Lee C
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Enhancement Requests
Posts posted by Lee C
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29 minutes ago, Victor said:
@Lee C deleted as in removed or no longer visible from/on employee portal but service still exits in service portfolio? Or deleted as in no longer in the system altogether?
removed, altogether.
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Hi
Anyone know if its possible to restore a deleted service from the employee portal or does it have to be recreated?
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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!
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9 hours ago, James Ainsworth said:
Hi Lee,
Thanks for your post. It can be tough to have an idea what is happening without taking a look at the whole picture. However, I will try to provide a few options to consider. You may have looked into these already, but do let us know if any of these help or if you are still having problems after checking these out.
1. In the workflow above the Start Response Timer and Start Resolve Timer come before the setting of the priority. The Service Level targets will be set as soon as these timers start. If you have a rule that is looking to set a target based on priority, you should be able to move the setting of the priority before the starting of the timers.
2. If you have some rules set up, but none of the rules match, no service level is applied, and therefore the timers wouldn't start.
3. There is a workflow node that will automatically re-assess the service level target. If there is any change in priority or other criteria that you use within the rules for setting the service levels, this will re-apply the new targets.
4. When there is more than one Service Level Agreement available to a Service, you must provide a rule to make sure the correct Service Level Agreement is applied.
5. When there is more than one Service Level on a Service Level Agreement, you must provide a rule to make sure that the correct Service Level is applied.
6. Both Service Level Agreement rules and Service Level rules are applied in the order that they are listed. You need to make sure that the criteria for a rule at the top of the list doesn't match something that you are expecting to be picked up by a rule further down the list.
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
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@Steven Boardman any ideas with this one please?
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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?
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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
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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?
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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?
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ah think i resolved it, the app setting for pause and stop resolution timer on resolved were overriding the workflow
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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.
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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?
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6 minutes ago, Albina Bardhi said:
Hi @Lee C,
What you saw in the video is a method used for text formatting.
To make text appear as a heading as it appears in the video, we enclose it within '=' at the beginning and end. In the case of a variable like a customer's first name, it would look like this: =Hi {{user.fName}},=Additionally, for emphasizing text, we use the following conventions:
To bold words, we enclose them within ''' at the beginning and end.
To italicize words, we use ''.So, in summary, the syntax for formatting text is quite straightforward:
- Heading: =Text=
- Bold: '''Text'''
- Italics: ''Text''
I hope this clarifies things for you!
@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.
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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?
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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
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Thanks, where would i set these 2 ?
See 2nd screenshot i dont have any options to create these
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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
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12 minutes ago, Steve Giller said:
Try putting a Get Request Details node immediately before the Task so that any changes in the Request state are up to date.
Additionally, check that the Owner has "Assign Task" and "View Task" set in the relevant Team settings.
Thanks very much @Steve Giller the get request details node did the trick!
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11 minutes ago, Steve Giller said:
Firstly, check you used "Owner (For Tasks)" as the variable - it appears that you did from the next image, but a second check never hurts.
Assuming that you have the correct variable, this is almost certainly that the Request does not have an Owner at the point where the Task is created.
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...
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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.
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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.
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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
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Auto Out Of Office Replies Taking Tickets Off Hold
in Service Manager
Posted
@Berto2002 Hi, the above expressions, can you show me it in full how do you set it to then delete the emails? is there another line to the above expression that then does the deletion?
Or on the rule do you set its target folder success and failure to deleted Items? or set rule action to move to deleted items folder?