[Auto-Task for creating a new Activity against incident?]

Hello all,

I'm trying to address and issue regarding our ticket escalations, I'd like to create a button linked to an auto-task which will add an activity to the incident confirming checks
against commonly missed information (user asset information, troubleshooting attempted, etc) have been covered, but can't see a way of doing this? I don't want to write
this into our incident process by default as it wouldn't be necessary in every case, and would slow down our work rate. Lots of the FAQ information refers to the human task
option under the auto-task designer, but it isn't present when I check?

Anyone else run into a similar issue, and have any suggestions?

Cheers,

-B

[All Metrics Stopped Recording on the 15th of April?]

Hi guys - Metrics are sorted now apologies for the confusion.

We've now got the issue where we can mouse-over individual data values in the widgets in any dashboard. Under the old UI I used to be able to hover over a column in a bar-chart widget and it would display the data value for that column. Has this functionality been removed?

-Ben

[All Metrics Stopped Recording on the 15th of April?]

Hello,

Our tracking metrics for our engineer performance all stopped working on the 14th of April, we didn't make any changes our side, is this related to the changes
coming up to the Admin panel? It's like they just all fail to record any new information past that date.

Many thanks,

Ben

[Bulk Reassignment of Tickets on Hold]

Hello all,

Is there a way to Bulk Reassign a lot of tickets (over 3k) to another technician if the tickets are on hold? The option isn't selectable through the cog icon when selecting these. 

Many thanks,

Ben

[Open Ticket age Widget]

@Victor Aye I just noticed the date! Sorry about that.

[Open Ticket age Widget]

@Victor Hi Victor, I've been trying to recreate the widget you've added a screenshot of in this post, is there any chance of getting the SQL behind this as it would be incredibly useful?

[Can't assign Custom Field to Service Manager View?]

Hi All,

I've used the form designer to add a custom field capturing a simple list of locations, which I want to relay back to our views in Service Manager. When attempting to add the custom view, I only get a selection of options, instead of the whole list? I've mapped the simple list to "Custom T" in Form Designer, but can't select it when creating the column?

 

 

[Adding Task Result to Summary Field on Request?]

Hi all,

I'm trying to add the result of a task created as part of a business process, to the summary field of the incident.

i.e the task returns a "date" and this is automatically added to the ticket summary, so instead of reading "End Date:" it will read "End Date:" then append the task result
to the end. Is this possible? When adding a node to update the summary, I can't seem to get the syntax right for adding the result field from the task?

Many thanks,

Ben

[Cannot Create New Suppliers!]

Hello,

We cannot create any new suppliers, the users have the assigned Supplier Admin or user roles, we get a blank screen with no details, and the create button doesn't appear
to do anything.  After checking the permissions I'm at a loss to what else we can try. This is after we lost all our supplier information several weeks ago.

Thanks,

Ben

 

[All Supplier Information Has Vanished!]

Hello,

Recently our Supplier Admin lost all previous information added to all our suppliers. Checking the Audit History, I can confirm information was added, but all the contact info/details have disappeared. I've confirmed the roles have access rights, and even reassigned the supplier permissions to the roles to make certain. There does appear to be a point in the audit history where the supplier was set to private, then back to public. I think the information was lost around this time, but it has affected every supplier at once.

This is a very big issue at the moment, can anyone please advise anything else I can check?

Many thanks,

-Ben

[Email templates]

+1 to this suggestion, we have multiple different teams using Hornbill, each having their own templates, and the sheer number we're ending up with
makes using them extremely difficult.

[Email routing rules not raising requests for (some) emails]

Hello,

We had a report that some of the emails being sent to one of our captured mailboxes aren't being properly raised as tickets, I've run some test emails and these weren't picked up either. However we've had other emails sent to this mailbox today converted to Service Requests and moved without issue. This mailbox is handling invoicing requests so any "missing" emails may result in payment issues. Is there anything that would be blocking just specific emails? They appear in the Service Manager mailbox, under the inbox and I can confirm that the mail address the sender was using is correct.

 

=

Thanks,

[Automatic Contact Expiry Alerts?]

Hi Alex,

Thanks for the speedy reply. I've set the watchlist on a contract, but where do you set that notification option? Should those options automatically appear?

The notification would need to go automatically to a HB user or set of users, I'm guessing that is not possible to do at the moment?

Thanks again,

-B

[Automatic Contact Expiry Alerts?]

Hello all,

Is there currently a way to email out a warning when a supplier contract is nearing expiry? We have a monthly report sent to our procurement managers, but they would like a more
urgent message in case they do not get to the report. Have examined options through Task Assignment, but the task notification options only seem to cover tasks inside Service
Manager.

Many thanks,

-B

[Can't move ticket to a team in BPM]

@Victor

Facepalm moment, realised I had the wrong BPM assigned to the request catalogue - All working and functional now!

[Can't move ticket to a team in BPM]

@Victor Yes sorry if that wasn't very clear. The team name selected from the drop down of options matches the team name in the Org structure. As the field is a drop down and not a manual entry, I believe it has to be valid as it pulls those names from the existing team list?

[Can't move ticket to a team in BPM]

Hi Victor,

 

I believe so, when I checked the Change Requests Service, the supporting teams section is....

Thanks

[Can't move ticket to a team in BPM]

Hello,

I'm adding a HB automation node to move tickets through our Change Process, so when it hits CAB approval it automatically gets add to that team. I have the setup currently as such.

 

Things I've already checked

• The Team Name matches the existing Team Name
• The process continues and hits the next node, effectively skipping it.

Does anyone have any advise or has run into a similar issue?

Thanks

 

[Aged Tickets Widget SQL Query]

Hello,

I'm trying to create an aged tickets Widget, for creating a list of tickets older that (x) days assigned to particular owner/technician. I saw this had been answered in a previous
requests, I'm looking for something similar to the first screenshot in the thread below, but with a cut off in days added, and for just individual owners or teams. Is there any
chance you could assist with the SQL query as I've not had much luck.

Thanks

Ben

 

 

[Error "The Specified Timesheet Does Not Exist" - Only affecting one member of a team]

Thanks that seems to have worked!

[Error "The Specified Timesheet Does Not Exist" - Only affecting one member of a team]

Hello,

Has anyone run into an error "The Specified Timesheet does not exist" when resolving an incident? The engineer has added time correctly to the ticket (I've watched them do it) and their role and account settings are the same as several other team members who are not running into this issue. They are correctly setting the timesheet category.

Thanks.

[Adding Timesheet Catagories - How?]

Have managed to locate the section - Have added the catagory and subcatagory to "Incidents".

Now when I start the timer add a comment and save - I still get the "No Catagory Selected" warning. Any ideas?

[Adding Timesheet Catagories - How?]

Hello,

I'm trying to set up the categories under the TS manager, but I can't find where to add the catagories and subcatagories. It says in the guide:

"You will want to add at least one Category to contain all the different sub-categories you will use to define the different actions performed on your requests. You may simply want to use the term Requests as your top level Category.With the Category added, go ahead and add sub-categories which you would like to use to reflect the activities which are performed on requests."

Can you please explain which area of HB this is done in? I've been looking for the page matching the image in the WIKI and cannot find it.

Many thanks,

-B

[Role Required for Editing Task Assignment?]

Hello,

 

We frequently run into tasks on tickets which cannot be closed off as they're assigned to a different team/technician - I need a way to reassign this through the

task edit (the option you get by clicking the square icon that looks like a page, to the left of the task name, below). 

 

 

 

I currently have the option to do so, but none of my technicians do, I've tried replicating my role structure for them but they still don't can't do this. Am I missing
something really basic? The edit option I'm trying to get them to is on the following page.

 

 

Thanks

 

 

[Output Progressive Capture Results from Ticket to a document?]

Exactly what I was looking for! Thank you very much.

-B