AndyHill

For some reason custom icons on the new employee portal are appearing with [object Object]. Is there anyway to tidy this up. I can't see anything in settings.

I want to utilize the Teams post to channel in the Hornbill Integration Bridge. # Problem is it appears the only way to do this is to give Hornbill full access to our Azure infastructure. We are not able to grant all the permissions the app is requesting for security reasons. How can we use a custom Azure AD app registration in Hornbill that only allows the permissions needed to use Post to Channel in teams? I can see that OAuth 2.0 is an available entry in Key Safe but only a Microsoft entry is currently selectable for this integration.

@James Ainsworth as part of the FAQ widget can we have one that rotates through the available FAQ's or presents a different FAQ each day.

@James Ainsworth thanks I worked through them, wasn't too terrible Definitely going to be locking down the resolve on these now. Not sure why it was done originally by my predecessor.

Our BPM's have been built in with an auto closure after a call has sat resolved for two days. This set up works fine but I have recently found one team has been able to resolve calls before all stages have been completed. This has resulted in these calls failing to move in to the closure state. I can select 50 at a time and use the actions button to close them but I have 1374 to close Is there a clever way to script this?

@SamS bad news it not only still doesn't work for the Phone field but the Home Telephone one is now back to showing the [] so its actually gotten worse

Rather than start a new post I just wanted to query as part of the above is there a way to get images included in the update section to go out with the email. If I simply update with an image and no text then I get {{RequestLastActivity.H_content}} in the email which I have solved with the |empty on the variable but I would still like to see images. I have tried a number of the other variables is there one to do this? Or can this be a feature that gets looked into.

I have had reports again from Friday off bulletins on restricted services displaying for all users. Was something changed again or was this not fixed the first time around?

@SamS only trying to import the Office phone from our AD to the Phone field in Service Manager but without the [] brackets if I do this to Home Telephone in Service Manager it does remove the brackets (but thats no good to me).

@Mary @Steven Boardman Thanks both I will take a look at both these. Steve good catch about the weekend, hadn't even got that far in my thinking

I am looking to add routes in to some BPM's that are based off the time a call was logged, this would be used to deal with out of hours calls. I know I can use an Application->Utility->Get Local Time but that pulls down the date and time in one string and I can't find a way to pull just the time out of the string. I need to be able to assess whether the call was logged between the hours of 18:00 and 07:45 so that I can include additional elements inside the BPM such as emailing additional parties or adding it to board. Is there a way to do this currently?

@Mary Thank you! So simple.

Didn't want to post this as am sure its blatantly obvious but I can not find a way to delete a Service from the Service Portfolio. I created a couple of Services to test something and now want to get rid of them. I have already retired them (and this is the way I treat ones that used to be live) but my test ones I want to delete completely. What am I missing? I'm sure there used to be a trash can or something when looking at these.

The Solutions button in Service Manager is very useful but I have noticed that when selecting one of the solutions as the Accepted Solution the limitation of the Resolution tab means all the images are cut out. Viewing the solution looks great. But when selecting this as the Accepted Solution its of no use. Is there a setting that would allow the images to be present in the resolution and the subsequent email? Getting them in to the email that goes out for the resolution is the important part of this.

@SamS just been looking in to this again after reading the below:- businessPhones is coming back as ["#phone#"] (a so-called "string collection"), so now stripping the phone number fields from any potential square bracket and double-quotes. Only "Phone" and "WorkPhone" (Profile) have been "treated" in this way. AzureConf.StringCollectionTweak needs to be set to true use. I can confirm that when I use the WorkPhone setting under the ProfileMapping it does correctly remove the []. Problem here is I want the number mapping on to Phone under the AccountMapping section.

@Tina.Lapere I haven't sadly, what I have had to do is create a new Service in the Service Catalog that contains all the items I want users to see. Originally I was linking into multiple service catalogs but not being able to hide the breadcumbs meant the users could get to things I don't want them too. I still want to hide the breadcrumb as don't want users getting to pages likes the below.

+1 this is exactly same route we are taking. We are also going down the clean route like @Tina.Lapere using links rather than My Services.

Possibly related to the issue reported by @Mike Hillman. We have a service that is only visible to 5 users yet as of this morning all user in the business can see the bulletins set against this service. This was not the case yesterday so seems related to last nights Service Manager update.

I have the following configured. I am expecting this to email the external address and the CC in one email but instead I get two independent emails. One with the to field and one with the CC field. Anyone come across this before?

Afternoon, We are designing our new employee portal with the aim of simplifying it as much as possible for our users. To this end we want to present all Service Request options on one page rather than having users click through in to specific catalog item. To achieve the above I have used the Links widgets and built links to the specific Service Request catalog items. This presents the look and feel we are going for but presents a problem in that I don't necessarily want everyone in the business to see Application Request - is there a way to limit the visibility of a specific link? The alternative is to use the My Services widget which obviously allows to you use the Subscribers on the catalog item to limit visibility but it only presents the parent Catalog Item and not the Service Requests within unless clicked on. Is there anyway to achieve the simple look I am going for whilst also being able to restrict the visibility of certain Service Requests?

@Steven Boardman Spot on! Changing the email template area was the key. Thanks for this and the fast response.

Afternoon all, hopefully a quick and easy one. In our Change Management BPM we have the below element. What I would like to do is upon completion of this element is email a DL with the information about the change and the schedule that was chosen. The question, is there a way to pull the information that was selected in the above regarding dates and time from the schedule? I can't see anything obvious.

@James Ainsworth @AndyG Thanks both. James you are right it does still come up when hovering over the information icon. Any chance we can look to fix the UI element.

@Victor it certainly doesn't cancel the existing workflow so I have built in an end process and set the end process element to complete the checkpoints. This completes the first BP generated and the second BP obviously continues as planned. Only negative is when the user logs a call they initially see the call based on the first BP which then shortly updates to show the new one but that's a minor thing.

@Mary That worked exactly as you suggested Mary but I now have the original BPM sitting suspended whilst the offshoot BPM ran to completion. I tried adding in an abort to the original BPM but get Status : Failed Last Updated On : 10:08 27-05-2021 A processing error has occurred I also tried adding in a End Process but that gave errors around incomplete stage checkpoints.