Jump to content

Martyn Houghton

Hornbill Users
 View Profile  See their activity

  • Posts

    4,025

  • Joined

  • Last visited

  • Days Won

    86

 Content Type 

Everything posted by Martyn Houghton

  1. Martyn Houghton
    Dan Thanks for the reminder, visibility options where indeed the ones I was thinking off. Cheers Martyn
  2. Martyn Houghton
    Trevor Thanks for the update. I located the random password record in the LDAP import process to use for testing at the moment and use password reset option as a workaround for going live, as initial the volume of mobile users will be small. Cheers Martyn
  3. Martyn Houghton
    Lee A work around for the moment would be to make the affected 'Services' as impacted so that the the portal it is marked with a Amber warning sign and the hover text is the information you enter in the box in the Service screen. Cheers Martyn
  4. Martyn Houghton
    Dan Thanks. Once we got our LDAP import process finialised we enabled the index as a means of searching more easily. Cheers Martyn
  5. Martyn Houghton
    James Thanks for the pointer. I have found it now - the View Email option under more Actions. It would be good to make it more apparent an email is attached to a timeline entry and be able to view it with a single click. Cheers Martyn
  6. Martyn Houghton
    Kelvin This also seems to be the same issue with the display of Check Boxes as well, with the first character being trimmed. Where there is a group check box us used, it only affects the first one checked in the comma seperated list displayed. Cheers Martyn
  7. Martyn Houghton
    When rasing new request from an email, as expected the textual elements of the email are auto populated into the summary and description fields in the Request Details form, withouth any inline graphics. Any attachments on the email are also added to the request, but there is neither a copy of the email attached to the incident or the inline graphics. This means that critical information and context is lost when the request is logged. Is there some configuration options to enable the inclusion of inline graphics as attachments on the request or the email object itself? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  8. Martyn Houghton
    At the moment when a customer logs an incident for the customer portal they first select the service from the services available to them. When a incident is being logged by phone or email, will the list of Services generated in the progressive capture 'Service Details' by filtered to those services the select Coworker/Contact has been sunscribed too? Cheers Martyn
  9. Martyn Houghton
    Kelvin You can control some of these via each BPM node itself which is making the change, with the setting the 'Update TimeLine' to manual setting and setting to No. I think there may be some default settings in the Service Manager -> Settings as well, but cannot seem to locate them at the moment. Cheers Martyn
  10. Martyn Houghton
    James Thanks. We customised the main elements of the portals, it is just that when you click on the login page for an external customer to enter there login details you then get the Hornbill Logo, not your customised one you have specified and displaying in the main portal screen. Cheers Martyn
  11. Martyn Houghton
    When using a customised form in Progressive capture to obtain information stored in 'static check box group' type, how to you query this in the subsequent Branch node with the Custom Expression builder. I can select the field as the parameter but how would I check for a certain check box being checked? Cheers Martyn
  12. Martyn Houghton
    James In short we have a number of software products which are licensed on a module basis, a bit like Hornbill Platform, but with a larger number of Modules (aka Apps). We want to subscribe the users to services at the Module level, so though we could group the services in the product (aka platform) we would still need to subscribe users to individual services, so it would depend at what level you subscribe users to. More than happy to discuss in more detial but might be easier to do so on the phone. Cheers Martyn
  13. Martyn Houghton
    Is there any way to bulk create services within Service Manager, i.e. us a import file of some kind to create the Service and set Business Process name, assigned Teams etc? We have a large volume of Services to setup and looking to see if this can be automated in anyway. Thanks Martyn
  14. Martyn Houghton
    We are in the process of importing (via LDAP) around 800 users into the system as basic users with access to SelfService, so that they can login using single sign on into the Service Portal. It would be really useful to have a textual filter like those provided on other area such as Settings->Advanced so that you can start typing a users name and the list will be filtered down. Even applying the current filters to limit the list by type, still means we have to page through or try guess which page a specific user will be on. Thanks. Martyn
  15. Martyn Houghton
    Is there any documentation of the LDAP Import tool 'Filter' configuration syntax or details from the component us are using to access the LDAP directory? I have had some joy in using the syntax from Microsoft Active Directory documentation https://msdn.microsoft.com/en-us/library/windows/desktop/aa746475(v=vs.85).aspx But are having a issue with some of the operation such as excluding certain OU containers when using the Scope=2 setting to recursively scan the sub tree. At the moment I can get the following to work to scan the sub tree and exclude all disabled accounts:- "Scope": 2, "DerefAliases": 1, "SizeLimit": 0, "TimeLimit": 0, "TypesOnly": false, "Filter": "(&(objectCategory=User)(!(userAccountControl:1.2.840.113556.1.4.803:=2)))", But if I add the extra criteria of (!(ou=HR)) the import still accepts the filter as valid but does not filter out the users contained with the HR ou. Cheers Martyn
  16. Martyn Houghton
    Trevor Yes the request does over lap with https://forums.hornb...?showtopic=8101 but with the extension of supporting non custom fields such as the External Reference No., though I presume from the tool's point of view there are still all fields and we are just using the translate option to change the labels. Cheers Martyn
  17. Martyn Houghton
    We are implementing single sign on using ADFS/SAML and pre-creating our users via the LDAP Import tool. Therefore the Hornbill platform will not contain a password in essence for any of our users. As I understand it at the moment the mobile app needs a Hornbill password to connect, rather than using the SSO process. If as user logs into the application via SSO and then uses the change password option in their profile, will this suffice for them connecting via the Mobile App? Cheers Martyn
  18. Martyn Houghton
    Trevor Thanks, hopefully with PM00138767 and PM00138821 fixed we can start to control the timers via automated BPM tasks. Cheers Martyn
  19. Martyn Houghton
    Trevor Thanks for the links. From discussing with your colleague Dan, it appears that the Progressive Capture - Request details form is not able to use or prompt for these additional fields, whether this is a standard field such as External Reference No or the custom ones. It appears at the moment that these fields can only be populated through by the Analyst not in Progressive Capture or BPM. If this is the case can a request for change be made to allow the Progressive Capture Request Details form to be able capture additional Request Entity Fields. Cheers Martyn
  20. Martyn Houghton
    I understand the implementation of Impact and Urgency in Service Manager is a existing development story. At the moment in Support Works we capture Impact and Urgency as part of our request logging process, but we do not use the SLA Matrix to calculate the priority (i.e. we have an empty SLA Matrix). Is there a rough timescale on the development story for Impact and Urgency, particularly the standard form in the Progressive Capture to capture their values? Cheers Martyn
  21. Martyn Houghton
    The Request Entity includes a number of custom fields, similar to those in Support Works, to be used for site specific uses but still within the main schema/tables. I trying to locate where we would customise the display labels for these, how you populate them via Progressive Capture/Business Process and how you make the visible in the request for the Analyst to use? Cheers Martyn Forum Admin Edit: The functionality was provided in one of the earlier Service Manager builds. This thread is now locked.
  22. Martyn Houghton
    Trevor I have been trying to use the Update Satus operation to OnHold as per your advice and testing with your colleague Dan. But though this is being reported as being put on hold in the timeline the status is not being updated as there is no parameter in the UI for the node to specify when the request is to be put on hold untill and the system is requiring this as a mandatory parameter nodeName: API Call: Place Request on hold; nodeId: 2d3ae907-2705-4664-b24e-1ad5a9679d4f; "EspMethodCall:invoke: Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date\/time format provided: [undefined]" Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Operation[data:entityUpdateRecord] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Error setting value for column 'h_onholduntil'. Invalid date/time format provided: [undefined] Unexpected non-digit in year part of date. [undefined] nodeName: Invoke Flowcode: Pause Fix Timer; nodeId: f00487a7-d160-4fa1-a30d-dd076f11b397; "EspMethodCall:invoke: Operation[apps\/com.hornbill.servicemanager\/Requests:holdRequestTimer] FlowCode Exception (com.hornbill.servicemanager\/entities\/Requests\/fc_ops\/holdRequestTimer): Input parameter validation error: The dateTime value 'undefined' specified is invalid or out of range for element <onHoldUntil> at location '\/methodCall\/params\/onHoldUntil'" Cheers Martyn
  23. Martyn Houghton
    Trevor Would the Update Request and setting the Status to Open restart the SLA timers? Cheers Martyn
  24. Martyn Houghton
    Trevor Thanks for confirming the limit and the reason. We had come up with the same work around of chaining the decision nodes. Cheers Martyn
  25. Martyn Houghton
    When creating a Human Task in the BPM, you have to specify both an Owner and Assign To user. As I understand it the Owner connection is to allow the task to modified (i.e. reallocated etc via a Board) by a user other than the task has been assigned to. If this is the case and you have to be an 'Owner' of a task in order to re-assign it, then it would be a good idea if this option had the facility to assign to a group or role, as well as a specific user. Cheers Martyn
×
×
  • Create New...