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Steven Boardman

Hornbill Product Specialists
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Steven Boardman last won the day on October 18

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  1. @Smurfy the following wiki page should hopeful help - https://wiki.hornbill.com/index.php?title=Service_Manager_Notification_Settings Essentially the notification settings are global by default, but if you wish to enable them per agent then there is a system setting to enable, and once enabled each agent will see the Service Manager notification options on their profile and be able to set their preference. guest.app.requests.notification.allowUserDefinedNotificationType Please take note of the considerations detailed in the wiki page before enabling the above setting
  2. Sorry @Alisha I am not aware of any movement on this one just yet.
  3. Hi @Jack_Podmore sorry your having issues here. I've attached a simple business process example which will: 1. Get Customer Info 2. Write the Customer Site to the Timeline 3. Branch off the Customer Site value - so if London it will go one way, and if not London it will go the other Hope this helps to trouble shoot your process Steve customer-site-example.draft.bpm.txt
  4. @Berto2002 a new Clear authorisation decision option will be added to the business process designer. This will allow you to remove an existing authorisation state (approved / rejected). This new option will be available in the next service manager update which is scheduled to be pushed in the coming weeks.
  5. @Berto2002 I have flagged this enhancement request to the AND/OR condition with the team who manage the custom buttons.
  6. @Adrian Simpkins A couple of things to check 1. Is the request a Service Request or Incident? the Cancel option only applies to Service Requests 2. Does the user have the Self Service Request cancel user role? I can certainly see the cancel option under those conditions for a basic user
  7. @Berto2002 you could take a look at the Get Timestamp option which is available in the iBridge > utilities in the business process designer This will allow you to set the scheduled end date as the Starting Timestamp, you can use the Add Operator, and then increment the value using the Minute option by one, and then use the output timestamp as the expiry. You would of course need to use this option ahead of the window expiry action in your workflow. Something to look at i hope
  8. @Berto2002 I'll see if the wiki can be updated to cover these nuances. The only other one which springs to mind, is that for Request Type, the value needs to be lower case so incident rather than Incident for example **Update** The following wiki page has been updated to include a Condition Values section, this will be used to add any specific formatting needed for the values of the conditions for each app and each app entity. https://wiki.hornbill.com/index.php?title=Custom_Buttons
  9. @Berto2002 try the format status.open or status.new etc (case sensitive)
  10. @RIchard Horton there is also a way of getting the catalog ID's and Services through the employee portal UI. If you navigate to a specific service, you will see the catalog options (assuming they are visible on the portal) If you click on each one, it will open the relevant progressive capture form and in the URL bar you will see both the service ID and Catalog ID as below: https://live.hornbill.com/rhdemo/catalog/new-service-request/com.hornbill.servicemanager/5/325/ Where 5 is the Service ID and 325 is the Catalog ID
  11. @Berto2002 there are a few things to address here: 1. You can still have the connection being added to the request during progressive capture, so the agent's can still see who the approver is for the request, it will just be in the business process, you are looking up the line manager via the customer's manager logic as detailed above, but if you need for the agent's to know who the approver is, you can continue to still use the connections. Alternatively you can utilise other options to make it visible to the agent who the line manager is on the request * Add a request notice and inject the customer's manager's name into the notice * Post an update into the timeline of the request, including the customer's manager's name (albeit this will disappear down the timeline overtime). * You can include the customer's manager name in the customer section of the request view So it shows as follows: Obviously some options are more visible than other's, but hopefully some to consider. 2. Request Connections - There are two sides to this, firstly the adding of request connections via progressive capture - this is correct, you can only add one connection at a time as a requestor (this is actually via the user data query). However from the agents view of the request, they can add multiple users as request connections of each and any connection types you have defined, as below: As such, in the case of the external authorisation, where it's input paramater is either a declared email address, or a single variable value, attempting to look up the connection's of a request for this purpose it problematic. Finally, if it is a requirement to use the 'user' selected in a progressive capture answer (using the user picker) as an external authoriser, then you can of course use the business process to add them as a connection to the request (for agent visibility purposes), you can simple inject the 'raw' value answer to the progressive capture user selection question, into a 'get user' node, and then their email address will be returned as an output parameter from that node, which can be injected into the external authorisation node.
  12. @Berto2002 have i read this correctly, that the Connection is the customer's manager? If this is the case, and you want them to be the approver in the external authorisation option, then if you use a Get Request Information > Customer Details node One of the outputs is Customer ID You can use this variable in the following option: The bottom option here, will be the Email address of the customer's manager Then using the External Authoriser option you can inject that variable. To address your second point, before the External Authoriser node, you could add a Decision, and have two outcomes, each with a custom expression, in one of the custom expressions, you could do a contains on the email variable value from the Get User Managers Details options - and if it say had @YOURDOMAIN then branch to the External Authoriser and the other outcome could be a No Match from which you could decide what to do if no manager email address was present - You could of course choose a different custom expression like Is Set or something like that, if you prefer. Finally, there is no option to get connections details which would help here, as it is possible to have multiple connections on a single request (of the same or different connection types), and when it comes to the external authorisers, this will only accept a single approvers email address, so we would not know which of the connections of say the same type to return, in order to get their email address. Hopefully the above if useful and the approach can work for you
  13. @AndyHill @Berto2002 for the email template, there is a modifying function for converting the date/time variable to the correct local time, this is mentioned here on the wiki: https://wiki.hornbill.com/index.php?title=Email_Templates So in the case of the start and end dates for the scheduled change, the email variable in email template would be as follows: {{.H_start_time|formatLocalTime}} {{.H_end_time|formatLocalTime}} This will then use the system regional settings as set under the following settings: system.RegionalSettings.timezone system.RegionalSettings.dateTimeFormat In the absence of the modifier on date/time values in the email, it will use the UTC value in the database The above settings can be found here in the admin console: Once the modifier is specified in the email template the output should be as follows: I hope that helps on the email template formatting front. As the display on the request notice has already been logged via the support channel i'll leave this with the support team to manage with you @Berto2002
  14. @Sam P looking at this i would think that all the task nodes are using the same / original Get Request Information node to decide who the owner of the ticket is? If you add a Get Request Information node in front of each task, and use these for their related task, it will look up who the owner is at that point in time, rather than relying on an OLD get request information node, which would return who the owner was at the point in the business process when it was called. So just add a Get Request Information node in front of each task node, and use the variable picker to insert the owner from that node rather than a Get Request Information node from earlier in the process Hope that helps
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