RobW

Hi Steve, I can confirm that all the questions are being answered (the questions section of the new request is fully populated) while at the very start of the associated business process there's a "get request info" node which I thought would do the trick. I'm absolutely stumped why it all works via the service portal but not when raised via collaboration and applications.......

Hiya, have come across an issue with our joiner process which recently went live and am stumped - would appreciate any suggestions on how to tidy this one up (I'm moving on from this position in a week and trying to wrap up as much as I can to make my successor's life as easy as possible (they'll have quite enough to deal with as it is!). Thanks! When users request a new account via the service portal it works as expected however when raised via live.hornbill there are issues where custom fields are used i.e. The request summary doesn't update with the new account name and start date (h_custom_a and h_custom_21 respectively) and instead remains blank The e-mail sent to the customer displays the custom field name rather than the values added through the progressive capture (although weirdly the location does update - uses h_site) e.g.

Hi Hornbill. we're encountering this issue as well. As per the previous post is this something you're aware of or does this also need to be raised?

I've had reports from one of my Hornbill users that they're getting the same e-mail error.......have asked them to check if the e-mail was sent.

Hi @James Ainsworth - thanks for the tip and apologies for the slow response! Thanks to your advice I've managed to get that bit working so we're closer to having a much improved joiner process while I suspect I know a bit more about Hornbill through trial and error (mostly error in my case.......).

Hi, is anyone else experiencing this with reports which were previously working up until yesterday? Have encountered it on a couple of reports (both scheduled and manual) where reports which were working up until yesterday are showing as Failed and upon opening the csv/xls just get "The maximum columns of 20 for this report has been exceeded. Requested number is 116". Admittedly the reports which failed are ones I inherited which export a lot of columns which we don't actually use in various daily/weekly/monthly reports (I doubt senior management care about the Activity Stream ID or the BPM ID columns somehow) so this is good motivation to pull my finger out and do some housekeeping to slash these reports back! Thanks!

Apologies for another question which probably has a fairly straightforward answer (I'm just stumped as inherited a Hornbill system with very little handover and not been able to work this one out myself from the wiki / videos / other processes in place). I hate posting these as am unable to return the favour.......hopefully one day though. Our joiners process really needs some work so have put together a new progressive capture which works however have been working on the updated business process and keep getting the error below which looks like it's when the business process gets to the human task stage. I have ensured there is Hornbill automation node prior to the human task as per https://community.hornbill.com/topic/16535-error-business-process/ but clearly missed something while the owner is set very early in the business process. I've compared this to a similar section of the change business process and it looks pretty much the same - the main difference in the working business process and my failing one is that the the Get Request Info prior to the human task node in the working process displays the Output params in the format "&[global["flowcode"]["owner"]]" while in my failing process they all display as "&[global["flowcoderefs"]["getReqInformation"]["owner"]]". Thanks! Rob

Thanks @James Ainsworth - I tried adding an end node immediately from the customised form and had the same error! Thought I'd give up on it for the day and then tried again the next day and wasn't able to replicate the error message. Thought I'd sorted it so kept working on the progressive capture only to have the same error again after adding another branch node in the progressive capture - deleted the various connectors and deleted/readded one of the nodes which resolved the issue. I should have documented the steps but just wanted to get it working!

Hiya, I'm absolutely stumped with this one....... I'm working on a software request process and continually come up against a "the node has a bad or missing exit connector" but just can't see what's wrong. I have a "Software requried" form (probably should fix that typo but wanted to get this post up) which has a static radioset on whether any additional software is required when then branches where if the response is Yes then it goes to the next custom form requesting more detail on additional software or if the answer is no, goes on to another question about systems. I've tried deleting the connectors and readding, deleting the nodes and recreating them etc but the error persists! Any help/suggestons would be most appreciated!

Afternoon, I'd be very interested to hear how other organisations have set up their leaver processes in Hornbill and what sort of integration they've implemented with asset management. I've inherited a Hornbill instance with very little handover or documentation from the previous owner (it was their baby......) and, well, the existing processes are ok but things have changed a lot since implementation. Following an issue with a leaver and a Hornbill license not being revoked (bit of a perfect mess - analyst didn't check Hornbill for a license with the leave request as currently a manual task, it was the first leaver for a new manager and I was on leave so was unaware of it all) I was wondering if it was possible to set up software licenses as assets and allocate to individual users (seems reasonable enough so far from my messing around - although would each license have to be set up individually e.g. as we have 65ish Hornbill licenses would we have to 65 individual licenses or one Hornbill asset with 65 licenses - I suspect that it's the former) and then when we have a leaver request a business process updates the request with any licenses assigned? If possible then I'd start with Hornbill (or possibly our call centre software as the call centre tends to have more joiners and leavers) as a proof of concept and then look to extend it to other software licenses and hardware (I suspect there's been some politics about adding hardware to Hornbill in the past which has limited what we can do in this area with Hornbill). Thanks!

We're back too.......thanks for sorting that!

Yes, my customers have been very proactive in letting me know.......which as I already said is handy as at least I know they're using the portal (pre-pandemic most customers phoned the service desk however it's flipped to 60ish percent raising requests via e-mail so am keen to "encourage" them back to the portal). It's just less than ideal timing as I've had to drop out of a training session to handle this in order to ensure my 1st line team can continue to attend while had a second line engineer call in sick today so it's me holding the fort right now!

Is there any way we could have identified this without raising via the forums - our first port of call is always the status page when we have a blip with Hornbill. I've had management ask me for an update so not really keen to go back with that this isn't "the definition of an outage" as I've had a considerable number of direct calls today from users (still, at least they're using the portal).

Also having issues here - is this outage something that should be reflected on the status page? Thanks!

Afternoon, have searched the wiki and our internal documentation (and the person who originally set up Hornbill here departed some time ago so my Hornbill admin is trial and error - most days it feels like more error) however am now a bit stumped and would rather avoid making a mess of Hornbill so posting here....... We have a batch file which runs as a scheduled task in turn runs a number of separate individual JSON files/scripts(?) which synchronise Hornbill with our AD - looks like there's a separate JSON file for each OU that gets synchronised with Hornbill. Have found https://wiki.hornbill.com/index.php?title=LDAP_User_Import_2.0_(Deprecated) which looks like what was set up when Hornbill was first implemented here and not been touched since. A new OU was recently created for a new on site 3rd party provider working with our Estates department and as we run Estates on Hornbill this OU needs to be synchronised with Hornbill - as such I believe I'll need to create another JSON file specifically for the new OU and add to the batch file (or can run manually and once confirmed working add to the batch file but I digress). Have looked at the existing JSON files and there's not much going on there (pretty much every section after the Directory Server Connection Details (LDAPServerConf) is blank) so suspect that I'd only need to change the OU details in the DSN field....... I thought I read somewhere that JSON is a fairly old way of doing this and that there's an LDAP synchronisation tool (as per https://wiki.hornbill.com/index.php?title=LDAP_User_Import) - is this now the preferred way of synchronising Hornbill and AD as if so, I guess I have a bit more work ahead of me! Thanks!