CraigP

I'm looking to set up the Keysafe for Microsoft account authentication. The wiki page states the account will need "Microsoft Admin level permissions" but doesn't specify what these are. My colleague who would grant these permissions to the account is concerned about this from a security standpoint, so has asked for more information. Please is someone able to provide a specific list of permissions required?

I've just noticed the linkAsset API operation will still create a link to a request even if it's already linked. This is despite it returning the error message "entitiesAlreadyLinked", which I would have assumed meant "I tried to link this, but it is already linked so I didn't do it". I've got a process that uses the API to create the asset, and then later on in the process assign it to a user. Both of these scripts link the asset to the request. This has now caused situations like the attached example image where a count of the linked assets is greater than the number of actually linked assets (I've been rerunning scripts against this one to try test avoiding creating duplicate links by using "loadLinkedEntities" to check for links first, but to no avail so far, hence 6 duplicates). I see in the "h_cmdb_links" table that there are indeed individual rows equal to the number shown in Service Manager for the link between the asset and request. When I try removing the linked asset in Service Manager, it posts to the timeline that it was removed, but doesn't actually remove it (even when I click to remove it a number of times equal to the number of links shown). I also tried using the "RelationshipLinks/deleteRelationshipLink" operation (giving it the ID shown in the "h_cmdb_links" table) but it returned "the specified relationship link does not exist". So I'm not sure what other ID I can use? Are there any foreseeable issues that could be caused by this down the line? I know you can't delete assets that are linked to requests for example. Is this a bug with the linkAsset command?

I have been asked to build a request process that will involve delivery address information of a customer. I've contacted our Information Governance team for advise around storing this information on Hornbill and they have advised that we need a mechanism to review and dispose of any personal information so we don't keep it longer than necessary. From what I can tell it seems possible to delete capture form answers and amend custom fields, but I'm not sure about amending information stored in human tasks/activities (both in the task details, and answers to Capture Task Fields). How do I go about doing this?

+1 for ability for a role/right for individuals to be able to interact with tasks assigned to teams they are not assigned to. Beyond occasionally just needing to complete a task on behalf of another team, it's also fairly common for someone to accidentally re-assign a task to the wrong team but then immediately not be able to amend it to the correct team themselves.

Was about to start a thread on this in case I missed something. Just thought it was a bit odd that the "Servicemanager/Requests/linkRequests" API operation exists but doesn't appear to be an option in the BPM.

I tried running the Update Request API call manually and it worked with that API key. I then tried again through the chat bot and it is no longer returning that security error. I'm not aware of anything that has changed since, so not sure what caused it! Oddly, it is still returning "False" for the "Outcome Success" of the flow (and the "SuccessSystemUpdate" variable is returning "No"), but there is no error and it appears to be updating the custom fields without issue now, so I guess I'll just ignore that and carry on (perhaps I'm just misunderstanding something?) Thanks again!

Hi @SamS I've just been testing the bot out today, and following adding the rules listed on the Wiki, I've noticed it seems to now have an issue with the "Hornbill - Update Request Custom Fields" Flow. Upon digging into the Flow run history, I found it returned the error "The API key specified is not authorized to invoke this operation (apps/com.hornbill.servicemanager/Requests:update)" So I added "apps/com.hornbill.servicemanager/Requests:update" to the rules and tried again, but now it's come back with "FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/update): Security Error: 1" Are you able to clarify what the latter is trying to tell me please?

@SamS Great, thank you!

We're in the early stages of investigating the Teams Power Virtual Agent. Is there a list of rules that need to be applied to the API key used for it? I'd like to lock it down a bit but I didn't see details of specific rules it needs access to on the wiki page.

Hi @Frank Reay Where do you find the ability to add field translations in the asset management section please? Sorry if I've missed something obvious! Thanks!

Is it possible to set up Release requests on the Customer Portal? I've noticed these do not have the Portal visibility option in the Service Portfolio. Is this by design or something that we are able to switch on?

We've had success using the API to call smGetRequests for the current account's requests, then calling changeCustomer on each one.

A colleague is trying to export a list from a view they created in Service Manager, but is finding the number of requests returned in the CSV export does not match the number of requests shown in the view in Service Manager. I have replicated their view and get the same result (26 requests shown in Service Manager, only 8 requests in the CSV). Is there a rule about what gets exported to CSV that we are not aware of?

I spent some time with the Hornbill R script for Power BI, but don't recognise that line starting with "<!DOCTYPE HTML...", are you using one of the scripts from the Github page? I believe the version bit is just a warning, so isn't the issue here.

I'm trying to raise a Service Request with the API with the progressive capture fields/questions filled in. Can I please have some clarification on what is required by the Questions and QuestionFieldMap parameters on the LogServiceRequest API operation? I'm under the impression that these want some kind of JSON object, but what properties need to be filled in for each? What is the difference between these parameters? I found this old thread - however the JSON shown in the screenshot seems quite complicated. Is there a relatively simple way to build the required JSON object?

I've noticed that sometimes when copying Word documents to create a FAQ in Hornbill not all of the images in the document display correctly to the end user once the FAQ is published. However I can see the images fine when viewing the FAQ on the Portal. Is there a known reason for why this happens? I found that they displayed to the end user once I manually uploaded the images into the FAQ, rather than pasting them directly from Word, but either way they appeared to end up with the same URL https://mdh-p01-api.hornbill.com/<instanceID>/dav/secure-content/inline/ I'm weary that in doing so I've now uploaded duplicate images to our instance. Is there a way to manage and delete images uploaded during FAQ creation?

I was just about to post about this as many colleagues have queried this during our time using Hornbill. I have admin rights so I have the ability to change assignees on tasks, but I'm told that once an individual is assigned then even if a team/group they belong to is also assigned, the other members of that team/group can't re-assign it. I was on leave last week, and a colleague accidentally assigned a task to someone else in their team who was also on leave, so they had no way to re-assign it. This is obviously not ideal. The solution of assigning an owner is okay, and I have done this for one of our processes for one individual to have ownership of all tasks on that process, but I feel it gets more complicated when there are multiple tasks for different teams, and I can't see a dynamic way of getting the different team managers in the BPM. The way I did it for the one process I mentioned was to put the username in one of the attribute fields on their team, then get the team details and use the attribute for the owner variable in the BPM. I guess this works but you do have to remember to manually update this attribute if the team leader changes. If there is a more elegant and dynamic way of retrieving a team manager I would like to know. And even then you're still leaving it to a single user that may not be available to re-assign the tasks when required. Ideally there should at least be ability for everyone in the assignee's team to be able to re-assign their task if required. Is this a possible improvement?

Is the rowStart parameter on getMesageList working as intended? The call fails when rowStart is greater than or equal to maxResults, but why is this? The maximum number of messages you can return at one time appears to be 500, but if I want to get a message older than the first 500 (e.g starting from row 500), I can't do that. Am I misinterpreting what the rowStart parameter is for? If so, is there another way to return all messages older than a certain date?

Nice, thank you, not sure why it would have suddenly reverted, but that seems to have done the trick!

A colleague has noticed that "Not Answered" questions from the capture form have started appearing on requests again (i.e. it is showing all questions from the form, even if some of them are set not to appear with override flags or decision branches). As far as I'm aware these redundant questions were removed from requests some time ago, but now appear to have come back as of 18/08/22. I believe there was an update rolled out to Service Manager last week to fix some UI issues, did this affect the questions pane on requests? Is there a plan to fix this again?

The mailbox associated with our Hornbill instance stopped receiving emails last week on the evening of 04/08/22. I've raised multiple calls with support, who have suggested that it is an issue with our O365 setup. It's still not clear to us what the issue is, nor why it suddenly stopped working last week, but we suspect it may have something to do with having to move over to OAuth2 Authentication (How to configure OAuth2 Authentication for Microsoft Office 365 Mailbox integration - Hornbill). Unfortunately our O365 environment is not configured to allow users to request app permissions as per instructions on this page - How would the Office365 administrator approve permission requests - Hornbill. One of our O365 administrators has asked me to find out exactly what permissions are required so we can apply them manually. Support have told me they do not have these details, and I should ask on the forum instead in order to get an answer from a developer. Are you able to help? Many Thanks

Is there a maximum number of rules that can be applied to an API key? I've added the rule "apps/com.hornbill.servicemanager/Requests:assign" to a key, but it is still telling me it "is not authorized to invoke this operation". However when I create a brand new key and apply this exact same rule it then works using that key. There's about 30 rules on the original key, is this too many, or am I misunderstanding the significance of the order of the rules? I've tried having the new rule as the last, and first rule.

Hi Paul No unfortunately not. I believe that node only returns a string of asset IDs (and type if set to included). I'm looking for the properties of the asset (e.g. Licence Type, Licence Count)

I'm looking to retrieve the properties of a Software Asset via BPM (e.g. licence information that I can feed into a decision node). Hopefully I'm not missing anything obvious, but I'm struggling to find a node where I can plug in the asset name/ID (e.g. item selected from a dynamic drop down on the capture form) and get the required information via the output. What options are available to do this?

Is it possible to get an Asset picker in a Capture Task Field on a BPM task/activity? Perhaps I'm missing something, but it looks like the only non-static options on Capture Task Fields are "Dynamic" fields that only look up Simple Lists, and User/User Group Pickers.