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Art at BU

Hornbill Users
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Posts posted by Art at BU

  1. Hi all,

    Today we are unable to upload any attachments to our asset records which is having a major impact on our work.

    We see the following error. Has anyone else encountered this today?

    To recreate we select a file to upload, we get the message 'uploaded successfully' then when we click the Upload button we see the error below. A refresh of the page shows no file uploaded.

    image.thumb.png.53d82202e7b9ba69c15d6e40a52ecb5a.png

     

  2. After the 2nd April new UI deadline, I was preparing a notification to our users about the orange UI button and the impact of clicking on it and turning the new UI on early.

    I noticed this anomaly Firefox (124.0) that there appears to be no orange button and the new UI appears live already. I am using my Admin account and I don't believe this has had the button pressed. 

    My Admin account in Edge shows this:

    image.thumb.png.c100c58051cdcad656d211795d90c743.png

     My Admin account in FireFox shows this

    image.thumb.png.d01ea50c4e2e968fadf2f2e059c16a1a.png 

    I get the same issue with a test account - the new UI seems already applied.

    Does anyone else see this or not? I'd like to know so that I can issue a consistent communication to me user base about what they will see in different browsers.

    Thanks,

    Art


  3. I am writing to request consideration of an enhancement to Hornbill so that it could index and search the content of .msg and image files. Could Hornbill have functionality to automatically process and integrate the content of these files into the ITSM system itself? This would ideally include stripping repeated disclaimers and making the content more easily accessible and searchable. 

    Attaching .msg files (i.e. email files from Outlook) to Service Requests or Incidents requires additional steps to detach and access the content. This is the standard procedure but this process disrupts the workflow within the ITSM and is particularly a challenge for our non-Microsoft users. In a way the information attached is somewhat hidden, even though it can be presumed to be relevant if it has been attached.  

    If this functionality was available this would improve searchability, reduce 'Information Loss' for non-text based information and probably benefit the escalation of issues where important information / error codes etc has been captured on an image or in an email.

    Regards,

    Art

  4. Hi,

    I am not sure if this is a 'New UI' question or an 'Asset Management' configuration question but some guidance would be appreciated please. We have been asked by our customers if it is possible for the 'Notes' field in the General Asset section (see screenshot below) can be made wider when editing and viewing, because if there are a lot of notes (there often is) it requires a lot of scrolling. Perhaps if it was possible to re-size the main ticket information in the new UI then fields could expand to fit the space rather than limited by field width? 

    Thanks,

    Art 

    image.png.28e64804919dc1c5e8384b215c4c4305.png

  5. Hi,

    We had some Asset Types defined when we went live with Hornbill. Our customers have now asked if we can add two extra fields (basically a start date and end date) to one of these existing asset types. I have checked the documentation and don't see any obvious way to do this via the Asset Manager application.

    Is this possible, and are there any 'spare'  custom fields available that we could make use of?

    Any advice on this would be appreciated.

    Art

     

     

     

  6. 18 hours ago, will.good said:

    When using the add image from url option in resolution. This does not come across to email templates that use h.resolution. It only displays the text and not the actual image.

    Here's what we see - as noted above - this will be confusing for an end users point of view and works against the benefit of having an image included in the resolution. As it stands I don't think we'd use this - which would be a shame given the potential for including images to help explain resolutions.

    image.png.7941019b47a8293af01b58b12204bb98.png

  7. Hi @AlexTumber,

    This look like a very useful feature. I have run a couple of scheduled requests through which works fine but can I ask about how we can link this to our existing custom forms that we have created for our various requests? For example, I can select our 'general request' but don't to go into this catalog item to fill out the fields in the custom form. How does a schedule request link to the workflow that sits behind a custom form? Do you have any advice on this - or have I missed something?

    Thanks,

    Art

     

    image.png.131c80a88e3c16ee67cc666ec6ac1363.png

  8. 18 hours ago, James Ainsworth said:

    Hi @Art at BU

    This is a translation button.  It has been detected that the language that the notice was written in is different from the language set in the user's profile.  I believe that there may be an issue between US and UK English.

    The translation button will be displayed if the notice was written in US English, but the user's profile is set to UK English.  As they are both English, the Google translation doesn't do anything when you click on the button.

    I believe that the development team is already aware of this and have it in their queue to look at.  

    Hi @James Ainsworth,

    That's interesting to know - thanks for the information.

    Regards,

    Arthur

  9. 1 hour ago, Daniel Dekel said:

    Hi @Art at BU,

    I can confirm that this is not the correct behaviour. So I've added it to our issues list and will fix this.

    Will keep you updated when is done.

    Regards,

    Daniel

    Thanks for your help and the update @Daniel Dekel and that's good to know it's on the fix list. Without holding you to a date... is this something that would be coming soon or more long term?

  10. Hi,

    I know this was fixed (and forms redirect now as expected) but I have a related question with re-directing to an FAQ in a similar fashion. Perhaps someone can advise?

    When not logged into Hornbill and following a HB URL for example:

    https://live.hornbill.com/customer/catalog/service/com.hornbill.servicemanager/1/?faq=999

    after login HornBill redirects to:

    https://live.hornbill.com/customer/catalog/service/com.hornbill.servicemanager/1/

    and not the intended FAQ page. 

    Is this expected behaviour or are FAQs a different case to the above. Is there anything we can do as local admins to fix this?

    Thanks,

    Arthur

     

  11. Hi @Steve Giller,

    Following on from the above comments:

    - was this issue triggered by a change to the mail.default.from.Address and do we need to use this as the new default 'from address' value from now?

    - Alternatively can we reset it to the value we used before this change happened? 

    - Is there anything we need to check / be aware of before changing the value of the mail.default.from.Address

    - In your reply to @LouiseT you mentioned it would be fixed in the  next build, but can you describe what specifically is being fixed...would this overwrite any changes we make to mail.default.from.Address or the Displayname?

    Thanks,

    Arthur

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