[Is it possible to report on use of Custom button/Autotask?]

@Met Thank you very much for your help I will give it a go and let you know how I get on. 

[Is it possible to report on use of Custom button/Autotask?]

@Steve Giller thank you. Would that be a manual task which an analyst would need to do if they clicked the custom button?  Or can the known value be added to the request's custom variables  automatically?

[Reassigning authorisations assigned to a User who has left when there is no replacement member of staff to reassign to.]

@Steve Giller Thanks the tasks in question are created from an authorisation node in the BPM, so I think that means they are Authorisation tasks and have been set to Individual authorisation types by role.

I have reassigned one to the other approver in the approver role/group so they now have two assigned to them.

I see there is an option on each task within the request to delete the task.

As per @Adrian Simpkins original post above - if I delete one of the tasks will that affect the tasks assigned to the other users?  

On 27/07/2023 at 13:17, Adrian Simpkins said:

In effect they were a team of 4, but now a team of 3, so I just wanted to clarify am I just able to delete the task assigned to the users who have left without affecting the authorisation assigned to the other remaining team members as there is no one to assign these tasks to / the existing team members already have this task assigned to them. I don't want to assign this to one of them as that becomes a duplicate item. Image below shows the task is set to Individual authorisation as below

 

[Reassigning authorisations assigned to a User who has left when there is no replacement member of staff to reassign to.]

@Steve Giller I personally would not re-assign a task without looking at the request that it was raised in first.

Can you point me to where I would search for a task ID?

Any advice on dealing with an outstanding task with no other approver to reassign to?

[Reassigning authorisations assigned to a User who has left when there is no replacement member of staff to reassign to.]

@CraigP - Ahh OK thank you, that does seem straight forward - not sure why I completely missed the tick boxes!  

With a bit of tweaking of the h_status your SQL statement has worked a treat thank you 

I'd like to request an enhancement that the request reference number is also shown on the list of tasks to reassign (in the Before Continue window) - @Steve Giller 

 I am still not sure what to do with the task when there is no replacement approver to reassign to though!

[Reassigning authorisations assigned to a User who has left when there is no replacement member of staff to reassign to.]

Thank you @CraigP I will give that a go. 

[Reassigning authorisations assigned to a User who has left when there is no replacement member of staff to reassign to.]

@Steve Giller- I also have this issue.  I am unable to archive 3 users who have left as there are still outstanding tasks assigned to them.  The only option (when I have finally found the outstanding tasks) is to reassign the tasks.  All other approvers in the approval group already have the task assigned to them.  The tasks are individual as @Adrian Simpkins has explained above.  So I have no-one else to reassign to. 

Although they may not be able to login to our systems this is surely a security issue, as we do not wish to have disabled user accounts showing as active in Hornbill.
I would also like to know how to manage this scenario.

I would also point out that it is really difficult and manually intensive to actually find out which tasks are outstanding for a particular user - see below - unless I am completely looking in the wrong place?
 

I have done the following:

Check the errors in the archived LDAP log
Go to the users in Platform config and attempt to archive manually -

I get the following:

Click Re-Assign

I can hover to get a task ID but no request ID/reference
I click on the name - Hardware request review – New Activity window appears with details of a previous unrelated activity. 
Unable to locate the task/request linked to the account.



Fortunately we have a pre-approval holding queue where I have found most of the tasks, however I have had to manually search through it which is very time consuming.

I have also tried viewing activities logged in as Admin but simply find the search/filter function does not work and I can see some other team's activities but not others.

I would be grateful for any advice or help on this.

Many Thanks

 

[Intelligent capture mandatory fields]

@Miro I can see that the borders for the non-mandatory fields are now showing without a red bar which is less confusing.

Thanks for your help.

[Is it possible to add a shared mailbox or external email address to a report schedule?]

Hi,

I would like to schedule a report via email and send it to an internal shared mailbox but the save option does not activate if I add the shared mailbox.

I only seem to be able to add an email address of a current co-worker.

Is the shared mailbox treated as an external email address (as in the BPMs)?

Is this possible?

Thanks

[Is it possible to report on use of Custom button/Autotask?]

Hi

We have a custom button to flag any request as a security incident, which fires off an autotask.

Is it possible to report on or produce a list of requests where the custom button has been used?

We do add an entry to the timeline when it has been used.

Thanks

[Preview new User Interface for Core UI]

We have had further feedback from a user as below.
I have given some alternative suggestions - however is this something you may consider adding?

Thanks

suggestion for the new interface that would be really useful is when I am dealing with a  ticket and have finished with it and am wanting to move onto another, it would be really helpful if the below was available on the page:-

 

 

At the moment I have to either hit the back button or click on the  button to select Service Manager which then gives me the above menu. 

Not sure if there is currently an easier way to access the menu above with the current interface but just wanted to flag in case not and if it is something that can be introduced into the new interface.

[Preview new User Interface for Core UI]

Morning we have received feedback that the difference visually between on hold and open tickets is slightly harder to see with the new view if you've opened them and they lose the blue highlight

In the current system the on hold requests have a slightly greyed out/light blue highlighting, which is not distinguishable in the preview.

Non Preview:

 

Preview:

Thanks

[Preview new User Interface for Core UI]

22 hours ago, AlexOnTheHill said:

I'm just taking a look at reporting also and the same horizontal spacing issues are evident there too. Here's the date selector:

now 

Further to the above if you wish to look at anything before 2023 the process is not intuitive as you have to keep clicking on the year to get other years.
Is anything before 2016 reportable? (N/A to us but might be to others..)
 

[Preview new User Interface for Core UI]

5 hours ago, Daniel Dekel said:

@Estie - Can I just clarify who will see this preview? 
[Daniel D] Only paying users will see the preview. Not Basic Users. Guest users are not affected at all as it uses a different portal and that was not changed. Hope is clear.

Hi @Daniel Dekel Thank you for all the above responses.

I don't quite understand what you mean by 'paying users'?

[Preview new User Interface for Core UI]

I have noticed that in our custom forms the static radio set buttons for choosing options are misaligned to the text (for both analyst side and Home Portal:
I have tried in Chrome and MS Edge.

New UI:

 

Before:

 

Thanks

[Preview new User Interface for Core UI]

On 9/19/2023 at 10:02 AM, Daniel Dekel said:

The change applies only to Core-UI, not to Basic Users, and not to any other client (only on live.hornbill.com)

Hi @Daniel Dekel Can I just clarify who will see this preview? 

My understanding is that all account types of 'User' will see the preview - is this correct? 
Or is it just those with a Service Manager licence?

Thank you

[Preview new User Interface for Core UI]

16 minutes ago, Berto2002 said:

Not a fan of all this unnecessary spacing in the new email view and drop-down for email templates, Just more scrolling for everyone. I am not sure HB have really thought about the amount of scrolling necessary over-all to manage tickets. The mission should be more usable information per page not less?

 

I agree that the extra spacing in the email templates list is unnecessary.  Currently we are having to scroll down the whole request to see any templates at the bottom of the list. 

Could a scroll bar be added within the template list?

Thanks

 

[Preview new User Interface for Core UI]

Hi I have noticed that in the preview when expanding the search tool magnifying glass icon the search bar covers the preview end icon - so I was initially confused as to how to end the preview.

Also in the preview the actions toolbar at the top of a request is now overlapping onto two lines - previously it was only one line.

Is there any way to return it back to just one line?

Thanks

New UI Preview:

Current view:

[Intelligent capture mandatory fields]

Hi,

This seems like a silly question - however I have noticed that a lot of our form fields show a red bar to the left.  Other fields do not show a bar.

Some of our customers are mistaking the red bar for a mandatory field - which I believe is marked by an asterisk* (and a red border).

In the Wiki I can see some form fields have red bars and others have blue bars.

What is the purpose of the bar to the left of the field?

Is there a setting that would allow us to change the colour of the bar?  

Thanks

[Notifications disappear from notification bell in forum]

Hi,

The notifications bell at the top of the forum is very useful as it shows the number of new or unread notifications as a red number.  However I notice when I click on it to see the new notifications the number on the bell disappears - which happens whether I have not read any of the notifications or whether I have read just one.  This means that if I don't have time to read them all at once, I can forget that there are still new notifications.

Is there any way to enable the count on the bell to remain and show any unread notifications?

Is there also a way to make it more obvious which notifications are new/unread and read?

Many thanks

[Cancel node in IC is no longer showing the button text]

@James Ainsworth thanks that makes sense.

[Cancel node in IC is no longer showing the button text]

@James Ainsworth

Thanks.  However in our IC below -  the cancel button produces the grey line as above for the student route, after the default Service Details form, and does work after the customised form - HR or SITs Managed.
Are they not the same scenario? ie no form after the Branch node?

 

 

The cancel button after the customised form shows this:

 

 

 

[Cancel node in IC is no longer showing the button text]

Hi We are using the cancel node in a couple of our Intelligent captures and have noticed that the text we expected to see on the home portal is no longer showing.  Instead we are getting a grey line as in the screenshot below.  Is there an issue with the node?

 

  This is our cancel node:

[Custom Form - is it possible to map the customer using a co-worker search?]

Thanks I will give that a go.

[Custom Form - is it possible to map the customer using a co-worker search?]

I would like to add a dynamic drop down field for a co-worker search to a customised IC.

Is there a field that I can map to directly so that I can pick up the Customer in the business process?

Thanks