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NickH

Hornbill Users
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Posts posted by NickH

  1. 13 hours ago, James Ainsworth said:

    Hi Nick,

    I just wanted to let you know that we are currently working on adding the options to include / copy the Questions section when creating a new request.  Provided there are no challenges through development, you may see this becomes available over the next few weeks. I'll post back here once it is in the Live environment. 

    Regards,

    James

    Thanks for the update and your efforts on this James, much appreciated 

  2. Good Morning,

    We have a requirement to provide a list of templated Change Requests, Standard changes that have been pre-authorised and are routine and repeatable. Much of the details will be pre-populated, with perhaps only a few fields requiring input, the change will also not go through the authorisation steps all other changes do.

    Can someone point me in the right direct on where to start investigating this, and if it's something anyone else does in their organisation?

    I've had a search and creating 'Catalog Items' for given services seems the most likely way forward, but would appreciate some input before we start going down the wrong path.

    Many thanks

    Nick

  3. Hi James,

    Apologies for the slow reply on this one, it dropped off the radar a bit. Currently we set the schedule once the change has been raised, so using the schedule button on the actions bar. I think setting during progressive capture might not work for us as it's conceivable the timings might not be known at the stage of raising the change, for instance we might raise the change to then step through it with our customer so we can come to agreed timings.

    Regards,

    Nick

  4. Morning all,

    Is there a way that I can show (where they exist) the scheduled times for a request in the request list view.

    Example being a Change that has been scheduled, it would be good to see those times in the request list. I appreciate users can (and maybe should) use the change calendar, but I've had a few users saying it would be useful to have that info available when looking at the list of changes, and I tend to agree with them. I assume as the data exists against the request, it's available somehow in that view? I've not gone down the path of mapping those times to custom fields and displaying them that way, and tbh honest I'd rather not if possible.

  5. We're still having issues copying a request that successfully includes the Summary/Details AND custom fields. So far to give users some functionality we've had to sacrifice the Summary and Description. The crux of the issue seems to be whether or not the ' Copy Service' is included in the 'Log new change node'.

    If we don't set 'Copy Service' the Summary and Details copy across ok, if we do set it they don't, almost as if they're being over written by a blank details pane that is associated with that service?

    We've tried copying the Summary and Description on a subsequent node, but that didn't seem to work. I'm guessing we could map Summary and Description to custom fields, but we'd rather not as that wouldn't align with the details panes we've already created.

     

  6. Hoping for a some pointers as to why the cleaner utility isn't completing for us. The output we get when we run the tool is:

     

    ===== Hornbill Cleaner Utility v1.11.1 =====

     Hornbill instance: lmco

     WARNING!

     This utility will attempt to delete records from the following entities

     as specified in your configuration file: 

     * Requests (and related data)

     Are you sure you want to permanently delete these records? (yes/no):

    yes

    Are you absolutely sure? Type in the word 'delete' to confirm...

    delete

    getApplicationList MethodResult failed:Invalid session. Please establish a session first

    getRecordCount MethodResult failed for h_itsm_requests:Invalid session. Please establish a session first

    There are no requests to delete.

    ===================================

    Our conf looks like:

    {
        "CleanRequests": true,
        "RequestServices":[
    1,
    ],
        "RequestStatuses":[
    "status.closed"
    ],
        "RequestTypes":[
    "Service Request"

    ],
        "RequestReferences":[
        ],
        "RequestLogDateFrom":"2020-07-29 00:00:00",
        "RequestLogDateTo":"-P10D2H3M4S",
        "RequestClosedDateFrom":"2020-06-29 00:00:00",
        "RequestClosedDateTo":"2020-07-29 00:00:00",
        "CleanAssets": false,
        "AssetClassID": "",
        "AssetTypeID": 0,
        "CleanUsers":false,
        "Users":[]
    }

  7. We've hit a slight snag with this, we've spent a few hours trying to sort it without  much joy. When we duplicate the change record, all of the custom fields copy across ok, we've used the following node:

     

    image.png.b9193d901e6417d31a7976dc764914c7.png

     

    However we can't get the Summary and description to copy.

    We've tried mapping the field as such:

    image.png.4b6e5e99ca201b3683a180276c15f0fb.png

    And also tried the built in option on the same node:

    image.png.8e472a3c25f2d5d7616614bde6c0f9d7.png

    But when the record is duplicated both Summary and Description are always blank.

    Can someone point me in the right direction, I feel I'm missing something obvious?

     

    Thanks

  8. Afternoon all,

    We're very new to Hornbill, whilst we work though our on-boarding plan (currently implementing our change process) I want to investigate other areas HB might be able to provide us with value. Something my organisation does a lot is planned work, currently that piece of planned work would involve potentially multiple changes and multiple implementation tasks for various teams. Currently this would be planned/steps recorded in a spreadsheet. This can lead to issues, for instance the Service Desk might not realise they have a task as part of this planned work to E-mail the customer when the work starts/and another when the work has ended.

    Does anyone use HB to manage similar pieces of work? I was thinking I could make a workspace for a given piece of planned work, but having had a play it doesn't seem quite right.

    Many thanks

    Nick

  9. Thanks James, I appreciate your feedback, I'll give that a go.

    In investigating this though we've just noticed the details form that we've been designing (on one of our services) isn't populated across to our other services for that request type? Is this possible? I'm slightly apprehensive about having to manually design the form for each service in the first instance and then having to manually update all of them every time we want to implement a change, the risk of human error seems high.

  10. Update :- Managed to invoke the workflow (needed to port the service selected in the parent change into the new change).

    However I've hit a new snag, that when the parent change was created during the progressive capture stage the requester selects an individual that they want  a certain authorisation task to be assigned to, however when the duplicated change gets to that step in the workflow it understandable falls down. Is there a way of taking the PC questions with the duplicated change? I've tried mapping the user selected in the PC to a custom field, copying that into the new change and then using that to drive who the task is assigned to, but it doesn't work, I guess because it's the handle you select at the PC stage but HB needs to know the ID when assigning a task?

  11. Thanks Daniel,

    I like this idea, and have set up as per your helpful instructions, however although a new Change record is created it (understandably) doesn't invoke the same workflow that brand new changes do. I.e. our Change workflow has a number of tasks that get fired out as the record moves through it's lifecycle. I feel like I'm missing a piece of the puzzle on how to make the duplicated change follow that same workflow.

    Thanks again

    Nick

  12. Hi all,

    We've just on-boarded to HB and are currently testing our Change workflow before go live. During some demo's a couple of uses have noted our current (and very basic) system has the ability to create a new Change from one that already exists, i.e. it copies the details into a new one, at which point the requester can change any of the minor differing details - I.e. the software version in the description.

    Can any more experienced users highlight how they do this, or how you might go about it please?

    Many thanks

    Nick

  13. Morning all,

    Is there a way of changing the 'no reply' prefix on e-mails that have been auto generated by the system, i.e. those that contain an authorisiation task? I was hoping the following setting would do it, but changing it doesn't seem to have made any difference.

    Many thanks

    Nick

     

    image.png.2ddf01409b4e85281dfb833d4e240342.png

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