[Copy request details form to another service]

@chrisnutt, no, that didn't happened to me, although sometimes it seemed that the "apply changes" didn't applied it but, as I was already at the end of a two days task on doing the same repetitive thing in +80 new request sub type catalog items, I just thought the problem was me, already desperate to finish that task. I have, however the feeling that what you described happened to me once or twice, but it could be me almost hallucinating

 

[Exporting Service and Catalog items?]

@Lightsource, glad to help  

[Timesheet Manager Usage Feedback]

11 minutes ago, Martin.bowman said:

what table the timesheet sub categories are stored in, I can't locate them anywhere?

Both categories and sub categories are stored in the same table: h_timesheet_category

 

 

 

[Exporting Service and Catalog items?]

4 minutes ago, Lightsource said:

How have you done this? do you have an example? 

Try this one, importing it into a new report.

 

extract---service-catalogue-example.report.txt

[Timesheet Manager Usage Feedback]

Hi @AlexTumber, we use it in the same way as @Martin.bowman described. 

[Exporting Service and Catalog items?]

Hi.

We have that done with a report. Give it a try.

[Copy request details form to another service]

@chrisnutt, lucky you. I had to make it to +80 services last week  

 

[Force a retry of queued emails]

*URGENT*

We'll need to set our outbound email to office 365 by June 13th as we are still using our expiring outbound email relay server.

Is this something Hornbill could add? A setting or a feature that allows the emails to be forced to retry in some situations (like this exception).

We are trying to arrange a limit override with MS, but this setting would avoid Hornbill customers with higher email traffic to do this.

 

[Snippets on Update action tab]

@James Ainsworth, is this something that could be implemented?

I have a few analysts requesting it and it seems to be useful for our community members.

[Snippets on Update action tab]

+1 for us, please!!

[Set feedback on change requests?]

Thanks, @Deen

But I believe that this has been defined when the option to set CH visible to the service portal was not available. Now, that it's available for some time, I think it would make sense to allow the same for CH.

Could this be set as an enhancement to the application?

 

[Set feedback on change requests?]

Hello.
Having the ability to set the change requests to be raised through the service portal in Service Manager – turning on the guest.servicemanager.portal.additionalRequestTypes.change setting in the Service Manager – we are planning to have some services with catalog items where we want the change requests to be raised directly by users and for them to have access to it in the service portal, as this setting seems to be designed for.
While configuring these catalog items, I cannot find where to setup the customer feedback for the change requests. It seems that change requests are not supposed to have feedback from the users - which I understand if they weren't available to be raised by users - but, if they are being allowed to be raised in the service portal, wouldn't it be logical that it was possible for user-created change requests to allow feedback?

Regards,

Alberto

[Escalation Events and highlighted requests on list]

Hi @James Ainsworth

I agree with you that the escalations are a very important update to a request, but we are using escalation email notifications to the owner (as well as other owner's team members, depending on the SLA breaching severity), so, the owner is aware that the request is about to breach SLA or have breached SLA, but the "updated by anyone" concept of the colored list request get spoiled by this turning it to almost useless, as analysts want to see quickly if there was someone - a person - updating any requests from his/her list. 

As these updates are generated by triggered SLA breaching and not by BPM automations, a global setting to turn this on, or off, could be nice.

Cheers,

Alberto

[Escalation Events and highlighted requests on list]

Hi all.

As per the Hornbill Wiki, a request appears in color in the requests list for "Requests which have been updated by anyone but the owner of the request, and the owner has not yet read the update."

I have the escalation events that are generated having impact in this in a way that, if an escalation event is triggered, it updated the request timeline and acts as if a real person had updated the request, which makes our analysts to not trust the colors in the requests list.

Is this supposed to work like this? Is there any way to avoid the escalation events to update this? My colleagues are expecting that the colors only change when a real person updated the requests.

Cheers,

Alberto

 

[Issue with Timesheet]

@AlexTumber, 

is there any schedule to have this issue solved?

 

[Unable to add auto task to custom button]

@HGrigsby,

please check this

"Please note in order to add auto task processes to a custom button you will need to create a new custom security role, level of user and assign it rights to the following database table - h_sys_custombutton_config. Any user who is required to configure custom buttons to add auto task processes will need to be assigned this custom role. This custom role will become redundant in a future Hornbill update."

Here: https://wiki.hornbill.com/index.php/Auto_Tasks

 

[Manage custom buttons not showing all buttons]

@Steven Boardman

It's strange, because I have the list filtered. First image: the list from the "Manage custom buttons" when I have opened two different requests that have different conditions. The two other images are from the two custom buttons with conditions set.

 

[Manage custom buttons not showing all buttons]

Hi.

I have defined a couple of custom buttons for the request page and I've set some conditions for these custom buttons to appear or not depending on the Service ID and request status. This is working fine, so the custom buttons appear or not depending on the conditions. 

What I think is not working fine is, if I click on the "Manage custom buttons" button, it doesn't show all the buttons to manage and apparently it applies the custom buttons filter to the list of buttons to manage. Like this, if I want to make changes to a custom button, I need to open a page where the filter is applied to that custom button.

Is someone else experiencing this as well? Can you check if you can reproduce this?

Thanks,

Alberto

[Help on resetting custom field value]

Hi.

We have a few request custom fields defined to work as check boxes and I'd need to reset the value of these fields in a Hornbill Automation node but I'm not having success. I can set them to "true", but I need to "uncheck" them. I believe this needs to set them as null, but I'm not figuring out how can I set it? What should I set in these fields?

Thanks a lot for any help,

Alberto

 

[Timesheet entries are not saved when updating a request with time spent]

On 2/4/2020 at 5:04 PM, Martyn Houghton said:

Timesheet entries are not saved when updating a request with time spent

Hi. I'm having this issue as well. Any update action I add to a request where I add a time to the timesheet, adds no time.

[New Service Manager UI]

@Deen, I've just received this from a colleague.

This colleague has two tabs opened in the browser - she usually keeps two tabs opened while working with different views in each one - and in one tab, as she didn't refreshed it, she kept having the workspaces notification icon, while in the second tab, that has been refreshed, the workspaces notification icon doesn't appear anymore.

Is this workspaces notification icon supposed to disappear in this new version of the UI?

 

Regards,

Alberto

[Set a "Date from" parameter?]

Hi

Do you know if it's possible to create a field/variable/parameter within Hornbill where we store a "date from" that can be used in all our SQL filters in measures, widgets, reports. For instance: 
 

    h_requesttype IN ('incident', 'service request')

AND h_fk_serviceid IN (123, 321, 112, 322)

AND h_datelogged >= {date_from}

 

With this, if needed, changing this field/variable/parameter, would have immediate impact of the existing filters.

Thanks

Alberto

 

[Custom Button - Conditions "Show Button if.." enhancements]

... and what about having "greater than" and "less than"?

 

 

[Feature Request - Request List - Linked Call Indicator]

+1 Agree!

[BPM Custom Expression - extend criteria to all specification of multiple values, aka 'in']

YES!!!!
No more spending hours on this, when I need to change or add something!


 

Thanks,   @Martyn Houghton. I was on my way to request this but you anticipated it.