[Raising new request from email - missing inline images]

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

[Check Box Answers missing first letter - Fix Released in SM2.20.3]

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

[Raising new request from email - missing inline images]

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.

[Service Details Form - Does it adhere to a Customers Service Subscriptions?]

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

[Restrict visibility for request timeline updates]

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

[Logo on Customer and Service Portal Login pages]

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

[Branch Custom Expression using Static Check Box group]

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

[Bulk Import of Services]

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

[Bulk Import of Services]

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

[Admin Tool - Users text filter]

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

[LDAP Import Tool - Filter Syntax]

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

[Request Entity Custom Fields]

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

[Mobile App/Single Sign On]

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

[BPM - Timers operation nodes - Pause/OnHold]

Trevor

Thanks, hopefully with PM00138767 and PM00138821 fixed we can start to control the timers via automated BPM tasks.

Cheers

Martyn

[Request Entity Custom Fields]

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

[Impact and Urgency Progressive Capture forms]

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

[Request Entity Custom Fields]

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.

[BPM - Timers operation nodes - Pause/OnHold]

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

[BPM - Timers operation nodes - Pause/OnHold]

Trevor

Would the Update Request and setting the Status to Open restart the SLA timers?

Cheers

Martyn

[Decision Node - number of branches - limit]

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

[Manual/Human Task Ownership]

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

[Decision Node - number of branches - limit]

Not sure if it is something I doing wrong in the process editor, but the Decision Node, seem to be limited to three output connections, i.e. four connectors on each point of the diamond, one is for your incoming process (at least), leaving only three options for the expression, but in reality you will normally always use one of these for 'No Match', so in essence you can only have two conditional paths from one decision node.

Is the four connections the current limit and if so is there any plans to increase this?

Cheers

Martyn

[Auto Assignment to Logging Agent]

Kelvin

Thinking about this a bit more, and reading you post again, if you insert an Automated Task - Get Request Information - Get Request Details, as the preceding node Assign to Call Taker, can you then use the Variable option and select the assignedTeam parameter? Though it will depend if this has any defaulted value in from the session.

I think the issue will be determining the context and therefore the team of the current analyst.

Cheers

Martyn

[Auto Assignment to Logging Agent]

Kelvin

As a test, does it work if you manually set the Team and Update Timeline option?

Cheers

Martyn

[BPM - Timers operation nodes - Pause/OnHold]

Trevor

Thanks, for the response. If can keep us advised on the availability of an operation to restart the timers via BPM.

Cheers

Martyn