[Unable to raise a support ticket through https://www.hornbill.com/support]

Hi @Andre de Waal Thanks for fixing this. Now we are able to access the Support Portal. May I know why it stopped working all of a sudden?

Regards,

Sahana

[Unable to raise a support ticket through https://www.hornbill.com/support]

Hi,

I and my team members been trying since yesterday to log a Support ticket through Customer Portal and every time it re-directs us to the home page. Could you please assist if there are any issues, as our subscription is still valid.

 

Regards,

Sahana

 

["Superfluous Entity Record Update detected for Requests"]

Thank you @Art at BU. I started following this new thread, so I will get to know if there is any progress made on this.

Thanks once again.

Regards,

Sahana

[We would like to know, is there any enhancement planned in the coming future to include "Category" as an Option to bulk update like we have for Update, Resolve, Priority and to Cancel.]

Thanks @James Ainsworth. We would look forward for this new enhancement to happen soon as it would be beneficial for most of us.

["Superfluous Entity Record Update detected for Requests"]

Hi All,

Sorry to bump into an old thread. But while trying to figure out the cause for our issue, it lead me to this thread and currently we are also getting this same error being reported by our customers. This is random occurrence not every ticket has this error but for the ones which comes with this error we are unsure of the cause. Does anyone have an idea on this, what triggers this error and what fix can be done.

Please note just a normal restart of the failed workflow will fix this error at the moment and then the error disappears. But since this started happening for a quite a few customers we would like to know if there is any permanent fix for this and what is causing this error.

I and my colleague who have admin rights tried replicating the issue from our end but we were unsuccessful. So, any help would be much appreciated.

Regards,

Sahana

 

[We would like to know, is there any enhancement planned in the coming future to include "Category" as an Option to bulk update like we have for Update, Resolve, Priority and to Cancel.]

Hello,

It would be very beneficial if we get an option to bulk update the Category values into the tickets like the option we have as below. Please let us know is there any enhancement planned in the coming future to include "Category" as an Option to bulk update. If not, can you please consider this change ? As we have some request where the Category values are not selected properly and all such ticket needs to be bulk updated with a new Category.

 

Regards,

Sahana

[Tasks in other teams]

+1 , Please let me know if there is any plan to fix this, or is there any Enhancement already in place?

We have an Incident logged by our customer for a similar issue,

In our scenario When the Problem ticket is logged and assigned to Team A the Tasks (Created through Workflow) have also been assigned to that Team. But they are not actioned by Team A and in between the PM ticket gets re-assigned to Team B.

Now these tasks which were created earlier still has the Assigned Group set to Team A, hence Team B are unable to progress with their ticket. As the Tasks are not editable for them.

I have logged an Incident (IN00181281 ) for this with HB and I was asked to follow this Thread for further notifications.

Regards,

Sahana

 

[Auto Assign to most available Analyst takes precedence how to control?]

Hi,

Actually, we have an Auto Task created to raise a SR from an Incident request, if the Request was initially created incorrectly, Analyst can do so by clicking the Custom Button. Here in the Auto Task under the Log New Service Request Node we have set the Copy Team and Copy Owner to Yes, so that it should basically select the same owner and the Team to which the Incident was previously assigned to.

We have a situation here, we have recently enabled the Auto Assign to most available Analyst feature for one of the Assignment Group for Service Request and Incident process and currently this takes precedence everywhere. How can I restrict this in this below scenario, so that when a ticket is raised through an Incident (Using the Custom Button) Auto Task will take care of Creating the New Service Request copying the data from the Parent Incident including the Team name and Owner Name and it was working perfectly fine, by copying the same owner and the Team name (As defined in the Incident). But now its taking the Team and Owner name as per Auto Assign to most available Analyst feature and assigning the Service Request to the New Team and Owner name. 

FYI: I tried adding the variable for Owner Name and Team name below, but that is not working at the moment.

Regards,
Sahana

 

[Change Management Board- How can I get the Cancelled changes from the Board?]

Thanks @Steve Giller

[Change Management Board- How can I get the Cancelled changes from the Board?]

Hi , @TrevorHarris, @Steve Giller

I have come across multiple discussion threads, while searching for Change Management Board topics. 

In particular Changes which are logged for testing purpose, or which could have been cancelled at a later stage for multiple different reasons, all these changes get stuck at specific lanes in the Change Board. So, do we have to keep a decision to check at every different nodes for the status check and then if cancelled Remove the card from Board using the removeCard operation?

Or Is there any better way to achieve this? Like move Cards from lane to lane (Manually) directly from the Change/Problem Board? Please suggest.

Regards,

Sahana

 

[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

@Steve Giller  Hi, Could you please advice, where can I configure the settings for receiving an email notification for @Mentions. Today again one of my colleague tagged me in a post for testing purpose, I could see this under the Bell icon on my home page. But it didn't trigger any email for me. If this can be configured, please let me know, how can I get this done.

Thanks,

Sahana

 

[Asset- Can we hide/delete the Current State while creating new Assets ?]

Thanks @Steve Giller for your response. 

[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

Hi @Keith Stevenson, please let me know is there any other way to get the email notifications. 

Thanks,

Sahana

[Asset- Can we hide/delete the Current State while creating new Assets ?]

Hi,

We have a request where in we would like to know can we hide/delete the drop down value "Current" from State in the Asset Module. We need to have only Active/Archived.

We have observed users creating the new Assets under Current State which is not correct and is impacting the Report. How can we hide this from users? Please advice.

 

Thanks,

Sahana

[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

Hi @Keith Stevenson, Thanks for your quick response on this.

But I tried enabling all Email Notification, in my personal notification settings, but I never received any emails when I was mentioned in one of the SR. Can you please suggest, where else can I configure this one? So, that I can get an email notification when my name is mentioned in a ticket.

Thanks,

Sahana

[Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed.]

Hi,

I would like to know, Is there a way we can receive an email notification when we are tagged in a ticket in Hornbill? as currently it only shows up in the notifications in the portal and are being missed. Please help me to understand if this is feasible to do so? I am referring to the below Bell icon which stores the @Mentions in its list.

 

 

Regards,

Sahana

[Attachments are not getting copied to a Service Request from Incident.]

Thanks for the clarification. 

Regards,

Sahana

[Attachments are not getting copied to a Service Request from Incident.]

@Steve, Yes, Auto Task uses a Log New Request node. But under the options of copying fields from INC to SR, we don't have the option for Attachment. As a result it is not getting copied to SR's. 

So, we are wondering is there any other options to copy the attachments ?

Thanks,

Sahana

[Attachments are not getting copied to a Service Request from Incident.]

Hi @Steve,

Thanks for your response. But is there any possibility to copy the attachments to SR's when it was logged through Auto Tasks.

Regards,

Sahana

[Attachments are not getting copied to a Service Request from Incident.]

Hi, please can someone help me with my above query. 

Thanks,

Sahana

[Attachments are not getting copied to a Service Request from Incident.]

Hi,

We are having an Auto Task which is used to raise a Service Request from an Incident (When Analyst finds out the ticket should have been logged as a SR not an Incident, they use the Custom button to log a SR) after logging the new SR the Incident will get closed automatically. During the time of SR creation all the field values like (Summary, Description, Team etc) are getting copied to the respective fields of Service Request, except for the Attachment.

We have figured out the Attachment Form name where the attachment values are getting stored in a Table. But we do not have any mappings in the Auto Task to map the attachment field from an Incident to SR using Get Request Information (How can we fix this issue, as we have an Incident reported that the Attachments are missed in the SR's which are logged via Incident.) 

Has anyone encountered this issue, if so can you please help.

Regards,

Sahana