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Martyn Houghton

Hornbill Users
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Everything posted by Martyn Houghton

  1. @PeterL Looks like you mail server is possibly terminating you connection. I would get the mail server administrator to check the server logs at their end and also the antispam/Denial of Service settings, as I think this is what is being triggered. Cheers Martyn
  2. @Steve G Thanks for the advice, I had indeed got the full URL as we do for the on premise version, so will give a re-test now I have just the endpoint name. Cheers Martyn
  3. @PeterL It looks like the mail server is applying restrictions on the frequency of 'Get' requests on the mailbox, hence the " Request is throttled" message, to protect itself. Whilst checking out the source mail server settings, you could increase the mail.importer.pollinterval to 240 seconds (4 mins) to avoid the frequency throttling to see if that alleviates the issue. Cheers Martyn
  4. Now got the list of priority id using endpoint rest/api/2/priority and id value 1 is valid. There are only five of them P1 to P5 with id's of 1 to 5. I try setting reporter next to see if that helps. Cheers Martyn
  5. @HHH Good point on the custom fields. I give that a go. I struggling to identify the ID for the priorities as the /rest/api/2/issue/createmeta endpoint does not seem to list priorities. Cheers Martyn
  6. I am now looking to integrate to a JIRA Cloud instance as well as on premises, but have struck a problem with creating a test request as the integration process is failing, but the error in the logs is not given any indication of the why. I can create a request manually using the same credentials with only specifying the Summary, Description and Priority. I suspect the issue is the priority value but cannot be sure as there is not detailed error/response information being provided. Is there any additional logging we can check to help diagnose where it is failing? Cheers Martyn
  7. @Adrian Simpkins Most of these are configured by the Service Manager - Settings beginning with "guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility". I suspect the one you are after is " guest.ui.app.com.hornbill.servicemanager.operation.defaultVisibility.update" Cheers Martyn
  8. @James Ainsworth @Steven Boardman Can you advise is there are any plans to address the issue of suspending and awaiting a 'Sub Status' change, as not currently having the ability to suspend the workflow and await the change from one sub-status to another under the same parent status is quite an problem for us for the new services we are bringing online this quarter. Trying to use suspend and await expiry to check to periodically if the sub status has changed is not efficient on the our instance resources and will quickly hit the maximum number of steps. Cheers Martyn
  9. To avoid having to hard code numerous 'Assign to Request Creator' nodes in our generic BPM workflow, can the 'Team' property on the node be enhanced to allow the insertion of variables as well as manual selection. I have tried assign it to the team before hand and leaving the value as 'Auto' but this does not work and causes the workflow to break. Cheers Martyn
  10. @HHH I believe you can use the % prefix to give you limited wild card searching, but would like to see this improved further. Cheers Martyn
  11. +1 for the Expire At option, to set a specific time rather than duration. We have also raised related enhancement to be able to insert variables in the the suspend nodes expiry values. Cheers Martyn
  12. @Daniel Dekel Thanks for the clarification and I can now indeed see/make visible Alternate Telephone 2 aka h_tel_3. I will keep an eye out for the update to include the Alternate Email 2 aka h_email_3. Cheers Martyn
  13. @Steve G That's excellent. Thanks for very quick response. I will download it now as have another migration coming up soon as well. Cheers Martyn
  14. @Paul Alexander Thanks, indeed it should be. Cheers Martyn
  15. @AndyGilly Yes we have that problem when using the escalate process, with a very long list of different priorities from a long list of different service level agreements. We have in essence disabled the 'Escalate' option and now only use the 'Priority' as the initial bases for the Service Level Agreement rules. Once the request is created we only adjust the Service Level, not the priority value. This way the analyst can only select the available 'Service Levels' linked to the Service. Cheers Martyn
  16. @sjt1984 We have one rule to log Incidents which only fire if there is no existing reference in the subject line. We use a custom request prefix, e.g. IDXIN, IDXSR, to ensure the reference is one of ours, as we have a number of our external customers who use Hornbill/Supportworks. Though if you can differentiate in the rule expression, you could have multiple and then use different Routing Rule Templates (setup under Service Manager > Email > Routing Rule Templates). We then have another to update existing requests (in our case incidents and service requests only). Note: your regex value in 'Reference' will differ as we have a 5 letter prefix format. Hope that helps. Cheers Martyn
  17. Can the SQL Contact Importer be updated to support all the h_sys_contact fields to include the h_tel_3 and h_email_3 fields added in the platform updates in 2018. Cheers Martyn
  18. Additional 3rd contact fields for Telephone (h_tel_3) and Email address (h_email_3) where added into the platform back in 2018, but are not accessible through the Contact screen in the Live User App. Can these be added in so that we can start making use of them. Cheers Martyn
  19. Could the SQL Importer be extended to give a reason/warning in the log when skipping or failing to process a contact record. This way it would be easier to locate those updates which have not been able to be applied. The only way to locate them at the moment is page through the log file and look for the single line. Also, when the tool errors can the text just be a normal colour rather than red on black which is quite hard to read. I have tried changing the command prompt to change the default background colour, but to no avail as the tool sets both the background and foreground colours for the error message output. Cheers Martyn
  20. @AndyGilly This is something that has come up before. Our workaround is to use a custom form in the progressive capture to restrict the list of priorities available and then set the priority to the selected value in the BPM. However having the relationship of prioritises to services and request types would be a lot cleaner. Cheers Martyn
  21. @Jeremy Do not thinks this is currently possible in the BPM, but is something that would be useful for us as well. Cheers Martyn
  22. @Alisha I think the best thing would be to have the option for both, customer and team visible additional columns, this way it can be used more generically for all Enterprise based services. Cheers Martyn
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