AndyHill

@SamS thanks for the response I did start down the regex path but again I could only seem to identify that what I was after was in there. I couldn't pull the information out after seeing it, just a confirmation that it found it.

Two questions. 1. Is it possible for us to get a copy of the powershell being used in the PRTG ITOM package. We have noticed the resume does not working correctly and would like to be able to adapt the current ps1 file being used. 2. Is it possible to extract information from an email into a variable in Hornbill. I have tried using the string utilties and this only seems to tell me the string exists but is not able to actually extract the specific bit of text.

I have created a new email Routing Rule but it appears to be getting ignored. I have several other Routing Rules that are working correctly. I know the syntax of the rule is correct as if I set it to Use Mailbox it operates as planned but if I set it to Use Operation to raise a New Request it does not work. Anyone aware of any issues or come across this previously?

@Keith Stevenson See below. Here is the incident in results. And here is a Service Request containing the same string in its timeline but that doesn't come up in the results.

@Keith Stevenson thanks, I can now see the incidents with my string coming up in the search results but still not seeing the service requests.

@Rob Gething if you change the owner of one of your devices are seeing it get changed back when your script next runs. I am not seeing changes myself.

Not sure if related to last nights updates but we are no longer getting results when searching for things in timelines. This is rather critical right now as we have the auditors in. I have specifically added a string of text to several timelines but when I search for the string of text I get no results.

@Rob Gething thanks for the post with the help of Sam I have been able to get this working now.

@Victor Thanks. I knew someone had posted. Forgot it was me.

I have a BPM that sends an email to two different DL's. I am a member of both DL's and can see the email is being sent as two emails rather than just the one.

@Victor any further thoughts?

I am trying out InTune asset import using the runbook provided by @Steve G and it is identifying assets in InTune but then failing to import anything. Before running this I backed up our current asset and then used the Hornbill Clean Up tool to nuke it so their are no assets on our system. Anyone go this runbook work succesfully or offer any guidance/advice?

@Victor I have the 'automation' doing varies things now. Take the below as an example, I have created a service request for members of the Service Desk to elevate a basic user in Hornbill to a full user with the authoriser role. They raise the call through the portal and its get logged to SD Bot performs the below and resolves itself, if it encounters an error it assigns itself to my team to work out why it didn't work. This is one of many 'mundane' tasks that I have automated, we have a big push at the moment to automate work where possible to reduce the amount of work that actually requires hands and eyes from the Service Desk. A big part of this is for directors to easily be able to see this automation which we would do by reporting on the 'Resolve By' field. I know I could create the same result by reporting on 'Owner' and 'Status' instead but I am sure a time will come when we need to report directly on the 'Resolved By' for auditing purposes.

@Victor just checked some other BPM's where i automate the resolution following authorisations and I am seeing the same thing (which I would of course based on your explanantion). Whilst the way this works makes perfect sense it kind of deters from trying to implement automation in to the system as I don't want calls to have resolvers like SYS_SECURITY.

@Victor the biggest issue is for the managers producing stats. They are obviously looking to see stats for resolved by and the SD Bot doesn't really show any and other users who touched the SD Bot calls show increased resolutions even though all they may have done was raise the call. I have advised them that they can produce stats on who owns the call at time of resolution instead of resovled by but they want the resolved by to be accurate.

@Victor thanks that makes perfect sesnse, is there a way to force an update within the BPM from a particular user as SD Bot isn't logged in and therefore can't update the call directly (and even if could this would defeat the automation I am going for )

@TrevorHarris just in case it helps I have just found that if i come out of board manager and go back in the invisible lanes are displayed as new lanes and can be removed. So the problem can be worked around.

I have created an analyst called SD Bot that actions certain activites automatically for our Service Desk. These are simple tasks such as adding users to a particular AD group when the ticket is authorised. What I have noticed though is even thought the call displays correctly as assigned to SD Bot the timeline displays the customer as performing the first few actions and then the authoriser as completing and resolving the call. Owner showing as SD Bot First few actions show as completed by the request raiser. Then once the authorisation request is completed. The call continues but now using the authoriser account to finish it out. I understand some tasks will show as being completed by the authoriser but the one in orange is a timeline update completed by a Hornbill Automation element after the approval stage so why does it suggest Andy Test2 did that when all he did was authorise? Also when i check the database for one of these calls I can confirm it does show the authoriser as the resolver which messes up stats.

If you go in to the design of the board and hit the 'Add New Lane Here' but then change your mind and click 'Cancel' you end up with an invisible lane you can't get rid of. If you click 'Add New Lane Here' change your mind and click 'Remove' then it doesn't create the invisible lane. Problem I now have is boards with multiple invisible lanes and no way to remove them. Please advise.

@Mohamed Thanks that was the setting I was looking for. It turns out my colleague turned that off to fix another issue where a service doesn't have a catalog item and you end up with A bit of a catch 22. We never previously had this issue when the catalogrequired setting was enabled.

Hopefully a simple one but when analysts are creating incidents they are able to progress past the Service List page with only have to select the Service Name and not an actual Catalog. This then errors at the end of PCF with a "Can't load next flow". I don't want users to be able to get past this page without selecting an actual Catalog Item within a service. This is working for Service Requests but nothing else. Previously all would function the same as Service Requests and not allow progress. Has something changed I can't see any config differences between Service Requests and any other type of request.

Is there anyway for us to create custom Data Providers that can be used by the Data Query in a Progressive Capture? As part of our New Starter request if the new headcount is replacing someone we want to know who they are replacing, however, if that users has been archived because they departed long before the replacement they don't appear in Search All Users. I can think of a few other examples where being able to create custom Data Providers would be really helpful.

Our analysts can not assign calls to themselves as the Window prepopulates their name with the assign button greyed out. If they remove and readd their own name it remains greyed out. They can assign to other analysts without issue.

I have noticed I can't perform custom searches/views/reports against custom fields 31-40. They only seem to be avaiable for us within BPM's. Is there any particular reason for this? Also is there a feature (and if not could there be) where I can easily see what custom fields I have used within a BPM. It would be nice to see at a glance what custom fields have been set without having to check each Hornbill Automations.

@Steven Boardman thanks. I had searched that area for assessment and priority but hadn't thought about escalate