Ashley

Hi, Since the clocks were moved forward I noticed scheduled reports are being actioned say 12.30pm when Report Schedule, Next Event Date says 13.30. So in other words an hour earlier. How can I synch this in Hornbill so Report scheduling is set for BST. Also I noticed when running adhoc reports and entering selected times after running it will revert back to an hour before for another selection. Again how can I set this to BST for all?

Hi, Until recently for Service Manager I always thought Auto Tasks were listed under Auto Tasks and Work Flows under Work Flows. However, checking today I noticed Auto Tasks Work Flows are now listed under Work Flows and Work Flows under Auto Tasks. So in essence both lists are merged regardless of whether you select Auto Tasks or Work Flows. This makes it quite confusing. Previously it was much better to have them separate under Auto Tasks or Work Flows. Has there been an update and what is the advantage in this?

Are Simple lists stored in tables so can be used in reports and can be joined with other tables?

Hi, I have recently been asked to change the default entries for a field from Curacau, MGA, N/R to BS1, BS2, N/R. Without having to update alot of historical data I can adjust the Simple List I use as below: so the raw data stays the same, but what you now see on the screen is BS1 (Curacao), BS2 (MGA), N/R. This is great for on-screen and saves alot of time reviewing old data. However, is there a way of doing this on a report? The reports take the raw data so will still show Curacao, MGA, N/R. Is there a way to manipulate the output on the fly like on-screen and show BS1 (Curacao), BS2 (MGA)instead of the raw data?

Ok, thanks for the reply. I'll look in to 'Currently this would only be possible by mapping the custom field into the title of the card. '. Any suggestions on how I can best approach this would be good, thanks. Regards the bug though it happened again today and meant I had to start a new browser session during a CAB meeting just so I could look at a change that had disappeared from the Board ( it was there at the beginning of the meeting, but later a blank box appeared instead of it). Fingers crossed this gets resolved. Thanks.

Change Management Board I recently saw that the board can now have its Lanes sorted by Date entered lane and Date created. This is fine, but for my needs I would like to put in a request to have the ability to sort a lane by a chosen custom field (ie I have custom_22 which is a date field). Also on a refresh is it possible to keep the previous order chosen for the lane as is and not reset the order by what ever the underlying logic is. Hope this is possible. Thanks Ashley

That can be useful, but my preference is by a chosen field, ie custom_21 (which I use for date/time the change is to progress). Is it possible to add a further option to this list to allow selection of custom fields for sorting?

On selecting a filter within the Request List and then selecting Chart I select: Preview shows correct: But when I select Switch to my Dashboards it filters the data for the previous month, but shows incorrectly: I tried re-creating the chart but still the same. The filter via the Request List shows data for the last month, but the chart won't? Also I noticed that if I change the title of the chart it ignores unless I remove the chart and create again. Please advise asap. Thanks

Hi, How do I remove some tickets that are cancelled under my Activity list, under 'Someday'? If I select one ticket it displays the RM ticket and shows cancelled (as was a test ticket and N/R) and shows 'The business process workflow for this request is no longer available'. I guess it's saying the BPM is no longer valid. This doesn't matter as was a test ticket and scrapped, but still shows up under my Activity list. Also another ticket displays the RM ticket and shows cancelled. Again was a test ticket. Why are these shown in the list and how do I remove them from the Activity list?

Have removed Change calendar role, but the user can still see the calendar. Why?

All our emails from Hornbill are from donotreply-gms@live.hornbill.com. However, when we receive the emails we get: Do No Reply-gms <donotreply-gms@live.hornbill.com Where in Hornbill can we correct this please. It is not very illegible.

As below. I added Release Management, which I'm a member of to support. Yes I tend to agree this was done by Bob Dickinson when we first had Hornbill set-up. So not too familiar with Service set-up to be honest. Also others are asking I hold back in my company as not sure if this is the way forwards either. May just stick with the Release Management service and Battlecat to use it with the rest of us.

I've created a new Service called Release Battlecat as below, but I don't see it listed when I am in Request List and select Raise New... It's basically the same as the Release service I've been using, but name is different. The Intelligent Capture & BPM are the same. What am I missing? Thanks Ashley

I would rather use the same service Release, but make it such that any other option for Data capture is greyed out and can only select Battlecat for release creation. For Change this is more complex as is shared by all for creating changes and is differentiated from other changes by Battlecat selected for certain fields like provider, etc. I'm guessing there is no easy way to mask out data creation options so that only certain users can access (not by service, but within the service). Same for Request list apart from using filters. As say in the Request list having the selection for teams, my services greyed out so can't be selected would be helpful. I am not up for a complete redesign, as this is well and truly in use now, so future enhancement to restrict data access and data capture within a service would be a useful improvement. Also as say by having multiple services to cater for separate team access would require duplication of effort both for data capture and bpms. So is not an effective solution. Again also for future release type additions for other companies again emphasises new services is not an efficient solution

Ok but then surely I'd have to set up separate BPMs, etc for Battlecat. I have menu options under release for all types of release including Battlecat. Even if I could share this with the new service Battlecat they would then get the other type of release options from release. Sounds like I would need to separate BPMs, data capture from release service to release Battlecat service and at this point in time would not be feasible with the amount of time spent getting this set up before I found Battlecat was to be added. Also any new release type added in the future if data security was key then again I'd have to have a new service, new BPMs similar to other. BPMs, but suited to new release types. Currently keeping to one Release service allows me to add new release types with minimal effort and use the same BPMs for all release types without having to recreate BPMs from scratch. Much more efficient. Is there not a way under All my services option to not Allow this option to display? Then having my two shared filters for Battlecat data would possibly be sufficient (or not have the option for teams, service hidden some how?).

Tried this and just stops any team not added to the portfolio from accessing that service. Ton be clear I need the team Battlecat to access the Release Management and Change Management services, but only allowed to see Battlecat relevant changes and releases. As say I have got two filters to list just Battlecat, but they need to access RELEASE/CHANGE services to see that and only that. If they select all services then they will see all release and change tickets regardless. So is there a way to do this?

New TEST account for Battlecat Testing with new Hornbill login BCTEST. Roles Roles as below: Team I have also set up a new team Battlecat and added BCTEST to that only: At login using BCTEST get portal and selecting Request List get: Have shared only two filters as below: And the below is listed as it should: From the All My Services all accept All My Services are blank so that is good confirming they can’t see anything there. However, All My Services shows just that, all tickets for Change and Release. I believe that is because the login have the Release role, although not Change, so possibly not as both Change and Release tickets are listed. Next step is to review Service Portfolio and adjust further there to restrict access: Been advised: ‘Each Request Type has related Service Manager Roles, e.g. Service Request Assignee, Service Request Full Access, and Service Request User - removing these roles should hide the related type (done this). However, there are additional Roles that will supersede these, possibly Service Desk Manager, without checking, so the correct way to manage who has visibility of which Requests is to configure the Supporting Teams correctly within the Service Portfolio’ I have been looking for teams in the Service Portfolio and don’t understand where to adjust teams? Any advise would be much appreciated please.

Thanks for the reply. Just to be clear under Service RELEASE I have release types Fincore, Battlecat, etc. So can I restrict data visibility within the service by teams. I'll review the roles. Thanks

Is it possible to restrict access to SR, RM, CH tickets based on teams/organisations? I know you can set up filters at the Request List and share them with teams and individuals, but this doesn't stop the teams from viewing, searching and editing other data not relevant to them. May be the Service Portfolio has some relevance here, but I don't want to set up new services for different teams. Any advise would be much appreciated. Thanks

Hi, I hope you can help please. From my perspective nothing has changed, but I am now getting the following for all my Services, CHANGE & Release: There are no categories currently available for selection You need to provide a resolution category in order to resolve the request Status is Open. It's following BPMs and all was fine a day a go. If I enter a resolution description the Resolve button is greyed out. This is a big issue as affecting all my tickets. I Googled this and wonder if it's anything to do with servicemanager.request.closureCategory.default.required which affects all services. Currently set to ON. Please help as need resolution asap. Thanks

custom 25 field being a date field that is...

Yes I thought may be the case. However, in a previous post I was advised to use varchar in reports when formatting a date field. As I said I did also try with the one date field I have left, but that didn't search correctly when via a report. Above was ujsing a varch custom field A, but I also tried with custom field 25 with above and when using a report still didn't let me select dates between a range. However, the other date fields I used vioa Intelligent capture search fine within a report. Very strange? Ashley

I have been working on what I thought would be a simple improvement to RELEASE. This is to add sign off date and post sign off date and then create a report to list all releases signed off on a certain date or between dates. I have only one custom date field left and have posted on the forum, with mixed feed back as to the best way to do this. I have tried using various custom fields with varchar, text or the one date field I have left. However when I use any of these type of fields in a report and select between or equals then nothing is shown. Even the one date type field doesn't display anything based on a date that I know is in the system. I have other reports using custom date fields populated via Intelligent capture forms and the report fine based on selection (although these have time as well as date). So it just seems to be an issue where I use a custom field to store a date from a business process, adjust its format via ibridge and then store it in a custom field varchar, date or other, that is then used in a report and on using the date selector displays blank data. I notice the date selector in reports does include time. Is this a problem, as I only want the date? There doesn't seem to be a date selector. Unlike on the forms, where a date only format is possible.

How would I go about getting the current date and saving in a custom field for CAB authorisation date: I have tried using Cloud Automation Integration Bridge as below: and then use again for the date formatter: and then save to a custom field This works fine as long as CAB is on a Thursday of every week, but what I really want is the current date, not for a chosen day, to allow CAB to move to a different day, if required. Also if an Emergency change, then could be any day. Thanks Ashley

I am trying to create a report that uses a custom field that is for a date only. Not require the time. The filter for selection only allows Date/Time. Therefore when I try searching with just the date the results are unpredictable or don't show anything. Please advise how I can have a report that allows searching by date only or between two dates, excluding the time.