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Everything posted by Berto2002
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I copied a change today and it DID pick-up the latest generation of the Workflow. This is different behaviour from last time I tried but that was 12+ months. Hurray! (I think). Just wait until I want it the other way around lol @Adrian Simpkins
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@Lee C so no, you cannot have the sent email showing on the Request but what you can do is add a node in the workflow that updates the timeline with information that replicates the email sent to the customer (but without all the html etc).
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Just for confirmation is this what it should look like? If I inspect the element it's this: I just ask because in this other chat, Daniel implies the new UI font is "slightly... bigger" but our experience is that, after the change, the font we see if smaller and more compressed. I don't have a problem with it but as this change was about consistency of experience I wanted to check that what we see is what you're sending out. Our "new UI" used to have the same font as this forum.
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Unable to see the email template?
Berto2002 replied to Adrian Simpkins's topic in System Administration
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Why are you getting emails in from archived users? Can you add a node in your workflows before they get assigned to Service Desk to "Get User" details and then have a decision/expression based on the Account status to cancel/close any tickets raised for emails where the user is archived (and perhaps send a nice email saying please do not email us again or what to do to activate their account)?
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I'm starting to see a new font for my UI, is that expected?
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We are talking about that; except we seem to have different experiences... unless something has changed since we last tried it...
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Reporting on amount of cases and time from open to resolved
Berto2002 replied to Ruben's topic in Service Manager
It's quite a big question but involves this at the high level: Ensure you have "start response", "start timer" and "mark response" nodes in your workflows; and that they all go through resolution and closure to end Ensure you have at least one global Service Level configured and linked to the Service portfolio configuration for each service Then either get into the Reporting engine and work on a report that brings back the Breach and Response Time and Resolve Time which is available when you select Report Using An Entity and select Requests OR you can look at the Widgets and Dashboards to give you data online See what you can find in the documentation along these lines. I am not sure about averaging; I don't think that is possible in the Reporting Engine. It may be possible in Dashboards. I think you would need to use a data aggregator like Power BI to do that. -
I recognise this potential for issues and for users this would be an issue. From my perspective, the benefit of the choice would be to ADMINS like Adrian and myself where we can make an educated choice.
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Azure AD Import - Removing the use of Proxy
Berto2002 replied to JamesGreen's topic in Integration Connectors, API & Webhooks
@Victor do you know who to direct this to please? Seems we cannot remove the proxy reference. -
What's use case here? What are you trying to achieve?
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+1 for two reasons when people clone a change request (like the last time they upgraded a system 6 months ago), it picks-up an old change workflow from before our last release and it scuppers the CR so I have to cancel it when we find issues in a production workflow that we can fix quite quickly and republish and want to copy the original request so we don't lose the questions data entry or Request field values, we have to re-log from scratch (as per Adrian's case) I would always choose to "Proceed with Active Workflow" (the latest version of the workflow previously used) or "Proceed with Selected Workflow" than "Proceed with Original Workflow"
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@Gareth Cantrell. We have managed to alter a parameter in the final branch statement and can get the h_last_update_activity_id to post on the JIRA timeline so we are connected. What we cannot do is get the content of the last update there. We were looking through the Send web requests automation steps in JIRA and we can see this one gets the h_pk_reference from HB and assigns to "requestId" in JIRA { "@service": "apps/com.hornbill.servicemanager/Requests", "@method": "getRequestRecord", "params": { "requestId": "{{webhookData.onEntityEvent.record.h_pk_reference}}", "returnRelatedData":false, "returnActivityStreamAccessToken": true } } We can then see this gets the h_last_update_activity_id and assigns to "activityID" in JIRA { "@service": "activity", "@method": "activityStreamQueryItem", "params": { "activityID": "{{webhookData.onEntityEvent.record.h_last_update_activity_id}}", "accessToken":"{{webResponse.body.params.accessToken}}" } } What we cannot see is how JIRA can get told of the cell contents for "h_content" from "h_buz_activities" table which is where the updates are stored (The last updates text is not stored on the h_itsm_requests table). We feel there should be perhaps be another web request or part of an existing one that uses the activityId to then pull back data from h_buz_activities/h_content for the given activityId?
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We've tried the set-up as @Gareth Cantrell described and it's not working, sadly. We're going to run through thing again in another session next week. A few observations include. The only issue that through an error was Custom 33 is not recognised in the webhook spec so we altered to custom d; but it still didn't work. @SamS is there a reason why custom 31 + are not included in webhooks? Our webhook:
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@samwoo thanks for the session ID information. I have included it in our form for the profile updates also. {{user.phone}} also works. I found this list and all your suggestions are on it so I thought to try some others... / session / getSessionInfo (hornbill.com) '''Your Cost Centre''' {{user.Attribute2}} *'''Your Home Organisation''' {{user.homeOrganization}} But they didn't work.
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I think the sync only sync status etc not other bespoke previously-added information
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Is there a way to refresh the info on a Board card?
Berto2002 replied to Sam P's topic in Board Manager
Correct but then there are no "triggers" in the whole system so this is expected. It would be a good enhancement for the system to have generic "wait for X" that can happen at any time in a workflow and trigger this kind of update or autotask. -
I have this set in the workflow at key points: Schedule is added to the card as soon as the schedule is added to the CR by the implementer in the CR build (after a wait for schedule node) Schedule on the card is again updated after the change manager's quality review (even if not changed); in case the CM moves it Then schedule action is locked down so only Change Manager can alter it After authorisation, we have a task that sits there waiting for the Implementer to "start implementation" and in that task they also have a button to "re-schedule" which unlocks the schedule, allows an edit and then sends to the change manager to review. After that review, the card again updates if authorised.
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Is this going to be a system-wide setting we can alter in future or per user?
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