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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @Victor Was not aware you could store the outcome of a task in a custom field. How do you do this? Cheers Martyn
  2. Martyn Houghton
    @NeilWJ That will be a great help. Any idea on the release timescale for build 2760? Cheers Martyn
  3. Martyn Houghton
    @Ehsan Thanks for the update and quick reaction to our request. I will keep a lookout for the next build of Service Manager, so I can get this applied to our system. Cheers Martyn
  4. Martyn Houghton
    @Ehsan Thanks, the issue is that they can be customer view-able if the timeline entry is set to be customer visible, as is in our workflow for all our existing requests. I need to make a decision if I need to update all my human tasks in the BPM to sanitise the activity descriptions, but this would still only mitigate it for new requests after the change where made, therefore if you can give me an idea of a timescale if and when setting will be available. Cheers Martyn
  5. Martyn Houghton
    @James Ainsworth It would be good to be able to separate out the different customer updates types and be able to set different sub-status, for example updated by customer portal, updated by email (manually form the mailbox) and updated by email (auto responder). The reason being is that ones updated on the customer portal and auto responder, we would want our 1st Tier to review to check whether the request needs to go back on hold, where as the one done manually from the mail box would already have had human intervention to determine if the status needs to be reset. Cheers Martyn
  6. Martyn Houghton
    @Victor Indeed disabling SSO is not the easy route, but is something we have in our Business Continuity plan if we lose our ADFS servers. Fingers crossed I never have to do it Cheers Martyn
  7. Martyn Houghton
    @derekgreen Hopefully you have the endpoint URL of your ADFS server which you can use to import an updated certificate from. Our is along the lines of https://......../federationmetadata/2007-06/federationmetadata.xml but would be specific to your provider. Once you have this you can click on the button in the top right hand corner to to enter the endpoint an re-import an updated trust certificate in the dialog window that appears. As as workaround to get live app users in you could temporarily disable the SSO config and then choose to create passwords from the admin tool for your key users, whilst you sort out the SSO config. Cheers Martyn
  8. Martyn Houghton
    @derekgreen You can log in with your non SSO admin user that would have been setup and provided as part of the Hornbill Switch On process using the url below, replacing your instance name. https://admin.hornbill.com/<instance_name>/?ESPBasic=true Then you can follow the steps as Trevor has linked to. Cheers Martyn
  9. Martyn Houghton
    @derekgreen Your single sign on trust certificate has expired. You need to login with the bypass option into the admin took and then reenter the URL to import the certificate from your SSO source system. I dig out the bypass option option URL and add it too this post shortly. Cheers Martyn
  10. Martyn Houghton
    @James Ainsworth You where right, I needed to turn on the slider for "Awaiting Customer Response" as well to get it too change 'from it'. Cheers Martyn
  11. Martyn Houghton
    @James Ainsworth I think I must have something not configured correctly as I am testing sub-statuses and putting an request on hold in the BPM, though it does not currently set a sub status, then updating it with a post on the customer portal, but the status does not change. In order for the automated sub-statuses change to apply does the request have to have a set sub-status already? Service is configured as below. Cheers Martyn
  12. Martyn Houghton
    @James Ainsworth I am a bit confused about the sub-statuses option to automatically change based on the customer responses. I can see where that is set in relation to the 'On Customer Repsonse' and 'On Auto Off-hold' the status you want it to go to automatically, but I am confused by the slider switch against each sub-statuses, as this does not appear to me covered in the Wiki. Cheers Martyn
  13. Martyn Houghton
    @Victor Thanks all sorted now. Seemed to take a while to pick up the change the date format in the context of the user sending the email from the request. Cheers Martyn
  14. Martyn Houghton
    @Victor Tried those settings and they do not appear to change the format used in the email template process. I presume the change would happen straight away. I have logged in and out just in case. Cheers Martyn
  15. Martyn Houghton
    @Victor Thanks that would be a great help. We have quite lone process descriptions in the human tasks which are not appropriate in our case to be shown in the timeline. I can see where this could be used, but I think the option would be best to done at the BPM node level if possible so you can decided per tasks whether you want the dull description inserting in the the timeline. Cheers Martyn
  16. Martyn Houghton
    At the moment it is not possible to make use of the response/reason text entered into the system when completing a a human task, as it is not accessible as a variable in the email templates. It would be really useful to have an option on each outcome from a human task to generate an email notification using a template and pass the response/reason text into the template as a variable. For example you would be able to generate an automated email to advise that your request has been put on hold with the following update. Where as at the moment you have to do a manual email from the request then complete your activity as well. Cheers Martyn
  17. Martyn Houghton
    Is it currently possible to change the display format of dates when they are inserted into a email template? The reason being is that they default to YYYY-MM-DD HH:MM:SS, which is not the most human readable format. I would prefer to be able to format them as HH:MM DD/MM/YYYY. If not possible to do on a template by template format, it would be good to have a system wide setting where you can specify the default format form email templates as a whole. Cheers Martyn
  18. Martyn Houghton
    @James Ainsworth That has done the trick. One thing to not that it also appears to give them visibility, though not the permission to update, other settings in the admin tool such as working time calendars, sub status etc. Cheers Martyn
  19. Martyn Houghton
    @Victor We will remove the workaround and monitor. Thanks. Cheers Martyn
  20. Martyn Houghton
    @Daniel Dekel The forced refresh has now made them visible. Cheers Martyn
  21. Martyn Houghton
    @Daniel Dekel My colleague @sprasad has enabled this setting, but do not seem to be able to see any difference. When you are referring to the Email Composer view, I am presuming you are referring to when you compose a new email from the mailbox window? Cheers Martyn
  22. Martyn Houghton
    @Bob Dickinson Thanks. This is has become our top most priority now, given the number of tenders and existing external customer requesting the information. Cheers Martyn
  23. Martyn Houghton
    When working in requests on the Android App, if you open up a request and then it timeline, you will get an 404 Page Not Found Error when you click on the back arrow within the application to go back to the request details. Using version 1.7.1 and tried this on a number of different requests. Cheers Martyn
  24. Martyn Houghton
    I am trying to ascertain what roles and application permissions are required in order to allow a non-system admin user access to the admin page and the ability to maintain a simple list held within Service Manager. We use a lot of Simple lists to hold version information against services, which are they picked up in the progressive capture process, as there is not inbuilt version handerling against service or catalog items. I want to to allow certain users to able to update the version lists, without them having full system administration access. Can you advise on what permissions are required? Cheers Martyn
  25. Martyn Houghton
    @Daniel Dekel Thanks for the update. That give people the option to decide for themselves.how they want to access the menu. Cheers Martyn
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