Steven Boardman

@lee mcdermott a few pointers, hope they will help 1. When you add a request to a board, the first action of doing so can include the lane you would like it to appear on (as shown below) 2. If you specify an application in the settings of the node, this will overiride anything you have put into the title and other fields (As shown in the help text below), so if you want to include your own content, unselect an application and populate the title and other fields as appropriate. 3. Once you have added a request (card) to a board, in order to move the request (card) to another lane, you will first need to Get the cards id, so that you can move it. to do this you will need to use the Get Card Information option and specify the board the card is on, and use the &[global["inputParams"]["requestId"]] as the key value. This will give you the Card ID, as an ouput param. You can then use the Move Card On Board option, and the Card ID can be specified by using the variable picket, and getting the card ID from the Get Card Information node - the request ID is not the card ID. Another thing to check Do your users (requestors and agents) have the Board BPM Access role? if not you can add everyone to this role in the admin console. Finally could you share the error message you are seeing? Hope that helps Steve

@Chris Bardell in addition to what Daniel has said. The following applies: 1. The data on most widgets on the pages is Dynamic, so it will only display the data relevant to the services each organisation / group / or users are subscribed too or have access too, so if different organisations are subscribed to different services, the data will differ. There are exceptions to this with widgets like the Links widget, which uses static links, but Service, Request, Bulletin widgets are dynamic based on subscription 2. Whilst the Home Page will be a shared view, it is possible to add as many Domain pages as you desire. You can make domain pages only visible and available to those organisations/ groups / users who take services tied to specific domains, which may afford you more options.

@lee mcdermottif the loop takes you back to a point in the process, before the human task, and the process then continues on, it will invoke the human task again. If you wanted to avoid this, you would need to add in a step to evaluate if the human task path should be followed - i.e have a decision in your process, before the human task - do an evaluation against a criteria to see if the human task path should be followed. For example, if in your process, once the human task is completed the first time, you write the outcome to a request custom field, if the process loops round. you could add a Get Request Info node before your human task, followed by a node to see if the custom field IS Set - so this is evaluated on the first loop and any subsequent loops, if the custom field has a value you can use the decision and outcomes to bypass the human task node, but if it is not set - i.e it is the first time through the process (as no outcome has been written to the custom field), then the human task node will used. It is all about the process having the appropriate decisions to either repeatably loop through the human task, or have a check and decision and a route defined to bypass the human task if you don't want it invoked if the process loops Hope that helps

@Adrian Simpkins thanks for the post. There isn't currently an option to configure or add rules to the Me Too button. The idea of different options or flagging the workaround has resolved their issue, is a good idea and has been logged for review. Currently the owner would not receive a notification that the KE / Problem has been updated, however if the owner (user) / or any other user is Following the ticket, then they would receive a Hornbill notification, as the action of clicking the Me Too results in a timeline entry on the KE / Problem, which you get notified about if you are following the ticket. I will raise the question about this being a default option for the owner / team the ticket is assigned too. If the KE / Problem has a permanent fix, on closure of the ticket, the published known issue and workaround is automatically un-published as the issue has a permanent fix rendering the known issue resolved. I hope this provides answers to some of your questions. Steve

@yelyah.nodrog maybe not 100% what your after, but if your change manager follows the changes they are interested in (or all of them), using the follow option on each ticket, then they will receive Hornbill notifications about updates to the timeline of the tickets. Whilst you can add members via the BPM, you can't invoke the action for them to Follow, this is something the change manager would need to do on the tickets they want to receive notifications about updates too. Of course in the BPM, you can add nodes which can email the change manager at key points in your process by adding the email external email address and adding the change manager's email address. Hope that helps Steve

@Paul Alexander the output is comma separated email addresses (which i am sure you expected), this of course can be used as an input value for the email external email address option, so if you needed to email all users with a role, or all users in a group (which is another option), then this would allow you to do this. As you say, good to know it is there......

@Paul Alexander the assignment role should return a list of the Assignment roles defined within the scope of the app. So if you change the application setting to Service Manager and look under utilities and use the same option, you should see the OOTB Assignment roles from Service Manager, plus any custom assignment roles you have added yourselves Of course if you have any Collaboration assignment roles, these should show in the list if the application is on Hornbill Collaboration Hope that makes sense

@Paul Alexander there is an option to get the last authorisation details, which you can use, then you can update your custom fields etc with those details Hope that helps

@AlexOnTheHill gotcha, that makes sense, let me ask the question internally for you.

Thanks @AlexOnTheHill In terms of the filter, i understand you use Hornbill across different internal business domains, and with this list being for employees of the organisation - supported and providing the support (basic and user types), could you let us know what the filtering will offer you here, or in essence what is the outcome you are looking for? I am just trying to see if this is already available somewhere else for you in Hornbill, for example under the organisational structure as shown below, there are the group breakdown's and assigned users to each grouping.

@AlexOnTheHill thanks for the post, could you provide a little more information on the user list? are you referring to a specific view in the agent view, or the admin console or both which you would like this filter against?

@Paul Welbythe team have looked at this, and it looks like the same issue, which is now fixed and will be available in the next Service Manager update, which will hopefully be pushed automatically in the next couple of weeks.

Thanks @Paul Welby i believe it will, but now you have confirmed the details i'll get one of the developers to double check and confirm if the fix in the next update will indeed address your issue.

@Rashid.Ahmed there are a few options for flagging VIP's If you wanted to use the banners, you would need to add these to your business processes, and they would only apply to requests running the business processes, after you have made the changes, and added the notices. Below is another forum post, which has links to a number of other VIP discussions These include: * VIP SLA's * Displaying custom fields on the request list which make reference to it being a VIP * Showing fields during progressive capture which display VIP info * Showing VIP info held in a customer record on the request itself (banners, details section, customer section) Hope some of the ideas in these other discussions help.

Hi @Paul Welby thanks for the more info. Just to clarify on the assets accordion section on a request, intermittently a number shows to indicate there are assets attached, however if you open the accordion there are no assets, and the number on the accordion is removed? I ask as we have seen something like this and a fix is coming out in our next Service Manager update, i just want to make sure it is the same issue and make sure this will address your issue for you.

@Aaron Carter no definitive timeframe i'm afraid, however the work is pretty much complete, but as this (priority piece) is just one part of the bigger re-factoring of the progressive capture work, there is a fair amount of testing etc which needs to follow, which makes it difficult to give timelines's on it. The testing has to be completed and any issues addressed before it is released in an update. Hopefully this won't take too long to complete and release.

@Aaron Carter it certainly isn't the intention to make the configuration of Hornbill confusing, and we are always looking to improve the user experience. An example of this would be making it visible if different pc forms are only intended for use in specific interfaces (agent / end user). I don't think you were misinformed, the information it sounds like you were given was accurate in the sense, that to achieve an outcome of allowing the customer to select a priority and for it to be used on the request would involve custom PC questions and mappings via the business process engine. What has been accepted, is that a better solution is to allow you as the designer to decide if you want to use the priority form in your end suer facing progressive capture's, and not for Hornbill to determine that. As such the priority pc form will be extended to work in any pc flow (Agent or customer facing). The points you make about it being frustrating and time consuming to find out the priority form couldn't be used in the end user pc's is valid feedback, and we will look at address this going forward, and make the experience of configuring and Hornbill better.

@Adrian Simpkins thanks, i believe if you are a member of an Inc, SR or Change this alone won't push notifications to you about updates etc. However if you are following the ticket then you will get notifications about updates etc to the ticket. I've done a few tests and this seems to be the case. Also just to be sure, if you are viewing the request which is being updated when it is updated, the notification immediately goes into the dismissed list in the notification list. When you are setting your preferences for notifications in your profile, these are for you as the owner, or a member of the team which the ticket is logged against. Hope that helps

@Aaron Carter thanks for the post. We are currently working on progressive capture enhancements, and as part of this work, we will be enabling the priority form to work for the customers as well as it does currently for the support agents. This work is ongoing, but will be completed soon, and once tested it will be pushed out in an update to all customers. Once available, it will enable you to use the priority form on the progressive capture flows on the self service portals, so your customers can update the priority of the tickets they are raising. In the meantime the workaround which you mentioned in the bpm with mapping priorities from progressive capture custom values is available, albeit with the extra work it entails. Hope this helps. Steve

@Paul Welby would you mind sharing an image of where in the interface you are seeing the issue?

@Adrian Simpkins yep they should work as with any request type. Let us know if you have some specific examples and i am sure we can take a look at them

@Alberto M if i understand correctly what you are looking to do, i am not sure this is possible. Once a customer is asked for feedback (which occurs automatically on the closure of the ticket, if you have configured the service and request type against which the ticket has been logged to use it), there are only three possible outcomes 1. Feedback is provided (either immediately or they click 'later' and come back to it, but ultimately they do provide the feedback 2. The customer consciously opts out of providing the feedback - using the 'No Thanks' option. 3. The Feedback request expires - if you have set a number of days which the feedback request is valid for. Once the request is in a suspend await feedback, it is essentially waiting for one of these three outcomes to occur. * There is no option in there to be able to send a reminder email after a couple of day's i'm afraid * If the feedback request expires, it is not possible to re-issue the request for feedback, it is simply recorded as expired. I hope that makes sense and i have interpreted what you were trying to achieve, if i have misunderstood please let me know

@Nikolaj we are currently implementing an update to progressive capture for the support users, this will include the catalog item (if chosen) in the right hand side. The details shown on the right are not configurable for this form. We are still finishing the development work on this, but we will post back here once the updated progressive capture will be available.

@Mark (ESC) the date time variable is displaying the database value (UTC) In order for it to respect the format you are using in the regional timezone and datetimeformat settings, you will need to use a modifer, in this case something like this {{.H_datelogged|formatLocalTime}} The modifiers are covered on the wiki link below, but i have pulled out the relevant part and added it above. https://wiki.hornbill.com/index.php?title=Email_Templates Hope that helps

@Adnan Zamurred you can add a workaround via the details section on a known error, if this is not visible to you a user who has the rights to design forms, can click on the design option either on the request as shown below, or against the View request details for the Known Errors in the service view you have shared.