Adam Toms

Thanks @Daniel Dekel, That's great. I'll take a look at that page I wasn't sure if the description field was WiKi - mark-up capable in the bulletins section. Thanks for your help with this. Kind Regards Adam

Hi all, Apologies, if this question has been asked before, but I was unable to find an answer for this question. In order to so we can capture customer feedback, we are looking to have a pinned bulletin post, on how our customers are finding the use of the employee portal and what we can do as a department to improve the search items etc for our customers. I'd like to include a link to the catalogue item where they will be submitting their feedback. I also want to include a link to our intranet article where we explain our reasoning behind capturing this feedback and why we want our users to engage with us on this matter. I've seen there is the employee portal link, which I presume will allow us to link to a catalogue item, but being fairly new to the use of the bulletins. I'm trying to work out if this would fulfil our needs. Is this easy for our wide ranging customer base to access? Also keen to reach out to other forum members to see if they have had success doing something similar? Many Thanks Adam

Hi @SamS, In addition to the above post, we'd like to request this as a feature request where the roles can be removed from Active users. This is more important for us. But it would also be nice to have the ability to do this on archived users, but active users are the bigger concern. Many Thanks.

Thanks @SamS for your response and the information provided. We would like to pursue this as a feature request, which removes all roles from archived users. Many Thanks Adam

Hello all, Does anyone have ideas, re the post above? Many Thanks Adam

Just a follow up to this. I have tested with the config in the bpm node as highlighted in the video, and I can confirm this works perfectly for us whether we have one or two peer reviewers selected and chosen manually just as we needed. Thanks again to @James Ainsworth for your help with this. We'll be putting this into our live change bpm later this week. Thanks again Adam

Thanks @James Ainsworth for this information. Very useful. I'll take a look at building this into our BPM. Certainly the unanimous authorisers option wasn't something I was aware of, and sounds ideal for what we are looking to implement. Thanks again Adam

Hi All, We have a particular change request which requires two authorisers before being reviewed by the our change management team. Due to leave and the authorisers work loads, we want this still to be a manual selection of the two authorisers (as they may differ) We have found that when authoriser approves rather than waiting for the second it will continue onto the next step. I understand that if these authorisers were always the same and known, we could alter the weighting of the approval, and set each one to 50%, but as mentioned above this wouldn't work for us. I have checked out Service Request BPM, which places the ticket on hold, but as changes do not have an SLA, there would be no reason for the change to be placed on hold. Is there another way of being able to add suspend wait for authorisation to occur? Below is a screenshot of the suspend node, to allow the authorisers to be manually selected, but there doesn't seem to be a similar process for suspend await authorisation: Any help would be gratefully received. Kind Regards Adam

Hello all, We use the Hornbill SQL User Import utility version v2.2.6 to create our Hornbill User accounts. When a user has left, the account is set to archived, but it retains the security roles and retains user account type. We have confirmed that the account we are using has the User Import role, which allows managing, creating and updating of users. We would anticipate that when the user account is set to archived the account would revert to basic and user roles stripped as an update. But the user import utility is not doing this. Are we missing something, or is this by design? If it is by design, would it be possible to request this as an enhancement? Many Thanks Adam

Thanks @Steve Giller for confirming there isn't anything separate and there is not a random function. Having a think further on this we could have a separate catalogue item that we could link to in a bulletin post, of which we have started using on the employee portal, and that seems positive, perhaps we could capture their feedback, via that method. I don't think it's going to be appropriate to do on every single progressive capture. But we would could then use that as an option, and then turn that bulletin off and on from time to time, and use that a potentially a way of capturing this. Thanks again for all your help with this. I've now got some ideas on how we can progress this. Many Thanks Adam

Thanks Steve. I was looking at like a pop up window after the request has been logged, that would appear at random. As I fear the our customer would just add this information in with details about the request. I wonder now if what you have suggested could work for us, or whether once the details had been captured in the PCF we could add something in before the process competes. So I'll certainly take a look into that and do some testing. Thanks Adam

Does anyone have more thoughts, regarding the above? I've got a meeting next week, and hoped to be able to provide an update re my query above. Many Thanks.

+1 from me also.

Thanks @Bob Dickinson for your reply. I can certainly say for us pretty much the main time we use additional custom variables (of which has now dropped off using the get PCF answers node) is for reporting purposes only. Knowing that we can through the use of SQL Joins get the answers out of the Get PCF answers and then to digest this into a SQL report, would pretty much cut down our use of custom fields to very little use indeed. We've got some upcoming work, where I'm likely to need create SQL reports with catalogue items using PCF answers as opposed to custom fields, I'll look to try this out using the get PCF answers out of it and see if I'm successful in joining the tables I need for reporting. Many Thanks Adam

Hello all, We're always trying to look at different ways on how we can improve the self service, that our customers use when using the employee portal. Whether that's better description of catalogue items, FAQ items etc. We currently have a customer feedback survey, but that's largely targeting what was their experience like with IT and how quickly we resolved their issue etc. What we would like to do is have some sort of ability that when a customer logs a ticket via the employee portal, that some sort of very brief survey could be taken, where we ask did the customer find what they were looking for? How easy was it to find the request etc? I can't see anyway of obviously enabling this or configuring this with current tools. But it would be something, that would benefit us, and also potentially benefit all Hornbill customers, of which we can improve the customer experience when using the employee portal. Any feedback regarding the above, to whether it's possible, or whether it's possible to request this as enhancement will be welcome. Many Thanks. Adam

Thanks @Deen we were also impacted by the issue. Do we have a root cause for this issue as of yet? Many Thanks Adam

All, I thought I'd add this information in, in case people weren't aware. Whilst this has been going on and something we're waiting for, we have been using the Get PCF answers node to help us reduced the number of custom variables used. Where we don't need to specifically report on these items, which then limits the numbers of custom variable characters being used, and then for those circumstances where reporting is required, the remaining custom variables can then be used for reporting. One potential option if it's a struggle to get additional custom fields in, is would it be possible to get SQL reporting out of the PCF answers, which I believe is not possible when using SQL reports. But imagine @Bob Dickinson and the Hornbill developer team would need to understand if this would work as suitable alternative? I hope this information helps. Many Thanks Adam

Thanks for confirming @Ricky.

Good Afternoon all, We're experiencing a strange error regarding our SIS server. Please see the SIS Server updated message screenshot attached. It would seem that our version is out of date, but the version to update to is a lower number than the version installed. We have rebooted our server to see if this resolve the issue, but it hasn't resolved the issue. I have also attached the screenshot of installed packages. Do you have any ideas how we get around this issue, and ensure that our SIS Server is running the latest version? Many Thanks Adam

Hello all, I've been asked to look in to P1 data for one of support teams. Essentially what I am after is all P1s in the two support queues that make up this support team that are outside of our defined office hours: Mon - Thurs 0730 to 1715 Fri 0730 to 1645 Also weekends and bank holidays I'm far from a guru in SQL but I am learning all the time. I wonder if anyone could help me build some SQL logic, to allow me to capture this data? In my head I would look at request type: Incident, Priority is P1, Team is: Team X and Team Y P1 resolved on between the following time frame: Mon - Thurs 0730 to 1715 Fri 0730 to 1645 Also weekends and bank holidays During previous month. Is this something that would be possible to build, or has anyone been able to get some data out similar to look what I am trying to achieve? Many Thanks Adam

Just to add to this. For the benefit of other members. We found that we still ran into issues with this. Thanks to @Steve Giller for confirming in the team assignment node we needed to use the Team from Variable and then inject the Site Details from Custom 1 field. As we also use Hornbill Asset Manager we have used the asset details inside the PCF to link the site the customer is requesting from there. It seems from my experience that both of these options are required for successful ticket routing.

Through speaking to my colleague we've worked this out. We need to ensure the Get Site Details node is in the correct stage in the BPM. If you need this is in more than one place it needs to be configured in every stage of the BPM you wish to use this information. If it's not there you can't use the variable.

Hello all, I'm trying to set up a BPM that will use the queue name stored from a custom field against each site in our organisation. I've gone through and updated all the sites that are looked after by Field Engineers with the correct queue name inputted into the Site Custom 1 field. When configuring the Hornbill Automation bpm node, I can get to the select site option, but I cannot drill down further nor does there appear to be any ability to use the site custom field as an automation task. Has anyone else been able to get this working using the Site custom fields in the additional details section against each site? I've attached a screenshot to make it clearer which area I'm referencing. Many Thanks.

Hi @Victor, Thanks for the quick response. You were correct that although the Word file copied was stored in SharePoint, the images were pointing to a temp file location stored on my PC. To see if the issue was due to this, I've stored the images in my One Drive, created a URL and inserted the images into the email template, however the preview is still broken. Please see screenshot attached. I'm now at a loss as to why this is not working. Many Thanks Adam

Hi all, I've looked to see if there are other posts regarding this issue but haven't spotted any so apologies for any duplication. I'm trying to create a template to provide our customers with some instructions on how to access Microsoft Forms after and automated actvity to add the user into an AD group has taken place. We have been able to in the past copy content stored in Word, stored in SharePoint or One Drive, and use this to base our instructions on. When doing this, I get broken previews of the images stored Please see the screenshot below: Does anyone have any ideas how I best get round this? Many Thanks Adam