Jump to content

Martyn Houghton

Hornbill Users
  • Posts

    3,995
  • Joined

  • Last visited

  • Days Won

    86

Posts posted by Martyn Houghton

  1. As part of our Enterprise Service Management work to automate processes and get our internal customers to log requests via the Employee Portal we have Intelligent Capture (IC) that use Data Providers to capture information such as external Organisation lookup.

    However due to a current system restriction these are blocked and do not return any data for Basic Users.

    This means we cannot validate and trust the values entered into fields and then pass into workflow automation.

    Can we raise an enhancement request for allowing Basic User access to the Data Providers.

    Cheers 

    Martyn

    • Like 1
  2. @ArmandoDM

    Thanks for the clarification. Will the node help text be updated to reflect this now?

    As we are using this in a BPM and the version information is variable, the manual option is not applicable.

    Therefore I suspect we will be raising an enhancement to have a 'data provider' option for retrieving a list of versions for a selected Vendor/Product combination to get the raw Version ID and the display h_version text value to capture the information for the workflow.

    Cheers

    Martyn

    • Like 1
  3. We are creating a Software Asset via the BPM Node assetsCreateSoftware node, but the Version field even though we have tried passing it as a hard code string and as a string variable will not populate the asset.  The string values match the version string populated in the Asset Management module for the Vendor and Product combination.

    The node succeeds in creating the asset but the version value us not populatated.

    Cheers

    MArtyn

     

    image.png.7d077d3a68d43ec0492e9f91096289ba.png

    image.png.ef3ccd7ca9e116cdd9ffe13efdd0e72f.png
     

    image.thumb.png.f22671330f8b0d55b49f2ea1903a389e.png

     

     

  4. @Cigdem Turner

    If you retire the catalogue items under the service, so new requests are not able to be logged, but not the service itself then the customers will still be able to access their current and closed requests under the service.

    We then use the service availability setting to set it as Impacted advising them the service is retired and pointing them in the direction of the new service (if there is one). Then eventually we will then retire the service as well.

    Cheers

    Martyn

    • Like 1
  5. @Adrian Simpkins
    We post them under "CRM & External Customer Service & Support" as there is no 'Customer Portal' topic.

    I am hoping the new Knowledge Base facilities will allow us to easily select documents on the request and the customer will be able to see and access the linked document directly from the customer portal.

    Hopefully, there will be an update on this at the March HUG meeting.

    Cheers

    Martyn

    • Like 1
  6. This is becoming quite a barrier for us, as trying to push our Account and Project Managers to use the Employee Portal to view customer (external contacts) requests where they are added as a connection.

    Due to the volume of requests where they will be a connection on, not having even a basic textual filter to allow the manager to filter by request request reference or external organisation name is a real barrier to making use of this functionality.

    Cheers

    Martyn

     

    image.thumb.png.7edaf1e0e95502ebd6690ac61d75e200.png

     

     

  7. Can we just check the current version of LDAP Utility show as 4.2.10 (patch) in the log file when run?

    Cheers

    Martyn

    2024/02/07 07:05:16 [MESSAGE] Flag - forcerun false
    2024/02/07 07:05:16 [WARN] Current version 4.2.10 (patch) is greater than or equal to the latest release version on Github 4.2.10

     

     

  8. @Estie

    Your calculation is based on 9 business hours a day, so I am presuming your Working Time Calendar is 08:00 to 17:00hrs (aka 9 hours).

    If you are working 5 days a week, then 6 months/182.5 days elapsed would be 130.35 working days (5/7ths), or if 7 days a week it would be the former 182.5 working days.

    As this is the SLA timer only counts when the Working Time Calendar is active, so 9  working hours times the number of working days 130.35 or 182.5 gives you 1,173.15 or 1,642.5 working hours.

    Now we can take the working hours and convert this into the units you need to enter into the SLA target.

    1,173.15 working hours equals 48 days, 21 hours, 10 mins.

    1,642.5 working hours equals 68 days, 10 hours, 30 mins.

    Cheers

    Martyn

     

     

     

     

  9. @AlexTumber

    Just checking the option to override visibility is applicable to both the 'Rasie new request' and the 'Update request' operations, as the screenshot appears to relate to a template used by the 'Raise new request' operation.

    The reason for having on 'Update request' is we are using email updates to bring in and trigger the BPM in relation to Enterprise Service Management actions happening outside of Hornbill.

    Cheers

    Martyn

×
×
  • Create New...