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Gareth Cantrell

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Posts posted by Gareth Cantrell

    Preview new User Interface for Core UI

    in Collaboration

    Posted

    We've noticed a usability issue in the Preview UI with the Links widget in the portal in Dark and High Contrast modes.

    In the current UI, tiles are rendered with a dark font, however the tiles are not distinguishable from each other.

    In the preview UI, the tiles are visually distinguishable, however their titles are rendered in white, making them almost impossible to read.

    The titles are nearly unreadable in High Contrast mode in both the current and preview UI

    Links - Current UI.png

    Links - Preview UI.png

    Links - High Contrast.png

    Show a confirmation dialog if Esc key is pressed

    in Service Manager

    Posted

    We've had some feedback that hitting the Esc key whilst adding an update to a request clears the entire entry field. As one of my colleagues puts it, "no undo, no takesies backsies".

    Please could we have a popup to warn the user that all their work is about to be file-13'd so they have the option to cancel this action if they hit Esc by accident.

    I suspect there may be more entry fields where this happens, so having a global safeguard on entry fields for the Esc key would be our request.

    Display name of user who completed an activity in the completed activities list

    in Service Manager

    Posted

    In the activity list, the name of the assigned user or team is displayed, however we'd also like, specifically in the case of a team assignment, to see the name of the user who completed the activity, similarly to how it is displayed when you click on the individual activity.

    Currently we have to copy this info (completion time and completion user) from the activity into multiple custom fields so the data is visible in the details section.

    Having this extra info in the activity list would satisfy the requirements from our external auditors and also allow us to free up 12 custom fields (in this particular scenario)

    Screenshot_2024-02-12_at_11_41_52.png

    Display an alert/warning when navigating away from partially completed capture form

    in Service Manager

    Posted

    If there isn't an option already (I looked but couldn't find anything), we'd like to have an alert or warning popup when an agent is creating a new request and tries to navigate away from the form when they have partially completed it.

    We have a number of agents who have had this happen and would like to be prompted if they inadvertently hit the back button or click a link which opens in the same page so that they don't lose all the details they have just input.

    Updates back from Jira Cloud into Service Manager

    in Integration Connectors, API & Webhooks

    Posted

    @Berto2002 the mockup I shared above will update the Jira Cloud issue when a comment is added to a Hornbill request.

    Commenting on a Hornbill request from Jira is quite straightforward and can be achieved with a simple Jira automation.

    I have reworked the mockup and tested both in my Jira and Hornbill instances and the basic steps for each are as follows (with images attached for clarification):

    Comment Jira Issue on Hornbill update:

    • Create a Jira automation to receive and process a webhook event from Hornbill (1a, 1b)
    • Get an activity stream access token from Hornbill (1c)
    • Use the access token to retrieve the activity record from Hornbill (1d)
    • If the activity is an "Update", add the content to Jira issue as a comment.
    • Create a Hornbill webhook that calls the URL of your Jira automation when a Requests:Updated event occurs (1e)

    Comment Hornbill on Jira update:

    • Create a Jira automation that triggers when a comment is added (2a)
    • Call Hornbill to update the request timeline with the comment (2b)

     

    These screenshots assume you have a Jira custom field, Hornbill Request ID that stores the Hornbill request ID and a Hornbill custom field, h_custom_33 that stores the Jira issue key

    1a 

    1a - Comment Jira issue on Hornbill update.png

    1b

    1b - Incoming Webhook Trigger.png

    1c

    1c - GetRequestRecord.png

    1d

    1d - ActivityStreamQueryItem.png

    1e

    1e - Hornbill Webhook.png

    2a

    2a - Comment Hornbil request.png

    2b

    2b - UpdateReqTimeline.png

    • Like 1

    API call to return unassigned tickets within a team

    in Service Manager

    Posted

    @NPAT you could do a call to data::entityBrowseRecords2 API with the following parameters: 

    {
  "@service": "data",
  "@method": "entityBrowseRecords2",
  "params": {
    "application": "com.hornbill.servicemanager",
    "entity": "Requests",
    "matchScope": "all",
    "searchFilter": [
      {
        "column": "h_status",
        "value": ["status.new","status.open"],
        "matchType": "exact"
      },{
        "column": "h_fk_team_id",
        "value": ["ORG/TEAMID/"],
        "matchType": "exact"
      },{
        "column": "h_ownerid",
        "value": [""],
        "matchType": "exact"
      }
    ]
  }
}

     

    Updates back from Jira Cloud into Service Manager

    in Integration Connectors, API & Webhooks

    Posted

    @Berto2002 In Jira Cloud, you can create an automation rule that is basically an HTTP end point which can accept JSON requests.

    In Hornbill, you can then setup a webhook which fires when a request is updated and push that to the end point of your Jira automation rule.

    To get the content of the customer update would require two more web request actions from Jira to Hornbill- one to retrieve the activity stream access token and then a 2nd request to retrieve the activity stream identified in the initial webhook request, and these would be subsequent actions on the same Jira automation rule.

    Additional Notice types

    in Service Manager

    Posted

    We use notices extensively to provide guidance for agents when dealing with requests, however we frequently get questioned about what to do, even though the answer is on-screen in the information notice.

    Currently, there are only 2 notice types:

    • Information (rendered in a blue panel) and 
    • Alert (rendered in a red panel)

    We'd like to request some additional notice types, with different coloured panels which would help these to stand out:

    • Warning (rendered in an amber panel) and
    • Success (rendered in a green panel)

     

    • Like 3

    Enable use of working time calendars in scheduled requests

    in Service Manager

    Posted

    We have working time calendars configured for our various locations which include all the public holiday exclusions for the respective location.

    Having an optional working time calendar setting which would skip a scheduled execution on a holiday exclusion date would prevent the need to manually update all the scheduled requests next event dates to prevent scheduling over a public holiday or company or  branch-wide closure. 

    • Like 1
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