[Database Asset Import Tool to allow creation/update of 'Shared With' information]

@SamS

Thanks for the reply and for adding it on to the list.

Cheers

Martyn

[Third Party Reference Number Field]

@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

[Database Asset Import Tool to allow creation/update of 'Shared With' information]

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

 

[Database Asset Import Tool - Shared With Organisation]

@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

[Maintenance Window - autoUpdate.maintenanceWindow day of the week syntax]

@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

[Maintenance Window - autoUpdate.maintenanceWindow day of the week syntax]

@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

 

[Platform Maintenance Window]

@Keith Stevenson

Please see response on linked forum post.

[Maintenance Window - autoUpdate.maintenanceWindow day of the week syntax]

@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

[Images in FAQs]

@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

[Option to default to 'include closed and cancelled requests' when looking at assets and links]

+1 for use as well, have to keep turning on each time as well

[FAQ Editor - Formatting Ribbon bar to persist at top when scrolling.]

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

 

[Round Robin - Ignoring a specific User]

@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

[Images in FAQs]

@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

[Measure Frequency - Hourly]

+1 for us.

[BPM workflow]

+1 for us as well.

[Platform Maintenance Window]

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

 

[Maintenance Window - autoUpdate.maintenanceWindow day of the week syntax]

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

[Database Asset Import Tool - Shared With Organisation]

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

[iBridge OneDrive - Share Item - support new setting 'Block Download']

@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

[Next Button unresponsive Raising New]

@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

[Pause Resolve Timer, Portal Confirm Resolved Fixed/Broken and Close Request]

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

 

[Change the order of sub-statuses]

@Alisha

This is same issue we have that led us to raise the enhancement request back in 2017 to control/permissions on sub-statuses.

Cheers

Martyn

 

[Polling external mailbox]

@Malcolm

You would need to set it up as a Shared Mailbox and then configure Routing Rules.

Note, when set it up as a Shared Mailbox all email will be imported into mailbox within Hornbill.

The polling interval is set system wide and not on a Shared Mailbox basis.

Cheers

Martyn

[Option to 'Continue On Error' on workflow nodes]

@HHH

Thanks for advising on your usage. We trying to get down to the Catalog level so working on how we can use a single simple list to populate both the numeric Service ID and the textual Catalog Name in full.

Cheers

Martyn

[Update Request > Service - additional option to be able to specify Catalog Id]

@Steve Giller

Thanks for the update. This option seems to have only partially been implemented in the BPM and no option to do via the UI either. Hopefully at some point it can be moved forward.

Cheers

Martyn