[Mandated fields in the UI showing with a grey (not red) side bar]

Ah, actually, on the ICFs in basic user view, the mandated field is teal until clicked and then goes red.

[Mandated fields in the UI showing with a grey (not red) side bar]

You can see the little bar on the left should be red for mandated fields but it's started showing as grey in the UI. Does not even go red when highlighting or when populated:

 

[MS Teams integration and ability to send messages to users]

And, as per my previous request of this type, the ability to have all updates to Customers go through teams also; at the moment, the only notification option for updates of visibility Customer is via email.

[Help Needed - Getting basic Teams Presence Alert to Work]

Have asked for Premier Support on this one.

[Email search results to have sort order options and carry-over existing sort order from pre search]

I was trying to search emails this morning. My default sort order on the folder concerned, pre-search, is newest first:

I enter "Approved" as a search term because I wanted to see all the emails **recently** that have that string:

The sort order has reversed and I have no option to change it because the sort order options are absent.

I have 316 results and 20 results per page so I need to scroll to the bottom and press next 16 times to get to the newest entries for that search; which is pretty bonkers.

So I request that sort-order be please added to the results of the search (i.e. as it was before searching) and that the sort order of search results observe the sort order present at the point of the search.

 

Additional information: the sort order is UNKNOWN on searches so anyone looking in date order will be unable to find things on searches.

[Logon ID not returned by "Get Request Information - Customer Details"]

@Fizza thought you were going to report this

Yes, pretty sure this is a bug. We get no result for logonID from the Get Customer Details node. For some time (maybe years... since I learned this on implementaton) we have used primary email address. Can that be right we've just ignored such a thing?!

My profile has logon ID (never really clocked the profile doesn't have CustomerID but uses UserID...):

 

Config of node to push Get node outcomes to Timeline:

Timeline output showing blank logon ID:

Would also ask for comment from HB about these discrepancies:

 - Get node is missing an output of User ID and Employee ID, both of which are on the main user profile record

 - What is relationship between User ID and Logon ID officially?

 - Why are the user's profile details form (where they can add a secondary email address and other fields) and the admin User Profile view not aligned in terms of fields included?

[Enhancement request: Service Portfolio/support teams]

+1 for convenience but we don't alter it often

[Hornbill AAD Get Manager Details]

The Azure Import Utility can sync-in users' line managers from AAD so they are then stored in your instance against the users' profile. The Get Customer Details node then gets Manager Name and Manager ID of the person who is the Request Customer. In our instance the Manager ID is the email address; else use that Manager ID to do a second Get Customer lookup to obtain the manager's email address (&[global["flowcoderefs"]["getCustomerInformation"]["primaryEmailAddress"]]). So thinking you don't need to go into AAD for this.

[Last Updated time in Asset Management is 1 hour Ahead]

We have this too. Looking out for the fix

[iBridge Create Calendar Event]

I tried another test with the authentication user and it still gave the same error:

[Help Needed - Getting basic Teams Presence Alert to Work]

Keeping this at the top

[iBridge Create Calendar Event]

@Joshua Howitt The 'User ID' that we use to Authenticate the connection between Hornbill and Microsoft Office is our ServiceDeskID (the admin user in Hornbill).

The UserID I used in my test (that worked on 6th March) was that of our infrastructure manager who has altered their Outlook permissions to allow the ServiceDeskID (the one we use as KeySafe/API/Admins) to Edit their calendar. I used this variable: &[global["flowcoderefs"]["getReqInformationEndStage"]["customerPrimaryEmail"]]. So the ID was neither mine (SessionID) not the ServiceDeskID.

I then altered my requirement to add the calendar entry to the calendar of the Owner of the Change Request, not the Customer so I used this variable: &[global["flowcoderefs"]["getReqInformationEndStage"]["ownerId"]]. This is where I got the error, despite the actual ID that pulls back being the same person as I used above. Again, the ID was neither mine (SessionID) not the ServiceDeskID.

Are you telling me that the UserID has to be the ServiceDeskID? But if so, that was not the case on 6th March so has this changed (there was a Service Manager release between the two tests I did)? It is also not in the guidance for that field which states "User ID that entry will be assigned to". We were able to use the UserID for my infrastructure manager on 6th March.

 

[Help Needed - Getting basic Teams Presence Alert to Work]

Hi Hornbill?

[Raising a call on behalf of another customer doesn't always change the customer to that person]

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

[iBridge Create Calendar Event]

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

 

[Auto Out Of Office Replies Taking Tickets Off Hold]

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%'

[iBridge Create Calendar Event]

@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"]]

[Help Needed - Getting basic Teams Presence Alert to Work]

@Steve G are you about?

["Pinned post" tidy-up on the forums?]

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

[Email - time received display - can it be changed to mimic Outlook behaviour?]

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

[Ref HB core update 337 - Details and migration path?]

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.

[Error in Workflow on Unlock actions]

@Fizza FYA

[Help Needed - Getting basic Teams Presence Alert to Work]

Any update on this please?

@Ben Maddams still an issue for you?

[Auto Out Of Office Replies Taking Tickets Off Hold]

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:

1. After receiving a customer response the suspend node moves to a node which gets the latest email content
2. You have a decision node and expression that checks for the "out of office" kind of wording in the subject of that email
3. 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.

[Request still stuck on hold following recent patch]

@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?