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Jack_Podmore

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Posts posted by Jack_Podmore

    Notice/VIP Flag On Co-Worker

    in Service Manager

    Posted

    Hi all, 

    Is there a way to flag a co-worker as a VIP so when tickets are raised this is clearly shown within the ticket for all those interacting to see? We saw the "notices" option but this looked to be more for the ticket itself rather than the co-worker. 

    Thanks!

    Customer Portal - Azure SSO

    in Integration Connectors, API & Webhooks

    Posted

    Hi all, 

    Has anyone been able to setup SSO within Azure for an external partner? Our ERP supplier also uses 365 and we'd like to set them up so they can use their own credentials to raise requests via our Hornbill instance. 

    We've setup SSO for our own internal staff without issue. There doesn't appear to be anything on the wiki/forums about this though. 

    i.e. do we setup an additional SSO profile linked to our tenant and use "new guest users"

    Any advice welcome!

    Many thanks,

    Jack

    LDAP - Unable to run import, a provious import is still running

    in Integration Connectors, API & Webhooks

    Posted

    Hi all, 

    We have a data import configuration setup for LDAP, we have noticed new users aren't being automatically created and we have been getting an error in our logs for a short while. Does anyone know of a way to stop any running jobs so we can then restart? 

    The job within "Task Scheduler" on our server is set to complete so nothing is running. 

    Background Jobs within Hornbill is showing nothing. 

    The error in the logs is: 

    [ERROR] Unable to run import, a provious import is still running

    Thanks,

    Jack

    Shared Mailbox - Subfolder's

    in Service Manager

    Posted

    Hi all, 

    Within our instance we have subfolders in our shared mailbox with routing rules for emails to be pushed to certain folders. The mailbox message indicator doesn't increase unless emails hit the "Inbox" folder meaning we will either have to push everything to the main folder or be constantly checking. 

    Is there a setting at all or anything that can be done to assist with this? 

    image.png.b54856fc63c0be9e03b0349d143bd00c.png

    Many thanks

    Email Routing Rules - Multiple "To" Addresses, Doesn't Raise Ticket

    in System Administration

    Posted

    Hi all, 

    We have come across an odd issue which only seems to have started occurring in the last few weeks. We have a routing rule in place that raises an incident/kicks off our BPM workflow when someone on our internal domain emails our helpdesk email address. 

    The issue we have is that if a user includes another email in the "To" field then the routing rule doesn't appear to kick in. Has anyone had this/have any advice? 

    image.png.8254fc57151bd29c50b9aa53506bada1.png

    image.png.f5554c020d6cb7874df93b8a937fe106.png

     

    Thanks,

    Jack

     

    Hornbill Automations > Get Request - No "Customer Job Title"?

    in Service Manager

    Posted

    @Steven Boardmanthanks for your advice on this. For some reason we are still struggling to implement this, slightly different we want to check the customers site but I believe its the same concept. 

    We have a "Get Customer Info" node followed by an automation as per your step two above. We have tried with/without adding the customerID as the User ID as per below: 

    image.png.a384857ff20c858cdd8d53e8dbe45d6a.png

    We are then checking on the site within a spoke from a decision but for some reason this still isn't working: 

    image.png.006fa401798d4f33b5f4f3f6550931ad.png

    Do you have any more advice at all please? 

    What we are trying to do is stop automated emails going to users "Managers" if they are part of a particular site. 

    Thanks,

    Jack

     

     

    New User - Unable to add time

    in Timesheet Manager

    Posted

    Hi guys, 

    We have a new user who is unable to add timesheet entries on any tickets within Service Manager, they are getting the error "the specified timesheet does not exist". They are assigned the "TimesheetManager User" role and are setup as per all other users who are able to use this functionality. 

    Has anyone come across this at all? 

    image.png.5019e9f6897a931657fe8ad17b5fdd96.png

    Thanks,

    Jack

     

    Hornbill Automations > Get Request - No "Customer Job Title"?

    in Service Manager

    Posted

    Hi guys, 

    In one of our Business Processes we make a decision on a the ticket requestors job title to decide whether or not what they have requested needs additional authorisation and if so will send an email to their line manager. 

    This is working fine in the existing BPM with the "flowcode" entries in the expressions however when we have gone to add additional "OR" parameters we do not have an option to select Customer Job Title. Can anyone point us in the right direction? 

    image.png.8c07e3f0d9208afad497a2ed5ad7e389.png

    Thanks,

    Jack

    MySQL - Database Export Issue

    in Reporting

    Posted

    Hi guys, 

    We query the database directly for reporting purposes to give us the information we require. For the past two weeks when trying to export this information we are getting the below error - we noticed this on the 19th October and was fine on the 12th October. We have tried in different browsers but are still facing the same issue. Can anyone advise? 

    image.png.313d7ecacf3dc7891640f354bda57859.png

    Thanks, 

    Jack

    Time Not Logging - Service Manager

    in Service Manager

    Posted

    Hi @Martyn Houghton
     

    Ah wonderful, at least its not just us! Thanks for the heads up when its being updated via the workflow, we haven't come across that yet ourselves. 

    Again, thank you for taking the time to look at our steps to replicate - much appreciated! Do you have an open support ticket or is this been looked into via the forum? If via the forum I will follow the thread you have raised :D 
     

    Cheers,

    Jack
     

    Time Not Logging - Service Manager

    in Service Manager

    Posted

    Hi guys, 

    We are having an issue whereby when adding time to a ticket, this isn't always added meaning entries are missed. We have raised this before (back in 2018) but this still appears to be an issue that our team face on a daily basis. Time is one of our KPI's and its hard to challenge anyone on this when the system doesn't always log time unless you are specifically checking each entry, every time which isn't very efficient. 

    We have checked the categories and these are set correctly. However we do seem to be able to replicate the issue on our instance - it appears to be not adding time just after sending an email until you either do a full refresh of the browser or come out and go back into the ticket. 

    1. Open ticket 

    2. Send an email to the customer

    3. Click the update button and add an update to the ticket, add time and click "update" - the update goes to the timeline but the time doesn't appear on the time sheet 

    We have tried this in Chrome, IE and Firefox so suspect it not to be a browser issue. 

    Any help on this would be great. 

    Thanks,

    Jack

    SSO login to Azure AD

    in System Administration

    Posted

    @Keith Stevenson Hi Keith, 

    Sorry to hijack someone else's post but we too are having this issue with users with ADFS rather than Azure AD - could this problem be applicable to us to? If so, is it possible to patch our instance? 

    We have checked the other post and again, no issues with unicode characters being used in account names. 

    Thanks,

    Jack

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