Adrian Simpkins

Morning - looks like most timers are now applying to new requests this morning, but the requests are still not auto moving to closed after the 5 day cooldown period - thanks

I tested taking a request off hold and had no error occur, but will keep an eye out for any examples reported to me

oooh gawd, now I am panicking ! If you don't mind if you can post any kind of update please. On the plus side none of my Users have highlighted any issues with authorisations as yet (fingers crossed). many thanks!

HI Estie, just out of interest are you seeing issues with existing authorisation requests, or just any new reqeusts raised today? We have a large number of existing requests that use the authorisation process, and I am now having a mild panic I also checked the source of requests raised and I can see some raised as Self Service and Analyst today that have triggered the SLAs albeit just a handful. The large majority of self service requests are missing SLA's apart from these few. Many thanks !

@Steve Giller Hi Steve not sure if this was highlighted but I have just noticed the auto closure on existing Resolved requests appears to have stopped as well. Just wanted to highlight this - none of our auto resolve 5 day processes have kicked in since just after 8am today. Screen grab below shows requests that would normally move to Closed once the 5 day timer kicks in. I have checked the list up until now, and it looks like none of the requests moved to Closed since 8am today many thanks

Hi All, I have a User who has left, and went to remove her access. I know there was a change recently around further admin tasks assigned to a deleted user which has been introduced, and this user has 26 authorisation tasks assigned to them, and other members of her team. There is no replacement as such for her as yet, so there is no new user to assign these tasks to / they are already assigned to other members of the authorising team as a shared authorisation task. My question is how to handle these tasks to allow me to remove the Users access? The authorising team had 4 members, which will be 3 members when I remove this user and there is no replacement so I need to delete her tasks rather than reassign them. Am I able to delete the task from her profile without affecting the other users, or do I have to reassign these to be able to remove her user access? Many thank Adrian

Same for us - no SLA's being applied to new requests being raised today

Thanks Steve - that's a more elegant logical approach! Thank you - I will give it a test and see if that works - many thanks as always !

Hi All, Currently we have a number of daily reports which we send out to a 3rd party supplier to process. The reports are looking for any requests resolved during that day - however, it appears that if a request is resolved and closed on the same day these are not being included. The image below shows the current report filter settings: Ideally what I need to output would be any requests resolved today & any requests resolved today that have moved to a closed status. I have tried the below and ran a test but the test request which was resolved / closed on the same day is not showing in the report. The Resolved ones are correct and match the live report, just not seeing the test request that was resolved/closed show in the report, so I am presuming my filter settings are incorrect. Any advice appreciated as always Many thanks

@Steve Giller Hi Steve, just a quick chaser re this one please - thanks !

I have tried the refresh on the error page trick and it has worked for me as well but of course this will be hard to communicate to all users !

Hi Keith Yes I am available now Thanks

Hi Keith - just cleared down cookies, restarted browser but still same error message showing thanks !

Hi Daniel, still the same: Protocol Error: URL Parser: The URL must include a protocol specifier (http or https). URL: null

Good morning, Myself and all users are getting an error when trying to logon via SSO: Protocol Error: URL Parser: The URL must include a protocol specifier (http or https). URL: null Can you advise further please? Many thanks Adrian

Bump for Hornbill comments please thanks

Hi Steve - just a quick one re the above was there any update at all please? Many thanks

Hi David Thanks for confirming - I will monitor for the update as normal Many thanks Adrian

Hi All Just noticed that there appears to be an issue / duplication of how data is presented in the Routing Rule template admin screen within the Service Manager admin screen. It appears to have a duplication of the data as below: At the 'top of the screen' I see as below - no headers as such just a list of data: Then as I scroll down the data appears to repeat itself with the column headers and a full copy of the data above but including the missing top 2 lines: So in essence I am seeing a repeat set of data lines at the top but missing the line that reads NAME DESCRIPTION etc, and the 1st routing rule named ATP Email Alerts I am presuming this is some kind of display issue? Many thanks Adrian

Hi Armnando Thank you for looking at this - it isn't affecting the live feedback setup, just looks a bit janky with how it displays now> I will monitor for the patch fix Many thanks for the swift response

Hi All Not sure if anyone raise this but I noticed some issues with how the feedback setup shows. When I look at the setup for one of my questions you see Yes / No and a list of options from 1 to 6 (Image1), however when viewing in the Support Hub to complete the feedback I only see the Yes / No answers? (Image 2) Same for the 2nd question where I see Yes/No and the 6 options in the config (Image 3), but when completing the question in the Hub I only see questions 1 to 6? (Image 4) If i delete the extra unwanted labels they seem to repopulate after a refresh Many thanks Image 1 - setup in Service Portfolio Image 2: How it shows in the Support Hub feedback screen: Image 3: Image 4:

Hi Ann-Marie I do not believe there is an easy way to identify which team a request assign's to from within a BPM's configuration from within the admin side without drilling into each BPM to view the Assign to node details. It would more than likely be a case of having to manually review and update your BPM's assign to nodes. You could try doing a report showing any new requests raised against any Service say for today, and see which team it initially assigns to as this should be the team specified in the BPMs, but this is dependent on a request being raised against all of your available services on that day. So even a report showing newly raised today / team assigned to may not pick up your entire catalogue if no requests have been raised against every catalogue item in your Service Portfolio, but it should hopefully highlight some services/catalogue items that need updating. Many thanks I

Hi David Currently I do everything in the system from admin through to portal maintenance - no back up for me as such. Some limited admin support comes from some team leaders / managers but this is very limited so basically its just me to do it all. I have requested support but not gone anywhere as yet. - no coverage when I am on holiday - just some basic support around users not being able to logon to Hornbill - no team to split anything with currently - I support around 80 teams across a number of corporate areas, and have at least 120 different catalogue items across 66 services Many thanks Adrian

Hi Steve Just double checking the external organisation list under the external service subscriptions, and the organisation is still showing as subscribed to the service - it doesn't show in customer registration list though. I have removed it as subscribed to the organisation now. Again I think I presumed archiving the external organisation would remove it from both the registration organisation list, as well as remove it from the subscription in the service portfolio.I think as you mentioned it just intuitively seems natural that archiving it off would do both of these things. Many thanks Adrian

Hi Steve Sure no problem - i added a new organisation under Contacts / Organisation (image 1) and selected the show in org list at Registration (image 2) then added the org as subscribed to our external service (image 3). I then archived off the organisation without un-ticking the show in registration list option - Let me know if anything else required - thanks Image 1 Image 2 Image 3