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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    It would be really helpful if the search in the Portal Accounts in the Admin Tool did a wildcard search, i.e. contains, rather than just a starts with search. This way we could retrieve all the customers from a certain customer email domain when setting up new sites. Cheers Martyn
  2. Martyn Houghton
    @Steve G Thanks for the update that will be a great help. Are the condition mutually exclusive or can they be combined? If possible in a future release could it include 'Requests assigned to Team (multiple of)' or 'Requests logged by' so we could create a user to work with the Request Loader and clear them down based on this? Cheers Martyn
  3. Martyn Houghton
    @TrevorKillick After doing 'pip install requests' from the python scripts folder, the example.py will run and complete. To confirm I just added the following print lines to the if statement to prove it had connected, else all you get in the fact that it completes without an error. if XmlmcHelper.is_call_success(json_string): user_id = XmlmcHelper.get_param_value(json_string, "params/userId") time_zone = XmlmcHelper.get_param_value(json_string, "params/regionalSettings/timeZone") print(user_id) print(time_zone) else: print(XmlmcHelper.get_error_message(json_string)) Cheers Martyn
  4. Martyn Houghton
    @TrevorKillick Ok getting a bit further, but the xmlxc seems to be trying to load request.py and will also want warnings.py, but they are not include on the GitHub folder, unless these are generic modules? from lxml import etree import base64 import requests import exception import warnings So get the error below:- Cheers Martyn
  5. Martyn Houghton
    @TrevorKillick Not sure if it is down to version or the fact that I am using Python for Windows, put pip get lxml does not work, I had to use the pip install lxml format. I give it another try. Cheers Martyn
  6. Martyn Houghton
    Hopefully this is very simple question(s) for those of you experienced with Python, but this is a new avenue for me! At the moment I am just trying to get the Example (example.py) to run, but at the moment I just get syntax error when attempting to run it in Python 3.6.2. https://github.com/hornbill/pythonApiLib I think I have updated the correct lines to include our instance and API Key, but one question on the former is this just the instance name or the full URL? Also do I need to put the exception.py and xmlmc.py in a specific location in the Python folder so they are picked up. Cheers Martyn
  7. Martyn Houghton
    @James Ainsworth Just wondering how the back end changes to support this whilst minimising operational impact on instance is going, as this is becoming more a barrier for us in terms of getting other parts of the organisation to use the platform. Cheers Martyn
  8. Martyn Houghton
    @Paul Alexander At the moment no. There is no sort of Service or Team overview which allows you to do this at this time. We have a similar requirement for dealing with Service Subscriptions as well, where you have to do a service at a time. Would be good to have a means of doing these. Cheers Martyn
  9. Martyn Houghton
    Please see follow up on post below.
  10. Martyn Houghton
    @Ehsan Was there any progress on having the option to clean requests out based on the Service? We are looking at importing in a number of new services desks into our instance and need the ability to test the data transfer before go live. The only other alternative is to get a second temporary/test instance deployed to allow for testing, which I know is a path you do not want to go down. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth Thanks. With this change will it now be possible to stop the creation of Change Requests where there is no catalog items defined, as well as not list the services where this is not configured form being listed when raising a change? For example we currently only have change requests for our hosted services. Cheers Martyn
  12. Martyn Houghton
    @James Ainsworth Thanks. I will give it a test. Does it persist per session or recorded against the user profile? Cheers Martyn
  13. Martyn Houghton
    @James Ainsworth It looks like the literal name separator is now being correctly used in the closure category, but the not in the logging category where just seems to be using '>' on its own with whitespace. Cheers Martyn
  14. Martyn Houghton
    I am trying to use a custom expression in the workflow to check the closure category has been set properly. In the example below I trying the branch when a certain category has been selected the analyst must select a further level before the request can be closed. I though I had this working but no longer seems to function as intended. It seems the the way the "Flowcodes->Closure Category" is evaluated by the by the custom expression has changed or the way they are stored in the database has. My Request and Closure Categories are setup with the same settings, but when they are populated in the database one uses the code separator and the other the name separator. I adjusted my workflow for the moment to take this into account, but not sure if this is a bug. Cheers Martyn
  15. Martyn Houghton
    @Gerry I think our main issue, is that we want the customers to be able to self serve, we have hundreds of external organisations, so scheduling individual reports for them is not sustainable. We only do this for a small subset of the organisations who have this as part of the service management contract. Our requirement is really to allow them to download/export the list request so they can then use it in Excel or something similar rather than a true reporting tool. As like you say once you give someone A they will also want B, so our approach would be to hold the line around this is the data that is available to you to download. What sort of scope are you looking at in terms of the reporting as you could then open up requirements for things such as organisation or customers(contact) dashboards etc. My thinking was to try contain it too an export option to minimise administration overhead, but it depends if there are other related requirements which the reporting tool would also fore fill. Cheers Martyn
  16. Martyn Houghton
    @James Ainsworth Just wondering if there had been any fuither thoughts on managing service subscriptions using contracts with integral expiry dates etc. Cheers Martyn
  17. Martyn Houghton
    @James Ainsworth We have now got this working by adding the rules into each service, but thinking about this a bit wider would it not make sense to link the subscription of a service by an object (i.e. organisation) to include the Service Level Agreement it relates to. I.e, your subscription to access the service would determine what service level yo are entitled to on it, that way removing the need to rules to be manually set. Cheers Martyn
  18. Martyn Houghton
    It would be useful to have the ability to copy an existing Service Level Agreement under the 'Services' section, rather than having to set them up from scratch each time. Cheers Martyn
  19. Martyn Houghton
    Are any of you using systems to deal with notifying staff who are 'on call' , i.e. not logged into Hornbill, that an out of hours high priority call has come in. Ideally we want to be able to trigger a workflow that would determine who is on call, call the analyst to play a recorded message who then presses a key to confirm they received it or this step repeats two further times, before escalating to the next person on call etc. As this could be in the middle of the night, we need something more than just a email/SMS and need positive feedback to confirm that the message has been received not just gone to voicemail etc. It would be great to be able to do this with the integration bridge, but at the moment I trying to determine if people are using existing services/systems to achieve this already. Cheers Martyn
  20. Martyn Houghton
    @Gerry Thanks for investigating if it is a possibility. Cheers Martyn
  21. Martyn Houghton
    @Gerry Sort of. If their password is 'compliant' I would not want to force a change on every account. Thinking about it a bit wider, at the moment we provision a user and set their password for them, they are not forced to change the password even though we in affect know what it is at this stage.. Perhaps there should be a flag on a customer portal account to require the password to be changed on next login. This can then be an option when portal account passwords are set either as part of account creation or being reset by the service desk manually. Then the same flag could be used either be updated selectively using a job which evaluates the password against the current polices, manually or in bulk. It would be useful to also have a last login time and last password change field added to the database so that we can monitor and archive/delete accounts which are no longer used. At the moment looking in the database it only holds the lockout time and failed login counts. Cheers Martyn
  22. Martyn Houghton
    @Gerry I was presuming the existing 'Forgotten Password' process would allow a customer to reset their password and thereby enforce the new password policies on their replacement password. Though thinking about a bit more, it would make sense that label for the link when they attempt to login after the password has expired be changed to 'Password Reset' to match the naming convention used in the email sent out when the current link is used. The scenario is that at the moment we can set all of the password policies available in the settings which will affect new users and existing users changing their passwords, but there is no way to apply this to the existing accounts. Cheers Martyn
  23. Martyn Houghton
    @Paul Trenter Does you Office 365 login id match the email address that you are attempting to send from, i.e. the default email address from the shared mailbox in question? Cheers Martyn
  24. Martyn Houghton
    When using time recording on requests actions, undertaking an action again on the same request in the same session, it will retain the value you entered previously. For example if you do an email action and enter 0:20 in the time recording box for that action, when you come to do a second email though the time display at the bottom of the email does not show value, when you click on it to enter a value, it then shows the previous value. I can see how some people would want each action to have to enter the time individually each time and some who would want it to retain the default, so would be be possible to have this configurable via a role of some kind? When this is turned on to retain the value, the value is displayed at the bottom of the action as the initial value rather than having to click on it to view/recall the value? Cheers Martyn
  25. Martyn Houghton
    At the moment when you have the external customer on a request, the Customer summary section when not expanded only shows their name. Would it be possible to have the option to display the organisation on the heading line as well? I know we can pin the customer section down to display all the details, but that then takes up more space. Cheers Martyn
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