Berto2002

Ooh, nasty!

If you cannot do this via the API, I have a "data fix" autotask I regularly use that is triggered from a custom button and only available to us admins. One of the nodes in that autotask I can switch on is the ChangeService one Martyn mentions (the most common one I use is custom fields update). If I have multiple requests to fix I find a Request list view with all the 'offending' Requests, open them all in tabs and just execute the custom button against each.

I don't think this is possible

@EWA what do you have configured in your assignment node? These two options can over-ride: And in your Availability statuses do you have "Present at Work" and "Is Working Time" unticked for the status you refer to? My understanding is that auto assignments therefore will not reach these people but MANUAL ones will (i.e. one agent can assign to an unavailable agent); so we have an internal 'policy' to only ever assign the team and each team make their own Owner assignments. I would like Hornbill to update this document (User Availability Status (hornbill.com)) to say what each of the options in the Manage Availability States UI does ("Present at Work", "Is Working Time", etc).

Thanks for the update and post. We intend to take it through our data protection review first and will be in touch.

No rush, let it happen

FIRST. It has indeed dropped to 364,000 so I suspect yesterday it was higher and I didn't pay enough attention to the actual number to notice a few 1000 off. I will monitor, thanks. SECOND. Ah, this is potentially not good since that means we have no purge options? With only 20 emails showing on the screen at once for "select all" that means we are in trouble for the future in terms of email volumes/control in all other folders. I feel an enhancement suggestion coming here; unless you already have one?

Hi, FIRST QUERY I viewed this: Managing Instance Storage Usage - Hornbill which said this: "Any messages which are older than the purge thresholds specified in the settings will be permanently deleted from these folders. The settings can be found in Hornbill Administration > System > Settings > Advanced and are called emails.purgeDeletedItemsAfter and emails.purgeSentItemsAfter." I set "emails.purgeSentItemsAfter" from 240 to 6 over 24 hours ago and we still have 367,000 emails dating back 3 years when, "The background job responsible for the purge on these folders runs several times a day". SECOND QUERY We have other folders (i.e. not Deleted or Sent) where we store emails after rules have been applied such as "Success updated ticket" and Failed to update ticket" and about 20 more relating to other rules. Are there settings to purge these also? How might we ensure that these don't need manual effort to maintain all these in 3 years when they, too, get to 370,000...

I think this echoes my post above in which I posted what we are seeing for a visual recognition: We are mostly Win10 at the moment but I am Windows 11, version 23H2. Edge browser latest.

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

@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).

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.

Seems ok our end (EDGE):

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)?

I'm starting to see a new font for my UI, is that expected?

We are talking about that; except we seem to have different experiences... unless something has changed since we last tried it...

We have worked-around the custom_33 issue by using another custom field, thank you. though.

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.

And we got the Jira to Hornbill working too using the above! Now we have a basic configuration, we can try some new things. Thanks so much @Gareth Cantrell. I hope others find this resources useful in future.

@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?

+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"

@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?