Berto2002

Hi Hornbill?

Fixed for us as far as I know but I will ask service desk again; now I'm doubting too!

Bump and hoping the guys have been away and now returned to look at this

My second screenshot was just the names of my rules showing the order I have them in. The "delete automatic emails..." one is the one with there expressions: subject LIKE 'Automatic reply%' OR subject LIKE '%Automatic reply%' OR subject LIKE 'Out of office%' OR subject LIKE '%out of office%' OR subject LIKE '%Out of office%' OR subject LIKE 'out of office%'

@Steve G or @Joshua Howitt just hit a new error when trying to release a previously tested function in this area; to add to outlook calendar. I have given the permissions on my calendar to the userID and I am the Owner which is the ID used to add to. Here is the error message returned for this workflow: iBridge Method: /Microsoft/Office 365/Calendar/Create Calendar Event.m Error: The specified credential identifier could not be found This looks a bit like the system cannot find it's permissions to do this work? Node config: In UserID I am using Owner (their calendar) &[global["flowcoderefs"]["getReqInformationEndStage"]["ownerId"]] In the Attendees, I am using these fields which are populated with the names and logonID (UPN) of the relevant parties. Implementer (required) &[global["flowcoderefs"]["getReqInformationEndStage"]["customFieldN"]] &[global["flowcoderefs"]["getReqInformationEndStage"]["customField37"]] Customer (optional) &[global["flowcoderefs"]["getReqInformationEndStage"]["customer"]] &[global["flowcoderefs"]["getReqInformationEndStage"]["customerPrimaryEmail"]] Peer (optional) &[global["flowcoderefs"]["getReqInformationEndStage"]["customFieldO"]] &[global["flowcoderefs"]["getReqInformationEndStage"]["customField35"]]

@Steve G are you about?

You’ve got Announcements pinned from 2021 and 2022 which take up and obscure the latest announcements. Can you ask someone to tidy/remove the ones not relevant please? I think some of these are no longer required and from the back-end you guys may just not see what is pinned. Maybe other forums also have old pins like this; some are, again, not relevant. May be worth going through all? Thanks

+1 please. We need the actual time. This is a frustrating UI feature and impedes diagnosis of issues.

I have many workflows with Get datetime-type utilities. Which of these is going from Cloud Utils? After this happens, will our nodes change in the workflows or is there a necessary migration path and deadline? Perhaps I am suggesting that each of the releases should start to have a link to the updated documentation so we can read the detail.

@Fizza FYA

Any update on this please? @Ben Maddams still an issue for you?

Lee, have an inbound routing rule on your connected mailbox to find and discard out of office responses. Set that rule to execute before the rule that matches responses to the tickets. That way, no such updates will come through. Sometimes it's a bit of trick to get the exact terms matched but we use this with some success: subject LIKE 'Automatic reply%' OR subject LIKE '%Automatic reply%' OR subject LIKE 'Out of office%' OR subject LIKE '%out of office%' OR subject LIKE '%Out of office%' OR subject LIKE 'out of office%' It's not quite what you asked for but it achieves the same outcome of not coming off hold. The disadvantage of this approach is that the service desk don't get to see when someone is out of office (unless you have other mechanisms for them to find out like Teams Presence checks etc). If your hold is on a workflow suspend node awaiting customer response I can imagine something like this but haven't tried it: After receiving a customer response the suspend node moves to a node which gets the latest email content You have a decision node and expression that checks for the "out of office" kind of wording in the subject of that email If that's found, you send it back to the same suspend node to await (the next) customer response, if not, move on to the next node This doesn't help you if the on-hold is manual/ad-hoc as there's no workflow to react.

@Adrian Simpkins may I cordially suggest you raise Premier Support ticket if you've not already as this kind of issue has gone on a long time and maybe needs more attention?

When you say stuck on hold, do you mean it has passed the date the analyst listed as the release date; and thus needed to be manually detected and released? We have had a support ticket open for the same for about 6 months and it's been improving bit by bit but we also saw two this week. SDesk have a filter to detect these and manually release daily if they occur. Did you notice if the two you had issues with had previously been resolved and reopened? Both of ours with this issue had so I reported it as a possible problem area on the ticket.

But would be even better if the product did that for us with a nice set of pre-agreed icons for each different type of HA. @HGrigsby?

That IS how: Goodness, who knew! That is useful IF we can remember to do it... @Fizza

+1 updating custom fields is a vital and very specific type of Hornbill Automation. I too would like them drawn-out into a different colour or shape or something, especially as there are now about 80 of them and finding them quickly in workflow is critical to troubleshooting, testing and change. I sympathise with @Steve Giller point about this being one of *many* types of HA. Perhaps Gareth's idea for icons could be taken onboard to have an icon for each type? In other news, @Gareth Cantrell, nice but how? I tried things like: U+1F10A (^O^) ... but they just show the text...

I got back from holiday and I have just received the same error. It was working on 26th March for us (midday) but seems to have stopped working for my Team by later that day (16:38 on 26th March); but by then I had gone on holiday... The error from the node is: Failed to get user details from Teams: Refresh Token Generation Error: AADSTS900144: The request body must contain the following parameter: 'grant_type'. Trace ID: dc90567b-0216-451f-a338-2fc966304900 Correlation ID: ca80b545-840e-4d70-af99-f1abad2768f7 Timestamp: 2024-04-08 06:49:40Z Status: failed I cannot see anywhere that we need to specify the "grant_type" in the config: @Steve G is there an error in the iBridge somewhere? MS Co-Pilot gave me this: The AADSTS900144 error typically occurs during token generation in the context of OAuth 2.0 authentication. Let’s troubleshoot this issue: Missing Grant Type Parameter: The error message indicates that the request body must contain the parameter ‘grant_type’. Ensure that you include the ‘grant_type’ parameter in your HTTP POST request. Also, make sure to add an ampersand (&) before the ‘grant_type’ parameter in the request body. Example: grant_type=client_credentials. Resource Parameter: You don’t need to include the ‘resource’ parameter in the same body. Remove the ‘resource’ parameter from the request body. The ‘resource’ parameter is typically used for older authentication scenarios and is not required for client credentials flow. Content-Type Header: Set the Content-Type header to ‘application/x-www-form-urlencoded’ in your HTTP POST request. This ensures that the request body is formatted correctly. Check for Typos or Encoding Issues: Verify that your client ID, client secret, and other parameters are correctly encoded and free of typos. Double-check the values you’re using. Postman Configuration (if applicable): If you’re using Postman, ensure that you select “Send client credentials in body” instead of “Send as Basic Auth header” in the Authorization tab. This ensures that the credentials are included in the request body. Browser Issues (if relevant): Clear cookies from your browser or try running the tool in private mode. Check for any pending Windows updates. Remember that troubleshooting may vary based on your specific use case and environment. If you encounter any further issues, feel free to seek additional assistance or provide more details about your setup.

@Steve Giller I'll challenge on that statement. We used to have these media linked into FAQ from my own document library in Microsoft Stream which is inside our MS tenancy and they worked. It also does not make sense to require FAQ to be public documents as very few businesses would want their private information published to the world and it's bots. No mention of permissions here in Wiki: Service FAQs - Hornbill and very little information at all in the new Document Library: Services (hornbill.com)

I have some FAQ articles that have a media link. I have just discovered they are not playable. When one opens the section, the media player is shown but the play icon is greyed-out. Is this something my end or Hornbill end? The config just has a media link: That link plays fine when pasted into the browser The document is stored on an area of SharePoint accessible to all ICT users (and thus myself).

@Estie For visibility have you seen all these settings? Looks like you have a default set to customer somewhere. We have most set to Team: Paste "guest.ui.app.com.hornbill.servicemanager.operation" into the filter.

@EWA solution suggestion for you. Create a simple form any of your analysts can access in which they can select the team they are in. We do this by asking them to select from a simplelist in the form which lists all the team names in Display and teamId in the Value. Create a workflow behind it that simply takes them out of that team by using the customer of the ticket and the teamId from the simplelist. This will prevent people assigning to them manually in their absence but, according to my testing, does not remove their Ownership of any Requests already assigned to them. Your form could have a return date they enter when they fill it in, which will suspend until that date and then initiate the reverse operation 'automatically' to put them back in the group it took them out of (and send a notification to confirm). If not that, your form can have an add/remove toggle for them and when they return, they do the reverse operation manually. You might like to have stored the value of the team they are removed from in a user profile custom field so they get added back the same team and have no choice to add themselves to other teams. Your form could have options for more than one team if that's how you are configured. It can also set the users "Availability" status with the same workflow. You then 'simply' embed the use of this form in your absence process along with them setting outlook, etc. Alternative: ask for an enhancement to allow workflow to update the "allow assignment" parameter in the service desk area (Service Desk (hornbill.com)) or have that linked to the Availability Status updates.

I am seeing this which I think should be the profile picture?

Or as per this thread, the implication the error could be related to the node that follows in actual fact:

To send an email, users need to have a permission to send from your mailbox. Assume you have this in place? The fact the email has gone does rather imply that you have...