Adrian Simpkins

Hi James I have cleared the browser down, relaunched and still not seeing the Pending value on live authorisation requests. These live ones have Tentative enabled rather than just authorise / reject so not sure if that is a factor at all. Many thanks

Thanks James I will take a look at some live authorisation requests today to see if the Pending is showing and will confirm back here of course Many thanks

Hi All I noted this as part of the SM update rolled out today - is there anymore information around this please? Is this just adding a pending value to authorisation's we have pushed out for in the system? Currently i think if it is pending authorisation nothing shows in the information panel, so I wanted to understand how this pending value works please Many thanks as always

Hi Victor, ah that makes sense - thank you for the update. I will await further confirmation around the issue Many thanks as always

Thanks Victor - I archived the account on the 7th February, and it shows they logged on this morning at 9am, so I will raise a support ticket now. There is one other account with a similar name ITU4 but again that one is archived. Many thanks as always

Hi All I have some kiosk generic accounts which were incorrectly loaded to Hornbill. These have been marked as archived in the system - however, one of the accounts I archived last week was able to still logon to the portal this morning and raise a request. I have double checked their account and it is showing as archived still, so I wanted to check why this would happen please? The Wiki confirms archived accounts would not be able to logon and interact with the archived account? Many thanks

Sorry just realised above was incorrect on sorting the request columns when exporting - the above is just to order how you see it in the request list view in Service Manager (I always forget there is a different option for exporting the request list as below). So yes if you want to have to avoid ordering the data manually in excel I would advise to build the report in the backend reporting function. Image you see when exporting to excel - no option to order here:

Just to follow up on Nicks comments we also build back end reports where we have specific data requirements / column order / column name etc. This avoids having to output data just from a request list, then having to manually order it in Excel. I find the request list data is useful for situations where you need to check data there and then, but more often than not, I will then build the report in the back end to allow for customisation of the columns names and ordering. (1st image) However if you still want to output from the request list you can order the columns in the configuration before output to Excel (2nd image) by just dragging the columns into the correct order. This may aid in lessening the data manipulation in Excel for you. 1st image: 2nd image:

+1 to being able to view their service subscriptions here - its a pain having to drill into a contact to check this thanks

Thanks James - that was what I was thinking along the lines of doing, but wanted to explore how others may have handled it. But the above looks perfect so i will have a little play in a test process Many thanks as always !

Hi All, Despite numerous reminders out to team leaders / managers to remind staff that once a request is closed there is no automation, I am still struggling to get the concept over that if a closed request has to be reopened they must send any communications manually as the automation ends at closure. Of course the correct procedure would be to avoid reopening a closed request in the first place, and to raise a new request but this is not always possible, so I am trying to think of a method to highlight how to handle these closed but reopened requests to the owning teams. So I wanted to check does the Update node in a closed but reopened request still function and send an update email to the customer? Currently I am seeing staff just update the resolution tab more often than not, and of course this does not spawn an email on the closed request so wanted to check if they use the Update node instead would this spawn an update email still? And out of interest how do other customers of Hornbill handle their closed requests which are subsequently reopened? Do you see similar issues as to mine? Many thanks as always

Thanks for the clarification Steve - I did suspect it was not available, but wanted to double check Many thanks as always

Hi All, I have had a search in the report builder asset fields, and in Asset Manager in Service Manager direct but could not see Created By as a value I can output in a report. I can see Created By in the Asset History but I can only see Used By / Owned By as values in the Asset fields. Is it possible to extract who created an asset into a report please? I have the creation date available and in the report, just need who created it please Many thanks

Thanks James, I had not considered that - I will take a look, sounds like it will give us the distinction we need in the shared template Many thanks as always

Hi All. Until now we have only had one process using the built in authorisation process in the system, but now have another process which will be using this functionality. However, I note we can only set one email template as a global value for authorisation's, but we ideally would like to tailor the authorisation email for different areas/teams and include different values dependent on the request type. We would like to inject different values into the template as one team the authorisers have a full user licence, so can click into the full request in SM to get more details, whereas this new setup we ideally just want to send the authorising email to the manager with the pertinent data included in the template so that they do not have to log into SM and view the full request data and just make use of a collaboration licence instead. Is this currently possible / has anyone else found a solution to a similar situation? If this is not something currently available, could it be explored further at all please as an enhancement? Many thanks as always

Error message I am receiving: An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::getApplicationList] Failed to load app store content catalog from CDN

I have seen the same occur again this morning twice, although seemed to be just for a moment, then reconnected @Deen FYI

Thanks Deen

Hi Chris, yes ours has now come back to life after a brief outage - thank you for the update

Hi All Our instance is not available for anyone, and we are getting an error when on the logon screen as below - anyone else seeing the same? I have raised a support ticket Many thanks Could not load config: timeout undefined

Hiya, Just trying to deactivate an old version of a BPM but getting this error? : Workflow schema validation error: The minimum length of the value in element was expected to be 1 but was actually 0 at location '/definition/stage/flow/node/decision/goto' Any ideas? Thanks

Hi Steve, just a quick update: we could not get it to work with Wait for linked request completion node, but it is now working with a Wait for request update node instead. Thank you as always

Thank you for the confirmation Alex, much appreciated as always

Thank you Steve, I will replace that value, and try another test

Hi Steve, yes sorry wrong description of the node - using the Wait for Linked Request Completion in the parent request, and below is the flow in the linked request that needs to raise another linked request Parent: Linked request: