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Martijn

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Posts posted by Martijn

    SSO login to Azure AD

    in System Administration

    Posted

    Hi All, 

    Got two users whom are unabe to access hornbill servicemanger using SSO (out of the 30odd users ) 

    They get this message, "The signed object's hash did not match that in the signature"

    Looking at our Azure Logging its marking the Login as successfull. 
    Looking at the account in Hornbill nothing was changes and compared to AD it matches. 

    So what things can i do / look at to get this fixed?
    There is not log file in hornbill i can look at or refresh the hash somehow. 

     

     

    service manager email functionality

    in Service Manager

    Posted

    1 hour ago, AndyGilly said:

    Hi Team 

    I have a couple of enhancement proposals/ feedback from the WW team when using email in service manager

    1. Can we please be able to add images into emails and snippets that we send out.
    2.  when we currently set up a snippet template for an email we cannot add in shortened links like this one Here we have to put the whole https://www.google.com/. It would be great to be able to do this
    3. We are not able to reply to the email from the ticket, we have to open up the email in a new tab and then reply to the email. The reply doesn't add the email trail into the ticket nor does the base reply have any formatting. only way we have found to make it add the trail is to BCC it.support. Is there a better process to use
     
    appreciate your thoughts
     
    thanks
    Andy

    Hi Any, 

    1- Yes you can, we have them hosted on our site, in the email template editor insert an image, enter the url where your image is hosted..
    if you use an SVG it is not supported in outlook. 

    2- You can add an URL (hit Control + L) the enter the url and ander the display text ie shorturl. 
    or type shorturl, then select it, hit control+L, type the url in url field and hit OK

    3. is possible but it might be disabled in de service catalog, see if the below button is enabled. 

    image.png.d1ba48ce7ec5d30e6a997bf715ff57db.png

     

    Then from within the Request you click this button, to open the Email editor (which will be attached after sending ) 

    image.png.500813f93c3e8e00d10939d567b855d8.png

    Regards, 

    Martijn

     

     

    image.png

    Authorizes getting message about license

    in Service Manager

    Posted

    Hello, 

    We have a couple of users setup as approvers, they have collaboration role on their profile. 
    When they receive email to approve/ reject they get a message about the licensing. 

    "you are allocated rights to the com.hornbill.servicemanger application, but your org subscription level for this application has been reached" 

    Does this setup require a Free license in the pool to be uses for "temp" access to approve tasks ? 
    how does that work exactly 

    regards, martijn

     

     

     

     

     

    API call fails to invoke BPM

    in Integration Connectors, API & Webhooks

    Posted

    Hi @Ehsan

    yes, i use both the ServiceID and the BPM Name variables. 
      

    <methodCall service="apps/com.hornbill.servicemanager/ServiceRequests" method="logServiceRequest">
<params>
<summary>Audit -> Test</summary>
<description>Test</description>
<requestType>Service Request</requestType>
<customerId>m1</customerId>
<customerType>0</customerType>
<ownerId>md1</ownerId>
<teamId>SE/DEP_IS/TM_IS_HFD/</teamId>
<status>status.new</status>
<priorityId>16</priorityId>
<categoryId>229</categoryId>
<categoryName>Scheduled Request</categoryName>
<sourceType>Post</sourceType>
<sourceId>Admin</sourceId>
<!--<Impact></Impact>-->
<!--<Urgency></Urgency>-->
<serviceID>7</serviceID>
<!--<Questions></Questions>-->
<!--<ResolutionDetails></ResolutionDetails>-->
<siteId>1</siteId>
<siteName>Office</siteName>
<CatalogID>83</CatalogID>-->
<CatalogName>Audit</CatalogName>
<bpmName>se-service-request-process</bpmName>
</params>
</methodCall>


     

    API call fails to invoke BPM

    in Integration Connectors, API & Webhooks

    Posted

    Hi @Ehsan

    Im trying to utilize the LogServiceRequest api call. 
    But im struggeling with the serviceID. to spawn the BPM process with it. 


    no matter what i put in there results in "no service " warning. 
    "summary": "Audit -> Test",
    "warnings": "{\"noService\":\"The Request has no service so no valid business process available\"}"

    Even with or without the actual  <bpmName>se-service-request-process</bpmName>


    Where can in find the correct id to use ? 

    Thanks Martijn

     

    On 6/26/2019 at 3:24 PM, Ehsan said:

    Instead of invoking logRequest method, I would advise you to refer to the methods below (depending on the Request type you intend to raise)...

    These methods will automatically kick off logRequest and logRequestBPM, so you don't have to chain the APIs in your code.

    By providing serviceId to any one of these methods, the Business Process that is associated to the supplied Service will be spawned, otherwise you can override the Business Process used via bpmName parameter.

    Hope this helps.

    Ehsan

     

     

    Raise Request via Email

    in Service Manager

    Posted

    Hi, 

    When Raising a request via email its added as a timeline update rather than a attachement. 

    With the timeline update it will be unaccesable when the email gets deleted, and its not that visable because "Request logged via Email" does not show that there is a email underneath that. 

    is there a way to get the email always attached to the request as attachment when raised from an email. 
    Instead of it being an timeline update.

    cheers. martijn

     

     

     

    Error when LogRequest Via API

    in Integration Connectors, API & Webhooks

    Posted

    Hi Hornbill Comunity, 

    When i post a request via the API i get an error, i cant see where it goes wrong.

     

    profileCodeGet is not in the list of paramaters to parse, anyone got an idea about that ? 

    <?xml version="1.0" encoding="utf-8" ?>
    <methodCallResult status="fail">
        <state>
            <code>0207</code>
            <service>apps</service>
            <operation>LogRequest</operation>
            <error>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js(22): error X1001: Uncaught EspMethodCall::invoke: Operation[data::profileCodeGet] The specified code does not exist</error>
            <flowcodeError>
                <where>Execute</where>
                <filename>/apps/com.hornbill.servicemanager/entities/Requests/fc_modules/requests_helper.js</filename>
                <lineNumber>22</lineNumber>
                <columnPos>36</columnPos>
                <message>Uncaught EspMethodCall::invoke: Operation[data::profileCodeGet] The specified code does not exist</message>
                <errorCode>1001</errorCode>
            </flowcodeError>
        </state>
    </methodCallResult>

     

    Regards, martijn

     

    BPM Error

    in Service Manager

    Posted

    from what i can tell in the error it does

    -assing to team 
    -sent email.(no spaces behind the email template name) 

    Another thing for troubleshooting is get the BPM-ID for the problematic request (i tent to use chrome / F12 / search bpm-id in the Elements Tab .. to get the number) 

    You need to enable experimental.feature.bpm.allowinstanceediting 

    from the BPM window (bpm list) there is a toolbox like icon top right corner where you can put the bpm number in then hit the edit process button, to see where it hangs 

     

    • Like 1

    OnHold reason to email

    in Service Manager

    Posted

    Hi Community, 

    Is there a way to get the onhold reason text to be displayed in an email. 

    i have setup the bpm to send out email when the status is set to OnHold which works fine. 
    The only thing is i can't find the OnHold.Reason.txt as a variable to be added in email template. 

    Regards,

    Martijn

     

    Customer Portal - Change Request Visibility - existing change with no Catalog

    in Service Manager

    Posted

    On 1/14/2019 at 10:47 PM, James Ainsworth said:

    I'm not sure if changing the catalog item on a request will work.  The Catalog Item restrictions only prevent someone from raising a request using that catalog item.  I think the customer would still have visibility.

    i currently have that issue were an analist logged a request to a catalog item not published to the service portal, where the customer is not able to see the request under "all my request"  any idea?

    My thinking was that no matter what the customer would always see request logged againt that customer, but that does not seem to be the case.\

    (sorry for hijacking this topic)

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