James Gallally

Hello, We have different departments using Hornbill Service Manager. I can create Activity Templates, and can change who they are assigned to, but I am trying to make it so they are only visible to certain departments. Is this possible/am I missing something obvious? Thanks James

Good afternoon, We are using activity templates to create set check-lists for some incidents, and am having issues with people not having access to said activities. Our manager and team leaders are going in and adding activities to incidents, but by default it is automatically assigning the activity to them and not the owner of the incident. I have checked, and when the new activity is assigned, you can assign the owner here but by default the option is hidden and has to be enabled under advanced options (people forget to check/set). Can I either set it so that the owner is automatically taken from the incident that the activity is assigned to or can I set it so that the owner option is automatically displayed by default when the activity is assigned? Thanks James

+1 - we had https://live.hornbill.com/ become unavailable for 5 minutes

Thanks @Steven Boardman, I have tweaked your example and it works exactly like I was hoping. Just need to figure out the daylight saving part. Thanks

Thanks for the explanation @Steve Giller, I had seen a similar value whilst testing different options and couldn't understand how it was arrived at. Thanks @Steven Boardman that looks almost exactly what I am trying to achieve, I'll have a look at seeing if I can replicate it. Thanks both for your help. James

Good afternoon, I am trying to get a BPM decision to work based on what time an incident was logged. The purpose is so that when it happens out of hours a set of actions gets triggered that don't normally happen in hours. I thought it looked simple enough until I found out that the Hornbill Automations -> Get Request Info -> Time logged is not written in the database. Its been a little while, and I am struggling to get insert this variable into a custom filed (which I believe I will then have to manipulate into a string ... ) so I can then do <> for the different actions. Has anyone done this or have an example they can share? Any help would be much apricated. Thanks James

+1 for me. I'd like to be able to email a supplier contact from within an incident in service manager. If I understand this correctly, at the moment I will have to create two entries for each contact contact? Thanks James

Thanks for the clarification, just wanted to make sure I hadn't set something somewhere by accident

Steve from support showed me the error of my ways and pointed out these could be edited/archived through the contacts section of service manager

Good morning, Another day, another question . I am updating an incident via email (which works) however not all of the content of the email is being displayed. The total email length is 95 lines long, but you can only see the first 38 lines in the incident. I have copied and pasted the entire email in manually as an update and that saves/displays all of the content of the email. I have expanded out the email as much as possible. If I click the Open Post option, it opens a new tab and shows the same amount of data. The only way I can see the entire content of the email is by clicking the options button and select View Email in a new tab. Is there away to view the full content of the email within the body of the incident? Thanks

@David Hall, it appears that I cannot delete them. How do we manage guest accounts? Thanks

Hi @David Hall , good catch. That is exactly where they are. I did not release I had any guests in here, I shall purge them now. Thanks

Hi, I am seeing some strange user account appear when I am raising incidents on behalf of other people. Without wanting to paste in live user details, I am getting this happen: I have checked the user and there are no Paul's set with no last name within Hornbill, I have checked my Azure AD settings, and the users there are correct, so I am not sure where this is coming from. Anyone got any ideas on how I fix this or is it a support question? Thanks James

+1 for me too. Any news on this one please?

@Victor Thanks, could be its Friday and I just can't explain what I mean - has been known to happen on occasion