Martyn Houghton

@TrevorKillick I believe ISO 3166-1 numeric is the default, but I will check and confirm. It would be good to have the option to map them anyway, as we will need this in order to make use of the country code import. Cheers Martyn

Our Instance appears to be suffering issues causing the client to report service connection errors. Instance check reports excessive network delays. This affects all users, irrespective of their location or network connection (i.e. corporate network, home workers using direct internet broadband) Is this just our instance or is this a wider platform issue? Cheers Martyn

@James Ainsworth Just wondering if there are any further developments planned in terms to allow for contract management between organisations/departments and subscribed services? Cheers Martyn

Is anyone else importing users 'countryCode' AD value into the Hornbill using the LDAP Importer tool? I keep getting errors when attempting to set this up. I have added the attribute to the 'LDAPAttributes' section and then attempting to map this in the 'UserMapping' section but get an error for all users. The values are the numeric ones held in AD. Is the platform expecting some other format? Cheers Martyn

@Gerry Within the Progressive Capture, the end users select's a value from a list like they would do now from a simple list. This could be a list of software patches, laptop/mobile type, security role/team membership, job role, salary grade etc. Based on the on the entry in the list, the BPM process is then able to retrieve additional columns (which you populate when creating the entry) from the row selected in the list to be used in the BPM nodes such as decision or integration nodes. These values can then be used in decision node condition nodes to call a specific process route or be passed on a variable in the webhook/integration node to initiate adding a user to AD with specific role memberships or creating a link to a software patch for the customer to download. The aim is to be able to 'program' the BPM process to be able to be used for multiple operations, using a list which is managed, without the need hard-code the behaviour into the BPM, every time you want to create a new option. Cheers Martyn

@Gerry More a regulatory reason (GDPR), reducing our potential surface area for data leakage. In theory, does apply to Hornbill, but we need to manage that through our setup/permissions and also contractually with your as a 'Data Processor'. Cheers Martyn

@trevorharris , @Gerry Thanks for the quick reply. I presume there is no logical limit on the number of libraries, as I would need to create a library potentially for each of our organisations to share internal documents related to a site, given we have some 1,150+ organisations defined? Cheers Martyn

As we approach two years of using Hornbill platform and our migration from SupportWorks, we still would like to have a similar function to the SupportWork's progress arrows which can be displayed in the request list to indicate the progress or escalation condition of a request within is current SLA timer. Appreciate the SL column in the request list shows the current status but does not give sufficient visual indication of where the request is in relation to the SLA timers, just whether it has breached/met. Also, it is not configurable or changeable by either manually, via the BPM process or SLA Escalation actions, to allow you to indicate the urgency or special 'conditions' on the request. We used the conditions and arrows in Support Works to manage escalations and requests approaching breaching the SLA. Appreciate screen real estate on the Request List is at a premium, so even it was some for round indicator which can be coloured, status (solid, flashing etc) and content filled like a small pie chart, would be a real help. Cheers Martyn

@Victor Could you have a look at this, as this is causing us some issues with monthly reporting and creating manual intervention? Cheers Martyn

@Gerry Thanks for the reply. As you guessed I trying to automate this file delivery operation as much as possible, whilst recording the requests within Service Manager. We are not able to utilise third-party external file sharing distribution sites, so we will need to look at forming some integration to an on-site SFTP site, in the meantime. Cheers Martyn

It would be really useful to be able to share documents at the organisational container level, i.e. Team, as we want to make more use of Document Manager via Service Manager and linking to Organisational records. As operating multiple service desks within Service Manager, it is important we control the scope of documents to elements of the organisation without having to administer at an individual user basis which is not sustainable. Cheers Martyn

@Chaz Thanks for confirming. I'll look at implementing this as soon as we come out of our change freeze. Cheers Martyn

It would be useful to have the ability to add additional non-display fields or varying types (i.e. like the request custom details fields) to the current simple list facility, which can then be accessed via the BPM workflow in decision nodes, automated tasks and integration calls. This would make the BPM more 'programmable' based on the additional fields values selected by the select made in the simple list. From a display point of view in terms of the Progressive Capture or request custom fields, they would display as they do now, as the additional values for each row would not need to be displayed, only retrievable via a BPM node, 'Get List Fields'. Cheers Martyn

If I remove the permission from a Users role to stop them from manually closing an incident via the 'Resolve' tab, will the BPM process trigger in the workflow by the user completing a manual activity still be able to close the request? I am presuming the BPM process runs under a separate permission set/role? Cheers Martyn

At the moment Notifications are shown with the latest ones at the top. It would be useful to be able to sort them in reverse order as well. Also, it would be good to display/group related notifications for the same request or workspace, make it easier to manage large number of notifications. Good for when you come back from leave to a big number of them! Cheers Martyn

@SJEaton Is it a manual update on the original requests that then resumes the workflow? If it is you could look at having a manual activity which is completed when the appropriate action is taken on the linked request, or look at using a sub-status for this period of the request lifecycle, so you can use the wait for status change node. Cheers Martyn

@HHH You may want to review the post below in terms of previous discussions about providing more information/reporting to external contacts via the customer portal. We too are an external customer support provider and from the sounds of it have a similar volume of external organisations using our services. Cheers Martyn

@m.vandun Thanks for the reply. Do you deal with any members of the public or are all you external contacts with external contracted organisations? Cheers Martyn

@SJEaton Normally you can do this via https://www.hornbill.com/support/?request/, enter your instance id and email address. Then you should get a screen similar to below and click on 'Get Help'. Or you can email them on hornbill.support@hornbill.com. Though it does depend on what maintenance/success plan you are on. Cheers Martyn

@SJEaton Does sound like something has been introduced in a recent change. Might be worth raising an incident with Hornbill formally as well. Cheers Martyn

@SJEaton That looks like its all correct. Do you use the same 'Wait for Request Update' node elsewhere and does that work? Wondering if something has been introduced by a Service Manager or Platform update? Cheers Martyn

@SJEaton Can you attach a screenshot of the properties of the 'Wait for Request update' node from your process as that would give us some context of where it is in your workflow and the details of the node. Cheers Martyn

@m.vandun,@HHH Out of curiosity, do you under your local data protection regulations have to get new external contacts to confirm acceptance of terms of conditions/agree to you holding their personal details when adding them to your system? Cheers Martyn

+1

@TrevorKillick Thanks and have a great break. Cheers Martyn