Adam Toms

We are also experiencing issues this morning @Deen Any chance we could also be added into this? Many Thanks.

+1 for us please. Many Thanks.

Thanks @Victor, I was just trying to understand if there was a best practise. Thanks for explaining the pros and cons to both. I've gone down the custom field route, as that has been the method that has been working for us, and I'm familiar with that process. Through reading the forum and seeing what other customers have done I saw that others have used the get PCF answer, and wondered if we were missing a trick. I'm nearly complete with the bpm building, so hopefully I'll be able to start testing over the next few days. Thanks again for both yours and Steve's help.

Hi @Bob Dickinson, thanks very much for coming back to me. I'll certainly look into that setting. I wasn't aware that was an option. Kind Regards Adam

Thanks @Victor, much appreciated. My mistake. This is great news the app settings can be turned on, if you haven't got this node configured in your BPMs. Thanks as always for your help.

Hi all, It now seems that this functionality has been delivered under the 2126 build of Hornbill Service Manager this week. After some investigation on our tickets where they have been reopened since the update has been applied this functionality hasn't changed on our instance. It seems that a resume resolution timer needs to be added to each Incident and Service Request BPM we have configured. Can somebody please confirm if this is the case? If so it's not fully clear exactly where this node needs to go in the investigation, resolution and closure business process. Would it be possible to provide some advice/ guidance on how to get this functionality into our BPMs? Many Thanks Adam

Hi all, We're now into our second calendar year of using Hornbill as our ITSM solution. I've had some queries regarding the advanced analytics reporting widgets. As we've now clicked over into January 2021, a lot of our customers are reporting that their dashboards are blank. Now technically that is correct, as the vast majority of ours are set to start of calendar year. As January is not yet complete, their data would be blank. I've flicked the one to the screenshot below to the start of last calendar year to provide a complete data set for the previous year. Is there any possible way to set the widget up to look at both the previous calendar year and current in one widget? There certainly doesn't seem to be an obvious option to achieve this in the sample period options currently. My colleagues would find this information useful to appear in one widget rather than two. If it is not possible to set this is with the current functionality, could I please request this as an enhancement? Many Thanks. Adam

Thanks @Steven Boardman for your detailed reply, much appreciated. The forward schedule of change widget would be very useful, and I hope that this something that could be added soon. I imagine there will be other customers as well as ourselves, especially if others have taken the same business decision to not provide their IT Business Analysts and IT Project Managers Hornbill Service Manager, as they don't need the ability to manage tickets as part of their role, but would find an FSC calendar useful. We are very much in the early days of looking at Power Bi. My colleague, @AndyGilly has got his head around PowerBi more than I have at this stage, so we'll certainly discuss the option you've suggested as a potential workaround, over the coming days, now we know that is a potential workaround option using PowerBi. Thanks again Adam

Hi all, We would like to be able to add a link to the change calendar inside our employee portal. Certain members of our IT department don't need to log or manage tickets through the IT agent portal, but would find access to the change calendar useful. So our IT Business Analysts and IT Project Managers, can gain visibility of what's going on, and avoid any potential conflicts when planning project activities. We wouldn't want to open this information up to all, so we would need it to be controlled with a permission, that we can add into our IT Business Analysts and IT Project Managers profiles. I can't see any ability to do this currently, so could I please request this as an enhancement? Many Thanks.

Thanks Steve, I just wondered if one was perhaps better from a best practise point of view. Thanks again. Adam

Hello all, I'm after some guidance please regarding BPM configuration and decision making. I've successfully configured a PCF, based on the answers selected driving different questions in the form. I now need the BPM, to reflect those behaviours I've set in the PCF The first question in the PCF drives two options. I'm looking for these options to change how the SR is assigned to and a different priority. answer 1 assigned to Support Team W and Priority X answer 2 assigned to Support Team Y and Priority Z. All of our business processes have the Get Request Details node. If I have the question in the PCF written to in a custom variable, what is the best way of injecting the answer from that question and then following the process above? Or am I better looking at some of the other BPMs configured in some of the other topics on the forum to use the Get Progressive Capture Answers node, and then use that node to base my decision making? Many Thanks. Adam

Hi all, Just a quick note to say thanks to @Graham @Ricky we went live last night with our first piece of automated software deployment. We couldn't of got there without your help. Here's to start of many more!

Hi @HGrigsby and @Victor, I can confirm our report has been running successfully since setting it up with Victor's help earlier this year. I'm very surprised that the report runs as quickly as yours does. As mine does take between 3 and 4 seconds to run. In addition I don't understand why when you preview the data it is there, and when the report is running the data is empty. I do have a filter on ours, as per the screenshot below: This is a custom filter. Please let me know if I can be of further assistance.

Thanks @James Ainsworth I will take a look into this. Thanks again for your help.

Hi, Just wondered if there was an update to this? Or is our only option to apply make a change to the setting below? Many Thanks Adam

Hi @James Ainsworth and @Ehsan I work on the same team as @AndyGilly, and we are currently early adopters of ITOM. We are automating our Visio requests, and we would like the ticket to resolve, but with the task active to our Procurement team to replenish the license that has been consumed for a pool of O365 licenses we have. We were under the impression from the update back in June 2020, that the our nodes already configured in the bpm, would auto apply this. I've attached a screenshot of what I believe to be the area that @Ehsan is referring to, we have tested today, as we are looking to go live with our first piece of automated software deployment, but the ticket would not resolve until the task had been completed by our Procurement team. Do we need to re-create the node with the same config to be able to obtain this additional setting, or is there something I'm missing that we need to configure? Thanks Adam

@Graham Graham, My sincere apologies for the delay. I can confirm the service is now successfully communicating with our AD, and we've tested a user, and it works. We're hoping to do some more testing over the next week or so with a couple of customers. Assuming that also proves successful we'll be able to formally offer this as out first piece of automated software deployment. Which we're really excited with. A big thanks to you and @Ricky for helping us with this. Many Thanks Adam

Thanks @Graham Yes you are correct our mail scanners will block a .exe file from an external address. Leave this with me, and I'll look into finding the best option for file sharing an .exe with us. Thanks again. Adam

Good Morning @Graham, I hope you had a good weekend? Just wondered if you had an ETA on the patch for the SIS service executable? Thanks again for all the help so far. Many Thanks Adam

Thanks @Graham I've now renamed the log file and cycled the Service. Upon the successful start of the Service I can see a new EspSisService.log file has been created, and has today's date it in, the last log in the new file is at 11:51: [Error]: [GENERAL]: [8052] XMLMCQueue - Failed to store pending queue into disk, this message is then repeated several times. I will await the patch before trying anything else, but at least new logs now appear to be being created again. Many Thanks Adam

Thanks @Graham Much appreciated for looking into this so quickly for us. Hopefully once it can start processing jobs again, the logs might start writing to that file again. But I'd of thought when we cycled the service on the server something would of at least appeared then. I've been having a think and wondered if there would there be any benefit for us to rename the log file and put old in the title, and see if when cycling the service a new EspSisService.log file is created? I won't do anything with until I hear back, and perhaps we'd be better off waiting until the job processing resume before attempting. Thanks again Adam

Hi @Graham, Thanks again for you speedy reply. As mention in your previous post the directory on the server where I am looking at the logs is as follows: C:\ProgramData\Hornbill\Site Integration Server\log\EspSisService.log Many Thanks Adam

Hi @Graham I've just logged onto the server and double checked, and can confirm the last entry in that log 01-05-2020 13:07:47. Same as before, even after the reboot. Many Thanks Adam

Hi @Graham and @Ricky Thanks for your posts. Based on the information we have carried out the following: The ESPSisServices.log file has not updated since the 1st May 2020, but we have had a successful automation task since then. The [ERROR ]: [COMMS]: [7148] The BPM Site Integration instance cannot be resumed (Process::Execute: cannot find execution path location) we're surprised the log file has no dates after the 01.05.2020, as the server has been up and available since then. We have been able to successfully browse to http://127.0.0.1:11117 which does take us to SIS page, which is attached to this post. To prevent any problems with the any stuck tasks, we've aborted all tasks that have been unsuccessful. We also weren't happy with the performance of the server, so as a precaution we have rebooted the server, and once back cycled the service, and checked it was running again. The server seems to perform fine after the reboot. We've then tried to start the active directory group management job again, and the ITOM admin portal shows the task as waiting, but again the task is stuck in a 'waiting' state the debug log, monitor & and console views are still empty in the job. We are confident that communication is occurring as the Jobs Queued did change to 1 when we started the active directory group management job again after the reboot, and aborting the job did bring the jobs queued back to zero, but we're still unable to understand why the job is not running successfully. Many thanks in advance and hope this additional detail helps. @AndyGilly for awareness. Many Thanks Adam

Hi @Ricky, thanks both myself and Andy work in the same team. I'll take a look at this. Many Thanks for your quick response. Adam