[Viewing custom Incident details as end users]

Thanks for the clarification @Mary

[Viewing custom Incident details as end users]

Thanks @Mary, 

Is there a way for the information to stay in a static location on the page as opposed to moving down the page and getting lost in the noise of the ticket as it would if it is in the ticket timeline?

I am guessing that no additional variables can be added to the Request Information section?

Thanks

[Business Process - trying to use decision node against incident summary/title]

Hi,

I have a catalog item that deals with a specific automated email for some alerts that we get. The ticket gets logged correctly, email subject is match through to summary/title and the contents of the email goes through to description - life is good.

During the Business Process I have a decision that says if the summary/title has "Down" in it then do X otherwise if no match then do Y. I am obviously using the wrong criteria as it just keeps using the no match option. I've tried the following to variations with now joy - I am assuming that I have missed something obvious:

And

 

Thanks

James

[Viewing custom Incident details as end users]

Hello,

I'm sure there is a setting to allow this, I am just not sure what it is.

We have used the Incident Details Form Configuration to add in a couple of extra details for our technicians to update in one of our service portfolios. I can make them so they are always visible to the technician, but they don't appear to be visible to the end user. Anyone know if this is possible?

In the example below, we would like the end users to know who is doing the testing for this particular incident.

I was hoping it would display somewhere here:

 

Thanks

James 

[Updates to incident via email automatically set to Team and not Customer view]

@Victor

That is exactly what I was looking for! Thanks for the quick response.

James

[Updates to incident via email automatically set to Team and not Customer view]

Hi,

Can anyone tell me what setting I need to enable so that when a customer send through an email update to an incident, the update is visible to the customer. Currently it is set to Team only.

Thanks

James

[Adding new connections during incident creation process]

Hi @Bob Dickinson

Thanks for your help, this was exactly what I was after. I must have changed the Raw Value for wrong field or not refreshed the page properly, either way it is all working.

James

[Adding new connections during incident creation process]

Hi,

I am trying to update a catalogue item so that when end users log an incident through that item, they are able to add connections (everyone is internal) to the incident. From the end users point of view, this is working as expected and all the data is captured during the progressive capture. What I've ended up with, and can't seem to get past is the following:

I am not sure how to get the connections to show properly. Bellow is a snippet of the underlying Progressive Capture:

 

The Connections Required1 has a simple Static Radio set which is used to select the appropriate connection. The Impacted/Interested Users both use a data query search for the end user to select from:

In the corresponding Business Process flow, I have the setup below:

 

Is anyone able to shed some light on what I am doing wrong? I've tried Inject and Override both display and raw data values. I found the following post after I set all this up, and can see it working there, however I don't know how the data was originally entered into the newly created fields in the service portofilo: https://community.hornbill.com/topic/16248-connections/?tab=comments#comment-78537

Thanks

James 

 

[Unable to translate fields for users view]

Hi @James Ainsworth, has this fix been applied? I am still not able to change these fields.

Thanks

James

[Enabling Automatic backups by default]

Thanks @James Ainsworth, this is what I was after.

[Unable to translate fields for users view]

Thanks for the update @James Ainsworth

[Unable to translate fields for users view]

Hi,

I have been asked to rename "Analyst" to "Technician" when looking at a request.

I've started the translate mode, but when I try an rename it (it lets me do it within the popup):

 

But when I click OK I get the following error:

I've tried editing it in the languages section of admin but that seems to make no difference:

 

Anyone able to advise me what I am missing?

Thanks

James

[Enabling Automatic backups by default]

Hello,

 

I am in the process of rolling out Hornbill and am wondering if there is a setting so that all account types (user & basic) have Automatic Backups enabled here

So they don't get:

 

Thanks

James

 

 

[Custom asset fields]

+1 for some fields that can be customised please.

[Choosing connections in the Progressive Capture]

@Steven Boardman

Thanks for the quick reply, it looks like I should be able to get something together that suits my needs from this.

James

[Unable to add connections during self service ticket creation process flow]

Thanks @Martyn Houghton

I've just had a look at the post and its exactly what I'm after. I asked if there is an update, hopefully there will be an ETA.

Thanks

[Choosing connections in the Progressive Capture]

@Steven Boardman

Hello, I've just come across this thread and it is something that is of interest to me as I am in the process of cutting over to Hornbill and have had a request for this. Is there any update on this feature?

Thanks

James

[Unable to add connections during self service ticket creation process flow]

Hi @Martyn Houghton,

Yes, the users would be logging the request through the portal.

I can create a custom form entry to catch the connected users and have the technician manually update the ticket afterwards. I thought that the way it looked I could use it to get end users to enter this information themselves at source.

Thanks

James.

[Unable to add connections during self service ticket creation process flow]

Hello,

I must be missing something obvious.I am trying to create a new incident progressive capture for users to fill out. At this point it is very basic, and I am trying to give the users the option of selecting connections. I have added a new Form and set it to Connections as per  the comment from James in this post here.

 

Regardless of the the "Is Mandatory" field being False or True, when I run through and use associated service portfolio it runs through and does not show a screen for the user to enter in any connections.

 

Any idea's?

Thanks

James

 

[Default email template for manual email communication]

@Victor @Steven Boardman

So obvious, why didn't release that was it.

Thanks for your help

James

[Default email template for manual email communication]

Thanks @Steven Boardman, 

I've had a look at this, are you referring to the Default Mailbox? I believe this will set the default address that the emails come from, I'm wanting to select the default template that will be used as opposed to the address the emails are coming from.

Thanks

James

[Default email template for manual email communication]

Hi,

I'm trying to find the setting that allows me to specify the default template that is select when a User (technician) clicks email option for communicating with people. I've had a look and can't seem to find it, does anyone know the variable name and its location

 

?

 

Thanks

James

[Sending emails as plain text through Hornbill automation task]

Hi,

Due to limitations with my SMS provider that we use for sending emails as texts (and the fact that there is no integration as yet with Hornbill for this provider), does anyone know if I can send emails as plain text from a Hornbill Automation task? I have a email template setup, and if i use the mail email application within Hornbill the email is sent as plain and html, however it appears by default it only sends html from the automate task?

 

I know there is the app.email.request.operation.composerType, but I believe that this is just for when the technician sends an email from within the email component in the incident.

 

Thanks

James

[Can only log into services if I have already logged into live]

Hi @TrevorHarris

Thanks for that, I assumed it was something like that. I've just read the wiki page again and see the following:

"SERVICE - contains information for https://service.hornbill.com/[your instance name]
This is the URL relating to the Hornbill Service Portal and is due to be retired during 2020. All new implementations of Hornbill do not require this."

I have been playing around with just using live.horbbill.com/instance for all my customers (they are all internal) but was recently advised that I should be using service.hornbill.com - is there any indication of when this will be retired and how its function will be replaced?

Thanks

James

 

[Can only log into services if I have already logged into live]

Hi,

I am in the process of trying to get everything ready to go live with Hornbill. I am using Azure AD for single sign on which works for logging into live.hornbill.com/instanceid & admin.hornbill.com/instanceid (when I remember to put users in correct group :|) however I am having issues logging into service.hornbill.com/instanceid

If I am already logged into either admin.hornbill.com/instanceid or live.hornbill.com/instanceid, and I open a new tab to go to service.hornbill.com/instanceid, it logs me straight through and works fine. If however, I have no open tabs for either admin.hornbill.com/instanceid or live.hornbill.com/instanceid, when I go to log into service.hornbill.com/instanceid I get a Microsoft error message saying 

AADSTS700016: Application with identifier 'https://service.hornbill.com/instanceid/lib/saml/auth/simplesaml/module.php/saml/sp/metadata.php/saml' was not found in the directory 'azure tenant id here'. This can happen if the application has not been installed by the administrator of the tenant or consented to by any user in the tenant. You may have sent your authentication request to the wrong tenant.

I close down the tab, log into live.hornbill.com/instanceid, and then open a new tab for service.hornbill.com/instanceid, and it logs me straight in.

I have tried multiple accounts in multiple browsers. I have tried Basic and User types, and made sure that they each have the appropriate roles for each type.

It seems to be an Azure AD issue but I do not know where to look. When I run the "Test single sign-on with Hornbill - user" from within the "Hornbill - user - SAML-based Sign-on" section of Azure it works (although it does take me through to live.hornbill.com/instanceid)

What am I missing?

Any help would be much appreciated.

Thanks

James