[Enhancement Suggestion - Schedule the raising of Requests at some specified future date]

[Preview new User Interface for Core UI]

2 minutes ago, billster said:

No Dark Mode for Workflows and Capture? 

TBH Dark mode looks loads better than what it did previously. But on our home page, the text is really hard to read.

On light mode it shows as a white background and the font is a dark blueish colour. But on darkmode it changes the background to dark blue but doesn't change the font colour or anything else to white.

 

And the request tracking looks like this..........

 

also can't see anything in entity explorer

 

[Preview new User Interface for Core UI]

No Dark Mode for Workflows and Capture? 

TBH Dark mode looks loads better than what it did previously. But on our home page, the text is really hard to read.

On light mode it shows as a white background and the font is a dark blueish colour. But on darkmode it changes the background to dark blue but doesn't change the font colour or anything else to white.

 

And the request tracking looks like this..........

 

[choose top-level category]

Hi

is it possible to make it so you can choose a top-level category when doing request category and closure category?

Like, if I want to just choose "hardware" it would not let me, you have to drill down but sometimes there isn't always a specific category for the request.

 

Thanks

[Inbound routing rule help]

Hi Victor, thanks for your responses. this got it! 

[Inbound routing rule help]

Hi Victor, I have only this rule and other rule which moves messages into a specific folder.

[Inbound routing rule help]

Hi all,

I have set up a inbound routing rule which creates requests which is working fine.

But we have a system whereas people report phishing emails from Outlook and it send a report to our service manager email address. 

But when they do this it makes a ticket. I tried these options but I cannot get it to work.

 

subject != "Phish Alerts"

subject NOT LIKE %'phish alerts'%

subject NOT IN ('Phish Alerts')

 

 

[Assigning tasks]

Hi - after a task has been created, is it possible to assign it to someone specific if the analyst with the task cannot complete it or is it just the case of assigning the request.

 

[Export ticket]

Hi all,

is there a way to export an incident/service request with a trail of the full timeline and reference number?

 

[Enhancement Suggestion - Schedule the raising of Requests at some specified future date]

any updates?

[Enhancement Suggestion - Schedule the raising of Requests at some specified future date]

22 hours ago, Nikolaj said:

Hello All,

We also looking for that feature. Is it possible now? What is the update?

Thanks and best regards

Nikolaj

Yesterday, 28th/08/2023 was a bank holiday in England, so perhaps it is delayed until later

[Email update without request ID]

1 minute ago, Steve G said:

Hi @billster,

We do have a number of Hornbill to SolarWinds integrations in iBridge - check out the Premium Integrations section of the Solution Center on your instance:

 

To get SolarWinds to log/update/resolve incidents in Hornbill you would most likely need to use the Alerts HTTPS function within SolarWinds, and the Hornbill APIs to raise the tickets. We are not SolarWinds experts though I'm afraid so that question would need to be directed to your SolarWinds administrator.

Hope this helps,

Steve

Hi Steve, our Network Manager is away from work so I'll have to park this for now  thanks for the information though!

[Email update without request ID]

thanks for the quick response Steve

[Enhancement Suggestion - Schedule the raising of Requests at some specified future date]

Thanks Alex, we need this feature!

+1 calendar view

[Email update without request ID]

or if it is possible to integrate SolarWinds and Hornbill to automatically log and resolve a request when a circuit becomes up and down. I see the SolarWind bridge is premium but not sure how much it costs for only SolarWinds integration. 

[Email update without request ID]

Hi all,

Is it possible to update a request from an email using a keyword rather than request reference?

So we have a tool that tells us if a connected VPN site is up or down.

The subject for site down would be like ................ london.domain.com is Down

The subject for site up would be like ................ london.domain.com is Up

but cannot figure out how to find a ticket by keywords.

[Deferred calls]

15 hours ago, James Ainsworth said:

Hi @billster

In Service Manager, the workflow should be able to manage this type of control over a request.  Something that Supportworks didn't have.  Instead of deferring the logged-on date, as long as you have the start date of the new employee, the workflow can simply put the request on hold or just suspend the workflow from continuing until that date has arrived, at which point you can assign to an owner, a team, add some tasks, provide some automation to create a user account, and much more. 

You have provided a screenshot of the service level timers, so I'm also assuming that this is something that you also wish to defer.  This can also be done by starting your service level timers at whatever point that you want to, in this case possibly at the start date of the employee.

Thanks James - I will have a bash of creating this through workflow. 

[Deferred calls]

Hi James,

In Support Works you can set the 'logged on' as a future date, and when it reaches that date it gets logged automatically and starts the timers on incident.

 

 

We use this a lot in Support Works for stuff like new starters and leavers, we put a incident on for the date they leave/start so the ticket arrives on the day.

 

Thanks

[Deferred calls]

Hi - is it possible when creating a ticket as an analyst you can defer the time into the future? It is possible in SupportWorks and would like to do it in Service Manager too.

 

Thanks

[Automatically create monthly incident]

Thanks for letting me know!

[Automatically create monthly incident]

Is there a way to automatically create a monthly incident? So what I want to do is every 1st of the month have the system create a new ticket telling me to do something. I have got this working in Support Works so would like the same functionality in Service Manager.

 

 

[Cannot choose workspace]

oh ok makes sense, thank you. Out of interest how do you get the ID of Workspaces?

[Cannot choose workspace]

yesterday I was able to click and choose a workspace when using 'post to workspace' Hornbill automation

But now it is empty, if I choose variable and input the name the BPM crashes

Last Updated On : 2023-08-01 12:10:48

Xmlmc method invocation failed for BPM invocation node 's1/flowcode-9a58d65b': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>collaborationPostToWorkspace</operation> <error>/apps/com.hornbill.core/flowcode/fc_modules/activity_xmlmc.js(101): error X1001: Uncaught EspMethodCall::invoke: Operation[activity::activityPostMessage] The specified activity stream does not exist</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.core/flowcode/fc_modules/activity_xmlmc.js</filename> <lineNumber>101</lineNumber> <columnPos>14</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[activity::activityPostMessage] The specified activity stream does not exist</message> <errorCode>1001</errorCode> </flowcodeError> </state> </methodCallResult>

 

Hornbill automation with workspace already set as manual and has a value still work but not able to change the workspace.

 

 

[Link glitch?]

Thanks I was able to sort it from the provided advise.

 

[can't search workspaces]

if I try to search a workspace I get this error

Operation[indexer::indexSearch] The query syntax is not correct. index [_activitystream] blocked by: [FORBIDDEN/4/index closed];

 

And if I try to filter inside a workspace it says no result found