[Global Status stopped working overnight]

Hi Steve all looking good here - thank you for the prompt action as always

 

[Global Status stopped working overnight]

Hi Steve - still seeing no global statuses in our services, just the status created against the service are showing. 

thanks

[Global Status stopped working overnight]

+1 for us too - I missed this post in my haste ! 

[Global Status stopped working overnight]

Thanks Martyn I missed your post

[Global Status stopped working overnight]

Good morning,

I have had a couple of users report this morning that the normal on hold / off hold values they see are not available / been removed. Has anyone else noticed this today? Unfortunately I am unsure what values were set against each service so reinstating these will be a task. Has something been implemented that would knock these values out please?

Many thanks

Adrian

[Shared snippet - team can't see Shared with Me option on snippets]

Thanks Jim, probably one of the few roles I didnt look over lol. Found it now - yes not something I would want to share out to all. 

Many thanks for the help

 

[Shared snippet - team can't see Shared with Me option on snippets]

Thanks Jim - I think thats the application right I am looking for but struggling to locate it - would you know what Role it would sit under?

[Shared snippet - team can't see Shared with Me option on snippets]

Actually ignore above I think I have worked it out  She wanted multiple staff to have access to update the shared snippet so I am presuming who owns it influences how it displays in Manage Snippets?

 

 

[Shared snippet - team can't see Shared with Me option on snippets]

Hi All

One of my team managers has shared snippets with her team, but they do not see the Shared with Me option in Snippets. However if the team members create one and share it back to the manager this does appear for her. It normally works both ways from previous experience, so just trying to work out why her shared snippets dont show for her team - screen shot below shows what the team members see:

And the manager sees this:

Any idea why not showing for her team members please?

Many thanks as always

[Customer portal - customer getting error message An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::userProfileGet] You do not have the required privilege level [basic] to invoke the method session::userProfil]

Thanks Steve - if i see another example I will raise it over

[Customer portal - customer getting error message An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::userProfileGet] You do not have the required privilege level [basic] to invoke the method session::userProfil]

Customer has since come back and confirmed they are able to logon so not sure what the error was above but all sorted

 

Thanks

[Customer portal - customer getting error message An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::userProfileGet] You do not have the required privilege level [basic] to invoke the method session::userProfil]

Hi All

I have an external user on our customer portal who is able to sign in to the customer portal but when selecting a service is getting this error message: An error occurred initializing the framework. Uncaught EspMethodCall::invoke: Operation[session::userProfileGet] You do not have the required privilege level [basic] to invoke the method session::userProfileGet

I have not seen this before for an external user but it looks like a local profile issue on her computer but wanted to check this please. She is setup on the self registration as a contact, and this account is active in the system.

Many thanks

Adrian

[Custom Fields In Request Details Pane]

Hi Will, 

I believe that at the moment the Details pane is only configurable at the Service level rather than at the catalogue level. To circumvent this issue we create multiple services to allow us to tailor the details pane without having the issue of multiple custom values differing from catalogue to catalogue. I did initially try to share the fields with 2 descriptions but found it was easier to just create a service for each catalogue instead.

If we were able to configure the Details at the catalogue level it would alleviate the same issue for us.  

Many thanks

Adrian

[Preview new User Interface for Core UI]

Hi Daniel

Not sure if this has been highlighted but I have noted that if I enter the text 'Test the AI' I get 2 suggested outcomes as per below screen shot 1, but if i type 'test the ai' I just get one suggested outcome

I was not sure if this was by design or in fact some kind of issue?

Many thanks

[Struggling to open a new workflow - memory issues ?]

Thanks Steve I am already suspecting it is more to do with the infrastructure / my laptops limits rather than the size so wanted to see if there was any hard and fast rule around overloading a process. Might be a good excuse for me to get a new laptop at last lol

Many thanks

[Struggling to open a new workflow - memory issues ?]

Hi All,

I have a new process I am working on which has a large number of decision nodes in one of the stages, and i am struggling to get it to load / update. Is there a limit to the number of decision branches / nodes we can use in a stage ? The script I have has 31 paths on a decision tree each with 3 lines of outcomes, so essentially around 93 paths in the stage. if i do anything in the script (open it, move a node, delete a node, type text into a node config) it is taking around at least 1 minute to respond. We have done some monitoring with Task manager and can see it is quite data intensive as it loads the script so I wanted to understand this further - is it because there are too many lines in the stage, or is it because my laptop / browser struggles to load the data each time I make a change?

Any advice of course appreciated as always - I know this is a hard thing to pin down to a particular failure point due to the overall setup of the system being cloud based, but wanted to see if I have breached a limit on the workflow?

 

Many thanks as always

Adrian

[Link to a request someone has been connected to]

Hi James - perfect thank you - we had these all turned off so turned on now. 

Many thanks as always

[Link to a request someone has been connected to]

Hi All,

I wanted to see if we connect someone to a request am I able to inject a link in the outgoing email to open the connected request in MY REQUESTS at all? Currently we provide a link for the customer to access the request, but I wanted to see if I can inject a link for the connected user to open the request in the Support Hub. The person connected is not a collaboration user, just a basic user. Initial testing with the existing link below is not working for the basic user who has been connected:

Currently we use this link for customers: live.hornbill.com/mse/catalog/com.hornbill.servicemanager/request/{{.H_pk_reference}}/

Many thanks as always

Adrian

[Enabling AI assist]

Hiya

It has just appeared active when I switch to Preview UI and go the update node. 

Many thanks

[Request to be able to connect a team in the BPM using the connection node (enhancement)]

Hi Gerry

I was suggesting having other options on the connection node in the bpm so not part of authorisation's as such, it is just as part of this setup I will need to manage 50 authorisers across a number of teams, and we want to connect these authoriser's so they can view the request data in the Support Hub portal if they need more information. No worries if not possible - it would just mean a lot of admin trying to maintain connection nodes to individuals in the BPM, and being able to connect the authoriser team would result in less admin overhead

thank you for the response as always

Adrian

 

 

[Request to be able to connect a team in the BPM using the connection node (enhancement)]

Hi All

I am unsure if I posted this previously.

Currently in the BPM we have options to connect individuals to a request. However in one of our processes we are connecting external authorisers to requests in a bpm connect node. The process I am working on has 50 authorisers across 10 specialties and can be a request that is under 48 hours, 3 days to 6 weeks, and over 6 weeks so there will be a large number of decision paths to connect authorisers. To be able to connect the team of authorisers rather than the individual will lower the admin going forward as if there are any movements in the authorisers roles I would have to go in and change the individual node. Whereas if we had something like 'Connect Team' I could then just manage the team members direct in the team admin node, rather than having to update a BPM constantly.

So in short can we have some more options on the connections node please

Many thanks as always

[How to center icons in the customer portal]

Hi Daniel

Thanks for confirming - I will just leave it as it is then. We should be adding a 4th icon soon so that will hopefully calm my OCD  

Many thanks as always

[Timeout when completing an IC in the portal]

Hi Steve - thank you for the feedback - I will have to ask for more information around how they are doing this / what they are doing to cause timeout. 

 

[Updating existing Azure integration to the new integration node]

Hi All,

I am attempting to update our existing Azure integration setup to the new integrations but I am unsure around the value for entraidusermanagement.

On our previous setup this field offered a drop down list where I just selected Microsoft Azure Integration,

 

However when attempting to update the BPM to the new node this dropdown is now named entraidusermanagement but there is no value to select in the dropdown as below shows - do I need to set something up again for this to offer a value please? Our keysafe entry for Azure is still valid

 

Many thanks as always

[Timeout when completing an IC in the portal]

Hi All

i have recently started running a pilot for one of our clinical teams to use Hornbill to raise changes to clinics.

It appears that the staff feedback indicates they are taking a long time to complete the form so it keeps timing out. I have given some recommendations to them to avoid this issue going forward (main item I advised was to ensure they have all the request data available before raising the request) as it appears they were confirming the data 'live' that needed to be input hence the delay in raising the request.

What I wanted to check is is there a timer set for completing an IC form in the portal and is it a setting we can influence please? Or is this something outside of our rights in the system?

I know there have been other posts around having a save form option to allow people to revisit long complex requests but this is more around the current screen timeout setting

Many thanks as always

Adrian