AlexOnTheHill

I apologise for how basic a query this is. While looking at our business processes I have noticed that with our non standard changes a due date is being added to the activities which is set to be completed in 48 hours. If I were to change this to 2 days is that 2 working days? If it is two working days does that account for Bank Holidays? I have tried looking in the Wiki and not put my finger on the answer to this one. The concern we have is that changes may be submitted on a Friday and not seen until the Monday by which time 48 hours will have passed so defining working days would be preferable. Many thanks

That is wonderful! Thank you for the update, much more user friendly. I haven't seen this come through just yet.

Thank you for the swift reply I do understand you can tick that box to stop it happening going forward, this is advice we regularly give our users. The problem is new users cannot see the button they need to click at all with the prompt in the way. The feedback we commonly get is that users with Hornbill logins are clicking on the Single Sign on button because that's the only button they can see. This is why I ask if Harry can be repositioned, hidden or made transparent so people can see there is another button hidden underneath.

I have had a request to remove the Harry Hornbill icon from our login page When going to log in he entirely obscures the Hornbill direct button: We have changed our portal background to instructions that explain the need to close this box which is less than ideal. Can it be removed? Made transparent? Moved so it no longer hides the button below? A proportion of our user base needs to log in with Hornbill credentials and the team looking after them have asked that their login button not be obscured.

Hello, We have noticed when creating dashboards if we select Bar Chart the total is correctly aligned however if we chose Column Chart then the chart is rotated 90 degrees but the totals are also rotated 90 degrees. I've highlighted the alignment in the screenshot below I cannot see anywhere in the chart options that allow you to correct the alignment, the numbers need to be rotated 90 degrees clockwise. Is this a bug or is there somewhere I can correct this alignment that I have missed?

I have noticed a further failure again today on CH00108007 at the same point 'Get Card Info' Execution Failed: Xmlmc method invocation failed for BPM invocation node '8a21a7f9-dadc-2031-0697-69317467c95b/flowcode-528166c8': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>getCardInformation</operation> <error>Unable to get application context: com.hornbill.boardmanager</error> </state> </methodCallResult> This failed with the same error at the same point with the newest version of our Standard Change BP, I have reverted to the earlier BP version.

Hello, Over recent weeks we have been experiencing a number of problems with occasional failures in the Standard Change BP The BP fails at Get Card Info, sometimes at the review stage, other times at the implementation stage but always at Get Card Info This does not always affect the same person and does not affect our non standard change process The same people raising the standard change can raise a non standard change without encountering this issue so we do not believe the problem to be role related Examples of failures in the live instance: CH00105388, CH00105376 and CH00101577 Text of the failure from our log: 0.800857s ERROR Execution Failed: Xmlmc method invocation failed for BPM invocation node '8a21a7f9-dadc-2031-0697-69317467c95b/flowcode-528166c8': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>getCardInformation</operation> <error>Unable to get application context: com.hornbill.boardmanager</error> </state> </methodCallResult> host=mdh-p01-node11 We have had a session to discuss this but the outcome was to add a step to the BP to assign the call and that is at a point after the failure takes place. Do you have any recommendations?

Oh wonderful! Thank you Mary

Hello, I am trying to improve our change business process and have noticed recently that a number of changes seem to be approved without having a schedule set. I have tried adding an automation which makes the process wait until the change has its change date scheduled but there doesn't appear to be an option among the tasks. Is there something I am missing or can this option be made available? Alex

Is there any chance of an update on this?

Hello, We operate in a shared instance where the two main areas have differing requirements for the default visibility of updates in the timeline. One area needs to keep updates visible to the team only as the contents have data sensitivity concerns, other areas need to share updates with their users. Given the importance of preventing unintentional breaches I can see why the switches that control updates are set to team - eg app.email.routing.rules.default.visibility.update Would it be possible to give the option to control default update visibility to the services or even catalogue items? Also, if there is something obvious I have missed please let me know.

I found the role Docmanager Portal which does give end users the document manager feature this also enables the selection of a hyperlink

Hello, Apologies for the knowledge gap here, I am working on developing our Self Service Portal and would like to change the link we currently use for an internally hosted user guide to one available outside our Microsoft tenant. I have uploaded a document, added it to a library and ensured that the Library is visible to all internal users and external ones however when I log in with a test external account I am unable to view the document. The test account currently only has the Basic User Role and the Self Service User role. Is there something I have missed? The library has been shared with our organisation and a team created with users who sign with a login rather than single sign on. I'm sure I'm missing something fundamental, can you advise? Document: https://live.hornbill.com/[instance]/docmanager/document/view/DOC20210200000006

Hello, We have encountered an issue where adding external users to Hornbill as basic users potentially leads to those external users being able to see internal notices on the platform as well as links to internal documents It is not practical for us to go down the external customer portal route for these users as we have a shared instance and both areas sharing the instance want all customers to be able to see just their own services. We had explored the option of adding external parties as basic users and adding them to a specific company but cannot use that information to control what they see on the self service portal. Is this functionality something that can be added? If this functionality already exists in some fashion please advise. Many thanks

Thank you Mary This is exactly what I was looking for and somehow exactly what wasn't what happened when I set up a bulletin yesterday. I will take a look to see if I did something daft like expired the bulletin before I looked at the page. Oh my days, it was a combination of the time expiring and the bulletin being on a different service. Thank you for your help!

Hello, I have had a request to add a notification rather than to the homepage or the our domain within Self Service to a specific service. I am aware of, and part of the organisation already uses, the Bulletin widget on their homepage but would it be possible to make this same information visible when you select the service the bulletin relates to? I am just thinking if, theoretically, you had 30 different services and they each had bulletins then the bulletin widget would not be the most effective way to display that information. If you then selected a specific service and instead of being taken directly to make a request you are taken to bulletin instead that would mean there is no way someone who has selected a service would have missed that service's bulletin. Would this be possible?

Thank you for coming back to me It feels more like the regex is working around a problem rather than the answer to it. Nothing in the definition of the progressive capture or the business process warns that the population of the details from the progressive capture will fail under these conditions. Would it be possible to arrange it so that rather than populating no details at all it populates with truncated details?

Hello, We have noticed some of the calls logged by users are not populating any call details and this is due to summaries over 250 characters. I understand that the maximum length is 250 characters so have implemented a regex to prevent long summaries from causing this problem. Given the limitations of 250 characters would it also be possible to put a character limit on the summary field? Also, if the summary is over 250 characters why does the description also fail to populate from the progressive capture, even if the description is just one word? I would add that this problem only happens when the summary exceeds the 250 character limit, 250 characters or less do not cause the problem.

The filter will allow us to manage the full user licences between the domains. We are currently at the limit of our full user licences and it would be handy to see if one area had used more than their share of the licences, also if we were to look at archiving/demoting users which domain they belong to so one domain doesn't inadvertently affect the other.

Good question, I am surprised I didn't put this in my original post. I think it would be most useful here: https://admin.hornbill.com/[instance]/accounts/users/ Many thanks

Hello, Would it be possible to enhance the user list in Hornbill to allow you to filter by Domain when you have a shared instance? I am trying to achieve this by running reports at present and I think this option would be of benefit to any organisation sharing an instance. If I'm missing something obvious please let me know. Many thanks

Hello, Would it be possible to add a column to the request list that allows you to see if a request has a linked request and what that reference number is? It would be particularly useful as it would also give the ability to filter calls out that have a linked request, allowing you to search for requests that haven't yet been linked or sort by that field to be certain that calls are linked to the correct request. Many thanks

Hello, While going through translations I have noticed that it can take a long time to find all the values that you have changed and there are other settings where you do have the ability to filter for only modified settings. Here is where the filter would be most useful: https://admin.hornbill.com/[instance]/language/translations/com.hornbill.core/ https://admin.hornbill.com/[instance]/language/translations/com.hornbill.servicemanager/ Here is a section with the filter: https://admin.hornbill.com/[instance]/settings/application/com.hornbill.core/ Would it be possible to have this facility extended to the translations? Many thanks

This has now been configured and rolled out, thank you for your help

Hello, Our team does not work from email, our workstream is through Self Service / phone only and allowing replies to emails from Hornbill is incredibly useful when it populates the timeline. As people have found that Hornbill is associated with an email address we have an increasing number of users emailing that address directly and at present someone has to go in regularly to manually reply to say that the mailbox isn't monitored and to log a request via self service or over the phone. Would it be possible to apply an auto-response that only replies to non-associated emails to say the mailbox is not monitored? We wouldn't want to autoreply to all emails, just for direct emails not associated with an open/held/resolved request. If this isn't currently possible could it be considered for future inclusion? Many thanks