aykut.boyraz

Thank you also @samwoo that makes sense. Appreciated!

Thank you @Jim, that has worked!

Hi, I would like to create a new widget to count the number of emails we have in our Inbox folder. I've tried to follow the post below, however, this has not worked as I'm not sure which column name to use: I'm using a Widget > List of Counters with the attached query. Can you please advise where I'm going wrong here? Kind regards, Aykut

Hi @Joshua T M, We've been having the same issue all morning. Most emails have been failing and we've been manually re-processing them. We've raised it with Hornbill Support who have just advised us that Cloudflare were reporting intermittent DNS resolution issues this morning which is now resolved. If your emails are now working again, it was probably due to the issue with Cloudflare. Regards, Aykut

@Jim @James Ainsworth Very helpful, thanks both!

If we need to update the name of an existing team, will we need to update the workflows where this team was referenced? or would it automatically update these workflows?

Something like the attached.

Hi @Victor, We use Human Tasks to guide and instruct our analysts to ensure process steps are followed correctly. In some of these HTs, within the Task Details, we have listed items. As it stands, when a "list" is updated, we have to manually update every HT with a list in. To avoid this, I wanted to see if it was possible to use a Simple List. This way, we can only maintain the Simple List and be confident that all of the HTs have been updated correctly.

Hi, Is it possible to add a Simple List into a Human Task? The idea is to use a single list that we can keep up-to-date rather than multiple Human Tasks. Regards, Aykut

Thank you@Victor

@victor Just 1..

Hi @victor, The BPM is in use, a ticket has been raised against it and I need to change it so it doesn't do what it was designed to do.. essentially, i need to break the BPM to not send the email, without cancelling the ticket. Regards, Aykut

Hi, I wanted to know if it was possible to bypass/remove/update a human task within an active BPM in order to prevent the automation to send out a mass email. The primary focus is to prevent the email from going out, therefore if we cannot manipulate the BPM to achieve this, what else would you suggest we do? Thanks, Aykut

Hi @SamS Thanks for the explanation. Can you precisely define "quite large" for the benefit of our Change Board, please? We need this information in order to push through an implementation Regards, Aykut

Hi @SamS, 1. "ServiceNow/Customer Service Management/Cases/Create" is the method being used. 2. Fair; but wouldn't the fields within Hornbill have a limit as to how much data it can hold? 3. Character limitation as in, the number of characters it can hold. Ie looking through your Wiki, i can see that the custom fields are limited to 255 characters. I wanted to know if there was a similar limit for the 'Short Description' and 'Clause'. Happy to discuss on a call if you prefer. Thanks Aykut

Hi, We are using the iBridge node to transfer information from Hornbill to another system. Can I find out the character limitations on the 'Short Description' and 'Clause' fields please? Thanks, Aykut

Thank you for the suggestion @SamS; we have gone ahead and tested this with a range of different roles (including any REST_Service roles) but unfortunately, we are unable to perform a successful test (yet again, this all works when tested through the Postman app). The only successful tests via Hornbill occur if the user is given an "Admin" role in ServiceNow. Can we possibly see the API code that's being called to possibly help diagnose the issue?

Thank you both @Steve Giller @Martyn Houghton

Good morning, Can you please help clarify whether or not the SQL Contact Import process can be used to bulk import external users as Guest Accounts while setting their Logon IDs and confirming access to the relevant portal? I have taken a look through a number of Wiki pages but could not find a clear answer for this. Thank you, Aykut

Hi, We are currently working to integrate Hornbill with ServiceNow; however, due to an error relating to user permissions, we cannot proceed. The user configured for us in ServiceNow has been given the “sn_customerservice_agent" role - which is deemed more than adequate to raise basic tickets in ServiceNow. However, every time we try and raise a Case ticket in ServiceNow via the API, we receive the following error message: We replicated the API via the Postman app and successfully raised multiple tickets in ServiceNow. This being the case, our ServiceNow contact was under the impression that Hornbill may be requiring additional permissions to complete the process. In order to test all scenarios, this user was given the “admin” role. This ‘rectified’ our issues and we were able to raise the required tickets in ServiceNow (giving Admin is not an option in the Production version). I wanted to see if anyone here has experienced anything similar and if so, which additional ServiceNow permission did your users require? Kind regards, Aykut

Thanks @Martyn Houghton, Did the Steve's suggestion work for you in the end? Regards, Aykut

Good afternoon, We're working on building an API that can enable us to raise tickets between two ITSM tools. The API body requires the "customerID" to be provided, however, as both ITSM tools would not be using the same contact database, how can we only use the email address to identify (and auto amend) the correct customer to the ticket? The customerID for internal users are the same as their email address (which is perfect), but as this is not the case with external Contacts, we need to know their ContactIDs (customerID). Thanks Aykut

Thank you @Victor We have scenarios where we would like to automatically email or change status at the start of the day or at close of business. We had this configured where currently the node suspends the process for a day - this was set at 8hours - before it continues on to email or change status. However, the suspend node now depends on the completion of the previous node. While this was meant to be suspend until the close of business, it suspends for 8 hours (business hours) from the time the previous node was completed. Therefore, the BPM is usually suspended until midday the next day. We would really like to have this configured so that it can do certain task at precise times. Looking at the different tasks under this node, there is an "await expiry" with "Expiry Date/Time" as an option, would this not work? Regards, Aykut

Good afternoon, We are currently using a suspend node to suspend the BPM for a certain number of hours before it automatically continues on with the process. Currently, we are using an expiry timer to set the suspend period. Instead of using the "Expire period" timer, can we configure this node to suspend until a certain time in the day? Ie for the BPM to be suspended until 5pm? Regards, Aykut

@Steve GillerNope she's definitely on point! Thank you again @Mary