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

Hi I have had a look through the online guides and i am struggling a bit I want to be able to find out how many times a certain catalog ID portal form has been raised in the last 3 months and also the average response time its taken to resolve them Can anyone point me in the right direction how i can set this up? Thanks

Thanks very much @Steve Giller the get request details node did the trick!

Yeah i tried it with owner for tasks as well, same error, this is the flow, im not sure its down to no owner assigned as i originally had the flow to auto assign to a 1st line analyst before the human task so i tried something different below where it suspends waiting for an owner and once assigned i thought the task would create ive set this up identical to another workflow where this works so im stumped...

Hi Searched high and low for an answer for this, i have created a human task on a workflow, when the ticket raises in hornbill the task will not generate due to the below error, anyone know how to fix this please? i have tried this task on both triage and fulfilment stage and both times it errors I have set this up identical to another workflow that has a human task on it, its like it doesnt know who to assign it to i guess? i want the task to assign to whoever takes ownership of the ticket. In the 2nd screenshot i have set the task assignment to both owner and owner for tasks variable but it still brings up same error.

Hello As the subject states out of office replies, when they come back on ticket it automatically takes them off hold...is there anyway i can change that so it if an out of office message comes back it keeps the ticket on hold At the same time we need manual responses though to still take ticket off hold, only want it to stay on hold if the out of office message bounces straight back on the ticket.

Hi I have a workflow and capture form setup at the moment for when someones account is requested to be suspended, i want this to reject if the requestor doesn't meet any of the below 2 criteria The requestor Is not from HR - (our hornbill is setup where it looks like on the user profiles it has in custom field attribute 6 the department/service the requestors are part of, see below) so if on custom fields attribute 6 if it doesnt have HR i would like the ticket rejected, i know how to reject tickets i just dont know what nodes to use for the department check The requestor is not higher up in the management chain than the line manager This one might be quite hard to do i admit as all i can go off is can Hornbill check the user account to be suspended in AAD who the line manager for that is and then email that persons manager? so in effect emailing the line managers manager, or can i do that via hornbill automation where it emails the line manager like i have it below and it also then emails the line managers line manager if that makes sense? I currently have my workflow setup where all it does is email the line manager for authorisation that shows on the hornbill record for the account that is to be suspended as below

@Steve Giller

I see, i was using the date and time control field in a capture form and formatting the email template to use the custom field 21 and 22 This is a newb question how can i make my email template convert it to the regional/local time please where custom 21 and 22 is? i can see on the document the modifier value but not sure how i should have it look in my template what i am using below

Anyone any ideas on this as cant see why its doing it only on emails that automate out of the helpdesk mailbox when the date and time control field is used on capture forms, how can i get this time corrected? I can see this is a common issue looking at previous posts.

@Steve Giller any ideas with this one?