Martyn Houghton
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Everything posted by Martyn Houghton
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@Ann-MarieHolloway Is it the setting in the Customer Portal 'Can Cancel' the one you where thinking about or are your customer internal ones using the Employee portal? Cheers Martyn
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h_customer - field not setting the customer
Martyn Houghton replied to Salma Sarwar's topic in Service Manager
@Salma Sarwar In our implementation we are updating the contact rather than co-worker as we are external focused service desk. Looking at the node inputs depending on what value you are getting from the Intelligent Capture you may need to use the earlier 'Co-worker' option if it contains the user name rather the userid. I would be tempted to add a diagnostic update timeline entry node after the above node to insert the outcome string to help determine if the node is working as expected. Cheers Martyn
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h_customer - field not setting the customer
Martyn Houghton replied to Salma Sarwar's topic in Service Manager
@Salma Sarwar You could use a custom field to temporally store the customer(user) details from the Intelligent Capture form and then the BPM is spawned us the Request > Update Request > Customer node to change the customer on the request using the custom field as the source variable. Cheers Martyn -
@Isaac Ojo Looks the Response timer is still running and the node in your BPM to Mark/Stop the Response timer is missing or has been bypass by the route for the BPM. I would tempted to walk through the your BPM to see where the node is to Mark/Stop the Response timer is do all the different branches in your workflow go through it. Cheers Martyn
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@SamS Thanks for the reply and for adding it on to the list. Cheers Martyn
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Third Party Reference Number Field
Martyn Houghton replied to Salma Sarwar's topic in Service Manager
@Salma Sarwar Under each request type under the Service, you can setup custom fields via the 'View Details Form' button. Unfortunately there are a few outstanding enhancement request in around being able to copy service configuration between services, so at the moment you have to manually set this up on each request type and an service. Cheers Martyn
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As per linked thread, the current Database Import Tool does not currently have the ability to import 'Shared With' information so is more focused on internal usage rather than for external customer support. Can the tool be extended to to have a sub query option like the historic request updates on the Request Import Tool, which can be used to import the 'Shared With' data including relationship type and id value. Having this would make the Assets Management module more usable for external customer facing support. Cheers Martyn
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@Steve Giller Indeed had gathered the Asset Relationship Import Tool is aimed at the CMDB side of things. It appears the Database Asset Import Tool (https://wiki.hornbill.com/index.php?title=Database_Asset_Import) though aware of shared asset due to the option in the current configuration to preserve sharing information, it does not appear yet to have the ability to include set these relationships up when creating/updating assets. I will raise a enhancement request for the tool to support creating and updating 'Shared With' information and link it to this thread. Cheers Martyn
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@Keith Stevenson Thanks for the clarification, we will advise our teams internally and reschedule some of our scheduled request that are launched in this window of time. Cheers Martyn
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@Keith Stevenson The issue with the Application Maintenance Window not apply UTC/DST correctly was raised by ourselves, resulting in the KE/PM as it was having an impact on our user in India who are online at the time. So, just to confirm all platform and application updates will be applied on the next 05:30hrs UTC (not being affected by DST) daily following the update being released? Presume this is for all instances on nodes in the UK datacentres? Cheers Martyn
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query? Platform Maintenance Window
Martyn Houghton replied to Martyn Houghton's topic in System Administration
@Keith Stevenson Please see response on linked forum post. -
@Keith Stevenson That causes us a problem as we have teams working at this time and also have scheduled requests being logged at this time as well. I cannot see any discussion or notification of this change on the forum or direct notification to those administrator where the setting is not the default in their instance. Cheers Martyn
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@Steve Giller Was this the purpose of the 'Word Import' option on the ribbon bar to clean up the content coming from Word? Do these buttons work anymore in modern browsers? Cheers Martyn
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+1 for use as well, have to keep turning on each time as well
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With the issue importing formatted content in the Services FAQ Editor, especially when using embedded images, can the formatting ribbon bar be went to persist at the top of the windows rather than scrolling with the content. At the moment you have continuously scroll up and down when creating FAQ longer than a couple of paragraphs. Cheers Martyn
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Round Robin - Ignoring a specific User
Martyn Houghton replied to JamieMews's topic in Service Manager
@JamieMews Sound like you check the main things. Are you explicitly specifying your team name "Service Desk (Auto Assignment)" in the Team parameter for the node? Do you have the Include Offline Users set to ignore or Yes? Cheers Martyn -
@CraigP We too have this issue when importing from Word and have had to manually link the images in order to get them to display consistently in all places. Cheers Martyn
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+1 for us.
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+1 for us as well.
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As per the linked request below, we have set our maintenance window to 03:30-03:50hrs, as we have teams starting in India after this time. This setting applies to application updates but not platform updates. Is it possible to adjust the platform maintenance window on our instance as well to avoid working time as well? Cheers Martyn
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The description for the Platform setting autoUpdate.maintenanceWindow indicates the setting can be set to be a certain day(s) of the week. Can I confirm that if we wanted only to apply application updates to our instance on Tuesday to Thursday morning the syntax would be 03:30-03:50/Tu,We,Th Or can we use a - between i.e. 03:30-03:50/Tu-Th Thanks Martyn
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We are looking to undertake a scheduled import Asset information from our own customer site information database into Hornbill and we do not seem to be able to locate in the wiki documentation for the tool how we pass the 'Shared With' element. In our case we are wanting to pass in the external Organisation ID to populate the shared with element of the Asset, so when any customer from the organisation log a request they can select the appropriate asset. The Asset Link import appears to only relate to linking assets together for the CMDB or am I missing something here? Cheers Martyn
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@Steve G Given the Beta API does not seem to be progressing, is there anyway an additional method could be added to use the Beta API call in addition to the original one? Cheers Martyn
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@Osman Due you have any mandatory fields or one with REGEX validation on them which block the Next button from being pressed until completed/compliant? Cheers Martyn
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We are attempting to get customer to use the portal Green and Red buttons for 'Fixed' /'Broken' when the status of the request is set to Resolved. We pause the resolve timer in the BPM, before setting the status to Resolved and then have the workflow set to Suspect to await Status Change from Resolved. This works if the the customer click on the Red 'Broken' outcome so we can then resume the resolve timer and carry on working on the request. However when choosing the Green 'Fixed' outcome, it appears that the process is hard coded to close the request but does not undertake any operations in relation to the timers. Within the BPM we have added a process to unpause the time and and then mark the resolve timer, but the timer is not being marked. Hornbill - Can you confirm what operations are triggered when a customer clicks on the Green 'Fixed' outcome? Cheers Martyn
