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Steven Boardman

Hornbill Product Specialists
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Steven Boardman last won the day on July 27

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About Steven Boardman

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  1. @lee mcdermott looks like you have bases covered. Couple of things you might want to look at * Have you tried the portal as a basic user as well as a fully licensed subscriber? checked all services are mapped for a typical employee * If your intending on using the employee mobile, then you'll need to look at - setting up a new SSO profile for the mobile - https://wiki.hornbill.com/index.php/Employee_Portal Apart from that it sounds like your all set
  2. @Adrian Simpkins maybe try linking the MSE - Linking SLA to your test service and then go back into the SLA (change the name if desired), add a basic SL Target, and basic auto escalations. See if this is then visible to be linked to another service If it is, perhaps it is something to do with the MSE - Test SLA, perhaps something went wrong on creation etc. if you can't see the new one on other services, then we can explore if there is specific auto-escalation actions which are causing an issue? I've added some auto-escalations and i can still see and link that new SLA to my service, i am hopeful it is not that.
  3. @Adrian Simpkins hmmm that is very strange. So you say you see the other MSE SLA's when searching? and these are SLA's which you've used for a while? If you create another SLA with the MSE naming convention, does this appear? just trying to see if this is something to do with the one SLA?
  4. @Adrian Simpkins i've just tried to replicate but it seems to be working ok I created a new Corporate Service Level Agreement Then went to an existing service, and tried to link it as below, and it seems to work as expected (and there are existing SLA's) linked to the service. Could you confirm if you've added a corporate global service? if you have added a service specific one, it won't be available to use on any other service, therefore would not be returned in the search Corporate Service Levels are created here, and then available to any other service: Service Specific one's are created in the service view, and will not be available to link to other services. Could you share some screen shots of your configuration, if it is not the corporate vs service specific SLA issue?
  5. @aykut.boyraz no problem After your task in your business process Add a new node - Hornbill Automation > Service Manager Entity > Requests > Update Request > Custom Fields In the custom field you want to use, change the drop down to Variable then using the icon on the right of the field, launch the variable picker From the tree, find the task expand and find the Jira question and use the Inject button. Now this is added to the request custom field, you just need to load the latest request info before using an email node which relies on the custom field So: Add a new node - Hornbill Automation > Service Manager Entity > Requests > Get Request Information > Request Details Follow this with an email node and the email template you want to be sent. Re the iBridge - great you have access too it, it will be nice and easy to set up (when your ready) Hope that helps
  6. @aykut.boyraz on a side note, if you have the Hornbill iBridge Module and the other company are using Jira (cloud or on premise), you can achieve this as part of your business process and or from a custom button on a request form - and it will bring you back the Jira reference number which can be auto populated into a field of your choice: https://wiki.hornbill.com/index.php/Hornbill_iBridge https://wiki.hornbill.com/index.php/Jira_Cloud https://wiki.hornbill.com/index.php/Jira_On_Premise You can also use the OOTB integration to comment on their tickets, and even update / close them via this integration
  7. @aykut.boyraz your spot on with using the custom fields. So after your task with custom field: * Use update request > Custom Fields - use the variable picker to inject the value from the task custom field * Do a request get info * Use an email template and include the custom field from the request (the one which you added the mapped too in your email template include the custom field (you'll need to add to the body, and then cut and paste it into the subject line
  8. @Adam Toms there is a column h_bpm_authorised in the main h_itsm_requests table - so if you use the change entity to generate your report this should be available to you, or if you build a sql report you can join the this and the change table. * There is a BPM operation to mark a request as approved. Assuming that all authorisations are driven from approval tasks - then you could in your business processes write the completion date / time to a custom field. As you may have multiple approvals / weightings etc you could use the Get Last Authorisation Details node, after the change is approved - this will include in it's output params the completion date/time Use the variable picker and update a custom field (using a date/time field custom field) Name the Field Something like Approval Date / Time Then in your report you could look at the all requests where h_bpm_authorised = authorised AND Approval Date / Time is greater than Start of Today - assuming you ran this at 4:20 or 4:15 it would only include those authorised by that time, so no need to have an endofday value? Obviously this would only work for change requests going forward where the BPM is writing to a custom field where you can use the date / time to filter the approved changes on, but may work for you?
  9. @Dave Longley there are a couple more options discussed in this post: * Scheduled Tasks * Using the BPM to schedule Incidents
  10. @HGrigsby i've just run your process up on my test instance, and the task expires as expected, and the process moves forward using your existing configuration I had to refresh my request to see the task move into the expired activities section, but it definitely expired, and the process got the expire flag, and moved on and branched accordingly to the resolution stage. 1. Process has completed, and is closed 2. If i refresh the ticket, the task jumps form the assigned to the expired list in the UI, but the process has already picked up on the expire in the backend, and moved the process on Does the process complete - i.e the head's Up Display and status change to resolved and then closed? is it just the task in the UI which hasn't updated? but with a browser refresh, this catches up? If not a UI refresh issue, then it might need to be logged with support, as the process seems fine on mine and your other environment, so perhaps support can take a closer look to see what is happening on your instance?
  11. @HGrigsby if you add a decision node after your task, and branch on two outcomes 1. Expired 2. The outcome of manually completing the task Does that work?
  12. @lee mcdermott if you are manually raising a request from email - if so in the progressive capture you are using, if you include the Attachment pc form, you will see the email's attachments presented to you, they are auto added, you can choose which to remove (if any), before raising the request Orignal email PC with attachments form If you are using routing rules once a request is raised, and you want emails relating to the same request to auto update the request ,you can also use these settings to allow any attachments to an email updating a ticket, to also automatically add any attachments to the email Admin Console > Apps > Service Manager > Settings app.email.routing.rules.update.addAttachments.IN app.email.routing.rules.update.addAttachments.SR app.email.routing.rules.update.addAttachments.CH app.email.routing.rules.update.addAttachments.PR
  13. @Jack_Podmore there is no necessity to use or have to create domain pages, they are there to provide you with the ability to separate out your catalog if you so desire.
  14. @Anthony Albon yep looks that way Three things to check 1. In Keysafe, you have a Microsoft Keysafe created and the account you are using has the appropriate rights to perform the actions 2. In the Auto Task process, in the cloud automation node, make sure you have the Request Credentials field populated with the Microsoft Keysafe title. 3. Check your input params are all correct / valid
  15. @Jon Green you can set this in the admin tool Home > Apps > Service Manager > Translations Just search for the term On this occasion you will see multiple matches, as there are different translation strings for the Customer, Service, and Employee Portals
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