Berto2002
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Posts posted by Berto2002
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I have not explored this yet but does the External Authorisation automation do anything to help? It can react to an incoming email message: External Authorisation - Hornbill
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Useful to have this fixed-up thanks
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Indeed, we have several of these and no-one had set it! We have since forced priority on most Requests by either defaulting as part of of BP or by locking all actions until the agent has categorised, prioritised and triaged; and then unlocking again so they can proceed.
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Hi @Jeremy, are you saying you use a generic capture user form on the PCF and then the business process can map that name to a Connection type?
What is your experience of using the Connections? Can the connections also view, update or resolve the Request? A particular feature our users want is for either a New Starter (Joiner) or their Manager to both be able to equally interface with the Request that sets-up their accounts, etc; both get notified also. Can this be done?
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Thanks too
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Something other than a stupid question or issue from me; a contribution/discussion post!
This is my release management procedure for putting a new/significantly revised Business Process live. I would welcome comments from the floor as to how you do things to learn from those more experienced; and whether I'm covering all bases. Numbers are a bit messed-up but it's sequential.
How to alter a Business Process - procedure
Please follow this approach to releasing a Business Process to ensure success.
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Copy the live BP and suffix the name with "(Test)". If there already is one, find out whose it is and what they are doing before proceeding
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Make all edits in the Test version and use it for Catalogue Items in the TEST Service for testing
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When fully tested and ready to go live, open the TEST BP and download the definition file
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Update the notes in the Live BP to mention the CR number and the version that is currently live so we have a very clear and unambiguous rollback position anyone could follow (rollback position)
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Open the Live BP and import the definition file. It will overwrite the existing DRAFT (not the live)
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Make any updates required before go-live such as altering-back test email IDs, authoriser groups, etc
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Publish the newly imported definition draft; this will be the go-live
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Find and Close (not just Resolve) any test tickets
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If the test BPM is not being used by another test then :
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Rename the Test BP with the CR reference (or date and implementer)
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De-activate the Test BP. If it won't de-activate, you have not done step 8
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[If test is being used elsewhere, copy the Test and rename the copy as above; so we have a backout plan]
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Complete or Cancel BPMs for test tickets and ensure records are removed from Boards and Schedules
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Retire the Test Catalogue Items used for testing/UAT
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Update the Hornbill Releases documentation here: [link removed]
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Update the CSI Planner with items completed
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Update relevant Requests in the Hornbill CSI queue and Resolve as necessary
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Immediately after the release and for the 24 hours after, proactively view the "Manage Executed Processes" in VelocITy for Failed processes relating to the new release; to catch and address any issues already experienced
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We've stumbled upon a useful feature here. All our users are 'internal' to the organisation so we have the same email system so we can control receipt. We've put a filter on our inbound email to block and delete all inbound emails with "DoNotSendEmailNotifications" string in the subject or body. We've added a snippet in HBSM that SDesk can use at any time to suppress the automated email for any reason. It also means we can now do our data fix and though SM sends emails, they won't be received.
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Both, I am working with the email team to see if we can filter them out at the receiving end...
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@Steve Giller. Indeed and I see why it's own instance is used.
However, as an aside, there's an (annoying) anomaly here. When you attempt to rename a Business Process, you can only do so if there are NO active instances (i.e. no Un-closed Requests) of that workflow in flight. Which in practical terms you can never rename a heavily-used core workflow because you'll never have all your incidents or problems closed. And yet, logically, this is should not apply, because each Request you open takes it's own 'copy' and should be running within that; so the rename should be possible...
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@Conor, would would I stop the outbound mail while I tidy-up and leave the items in the Hornbill mailbox so they can be deleted before they go? Can you show in pictures or describe the parts of the system to alter?
We are trying to do this cleanly. The Requests are already resolved. If we force Close, the workflow remains indefinitely in the Suspended state. Only if we get the workflow to close do we avoid having hundreds of permanently suspended workflows.
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We have a workflow that broke some time ago; it gets stuck midway through waiting for something. It didn't stop our agents completing the work and resolving the Request, though... The manual workaround of completing that action is something we can handle but at the end of the process, the BP is configured to email the Customer with the Resolution details (even though they received those, say, 3 weeks ago).
We don't want to scare people by sending them the same information again such as "I have reset your password" or "So-and-so has been deleted".
Can anyone help with how we can suppress these emails without manually editing the Executed process for every one of them? Off the wall examples: can we hard-code the recipient in the email template so it overrides the variable from the BP so diverts emails to a trash mailbox, can we configure the mailbox to reject/ignore emails from a certain named process for a period, can we filter those out before they get sent using another mechanism, can we turn off email sending for a period and it will discard not cache them for later, etc??
Thank you!
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@David Paler. Similar to the issue we've both had
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Can you not just specify the Team and the Owner in your workflow using the Assign to Owner Assignment? Both of these can be set as variables or manual?
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Just the little logon button at the top
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@AndyHill I have raised the same point and, at present, I have been told the system is working as designed. The UI converts times to the users' preferred time zone but notifications go out in UTZ. I have made a suggestion that Service Manager ought to have an option for Admins to enforce a consistent timezone for all time quotations system-wide but this has not been accepted. For an ITSM tool I think this time handling is weak and dangerous (being an hour out on your change implementation can be very hazardous!).
I have resorted to adding the following to all my email notifications: " These times are GMT. If reading these times/dates on an email during BST time-zone, please add one hour to the times below due to a bug"
I have been given a workaround but I have not yet had the time to try it out but I think the gist is:
- After getting the date above, instead of using the date fields in your email, map them each to a custom field
- Then use the custom field in your email notification.
I am told that should mean the UI date (i.e. the right one) is fixed at the point it goes over to the custom field so doesn't change when added to the emails.
Please also see this issue which I have logged under Premier Support as a bug; even in the UI, as a Notice, the system places the GMT time!
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Helpful to number their labels like "Get Request Information 2" because when you use the Expression look-up, ten you'll know which you are referring to!
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I think I have answered my own question...
I can add custom fields to the Details section of the Change Request using the Design feature of the Services portfolio configuration of Change per service and then everything in the Details section gets printed...
But we have 50+ services. How can I make the settings apply to Changes raised under each Service without having to do each manually: Request Details Form Designer - Hornbill
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I don't think we have this issue. I Open Assets, search for Hornbill and the Name is a valid hyperlink. I am sys admin and we use MS Edge browser.
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Hi, We've invested a great deal of effort into our CR process and we use 5 custom fields to capture and store information:
- Implementation Plan
- Communication Plan
- Rollback Plan
- Additional Resources
- Peer Review
But having loads of information in the system is no good if we cannot get it out...
- Main question: I want to be able to Print CRs to PDF but there does not appear to be the option to include custom fields in the Print Request action. Am I missing something?
- Partially helpful: We use a custom field for Implementation plan (i.e. we don't use the system field called something like h_implementation_plan) but, if we did, would that come-out in the Print/PDF as part of the "Details" as per the recommendation made here by Steven B:
Thanks,
Berto
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Hi, when selecting to Print Request and then selecting Information Options, I see this view where none of the labels for selectable items show (not even if highlighting). Is this a defect we need to have reported?
Timeline Options seem to show ok:
I don't see any information relevant on the Wiki page: Print Action Item - Hornbill
Berto
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Has anyone progressed this? I still cannot see how to get the Calendar ID from the link above @Conor
Many of my users are asking for the Change process to send them a calendar invitation for their O365 or Outlook for the Change Window authorised by CAB. Some are asking for appointments they arrange with users to be added to the Scheduled function and to then trigger such a thing.
This would mean the workflow needs to identify the Calendar ID of the Owner of the Change Request and send it to them; perhaps as an Action Button (i.e. can be requested on demand as "Add to My Calendar").
Any assistance here available, please?
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Hi @Steve G. Could I please seek your reply to the above? Does this indicate something about my integration status? I guess I need to see the config of your "New Post" node above? Do you have Wiki resources as to how to extract the right Channel ID, Team Group ID from Teams?
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@David Hall. After clearing all my browser cache I confirm I was able to edit a service and create a service so the issue above is a non-issue. I am sorry to put the cat among the pigeons. But need we tell all our users each time there is a release to do this, example?
I do not seem to be able to attach the Corporate Service Level to the Service. I have no experience of this action to date so cannot tell if this is a new issue or not.
The Link button is inactive and the text cannot be edited.
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Has anyone logged this one? It looks like edits and changes in the Service Portfolio have been effectively disabled.
@Daniel Dekel how do I get the latest build you indicated and was this issue supposed to be covered?
When I click to edit the Service in the Service Portfolio, it gives me this. In other words, I cannot edit a Service at all...
And then creating a new service doesn't work either:
There is a Close button which doesn't work and no Save button.
I need to make these changes on a regular basis.
Two email (notification) received when a user updates a ticket
in Service Manager
Posted
This issue here is not that you are receiving two emails, it is that the Timeline is being updated twice; and presumably your email notifs are then spawning from that.
The question is then what is causing that double, almost simultaneous updating of the Request. I find the more information I put on a post in a forum, showing that I have done my own testing for example, the more likely I am to get some comments.
Some thoughts from my fellow-user perspective: