aykut.boyraz

Good morning @Mary, Thank you! A quick test showed me you hit the nail on the head with that!

Good afternoon, I am using a 'Log Requests' node in order to generate a separate ticket. I need to be able to specify the Service and Catalog Item. I've populated the relevant fields within the node options as follows: This unfortunately does not pick up the specified Service + Catalog but simply re-raises a new ticket using the same BPM as the current ticket. Can you please advise if im missing something here please? Kind regards, Aykut

Good afternoon, I wanted to know if it was possible to use an API to raise a new ticket in Hornbill, without selecting the ticket type or the BPM in advance? Essentially, we would like to be able to review a request and then decide on which BPM to use (as we would do with emails). This is to prevent any errors through automation and to reduce the number of tickets raised per issue. Kind regards, Aykut

Good morning @Steve Giller, First of all thank you for your guidance; I was able to map this to a custom field as required and pulled the required information. One thing I would like to point out/ask is that the "date received" that is being pulled from the email in an US format (YYYY-MM-DD) while the on the email, it is presented in the correct UK format (DD-MM-YYYY). Is this something we can change? One other thing is that the date/time being displayed has a "Z" at the end of it (see attached). This is not visible in any of the back end processes therefore slightly confused as to where this is coming from. Kind regards, Aykut

Good morning, I am trying to build an email template that will display time/date of the initial request email (not when the ticket was logged). For example if we receive an email out of hours from a customer who is not on the system, the email will not auto-log, but wait until the next business day to be actioned. Where we need to communicate with external teams, we need to provide the original time and date of when the request was made. Is there a variable that can be used directly or would I need to map to a custom field and use that? (if so, what do i need to map?) Thanks in advance, Aykut

@Victor Thank you for your response; no, I haven't tried these, but looking through the Wiki page you've provided, it still seems like you will have the Outcome button and then another entry to do. I just need the analyst to be able to make a choice from a drop down list based on the investigation carried out. The Human Task is exactly what we're looking for but we need more than 8 options.

Good afternoon, I'm working on a BPM where, at a certain point during the investigation stage, the analyst is required to specify the "issue type" for the ticket in order to allow us to report on issues more accurately. I decided to use a Human Task (HT) node to capture the "issue type", however i've quickly found out that the outcomes of a HT node are limited to 8 items. This is a concern as we have many "issue types" and we do need to be able to specify this at this point. This being the case, I decided to look for an alternative way to achieve my goal. As the HT node allows you to use a Capture Task Field, i figured I will create the "issue type" list as a Simple List and load it into the Capture Task Field. Upon testing, I can see the list of "issue types" while still being presented with the HT outcomes. This being the case, as a cleaning exercise, I decided to remove all of the outcomes and only use the list. But of course, this was also not achievable as the HT node has to have at least one outcome. So currently my Human Task has a list of "issue types" plus an extra Outcome button (which doesn't look pretty at all). This being the case, I want to ask if anyone knows how to either clean up the Human Task so it's only the simple list, or another approach where it works exactly like a Human Task node but allows me to chose more than 8 items. Regards, Aykut

@Steven Boardman dude you're a star! Totally appreciate your support! I have scheduled some time in this afternoon to look at this. Once i've had a go, I'll let you know how it's gone. Thank you!

Thank you for your quick response @Steven Boardman, I unfortunately don't fully understand how to do the first two steps of your advice: "* Use update request > Custom Fields - use the variable picker to inject the value from the task custom field * Do a request get info" Is there anything i can read up on that can help me understand and configured this correctly? On the second point, I do believe we have the the iBridge Module, but at this stage, I don't think we want to spend too much effort setting this up - as we do not know when this will go live at this point. However, we can definitely think about this as a CSI piece. Regards, Aykut

Hello, We have an incident process which is set to pass on the ticket information to another Service Desk team at another company. Upon receiving the email from Hornbill, their system is set to auto-generate a new ticket and email back their new ticket reference. As we currently do not have an API connection between the two systems, we've created a manual tasks for our analysts to manually capture the this new reference and add it to our Hornbill ticket. What I would like to be able to do is to then use this reference number to add to the end of our email subject line for it to auto update the correct ticket on their system. Within the Human Task, the field requesting the new system's reference number has been configured in the following manner: I have come as far as having the Field ID for the entered reference number but not sure how to progress further. Do I need to map it to a custom field and then use it in the Subject Line? Or can i use the Field ID in the Subject Line of the email template? Thanks in advance. Aykut

Hi @Simon Sharkey, Thank you for that! That definitely gives us a new option to explore. Although the primary Service Desk team have auto-routing rules to manage their Hornbill generated emails in Outlook, the wider team who've asked for visibility of all tickets were overwhelmed when the notifications were turned on for them. The advice given by @Steven Boardman does make sense and once i've had a chance to fully test, I will hopefully be able to confirm. Regards, Aykut

Hi and I appreciate the advice @Steven Boardman, It definitely makes sense but I have not had the opportunity to fully test this, once I have, I will let you know. Regards, Aykut

Good morning, I had an enquiry around the guest.app.requests.notificationType.assignmentTeam setting which we've asked to be turned on from day one to ensure the whole team is notified when a ticket is assigned to a Team. Recently, we have been asked to make these teams available to other team members in order to enable ticket visibility across the whole system. Doing this however has caused these users to received a large number of emails. With this being the case, we have reverted the change and taken these users out of these teams until we understand how to correctly configure this. I've raised the suggestion to simply change the guest.app.requests.notificationType.assignmentTeam from "both" to "none", but I was advised that we require these notifications for the Teams therefore we cannot simply turn them off. I would like to know if I can keep the guest.app.requests.notificationType.assignmentTeam setting set to "Both" but not include some members of the Team to receive these notifications? Regards, Aykut

Hi, I wanted to understand if it was possible to have a node within a BPM that can change the BPM according to things like for example the priority. To give an example of what i'm trying to achieve; we have a Major Incident BPM that we would like triggered if a ticket is priorities as a P1 or P2: So if the ticket is prioritised as a P1 or P2, the flow will go down the Major Incident route and change the flow to the Major Incident BPM. This way, one generic Major Incident BPM could be used across all services. Feel free to ask questions if I have not made myself clear. Thanks Aykut

Thank you @Victor, My concern is around the workspace/workflows - having a large library of these, whom most of which have been created by the leaving member of the team; what would happen to the Workflows that this person owned and have not been reassigned? Would they stop working? As we are an external facing service, we don't want to make any changes that may impact the live service.

@Victor please advise.

Hi, We have recently had a leaver in our team and we are in the process of removing him from all systems. This being the case, we wanted to demote the user to a Basic user in Hornbill before removing his account completely. When I go to demote this user, I am given a warning to inform me that we will lose all personal items with the account. Before I take an action that can't be undone, I wanted to understand what this would remove. This user was involved in creating most of the workflows within Hornbill therefore would not want to lose anything.

Thanks @TrevorHarris

Hi, Is there a way to export the whole Hornbill document library in one export or do you have to download each document individually? Thanks Aykut

Hi @David Hall Thank you for the information. I will go ahead and see what I can put together with the information you've kindly provided. Regards Aykut

Hi, We are a ServiceDesk team working with a number of smaller "resolver" teams who are responsible for different systems. We would like to know if it is possible to be able to configure alerts where the owner of the ticket is alerted when the SLA timer reaches 30%. And another alert is sent out at 80% to our ServiceDesk team in order to chase the owner of that ticket. Not sure if i've explained it well enough but we're very precious around SLAs and we would like to be made aware where and when SLAs are being breached. Regards Aykut

Hi @Steven Boardman, I have not heard back from anyone regarding the grey background issue on bulletin images. Any chance we can get someone to look at this again? Regards Aykut

Hi @Steven Boardman, Thank you for your response. Bulletins have only been activated for the Service portal thus far; therefore the issues we are raising are directly with the Service portal. 1. We've checked this on numerous systems with different browsers to disregard it being a system/browser issue but it hasn't resolved the issue unfortunately. 2. Thank you. 3. That's a shame; can this be put on the list as an enhancement request? 4. Thank you for that, I will do some testing and see what I can come up with. Regards Aykut

Good morning, We have recently started testing the use of bulletins for our customer portal but have had some questions/issues with some of the configurations we've wanted to use. 1. Why is the images on the banner greyed out? - we are trying to design our portal so it has a consistent look and feel. Since we've started using bulletins, the banner images are greyed out and doesn't look right with the rest of the page. I can't see how this adds any value at all. I would understand if it was only the right and left ends of the image to highlight the manual arrows, however, this just messes up the look. Is there a way to change this? 2. Shadows on Texts - For some reason the text displayed on the bulletins have shadows applied to them even though this was configured to be turned off. We've tried a number of things but was not able to remove it: 3. Banner roll/switch timing - How can we control how quickly the banner images roll/switch? We have been asked to change the speed but cannot find the configuration to do so. 4. Text formatting - Is there any other wiki markup guides besides https://wiki.hornbill.com/index.php/Wiki_Markup? We are not very experience with wiki markups and this page hasn't been much help so far; ie can we specify other colours than red / can we use a colour codes to make it the exact same colour as other texts on the page etc? Looking forward to a reply on this. Regards Aykut @David Longley