Lee C

Hi My Hornbill instance is synced with AAD, Does anyone know how i would configure a workflow to go into AAD and fetch the users line manager email address so i can then set a node to email said manager? Thanks!

Thanks @James Ainsworth this makes sense! yes under this service particularly i have the incident and service request SLA linked and i think thats why its picking up the incident SLA on everything, i have set rules up by request category to pick up incident SLA for incident and SR SLA for the service request forms, this actually solved the issue

@Steven Boardman any ideas with this one please?

Hi, Im sure someone will know the answer to this I have a service request catalog item using a workflow that sets the Priority to 3, it sets the priority ok but it applies the incident SLA P3 and doesnt start response and resolve timers, first ive encountered this, ive also noticed this happens for any service request form inside this same service (at this point i dont know if it does it in every other service, my workflow is below and i have a get request details node right at the start. At moment i have had to setup a rule so the catalog item picks up the service request SLA which is not ideal but its something. I have seen a node for updating the service level and service level agreement but i cant get this on the workflow so it auto changes it from incident SLA to service request SLA, im not sure why its behaving like this in the first place service requests picking up incident SLAs?

to elaborate the ticket owner is asking if an email notification can be sent to them when an analyst updates their ticket not when a customer updates it

Hi, does anyone know if this is possible? A query has come up where an analyst updates a ticket and the ticket owner advised they got no notification of the update, i understand we can set this up so customers get a notification when an analyst updates the ticket but can it be setup where if an analyst updates a ticket the ticket owner gets a notification?

Hi All I just watched a Hornbill academy live video, the presenter mentioned you can use a cloud automation node to pull line manager details and then have it send an email for authorization to them (we are using Azure AD already synced with Hornbill) Currently i am using the external auth node to email the line manager from Hornbill, i cant seem to find any information how i can get Hornbill in a workflow to pull line manager details from Azure AD so it will send an email to them, can anyone advise how i would set this up please?

ah think i resolved it, the app setting for pause and stop resolution timer on resolved were overriding the workflow

@Albina Bardhi @Steve Giller Sorry to tag you in on this just a bit stuck, any advice how to resolve this? I guess in theory what i want is where it has " response completed " i want it to show " resolution time completed " as soon as an analyst marks it as resolved.

Hi All Bit stuck on this one, doing SLA reporting and none are showing if they are breached or passed SLA, its just coming out SLA blank currently when a ticket is marked as resolved it literally stays like below, what nodes would i use on the workflow to make these tickets show if SLA was passed or not? Fulfilment part of workflow is on 2nd screenshot, i feel whats happening is the resolution target is being paused and doesnt complete until it auto closes after 5 days or the end user closes it, i need this to show resolution complete when an analyst marks the ticket as resolved if possible?

@Albina Bardhi was that you in the video? if so very impressed with the content and explanations, learned lots of things just off 1 course i had no clue about Yes thanks so much it clarifies it a lot.

Hi All Just been watching video on Hornbill academy where i seen you can enter customer first name as a variable so it appears on the form as below, the lady doing the video looks to have copied and pasted the variable which shows something at the start and end of it that must make the text bigger but its blurred on video cant see it (see second screenshot of the variable used by lady in video, whats at the start and end of it please?

Hi, I didnt know which section to post this in, how do i start using Hornbill AI in my organisation? I cant see to see any options for it when in a request, does it have to be turned on for our organisations account? Thanks

@Berto2002 Thanks, where would i set these 2 ? See 2nd screenshot i dont have any options to create these

@Steve Giller