Martyn Houghton

Where you have a large number of contacts set within an organisation for access via the customer portal, the current Portal Access screen can be somewhat of a pain to navigate and locate the account given that it does not appear to be sorted at all at the moment. Would it be possible to have the ability to filter on the portal access screen fields, as well as sort by contact name, 'Can Cancel' and 'Organisation View'. Thanks Martyn

It would be useful to be able to see and sort by a portal user's last login date/time in the Administration Tool. Would be of use in the contact view in the panel on the right-hand side where Logon Id is shown as well. Could this be looked at for a future release. Cheers Martyn

@Jenny We used to operate the same way and had the issue that analyst where sometime missing the 'New' incidents as they deliberately had to select the 'New' filter in the Request List to see them as there was not a default way to display only 'New' and 'Open' only on the Request List. We have now stopped using the parent status of 'New' and move to using s Sub-Status of 'New' under the parent status of 'Open' so that the requests are all in the same list. I would recommend looking at implementing Sub Statuses to see if this works for your implementation. Cheers Martyn

@SJEaton, @James Ainsworth This would be something we would also be interested in as well. I presume the calculation would also take into account the Working Time Calendar linked to the request via the current Service Level, so that it can take in to account Bank/Public Holidays as well as weekends? Cheers Martyn

@Giuseppe Iannacone The ServiceDeskDefaultCalendar has to remain and is used when you use the original SLA setup and is applied by default to all non SLM setup services where you use the Response/Resolution Timer. I believe the FeedbackCalendar is used to determine how long a user have the option to provide feedback on a closed request taking into account non-working days, bank holidays etc, but perhaps someone from Hornbill can confirm. In terms of question 3, the main concept you need to start is that Service Level Agreements and SLA's apply only to requests, not teams. Therefore the same is for Working Time Calendars, which you would be better thinking of as the hours the SLA operate rather than anything the links to the team working pattern. When you start a timer in the BPM with SLM setup, you do not specify a SLA, this is selected for you. The node will first apply the SLM rules set at the Service Level (i.e. only apply to this specific service) and then the rules at the SLA level (which apply to all Services link to the common SLA). Once these rules have been applied the request will be linked to a 'Service Level' within a 'Service Level Agreement', which also links to the working time calendar used in the calculation of the Response and Resolution targets. It does take a bit of getting used to, but it best to think about it about what are you committed to doing at a service level, rather than at a resource/people level. Hope this helps. Cheers Martyn

@Keith I see what you are trying to achieve in terms of having a hidden primary name which is perhaps numerical in nature, i.e. 001 Password Reset, which the list is sorted on but never displayed, as the display value is the Service Name. If current Service Name field was duplicated into a Service Display Name and the portal/live app changed to display this, but still sort by original service name field, I think this would allow you to achieve what you are wanting to do, without the need to all customers to set up ordering values straight away. Also if when setting up a new service the display valued defaults to the Service Name to save on having to re-enter it again if you do not need to order it initially. I presume you could sort of achieve this now by using a false translation of some kind, but that would be a pain to administer as well. I presume you are looking to group the services numerically in order to allow space for optional services to slot in that say a manager or team leaders may have? Cheers Martyn

Is it possible to restart/resume an SLA timer without resetting it? We have a situation where we stop the SLA timer as our 1st Tier has identified the customer has said the issue is resolved, but sometimes this is not correct, so we would want to put a secondary check in the workflow and if it is not correct route the workflow back to the investigation steps and restart/resume the timer. I know I could get around it by using a sub status under hold and not changing to resolved until double checked but wanted to know if it was possible to reverse the stopping the timer. Cheers Martyn

Not sure how sustainable/scalable manual ordering of service subscriptions would be, given that a coworker/contact could have services linked to them explicitly, as well as inherited from their team/organisation. The combinations could very quickly become enormous. Would it not be better to have certain standard order by options for the coworker/contact in the portal to have and for them to have the option set as their default order? I.e. order by name (both ascending and descending), number of active requests, number of request on hold, number of requests awaiting feedback etc. You could also then added a different tab similar to Favourites called Recent, which orders them by the order they last access the service via the portal, i.e. like your list of documents in Word when you open it? Cheers Martyn

This would be useful for use as well. Presume it would also work for raising linked requests for follow-on issues or where a user logs multiple issues on one request in the portal. Cheers Martyn

@Bob Dickinson, @Victor Are you able to shed any light on how the linkage of imported contacts is made to the parent organisation? I am wondering if the loader needs to be updated to include the additional step or newer API call to set up the relationship tables? Cheers Martyn

@mojahidm Okay Test 6 seems to be the most correct, but I suspect that the bit that is missing is the records in h_sys_org_contacts. Do you have a record in h_sys_org_contacts where the h_organization_id=14 and the h_contact_id=41? I thinking that the Organisation field in the contact display is calculated based on the relationship and not the actual value of h_company in the contact table. Cheers Martyn

@mojahidm Can you do a database direct query of the example contact record and post a screenshot of the values. SELECT h_pk_id,h_lastname,h_organization_id,h_company FROM h_sys_contact Cheers Martyn

@Giuseppe We are in the process of implementing different SLA's for a different customer using different Timezones/Working Time Calendars. You need to use the newer Service Level Management options, rather than the basic SLA option. https://wiki.hornbill.com/index.php/Structure_Service_Level_Management You can then assemble a SLA which relates to a Working Time Calendar and assign the SLA to a Service. A Service can have many SLA assigned to it and you use the rules at the Service Level to determine what SLA gets used when a request is logged for that service by a particular customer. In our case, we then use the rules at the SLA level to map what priority they have selected in the Progressive Capture/BPM to determine which 'Service Level' within the specific 'Service Level Agreement' to assign to the request when you start the timers in the BPM. You do not link the SLA to the teams, only the service and use the rule to map the service level based on the customer and other variable capture when the request is logged. Thereby each request has its own specific SLA/Service Level associated with it. Cheers Martyn

@ArmandoDM Thanks for moving this forward. Cheers Martyn

When loading bulk contacts you can specify the logon_id, but you cannot specify a contact's password or indicate if their guest portal account should be created and whether it should be Approved or Suspended. https://wiki.hornbill.com/index.php/SQL_Contact_Import Can the tool be extended to include these facilities, so it will make migrating customers from previous systems more seamless. Cheers Martyn

@mojahidm If you change the value you pass in the 'Company' field to the Organization_ID value, does it then link to the contact to the correct Organisation record? Cheers Martyn

There has been some movement on this on the recent SM builds, in that you can now view a 'Contacts' or 'Coworkers' service subscriptions. You cannot update them, but you can at least visualise them at this level, but not at Organisation or Department/Team levels. @Bob Dickinson is there anything in the pipeline to allow management of subscription from this angle. Cheers Martyn

@MikaP I did not think this is currently possible and is normally done by Hornbill as part of the Switch On Service. It is something we will need to do soon ourselves, as we are looking to add additional service desks onto our single instance. Hopefully, this is something that can be added like the Request Loader utility.Cheers Martyn

@SJEaton The 'Resolve By' column (not to be confused with the 'Resolved By' ) column should display the target resolution date and time if a Resolution SLA has been set and started on the request. The 'SLT' column will also give you the visual indication as well. Cheers Martyn

@Ehsan Phew! I was getting worried there. Cheers Martyn

@Ehsan Will this only affect cases raised between SM version 1073 and 1074, or will it affect all my active incidents present in the system when 1073 was applied? Cheers Martyn

@Ehsan I have applied update 1074, but I am unable to restart the workflows on the affected request. The announcement only mentions the variable picker, have I got to edit my workflow as well? Cheers Martyn

@Victor Thanks. Martyn

@Victor Is the issue only to do with going between a request with a sub status to a state such as New or Resolved without a sub status? Wondering whether I need to stop my analyst 's from completing the resolution stage on their requests as all the workflows are breaking. Are you fairly confident it will be released tomorrow? Cheers Martyn

@Victor, @David Hall Following application of SM 1073 we are now getting errors on when changing from Open with a sub status to either New or Resolved where there is no sub status. I wondering if this could be related to this change? Cheers Martyn Error extract from another occurrence. 2017-10-17 11:34:43Z [DEBUG]:[SYSTEM]:[7936] XMLMC Request Failed: FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request Sub-status; nodeId: ee6f8f41-bd6f-4671-b5aa-35a5854a30f5; At 708/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:smUpdateSubstatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateSubstatus): Input parameter validation error: Non-digit characters found in the element <substatusId>, the expected data type is 'integer'. The value was [New] at location '/methodCall/params/substatusId'" throw(e); _fc_node_exec_ee6f8f41_bd6f_4671_b5aa_35a5854a30f5 2017-10-17 11:34:43Z [DEBUG]:[SYSTEM]:[7936] Output message schema validation failed in operation apps:updateReqStatus: The element <state> was not expected at location '/methodCallResult/state' 2017-10-17 11:34:43Z [ERROR]:[COMMS]:[7936] Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:updateReqStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request Sub-status; nodeId: ee6f8f41-bd6f-4671-b5aa-35a5854a30f5; At 708/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:smUpdateSubstatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateSubstatus): Input parameter validation error: Non-digit characters found in the element <substatusId>, the expected data type is 'integer'. The value was [New] at location '/methodCall/params/substatusId'" throw(e); _fc_node_exec_ee6f8f41_bd6f_4671_b5aa_35a5854a30f5 2017-10-17 11:34:43Z [ERROR]:[COMMS]:[7936] Operation[apps/com.hornbill.servicemanager/Requests/bpmOperation:updateReqStatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request Sub-status; nodeId: ee6f8f41-bd6f-4671-b5aa-35a5854a30f5; At 708/1: "Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:smUpdateSubstatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateSubstatus): Input parameter validation error: Non-digit characters found in the element <substatusId>, the expected data type is 'integer'. The value was [New] at location '/methodCall/params/substatusId'" throw(e); _fc_node_exec_ee6f8f41_bd6f_4671_b5aa_35a5854a30f5 2017-10-17 11:34:43Z [DEBUG]:[GENERAL]:[7936] The BPM State is [{"id":"BPM20171017000039","application":"com.hornbill.servicemanager","name":"idox","currentStage":"4a2e5015-4bf4-bc96-b090-1a35b65c323b","currentNode":"flowcode-96651129-f109-4356-b8ef-f2d72b59f102","suspended":false,"cancelled":false,"failureMessage":"Xmlmc method invocation failed for BPM invocation node '4a2e5015-4bf4-bc96-b090-1a35b65c323b/flowcode-96651129-f109-4356-b8ef-f2d72b59f102': <?xml version=\"1.0\" encoding=\"utf-8\" ?>\r\n<methodCallResult status=\"fail\">\r\n\t<state>\r\n\t\t<code>0200</code>\r\n\t\t<service>apps</service>\r\n\t\t<operation>updateReqStatus</operation>\r\n\t\t<error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request Sub-status; nodeId: ee6f8f41-bd6f-4671-b5aa-35a5854a30f5; At 708/1: &quot;Uncaught EspMethodCall:invoke: Operation[apps/com.hornbill.servicemanager/Requests:smUpdateSubstatus] FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_ops/smUpdateSubstatus): Input parameter validation error: Non-digit characters found in the element &lt;substatusId&gt;, the expected data type is &apos;integer&apos;. The value was [New] at location &apos;/methodCall/params/substatusId&apos;&quot;\n\tthrow(e);\n_fc_node_exec_ee6f8f41_bd6f_4671_b5aa_35a5854a30f5</error>\r\n\t</state>\r\n</methodCallResult>\r\n","stages":{"4a2e5015-4bf4-bc96-b090-1a35b65c323b":{"number":1,"displayName":"Resolution","status":"failed","items":{"4be938f6-40f3-3ba7-f102-473e8cc59c4c":{"displayName":"Investigation Started","required":true,"state":true,"position":0},"871c9a1b-39e5-3afe-3b6d-d3e310c567eb":{"displayName":"Investigation Complete","required":true,"state":false,"position":1}}},"585d6fbe-21a1-8429-7be9-b722f46e52bd":{"number":2,"displayName":"Resolved","status":"notStarted","items":{"40614cc3-3cd6-7c7d-e753-ce2875a71ec2":{"displayName":"Customer confirmed Resolution","required":true,"state":false,"position":0},"5bc734b5-ab4d-4137-f508-05c2856bf1b1":{"displayName":"Request Closed","required":true,"state":false,"position":2},"7b3c8060-66bc-3507-254c-449559dbdc1a":{"displayName":"Request Resolved","required":true,"state":false,"position":1}}},"s1":{"number":0,"displayName":"Response","status":"completed","items":{"2f742e5a-b28f-c68e-8dec-7408e3ac8822":{"displayName":"Request Confirmation","required":false,"state":true,"position":2},"6573ee34-1e92-f346-8d77-7811b5c34c93":{"displayName":"Request Acknowledgement","required":true,"state":true,"position":0},"cfd073bf-0e50-bc96-12d3-db88ebc7c49c":{"displayName":"Request Validation","required":false,"state":true,"position":1}}}},"TASKS":{"4a2e5015-4bf4-bc96-b090-1a35b65c323b":{"task-77df8e4c-0da2-4ec2-e71c-0bb2f211ac85":{"type":"task","threshold":100,"tasks":[{"assignee":"beverley.hatchman","weight":100,"grouping":"b6c566f1-5971-4c83-af80-d2b78f66bc71","assignmentOption":"oneMustApprove","request":{"result":{"@status":true,"params":{"taskId":"TSK20171017000327"}}},"response":{"result":{"@status":true,"params":{"status":"complete","title":"Pending - IDXIN00047490 - Enquiry","details":"Investigate the issue IDXIN00047490 - Is there a limit on number of records in a DTF file that can be bulk imported into gazetteer?","options":{"timeSpent":"true"},"priority":"normal","appointment":"false","reference":"bpmTask","createdOn":"2017-10-17 10:30:21Z","createdBy":"SYS_BPM_MANAGER","startDate":"2017-10-17 10:20:31Z","dueDate":"2017-12-15 13:30:19Z","timeSpent":"0","timeBillable":"false","progress":"100","assignedTo":"urn:sys:user:beverley.hatchman","owner":"idoxsd","outcomes":"OnHold,Reassign,Resolved,LogWithDev,Log3rdTier,Log3rdParty,Pending","outcomeInfo":[{"outcome":"OnHold","displayName":{"text":"On Hold -Awaiting Customer Response","language":"en-gb"},"buttonColor":"warning","requiresReason":"false"},{"outcome":"Reassign","displayName":{"text":"Reassign to 1st Tier","language":"en-GB"},"buttonColor":"default","requiresReason":"false"},{"outcome":"Resolved","displayName":{"text":"Incident [TRUNCATED]