Adrian Simpkins

Hi Victor The User(s) have the below roles allocated - they are advising me that this function seemed to be no longer available from about 6 months ago. Copy of their roles in below screenshot - the roles seem to match the expected from the webpage https://wiki.hornbill.com/index.php/What_Service_Manager_Roles_exist%3F

+1 for me also !

Hi Martyn Thank you. I have checked the email node(s) and they all appear to be set correctly. Image of 1 of the 3 email settings shown below, all 3 have the same settings (same as emails earlier in the BPM which are trigerring correctly as expected i.e. New Call Logged, Call Resolved. However, i have inserted a timeline update as below screenshot, and now the script appears to have completed all the way through to closure! So of course, thank you for your gudiance. As an aside can you advise at all why adding these timeline updates has enabled it to complete? Both of the timeline updates are after the decision node logic so I just wanted to understand how adding these resolved the issue. Would I need to include these timeline updates in all scripts that will use this flow? Many thanks for your assistance !

Hi Martyn Image of HUD below, it appears it is not moving onto the Request Complete stage. I have also included a screen shot of the next stage (just in case). Many thanks

Hi, On our current live instance of Hornbill named MEHT, it appears that the Users have lost the function to reopen a call whilst it is in a Resolved status (normally shows the reopen option when selecting the Resolve button). I have looked through the settings as I thought it might just be something that has been turned off in error but could not locate it. Can anyone confirm if this funciton is a setting within Service Manager Settings, and if so which setting it would be please? Many thanks

Hi Martyn I could only see Status in the flowcode picker, and not RequestStatus ? I did find a Request Status under the Suspend - Await Status Change - 5 Working Days, but this shows a value of newStatus rather than RequestStatus? Screen shot below. NB These were old scripts that another team member setup at the initial setup of Hornbill and already had RequestStatus set in this field - I think i selected Status when updating it as I could not locate RequestStatus then either. So I amended both as per the below screen shots, then run a new test script and got the below error. FYI The error did not expand the text any further when I clicked on it. Many thanks

Hi Martyn Thanks for the above - I have updated the Timeline node as suggested above and have run another test call to see what happens. So I am no longer getting the large error above, but now I am getting the original error 'No Matching GoTo If Found'. Screen shot of the timeline update is below including the 2 previous updates on the timeline Thank you

Hi Martyn Screen shot below - the error does not expand any further when i click into it, just the text copied above. Many thanks

Hi Martyn Ah perfect, found them now, Many thanks (again!)

Hi Martyn Our instance has come back to life (not sure why wasn't available earlier) and I have now tried the amended script, and now it is failing again with an error : Xmlmc method invocation failed for BPM invocation node 'stage-070fd218/flowcode-67d2775c': 0200 apps updateReqTimeline FlowCode Exception (com.hornbill.servicemanager/entities/Request... I added a Get Request details, and a Timeline update before the decision node, but now giving this different error rather than No GoTo If found. Any ideas please?

Hi Earlier today whilst I was raising some test calls to checkout a script our live MSB instance URL became unresponsive - I was in the process of raising this to the Support Team, but it appears that the instance is now responding as expected. However, I raised 3 calls (references available if needed) but I can not see these in the Request List at all, but can see them in the My Services User Portal under My Requests. I have tried searching for these request(s) but can not locate the calls when searching. How would I locate these 'orphaned' requests and get them back into the request list to action please? Many thanks

Hi Martyn I have amended the BPM, but it appears that our MSB instance is not available. I raised 3 calls ending 340/341/342 and they were not appearing in the New Request List, and now I am unable to get any response from the URL - not getting a timeout, or error, literally just sitting there with no response! I have emailed the Customer Care team to advise. Once it is available again, i will let you know what happened with the above Many thanks

Hi Martyn, Thank you for the response. I will insert a Get Request node and let you know what happens. I did start putting a Get Request in but as there was one eariler in the script I was questioning myself ! I will try now and confirm what happens Many thanks

Hi, Our vision is to have our requests auto close after a 5 day period once the request is in a resolved status - this is achieved via an email sent to the Customer with a link to reopen the call if the resolution has not addressed their issue. I have set a decision node to check the status of the call after 5 days, and if it is reopened by the Customer it should loop back round for a review of the resolution, or if the Customer has not reopened the call it should check it is still in Resolved then move to the final stage to send a closure email and auto close the request. However, i am unable to get it move to the closure stage so can anyone advise where I am going wrong please? I have included a screen shot of the BPM as below. The Request Reopened node has a custom expression: 'Flowcodes->RequestStatus==Status.open', and the Request Still in Resolved Status has the expression 'Flowcodes->RequestStatus==Status.resolved'. I am getting an error 'No Matching GoTo If Found'. I have also set this code with a value of 'RequestStatus' from the FlowCode picker and this is kicking back a larger error but I think this is due to the decision node logic. Can anyone advise at all please? Many thanks

Hi Steven Thank you, at least there is a solution, I will have a read through Many thanks

Hi, I have today come across a problem where we have a manual step in one of our existing Hornbill instances on all associated BPM's, which requires the User to confirm if a Customer is happy with the resolution of a call. Unfortunately it appears that when this instance was made live back in 2016, the Users were advised the call would do this part automatically and they were unaware they should have actually reviewed each call to move it to a 'Closed' status. So I wanted to ask if we amend the existing BPM's to have an auto closure step, will this take effect on the calls sitting in the Resolved status and retrospectively move the status to Closed? From what I have read I do not think this would work, but wanted to double check! If this is not an option, I presume we would have to look at having a bulk update of the calls all set still with a status of 'Resolved' directly on the database? We have over 7k calls sitting with this status since the instance went live in 2016, and ideally I want to correct the status on the calls. I am changing the existing scripts so that all future calls auto close as expected by sending an email to the Customer giving them 5 days to respond if the resolution has not fixed their issue rather than having a manual step for Users. Many thanks

+1 from myself too.

Hi Steven Just to confirm I have mapped the data as shown in the guide, and all displaying as expected! Many Thanks

Hi Steven Ah thanks for confirming - that will be why I couldnt find anything on the Forum/Wiki ! I will have a read through the above to see how I can configure the templates to show the data I need. Many thanks

Hi I am working on building some email templates to work with a new BPM/PC. I have managed to populate a number of the fields with no issues using the Variable list email supplied with the out of the Email templates, as well as reviewing the Variable picker from within the email designer screen. However, I am struggling to work out the variable I would use to display a Customers responses to the questions posed in the PC (I am setting up an auto email to forward the Customers response for review for Information Governance purposes). Is there a full list of Variables within the database anywhere I can view easily, or can you advise what Variable I should enter to display the data? I have the form name, and the field names within the form - just need confirmation what I should set as the Variable to display field 1, field 2 etc Many thanks

Hi Steven Thanks for the above I will have a review, at the moment I just have a readonly form displaying the contents of the document, and the User is advised clicking Next is confirmation of their acceptance so I have a temporary solution but the above looks more suited so I will have read through. Many thanks

Hi We have a requirement where we want to present a Customer with some Conditions of Use as a pre-requisite before they move onto the actual Progressive Capture questions - is there a way I can upload this document in Document Manager, then call this at the start of a request and offer a Customer a message like 'Please read the displayed document then confirm you have read it below' ? I could not see how I might be able to call this as part of the PC. Many thanks

Hi Steve Thanks for the clarification, appreciated. So if the default mailbox desription above is for User generated emails rather than automatic emails, and I set just one mailbox on the Service I would just need to ensure the User has permissions to that mailbox for the auto email function to trigger correctly - perfect ! Many thanks!

Hi I wanted to see if someone could just confirm my understanding of how a default mailbox will be utilised within Hornbill. We have 3 different Sites where our staff will be raising requests from, and each site has it's own local mailbox. I note that the explanation of the default mailbox states : Define which mailbox any manually sent emails will be sent from on requests logged against the service If no mailbox is selected then manually send emails will be sent from the mailbox selected by the agent sending the email on the request raised against the service Agents need to have the rights to send emails from the default service, otherwise it will default to a mailbox the agent does have the rights to send from Agents can manually override which mailbox emails are sent from when sending emails manually from a request logged against the service if they have the rights to more than one mailbox So I just wanted to confirm that if I do not set a default mailbox on a Service, the email should default to a users default Site email ? The reason I want to confirm this is ideally I want to use the same BPM / PC's for each Site, and offer one service rather than having to setup a service for each site with their local default mailbox specified. Many thanks

Hi Steven Thank you that worked perfectly, I thought it was the condition parameter I was setting incorrectly ! The script is now popping up the questions like your example and it is exactly how I wanted it to display. Many thanks again, much appreciated