Sam P

Hello, am just starting out with integrations and have now set up Jira, I can now create a Jira task using an Autotask & Custom Button combo. I wondered if/how I can subsequently send the last ticket/timeline update to that Jira task using Atlassian/Jira Cloud/Comment Issue? What would I need to reference in the Comment field to achieve this? I have a "Get Request Information" node in front of the Cloud Automation node but I don't think this is right. Thanks in advance.

Hi, can Custom Buttons have a title field that gets displayed in the Dialogue box, so that its still possible to see what the Button is for even when its only using an icon and no button text?

Seems like I have lost some formatting the in the Catalog Item description display within Services...I was using a line break to display the Target Resolution on a separate line, but its now wrapped in with the rest of the description (have tried updating the Item again this morning to check). Is this intentional? Does anyone know if/how I can reinstate them the line break? Before and after shown below (left screenshot taken approx one month ago) Thanks in advance

@Victor thank you very much

Yes Requests, so if for example a report showed how many requests were resolved per month by team member, would the tickets of a deleted team still appear? And if it was renamed, would the line appear twice?

Hi all I need to change the name of a service Team in our instance - is it best to rename it or should I delete it and create a new one? If I delete it, how will it be referenced in reports? Is there a way to archive it instead? Deleting feels a bit final! Thanks in advance.

@Victor @Martyn Houghton I wanted to extend my thanks for your help with this...along with this post here I have been able to get my process working perfectly for us. Thank you

Ah so this was the reason for me trying to work out if i needed a decision to say...is date in the future..yes/no. Would I still need this? Our leavers process is a bit hit and miss...we are often told of people who have left after the last working day, in this scenario I would want the Business Process to start straightaway. If the request is made in advance of the last working day I would want the process to be stopped until that date. There's a number of human tasks that are generated as part of the process and I'm essentially trying to stop them from being generated until work should start on them.

Hi @Victor , wow thanks for such a comprehensive reply. We are only 2 months live with Hornbill and therefore its really helpful to have your input. I remembered quite quickly that there were dedicated date custom fields so thank you for the clarification. Assuming this will pass straight through the node if the date is the past? I will try it! Yes, I think I need to read and re-read this a few times but I think there is some crossover in my understanding, thank you for clarifying. I will continue to look at this over the next few days. Thanks for taking the time to respond. Sam.

Hi everyone, I'm trying to Suspend a ticket until a date captured in the PCF (which is mapped to h_custom_a) and until that date passes, the ticket status should be updated to On-Hold and the resolution target should be paused. I need help with a couple of things please: What would my decision expression say to check if the date logged (today) is before or after the PCF answer (i.e. suspend or not)? I have observed the Pause function behaving differently to a manually applied Pause when actioned in my BPM using the Pause Resolution Timer node, what I have missed / done wrong? Why is the Pause button still active when the request is on hold? Why does the Resolution button say the target is ongoing when its been paused in the BPM? Could/should I be able to manually release the Pause? I don't seem to be able to update the status to On-Hold using the Update Request Status node...is there another way to achieve this? Thanks in advance for any help you can give. Sam.

Using Service Manager is there a way of seeing which requests an employee is a Connection of? If not is this something that could be added in time? e.g Susan's Connections

We would really benefit from having a shopping cart function, so +1 for me too

Hi all, is anyone able to share / give me some pointers on writing an audit report where I would be able to see all actions taken on all tickets by a selected Full User between selected dates? e.g. User1, IN00000001, 01/01/2021 09:00:01, update User1, SR00000002, 01/01/2021 09:05:20, resolve etc Thanks in advance

Hello I have customised a standard Hornbill report to show me all Star Ratings received last month. The results are fine, but can I customise the report to show which month its referring to without using any date reference columns in the results? Or is there a way to add the date that the report was run? At the moment whilst the results are different on each report, there's no way of knowing which reporting period it relates to by looking at the report in isolation. Thanks

@James Ainsworth that explains it perfectly, thanks for your time.

Is there a way I can re-instate Human Tasks that have been cancelled due to an error in the Business Process? I fixed the error (on the ticket BP and the BP itself for future) but still need these tasks to be completed: The tasks display this: I'm unsure if its important to note these particular tasks are within nested within 2 sets of parallel processing and the error occurred elsewhere. Thanks

Thanks Steve, will give that a go, will add the Get Request Information nodes in front of the tasks.

Morning, I have a BP which includes a number of sequential Human Tasks, each of which should be dynamically assigned to the Ticket Owner. I have an example where the ticket itself has been reassigned in between task generation but the subsequent tasks are still being assigned to the original owner. Is this by design? Is there a way the un-generated tasks can be assigned to the owner at the point of generation? Thanks.

@Yodit perfect the tasks -> boards are now working brilliantly, thank you! I am however struggling with the link to the ticket...its saying undefined where the link should be, even having entered my instance in the space shown - is there something else I need to add around the request ID bit to get it to pick it up automatically? Forgive me for translating your kind instructions so literally, while I build my Hornbill knowledge. Thanks again

@Yodit Thank you this really helped. I managed to get this to work (on Add Card to Board I also included Service Manager under Application as this was advised by Bob in our Switch On), however when I log a second (identical) ticket I am not seeing further cards under the lanes, only the original ones. Only when they are cleared as part of the BP will any further cards be added. Is there an additional step to take to continue adding cards to boards in this way? I also have another question as that is.. is there a way to link a card to a ticket? I have completed the variable in the Link box but when clicked I get an Oops/404 Page not Found message. It would be great to be able to add this to the cards. Thank you

Hi everyone, we are just 1 week on from our Go-Live with Service Manager, my first forum post, so please be gentle! Is it possible for a Business Process to add and move multiple cards to multiple board lanes whilst parallel processing in one stage? I have tried with the following config but am only getting one card on one lane and the card is being moved / removed even if the Hornbill Automation is in a different parallel processing section. Have I missed a step or is it not possible? I have up to 6 parallel sections like this on this BP, most of them have parallel processing inside them too. Grateful for any advice you can give. Thanks.