/2018 at 9:07 AM, Dan Munns said:

@AndyHodkinsonPrincesIT this functionality does work in Windows 7 (and Windows 10). What browser are you using? 

Hi @Dan Munns I have tried this in IE11 and Chrome v68, neither of them allow me to shift+block hight or ctrl+select emails. I can tick the emails individually (screen shot) but this is very time consuming when there are hundreds of emails to delete. Thanks

 

[Additional email functionality]

hi @Steven Boardman, thanks for the reply. Unfortunately on Windows 7 holding shift + block selecting (or ctrl+individually selecting) doesn't work. If someone can advise it would be appreciated as it is slowing our service desk down when managing the emails. Thanks

[Add ability to do wildcard request searches]

Can we add the ability to do wildcard searches against requests please? This works when searching for customer names and assets, but not requests. Thansk

Andy

[Additional email functionality]

Can we add additional functionality to the email feature like the ability to order emails by subject or name? Can we also add the ability to select multiple emails at once in a simpler and more efficient way, other than manually ticking each email? i.e. hold shift and block highlight. Thanks

Andy

[Lock access to shared mailbox but still email from call]

We want all of our IT analysts to be able to send emails from a request, but we don't want everyone to be able to access the Email feature in Service Manager. Can anyone advise on how to split the access permissions for this please? Thanks

Andy 

[Edit email from request template]

I've resolved this myself by finding out which default email template is used when sending messages, and editing it. (found in the admin portal > Home > Hornbill Service Manager > Application Settings. 

[Edit email from request template]

How do I edit, or remove, the default email template from emails sent from within a request? We have created snippets to show all of the information we want so don't need these extra lines. 

Also, it breaks when assigning to a team and then updating the request, as technically there isn't a call owner. Thanks

Andy

[Snippets for call resolution]

Is it possible to add the Snippets option to the Resolve call feature within requests? This would be handy for the analysts to close calls with a generic statement. Thanks

Andy 

[Change mailbox for sending authorisation emails]

I would like to change the mailbox which authorisation emails are sent from, to our standard mailbox. I'm concerned that users may worry that emails coming from noreply@live.hornbill.com could be spam and ignore authorisation requests. Can this be done? Thanks

Andy Hodkinson

[Create a new Role for creating Bulletins]

@Chaz perfect, thanks very much

Andy

[Stack Authorisation Tasks]

On 6/20/2018 at 8:23 PM, James Ainsworth said:

Hi @Dan Munns

We already have a change linked up that will allow for multiple authorisation cycles with this suspend opperation.  I am expecting this to come into our 90 Day development queue shortly.  I will add you to the change.

Regards,

James

Hi @James Ainsworth is there any update on this change please? As @Victor mentioned in an earlier post, if a new node for "Wait for NEW List of Request Authorisers", similar to "Wait for New Request Owner" node existed, it would probably fix the issue. Thanks

Andy Hodkinson

[Create a new Role for creating Bulletins]

I need to create a new role which allows a user access to create new bulletins and change the service availability for all of our services, but not have the access to edit anything else in the Service Portfolio area. I'm not sure which options to select when creating a new role however. Can anyone help please? Thanks

Andy Hodkinson

[In App Reporting]

@Steven Boardman @Chaz Thanks guys, I didn't realise I only had admin rights and not the super user role. Using the actual admin account allowed me to assign the role needed  and I can now see the reports option in Service Manager. Thanks

Andy Hodkinson

[In App Reporting]

On 6/28/2018 at 1:48 PM, Steven Boardman said:

Service Manager In App Reporting role to see this option when the EXP flag is on

Steve

@Steven Boardman I have enabled the inapp reporting settings, but when trying to give a user the Service Manager In App Reporting role and press save, I get an error message. I have for admin rights. Can you advise please? Thanks

Regards,

Andy Hodkinson

[Scheduled jobs fail to run]

@Victor I have tried the steps above but unfortunately I'm getting the same outcome. 

I have created a new scheduled job and assigned it to a team, which ran without any issues. I also edited the team and time for this and it worked again. 

It looks like the route cause is disabling a scheduled job and then re-enabling it again later, so I will start to recreate these and not disable them, but it would be helpful to find a fix in case we want to temporarily stop any scheduled jobs in the future. Thanks for your help

[Scheduled jobs fail to run]

Hi @Victor thanks for getting back to me. I tried reassigning the scheduled job to another team, as well as an individual member, and rescheduled the job to run again,  but both failed to do another. It looks like it doesn't even try as the log hasn't been updated. 

The groups and teams haven't been touched this last year. I re-enabled a few other jobs I had previously created and they also failed to run. It looks like they show the group assignment in the same way. Thanks and I appreciate any help or suggestions you can provide

[Scheduled jobs fail to run]

I have have created scheduled jobs in Service Manager and initially they worked, but now fail or don't even attempt to run.

We are in the process of migrating from Supportworks to Service Manager and I needed to recreate the scheduled calls that we use for the service desk to complete daily checks etc. Initially I created 2 scheduled jobs which seemed to work fine, so I then decided to disable them until go live, so that I wasn't flooded with activities and created some more. After I created around 30 more (scheduled date and times setup but in a disabled state) I thought it best to retest the first couple. When I enabled them and reset the start time, they failed to run or don't even attempt to run. The logs for these show that the assigned group doesn't exist even though I am able to select it (I've tried various groups). 

Has anyone experienced the same or have a fix for this issue please? I don't really want to have to recreate all of jobs I've already done. Please see the attachments. Thanks

Andy Hodkinson