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Martyn Houghton

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Martyn Houghton last won the day on May 5

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About Martyn Houghton

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  1. @James Ainsworth, @RIchard Horton This was one of the scenario we wanted to use the Pause SLA Timers and also have the suspend 'Wait for Status Change' to trigger on Sub Status changes, as the email/customer portal updates are able to trigger sub status changes already. Cheers Martyn
  2. @Jeremy They use the maintenance window setting, autoUpdate.maintenanceWindow , in the Admin Tool under system Cheers Martyn
  3. @AndyHill At the moment V3.6.2, rather than the latest v3.8.0. Cheers Martyn
  4. Can the current 'Hornbill Change History' option in the Admin Tool be extended to include the date and time the release was automatically applied to the instance and how long it took, which is the information which is currently sent as an email? Cheers Martyn
  5. With the progression to automated updates for Applications on the Platform which will utilise the platoform Maintenance Windows setting used for the platform updates, can I just clarify whether the Core UI and Collaboration updates which are applied automatically at the moment honour this setting? Cheers Martyn
  6. @AndyHill We have a similar process and we have a second LDAP Import process that runs after the main one which sets the status of the Hornbill User to Archived, if the account is disabled in the source AD. Cheers Martyn (&(objectCategory=User)(userAccountControl:1.2.840.113556.1.4.803:=2)(whenChanged>=20160101000000.0Z))
  7. @Malcolm It is possible to do this using the Contact Importer, using the update mode, as you only need to update the password and possibly there Portal Rights. We used this approach to update pre-created contacts in the system to add Portal Rights to them, on go live. This way we could create the contacts ahead of time for the migration process and but not give them access until we went live. You would need a list of contacts extracted from Hornbill in file or database. Then generate new password for each. You then use this as source for the Contact Import update process. In terms of communication of passwords we did not provide them, as their is no current facility to force password expiry or change on first use. We advised all our external customers to use the forgotten password operation on first login so that they reset their password to a value that only they would know for security reasons. Cheers Martyn https://wiki.hornbill.com/index.php/SQL_Contact_Import
  8. @James Ainsworth The problem is that setting the an external users password in this way is insecure as someone other than the user knows the password, as there is no password policies enforces for expiry or change on first use. Cheers Martyn
  9. Following @Paul Davis update on the post liked above, that this is now taking affect from the 12 July, you can check your maintenance window setting, autoUpdate.maintenanceWindow , in the Admin Tool Cheers Martyn
  10. @Dave Longley There is a forgot password link at the login screen on the customer portal which send them a reset link email. Note this sends an email from @hornbill.com address not your own. Cheers Martyn
  11. @Steven Boardman That will be a great help. Cheers Martyn
  12. @RIchard Horton This is something we have raised a couple of enhancements for previously around automatic adding of connections, when requests are raise or even updated by email. Recent updates have allowed you to obtain the To: and CC: email addresses, so you could use these in the BPM of the notification email is sent by your workflow, to include the other parties, but there is no linkage or matching available to add them as connections as far as I am aware. Cheers Martyn
  13. @Michael Sharp Indeed we do. Cheers Martyn
  14. @Michael Sharp As you access it through the support process https://www.hornbill.com/support, I am presuming you have to have a the maintenance plan to gain access to it @James Ainsworth are you able to clarify? Cheers Martyn
  15. @AlexTumber I am somewhat confused. The SM team have provided the facility to record time against the Linking Documents in the tool, but now do not want us to or not let you set a default for the facility that is already present? In our case we are trying to make use of Link Documents to supplement the FAQ's as part of rebuilding the Knowledge base facilities lost when moving from Supportworks to Service Manager. As we will have a large volume of libraries and documents locating and linking the correct one could take a significant about of time. Cheers Martyn
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