Adrian Simpkins

+1 on Jack's comments - no issue with the automated updates, but having a schedule published of upcoming changes like this will enable me to manage and communicate this out to teams in advance, as well as ensuring I am aware of what is coming and any potential impact (I spent most of the morning fielding questions on this change which of course took me away from other issues) Many thanks

just for information I also cannot see the User Availability States under Organisation same as Jack above Thanks

Hi All Just wanted to see if it is possible for any child requests to go on hold if we place the Parent request on hold at all please? Many thanks

Hi James I think these were raised on a working BPM for change, but to be honest I have had a number of iterations of our change process as we try to get it to a state the CAB is happy with. Our BPM would move the Card through the Lanes on the Change board via activities (sometimes we may have manually moved it first then updated the request after CAB) Its not a massive issue as these 2 that I have highlighted are now in our Authorised at CAB/Awaiting implementation Lane so we should not have to jump to the request again during CAB. I will keep an eye on it, and see if any other requests throw the same issue at any point (We have CAB this afternoon so will see if the issue comes up then) Many thanks

Hi All = ignore the above I can see where it is changed now - many thanks

Morning I have just noticed on logging on this morning that all our Full User accounts have been marked Not at work on the availability option in the profile - any idea why this is occurring? Also when I go into my profile to change it I do not appear to have the option to change my availability any longer, just shows Not at Work but cant click into it? I am not sure how this will affect assignment of requests etc - can someone advise at all please? Many thanks

Thanks James, I will await the update Many thanks as always

Hi James Thanks for the tip - it appears the link has lost just this portion: servicemanager/request/view just on 2 requests that I have found. I checked both requests just to make sure all activities completed etc and both seem fine. Any idea why this may have occurred please? Thanks as always

Hi All, I have noticed on Service Portfolio when I have removed teams it appears to show empty supporting team lines like in the image below? Not sure if anyone else is seeing this when viewing at all? I use Edge on Windows 10. It doesn't appear to be affecting anything that I have noticed, but thought I would raise it Many thanks

Hi All, Just wanted to highlight a strange response I have noticed when editing the Details on a Supplier - I am able to edit and add new custom fields as expected, but I noticed everytime I did this and clicked Save I just received a whiling Hornbill icon indicating updating, but it just remained on screen. After a minute or so I hit refresh (tried a few times) and it refreshed no issues, and showed the changes I had made - just seemed to get stuck at the updating graphic image point. I use Edge on Windows 10. Not a massive issue as the update takes, just a bit strange - anyone else see this at all? Thanks !

Hi All Myself and one other User have noticed that today when we try to jump to a request from a Board (specific board is our Change Board) we are getting a 404 page error on some requests, whilst other requests open fine when we click on the Open icon. Not sure why it works on one, but throwing the error on another - all in the same service, using the same BPM and PC etc Many thanks !

Hi Trevor With regards to the remove card nodes - I have a Get Card Info setup like your example, followed by the remove from Board node - both seem to have the same configuration. I have run another test today and still getting the error below when it reaches the remove from card. Previously I had move card nodes set against each activity stage, but now I have just one add card to board when request is accepted, and one remove card from board in the closure stage in the BPM Thanks Get card info config: Remove Card config: Xmlmc method invocation failed for BPM invocation node 'stage-b58b4204/flowcode-1653adb0': 0200 apps removeCard FlowCode Exception (com.hornbill.boardmanager/entities/Card/fc_bpm/remo…

Hi Trevor, Thanks for the update - I will have to take another look at the bpm card nodes. However, what we are looking to do now is just add the change to the board at the outset of the request, then we will move the card manually on the board, so as long as this is done manually it retains the tailored data we have in the details (activities are not mandatory as yet on our processes, and I am struggling to get buy in from the Users to utilise activities so I had to look at another way we can manage the data in the board). So the only thing I need to resolve is the removal from the board at the end of the BPM, this appears to throwing an error at the moment Many thanks

Bump for the above, along with another question: I have setup our Change process so that the request gets added by the BPM to our Incoming Lane, then we are manually moving the card within the Change board. However, when the request is completed and the BPM reaches the remove card from board Node I am getting this error: Xmlmc method invocation failed for BPM invocation node 'stage-b58b4204/flowcode-1653adb0': 0200 apps removeCard FlowCode Exception (com.hornbill.boardmanager/entities/Card/fc_bpm/remo... I am presuming we can just have an add to board and remove from board, and we would be able to manually manipulate the data within the Change Board? Many thanks

Hi James Thanks for confirming. I was not aware of the search function (or I had buried it somewhere!) so this is great - I will communicate this out to all Users Many thanks as always

Hi Sandip - it seems to be indicating there are no available licences on your instance - you can check number of licences under the below location so I would check there to begin with Many thanks Adrian

Hi James, brilliant, thank you for confirming. We will factor this into our configuration and perhaps look at other triggers to alert the manager until this is implemented Many thanks as always

Hi Chibamba we had the same issue with our service desk seeing email and resolution snippets for other teams (as well as other teams request list views) - this was because I initially added them as a member of other teams where they needed to view a request, or provide support to customers calling into the Service Desk. However, I then realised through configuring All My Services we could still access requests where the team has been added as a supporting team on the service portfolio setup without them needing to be a member of teams they support, and therefore seeing any associated snippets and request list views. I am unsure of your configuration so you may not have made this mistake like myself I am currently unpicking this and advising the teams how to access requests going forward using All My Services as the source for checking on requests they need to support or provide an update on (very handy for our Service Desk as they are our phone portal into us, and most supporting teams do not take phone calls).

Hi All I note we are now able to search for a request by just using the end digits (e.g. SR00012345 just enter 12345). However I note this only works in the request list filter and doesn't appear to work in the top filter (image below) - is this the expected behaviour or should we be able to search in both with just the end digits? Many thanks

Hi James, Apologies but I have another question around this posting. So as you may well be aware we currently have 3 domains coming into our MSE instance of Hornbill so we have a mixture of teams where the manager is under one AD, and the staff sit across all the 3 ADs. I know the auto escalation to an Owner's manager pulls this from their Hornbill Profile which comes from the AD LDAP sync. The issue we would have here is we cannot add other domain details, so if we activate auto escalation rules, Hornbill will send the email notification to the associated manager which of course we cannot set to just one AD so we could potentially have these email notifications going to 3 different emails albeit for one person. Our managers only logon to the desktop under one logon, and use just one of their mailboxes as their main mailbox and would not use the mailboxes on the other 2 Active Directories so we are unsure how we would handle this? This is also why I had suggested using the manager in the owning team as the driving data for the notifications, rather then the manager loaded to a Users Profile from the AD sync Many thanks !

Hi Andy, first thing I would check is to ensure the LDAP process has run as expected. If it has run with no issues, there should be a log file to review which hopefully would shed further light on the 2 missing users (Our log files sit on our servers where we run the LDAP service from so I would presume your setup may be the same) Thanks

Hi Mohamed, This issue appeared to go away following a recent update to Service Manager so I just presumed the issue with assets also affected how the PC forms were functioning. I have since tested this and it is behaving as expected now in that if we do not have an associated asset it lets us find one, and if there is an associated asset which we do not click 'link' on it advises we must associate an asset. Most importantly though, is it will not let us raise a call without attaching an asset ! So in short all appears to be working now as expected, apologies for not updating you NB I think the update it worked after is: New Update: Hornbill Service Manager (1993) Many thanks

Hi James, Thank you for the comments - now you specify the separation of Priority and Service Level here, I can see how both would work in tandem. I am already working on inserting some prioritisation questions into the catalogue items to auto set the Priority, so I will make this part of this rollout as well. Currently we only have 2 catalogue items where we ask some questions to set the priority in the BPM dependant on the responses, and I can see this is key to implementing this new feature for the teams as correct prioritisation at the outset of raising a request negates some of the need to set this in the SLA escalation logic. Many thanks as always

Hi David, thanks for the above - I had an epiphany moment and realised we have set our timings incorrectly as we have not considered the expiration of the overall SLA timer, and have treated each priority level as if they have a fresh timer reset (which of course would not happen). So I will revisit the timings and test again. Out of interest I would be interested in how this is configured / used by others, as I can see issues with how to configure it as we want to raise a requests priority level if the request starts to breach, but of course as the priority level rises, the timers for response / resolution become shorter. So in effect how to raise a priority 5 up levels but taking into consideration that the next priority up has a shorter Response / Resolution in place. Many thanks as always

Hi Scott - you should be able to configure target hours in the SLA as below - this shows the target hours for resolution for each priority level. Any new SLA you setup will only apply to new requests raised against it, it will not retrospectively update existing requests under the old SLA, and amending the existing SLA again will only apply to new requests raised against it once it is amended, Thanks