davidrb84

Thanks @David Hall is this connected to the inability to update FAQs as well?

ditto

Thanks Steve, for anyone finding this later, it seems you need some quite specific roles to see these, linked below. https://docs.hornbill.com/esp-config/advanced-tools-and-settings/entity-explorer

Hi, Does anyone have any info on the types/sizes of the customer fields in the services table? i.e. h_itsm_services there appears to be h_custom_a - h_custom_f. A little trial and error makes me think 100 characters of text. Does anyone know any different. Related to that, is there any info on if markdown, html, or anything is supported for the Service Description, when being rendered on the Company Home?

same here, would be good to have it restored to previous functionality.

Hi All, Am I correct in thinking that when it's enabled, the Text Assist function will only send text snippets to openai when explicitly requested by the users. i.e. nothing will be sent "behind the scenes" such as on page load, or when raising a ticket. I'm making that assumption based on this page https://docs.hornbill.com/servicemanager-config/administration/hai

Thanks Steve, not sure how I missed that!

Only slightly related to the above. How do I find the request insights in the interface? I went looking but couldn't see?

Hi All, We have a separate interface to search and view FAQs from hornbill. I'm looking to be able to have the team use this interface to provide feedback on the content of these FAQs. By using the Thumbs Up/Down (as below) I can't see an API method to use to do this, but I feel like there should be one. Does anyone know?

+1 for us too. We're moving away from email entirely as an inbound channel. We can create a filter for replies to "closed" tickets, but replies to "update" tickets that are now closed will soon just sit unanswered (or more likely we'll have to develop a solution in-house for this) I'm sure we're not the only ones moving away from email.

Thanks Keith!

Hi all, We're trying to use Hornbill's chatbot API as documented here but I'm running into problems; regardless of request I send I seem to get a 301 redirect back to the documentation pages. I have tried a few requests from the documentation examples such as but all respond with a 301. Following the documentation for Hornbill PVAs, I also find that in the included Power Automate Flow the HTTP request step fails (as attached), where I believe this has previously run successfully.

Thanks Jim, that was more or less what I was expecting, but wanted to make sure there wasn't something I wasn't aware of. Appreciate the reply!

Good afternoon all. I have a requirement to be able to report on "response time". We do not currently. What are some workflows people currently use that cause the response time triggers to be started/stopped? Does it require us to use the "new" status, or is there another method? I was intrigged by a recent article on "Request Insights" but could find no reference to where this info would actually be found* https://docs.hornbill.com/servicemanager-user-guide/service-portfolio/requests/request-insight *I suspect we're not triggering the start or stop of those response time triggers currently.

Thanks @SamS appreciate the update

Hi All, A little while ago I spotted this Microsoft Power Virtual Assistant based wiki page on how to create a chat interface for self service (IC) forms. Can I just check if this is still the latest and greatest approach, or if there's anything newer https://wiki.hornbill.com/index.php?title=Teams_Power_Virtual_Agent

Hi, Appreciate this is an older thread but seemed most relevant. I notice the Generative AI option exists for the update, but not the email or resolution options. Is that a conscious choice, or just an indication this is still early doors? By default our "updates" are set to Team privacy, and we encourage analysts and engineers to use "email" where they need to communicate with the customer. Is there a plan to expand the availability?

Similarly this doesn't seem to be working for us either.

Same for us!

Hi, so we seem to have a situation where tickets raised from emails automatically from mail handling rules are not bring the attachments with them. If you click through to see the original email, they're visible, but there are no attachments on the ticket itself. Is this a known behavior, or something we may be able to alter?

Ah yes, I can see the h_success = 0 for some direct login attempts, could be user error. I'm intrigued though as I also see a bunch of h_success = 0 failures for SSO logins. But failed SSO logins (e.g. misskeyed passwords) should never get to hornbill as far as I know?

I have an analyst who's account is in a suspended state in Hornbill. I can change them back to active without a drama, but intrigued as to the "why"? It is the only account that appears to be erroneously in that state. No other admins are undertaking any work this week on the service from our side. Last login was yesterday and they are a constant user. Is there any log file I can see that might give me a clue?

In the last hour or so we've seen an issue whereby emails with attachements are either spinning forever (as below) or showing an errorr in the bottom right corner. Emails without attachments seem to send with no issue. Any ideas on where I might look to resolve the issue?