Adrian Simpkins

ah thanks James I must have missed that - I will take a look Many thanks

Sorry just realised I had put 'Linked request completion' - this is incorrect, it is a task within the Parent request Thanks

Hi All One of our new processes we are working on appears to be pulling in task completion data, rather than update text. When looking at the example below the Update email sent out seems to pull in the task activity? 1st image shows the update email auto generated, and 2nd image shows the timeline entries. The task outcome is set to Team, and the Update above is customer facing, but it appears to have pulled in the task outcome? The update timeline is set via the BPM after the linked request task is completed so I would potentially expect the text here to be the Update text not the Task text? Many thanks

Hi All I am trying to work out which role grants permissions to open up the 'Edit' button on an activity (Screen shot below). I have the option under my logon but I have access all areas. Basically I want anyone with existing elevated Service Manager rights (Managers/Team Leads etc) to be able to reassign the activity within their teams Many thanks as always

Hi Steve, no errors were thrown back - just some users were logged out and had to log back in. Seems to have moved back to being more responsive, so I suspect something internally here may have caused it. I will keep an eye on it and see if it happens again Many thanks as always

Hi all We have noticed a marked slowdown in the response times on Service Manager, and some Users have been kicked out of the system. Is anyone else seeing any similar issues ? Started probably about 20 minutes ago Many thanks

Hi All I have a report generating from Supplier Manager where we pull in a number of fields. We have noted that for some reason the Total Contract Value is displaying in the report as below: Ideally I just want the value to display to 2 decimal points, but I am unsure how to set this against the field? Looks like this is a predefined field as the 2nd field we have set against h_custom_4 Many thanks

Thanks Berto - I will take a look

@James Ainsworth Hi James, Happy new year to you. Just a quick one to see if there is any movement on this please? We are still planning to start our pilot testing, but would need this functionality in place to ensure the testing is complete and covers end to end checks. Many thanks

Thanks Steve - yes I forgot to post back here all looks aok now the fix has been pushed out. Hi Nick - nice to see other customers making use of this feature! Happy to share tips if needed when setting up of course if you have any issues (its quite straight forward apart from the weighting part - that was fiddly to get correct and had to make several changes mainly due to the team using it giving conflicting requirements)

Hiya, For general Service / Catalogue changes we do not use any change control as such - if it is already live and needs a tweak we would normally just action this. However, we would use Change Control for other scenarios e.g. updating SSO Certs, expanding the service to other departments etc, rolling out a new service. As we also now have multiple corporate areas using Hornbill we are introducing change control for any changes to the Employee Portal in the near future. As this is now a shared portal across our Digital teams, and our HR teams we want to make sure no changes are made to the portal that affect other teams. Many thanks

Hi All, I have noticed some of our requests are no longer writing to our escalation board. The error message is as below - is this a known issue / any idea why I am seeing this error please? Nothing has changed as such in the configuration but I have picked up a few requests with the error below in the timeline Many thanks Unable to add request to board 'MSE - Digital Services: Breached and Auto Escalated Requests': EspMethodCall::invoke: Operation[apps/com.hornbill.boardmanager/Card::addCard] FlowCode Exception (com.hornbill.boardmanager/entities/Card/fc_ops/addCard): Input parameter validation error: Non-digit characters found in the element <h_lane_id>, the expected data type is 'integer'. The value was [] at location '/methodCall/params/h_lane_id'

Hi James / HHH - thank you for the pointers. After taking another look today with not very fresh eyes I think I have worked out the issue. The person I was struggling to locate has the surname Basil - we also have on our customers handle the site named Basildon. So when searching for the customer it was resolving against the Basildon value. When I search with the correct full handle (firstname surname - Southend) we are able to locate the customer correctly. Just happens to be a match to other values purely because of her surname ! So in conclusion all looks fine - I will advise the user she has to search using the full handle Many thanks as always

Hi All I have one account loaded to Hornbill for a customer who should be searchable by firstname space surname. However, we are only able to find her in the name search field by entering firstname dot surname. When I view her account and compare it to another user with the same setup / same AD source I am able to find him using firstname space surname, and I am struggling to work out why this is. When comparing the 2 accounts in the backend everything looks the same in that all data fields including all the formats used on each field are set the same (firstname.surname in the User ID / Logon ID / Employee ID) so I am just wanting to understand why we can only find her with the above format. Any ideas why this would be please? Many thanks

Thanks both - I will take a look. Steve - we will also look to change our configuration on our account imports so we can avoid this issue going forward. Many thanks as always

Hi All I wanted to see how other people are handling change in customers names / historic requests. As with most organisations we have a regular process to change our customers names (normally a surname due to marriage / divorce etc). As an example I have one customer who has recently married and changed surname - we have both accounts loaded into Hornbill, but the old named account has around 50 requests raised to it. For completeness I am exploring options to transfer these requests onto the new name as of course this history is not accessible for the customer following the name change in the system. I wanted to see does anyone else follow such a process and is moving historic requests across when a change in name is completed. And I also wanted to see if there is an easy way to transfer these requests without drilling into each and every request and changing the customer (too time consuming). The multi select request option only offers a cancel or assign team option on these closed requests so I wanted to double check I have not missed a trick for easy transfer from old account to new account Many thanks as always

Sorry forgot to add the Dashboard you have in the back end is more for having a live dashboard showing activities - as an example we have some back end dashboards configured for our Service Desk, and the dashboards are displayed on some wall mounted screens for the team to view. These include data like number of new requests raised, number of requests resolved, number of requests assigned to each analyst etc. So 2 dashboards in effect - back end one for team use (like the Service Desk example) and Request List dashboard view for viewing request data within a team Thanks !

Hi Jan Once the dashboards are shared the Users should be able to switch to the dashboard view of requests here:

Hi Jan - there were some issues with the dashboard a few weeks back - if you check in the chart config in the request list config you might find visibility is turned off and just needs turning on - if it is on then it may be another issue you are seeing:

Thanks James - I will keep an eye out for the update notes

Hi Jack Just checked our instance and I can not see any similar issues - I am able to load the standard request list data, along with custom request list views so might be something particular to your instance Many thanks Adrian

Hi All, We have a new process we are working on which spawns a number of human tasks, and linked requests. However, these Human Tasks have spawned update emails to the customer. When viewing the tasks in the timeline these are showing as team facing, however it has pulled out the task details and sent it in an update email. I have not seen this previously on other requests so I am just trying to understand why it has spawned the update email please? Of course I may not have seen this when doing any testing previously as normally I end up being both the customer, the manager, and the analyst. I can not see any configuration in the Human Task node in the BPM that controls this functionality. Image 1 shows the timeline post, and image 2 shows the update email. Many thanks as always image 1: Image 2:

Hi Jan Might be worth raising a support ticket Jan as I have just tried raising from an email and it offers my logons and I select my name but it is not auto populating. Looks like a different issue to the timeout error Many thanks

Just a quick update to confirm I am still seeing this issue, and my laptop is pinging like a disco ! If there is anyway to stop these notifications my ears would be most grateful

Hi Both - today this issue seems to have gone away and I not seeing a timeout any longer - are you both still having any issues?