CraigP

We would like to clear some information that was provided as answers on the capture form on some old requests. In addition to the question field itself (easily deleted in the UI), this information was also included in the details of some tasks (which have since been completed). I've attempted to update the impacted tasks with the taskupdate2 API, but it has returned "The task specified is already complete/cancelled and can not be updated". Is it possible to clear/update the details of the tasks another way?

Sorry if I'm misunderstanding the requirements, but my post applies for "Expires After" too. I can understand expecting it to take a variable that matches the day/hour/minute format (I agree that ISO 8601 formatting should be an option), but the point is you can definitely do it with a date/time variable, so that is an option if you haven't got anything else to work. If you want to use a value from a task/outcome capture field, it could be a literal date/time (e.g. "What date/time do you want the such and such task to expire?") fed straight into the "Expires After" as a variable, or integer (via regex) ("In how many days does such and such task need to expire") fed into a "Utilities/Get Timestamp" node, the outcome of which is your date/time variable for "Expires After". When you add a node to the workflow, this is under "Cloud Automation" (appears as a yellow box in the workflow, not the blue "Hornbill automation"). I'm aware there are some premium iBridge connectors here, but I would have assumed the standard utilities stuff is available to everyone. Sorry if I'm mistaken, I'm not super knowledgeable on different Hornbill subscription plans.

Having just tried deleting another one, is it because h_sys_imports_history might have so many records that it takes a while to clear them?

I'm attempting to tidy up our Data Import Configurations by removing old/redundant ones. When I attempted to delete one, at first it seemed to hang for a little bit, and then the error "Unable to Delete Import Could not connect to server (Error code: -1)" popped up. I refreshed the page and the Import Configuration I was trying to delete was still there. I tried again, and this time it hung for a bit and then returned the error "Unable to Delete Import A database or query error occurred while deleting the record". However, upon refreshing it seems to have deleted the Import Configuration successfully. I also looked in the "h_sys_imports" table and it no longer appears to be there. Should I be concerned? Can I continue to delete redundant Import Configurations or does this cause some sort of issue in the background that I'm not aware of? Is there another table that references these that might not be successfully removing the record?

Interesting find. I was going to say I've noticed the issue of fields not updating when cleared in the Details section before, but hadn't clocked it was only on certain fields. It's been a while since I've looked at clearing custom fields via the BPM. Just did a little bit of testing again now and I see setting manual and no value does seem to work as expected with Custom A-T (for reference I tested C, O and P). However the inability to clear Custom 38/39 has been a source of frustration for me in the past, and I've tested these too and they do not seem to clear. So one assumes any custom fields only present in the extended table (31+) don't work then. That said, the date (21-25) and integer (26-30) fields don't seem to clear either, but this might be a bit more understandable when they're expecting a specific type of data. I imagine they don't like being provided a null value (but obviously it should still be possible to clear these fields when needed!).

Just out of curiosity, may I ask how you're all retrieving the asset ID in the first place for use in BPMs and/or autotask?

Yes, you can do this using a "Place on Hold" (under Requests > Update Request) automation node followed by a "Wait for Request Off Hold" (under Requests > Suspend) automation node.

Is there any update on the remaining BPM automation nodes to be fixed please? In particular for us the "Get Last Authorisation Details" automation node remains an issue.

We're looking to do an audit on some of the older assets we have stored in Hornbill, and as part of this I'm trying to retrieve a list of linked requests (including resolved/closed) for each asset. I'm sure this could be done via the reporting feature, but would likely involve a large report containing more than just the assets we're investigating, hence I'm looking at using the API to churn through a list of specific assets instead. I've had a look at the "getAssetHistory" API, which apparently should return an "auditRelationshipDetails" outcome parameter, but this hasn't been returned on any of the assets I've tried it on (I've tried on assets that have related open requests and assets where all linked requests are resolved/closed). Can I please have confirmation if this parameter should contain related requests, and if so, if there is anything else I need to do to make retrieve this information with this API?

+1 for same data query options in Capture forms to made available to human tasks. I'm sure I've mentioned it in other threads, but for us the inability to select assets via lookup in human task capture fields continues to be frustrating.

Navigate to the Service Portfolio section and select the service you want to add the supporting team to. You should see a "Supporting Teams" section on the right hand side listing all the teams that support that service. You can add your 'Awaiting Authorisation' Team there.

We do this with our Incident process. We use the same IC and BPM for the majority of the different services and I haven't seen any issue with this. I would imagine the main thing to consider is how technically being different catalog items affects reporting.

A colleague has queried whether it is possible to send an email notification to a customer when an analyst comments on the request timeline (with visibility set to "customer"). I'm not aware of any customer notification settings in Hornbill, but just thought I'd ask here in case I was missing something. Thanks!

I've been experimenting with the the SLA Escalation Notifications recently and just wanted to confirm whether they work as I'm thinking they do. As a test to see what they looked like, I set up one to send me (as a specified recipient) a notification when a normal ticket is due to breach its resolution target in an hour. I eventually started to get some of these and they looked fine, so I deleted this escalation event. I have noticed however, that I'm still getting these notifications even after deleting the event that triggers them. Am I correct in assuming that this means that when a request is created, it's basically takes a snapshot of the SLA configuration and what escalation events it needs to watch out for at the time of creation, rather than checking the currently configured escalation events "in real-time" as it were? So just to confirm, I am only continuing to receive these notifications because the requests generating them were raised between the time I created the escalation event and deleting it, and I shouldn't continue to receive them?

The variable needs to be a Date/Time value. So if you want 5 days from now, then I think you'd need to feed the result of a "Get Local Time" HB automation node into a "Utilities/Get Timestamp" Cloud automation node just before the creation of the Human Task (using the "timestampSql" output as the "Due" variable).