[Auto-select the customer field on a 'new' request]

I logged a support request as when trying to raise an RFC from the analyst portal when trying to select a catalogue item from the select a service form the pfc was looping back to the previous page.

I have switched this off and now it is working as before. This is the services form used in the PCF

[Hover over catalog items list showing as blank]

I raise a support request and it was caused by this setting guest.app.experimental.enableProgressiveCapture2 

when i switched this off the Change requests started to work again - i will comment on the below

 

[Hover over catalog items list showing as blank]

On 4/12/2022 at 10:26 AM, Victor said:

The fix has been deployed in all customer instances.

Hi Victor, 

We are still seeing some issues which I believe maybe realted to this. 

When trying to log an RFC from the agent portal it is looping when you select a service. 

[Unable to access business processes ITOM is disabled]

 

I understand you are making changes to ITOM.

I have not made any changes but I am unable to access business processes and cannot find a setting for itom.enable

[Help icon in Date Control Field Type]

12 hours ago, Victor said:

@MichelleReaney it cannot be removed... any particular reason why you would need this removed?

Morning Victor, 

It is very close to the calander button so can be clicked on in error quite easily and it is not appropriate/needed for customers using SSP to have a link to this page https://wiki.hornbill.com/index.php?title=Date_and_Time_Smart_Control

 

[Help icon in Date Control Field Type]

When selecting Field Type Date Control in progressive capture form there is a ? at the end that takes users to https://wiki.hornbill.com/index.php?title=Date_and_Time_Smart_Control if they click on it by accident.

Does anyone know if there is anyway that this can be removed?

 

[Viewing complete workload]

i would also be interested in this please

[Request list - Export]

We are also experiencing this issue. 

[How to automatically chase an approver if no Authorisation is received in a given timeframe]

Thanks Steve, This would mean adding about 15 extra nodes in the BPM for each time it expires was hoping for a simpler option. 

Haha, I don't think just closing them without out at least chasing would go down too well  We are trying to automate the requests to take the work away from service desk but if no authorisation is received then currently they just sit there waiting. 

[How to automatically chase an approver if no Authorisation is received in a given timeframe]

Is there a way of sending automated chase emails to the approver (cc in requestor) if the request has not been approved after say, 1 week, a different email after 2 weeks, then final email after 3 weeks to say the call will be resolved as no authorisation received.

I was thinking about setting an expiry on the authorisation then sending a chase email but we would need to do this for each week so this will add a large number of entities to some already crowded BPM's.  

Has anyone come up with a better way of doing this?

 

[Intune Asset Import]

Bump - is anyone from Hornbill able to assist with this? 

 

[Change process broken after update?]

On 12/10/2021 at 11:34 AM, Alberto M said:

Thanks for this explanation, @samwoo.

As we have around 150 services and our change, problem and known error request types have no catalog items, we needed to turn this setting off.

It would be nice to have this setting separated for each request time.

 

 

On 12/10/2021 at 11:51 AM, lee mcdermott said:

@Alberto M

 

yes with 150+ services that would be a massive amount of time and effort to setup a catalog item for each one just to get them working again.

 

On 12/10/2021 at 11:44 AM, lee mcdermott said:

thanks all for the info.

 

we dont have any catalog items defined for changes or problems either so explains why it has stopped working.

 

so to clarify is the resolution to create a catalog item or can this setting just be disabled?

 

and where about is this setting (whats it called)?

 

thanks

lee

Hi Both, 

To make you aware we changed this setting to off as PM and KE had no catalogue items defined and this fixed it for these.

However we have now noticed that with this setting off if an agent is logging a ticket in the agent portal then they are not required to select a catalogue item anymore.  

It will let the agent continue with out selecting a catalogue item for that service and then errors at the end so they are unable to log a ticket.

Something to check 

 

 

 

 

[Routing rule no longer raising requests from emails]

Thanks Victor - not sure why it suddenly stopped working then?

I have just created a contact for the specific external sender and now new incidents are logging again as expected. 

[Routing rule no longer raising requests from emails]

We have a routing rule set up to create a new incident when an email is received from a specific external sender.  This has been working fine until some time between 03/12/2021 and 05/01/2022.  

We have not changed anything in our systems.  I have looked at the guidance in here and we do not have a contact/user set for this email address and app.email.routing.rules.unknownUsers.allow is set to off but this has always been the case so I don't understand why it has suddenly stopped working.  

 

 

[Change process broken after update?]

Thanks everyone. We only had one service with no catalogue items, changed setting to disabled and now working as it was previously.

 

[Change process broken after update?]

We are also having the same issues with our Problems service.  Both Problems and Known Errors are showing this.

They both use the default workflows BMP as there are no catalogue items defined.

Do you have any catalogue items defined in your change service? 

 

[Searching on Progressive Capture Answers]

+1 for us too

 

[Some Progressive Capture Answers not showing in Ticket Questions]

50 minutes ago, Victor said:

@MichelleReaney difficult to troubleshoot further without looking at some examples. May I suggest raising a support request so this can be investigated further?

Thanks Victor.  Yes I will log a support request. 

[Some Progressive Capture Answers not showing in Ticket Questions]

On 12/1/2021 at 2:41 PM, Victor said:

@MichelleReaney any chance the affected questions in the PC (and the respective answers) are configured as conditional fields in PC configuration?

The most common question that is not showing on the form (and where the BPM fails) is a mandatory question and then depending on the response to this question they are presented with other questions.

 

[Some Progressive Capture Answers not showing in Ticket Questions]

We have an issue where some of the answers to a specific progressive capture are not showing in the questions section of the SR once it has been logged. 

Once the Progressive capture has been completed, the majority execute successfully but some show all the answers in the SR and some don't. 

Others fail with an error of no matching gotoif found and need to be moved on manually by completing the answer manually

 

 

[Encouraging Customer Feedback]

+1 from us too. 

[Hornbill Integration with Good Forms]

We are also looking to use Power Automate to create tickets in Hornbill

[Broken Images in FAQ's]

Thanks Jeremy. Might be something we have to look into if we cannot find a fix but this should not be needed as it should just work.

They do work for a time and then stop working? URL says DNS_PROBE_FINISHED_NXDOMAIN I have tested this externally and still cannot see the images so it is nothing internal to us causing it. 

 

[Broken Images in FAQ's]

I think they are hosted externally, we don't appear to have access to these

[Broken Images in FAQ's]

Does anyone have any thoughts on this?