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Everything posted by Martyn Houghton
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@Salma Sarwar You can use the Hornbill Clean Utility as detailed in the wiki. Just make sure you run in dry run mode to check what its going to delete first as there is no way back. https://wiki.hornbill.com/index.php?title=Hornbill_Clean_Utility Cheers Martyn
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enhancement Service - Additional Custom Fields
Martyn Houghton replied to Martyn Houghton's topic in Service Manager
@Harry Hornbill Any update on this and making the custom fields facilities consistent? Cheers Martyn -
@Harry Hornbill Any update on this please? Cheers Martyn
- 2 replies
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- custom fields
- service
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Displaying Asset Info on Main request page
Martyn Houghton replied to lee mcdermott's topic in Service Manager
@James Ainsworth @lee mcdermott You could look to have a configurable settings that allows the Asset section which is displayed currently when you link an asset to the request, to be displayed when there are no assets linked (yet) but there are Assets used by the coworker/external contact so that you can expand and this section and link from there? Cheers Martyn -
@James Ainsworth @Harry Hornbill This was confirmed as Known Issue in November under reference KE00174615. Is there an update on when this will be fixed as Known Issue and Problems are not shown in the Roadmap Library? Cheers Martyn
- 8 replies
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- request view
- ui
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@lee mcdermott You should be able to configure this in the Data Import Configuration inside the Platform section of the admin tool. Cheers Martyn
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Can I have a FAQ in more than one service?
Martyn Houghton replied to Damian Roberts's topic in Service Manager
@Gerry Is there any update on the FAQ changes? Cheers Martyn -
@DeejayBrown The sting counter starts from zero, so if you want the string from the second character you need to enter 1 as the start position. With anything like this I tend to add in a debug timeline node to output the result value/string created to make sure it is doing what you expect it to do. Cheers Martyn
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@Harry Hornbill Any update on this please? Why has visibility of the timeline not been included in the View option? We do not want to give access to connection to update the timeline, but they need to be able to view the timeline to see the details of request. Having view access just to the initial sections of the request seems somewhat pointless without view access to the timeline. Cheers Martyn
- 10 replies
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- connections
- requests
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@Keith Stevenson We appear to be back working. Cheeers Martyn
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@Keith Stevenson No response on fresh login page in incognito window so does not appear to be a browser issue. Cheers Martyn Cheer
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Same here
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@KrisReynolds It a message at a time from the Outbox folder. Cheers Martyn
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@Victor Thanks for the update and for team progressing this. Cheers Martyn
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Switching over the Direct Outbound will require a DNS entry to be made (if not already in place) and this then has a delay in propagation (up to 24-248hrs) to ensure the email is not then rejected by recipients email servers. Therefore if there is anything Hornbill are able to do to alleviate the issue with the SMTP outbound issue with Office365 that would be a great help.
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We too are affected by this issue as well.
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@Ann-MarieHolloway Is it the setting in the Customer Portal 'Can Cancel' the one you where thinking about or are your customer internal ones using the Employee portal? Cheers Martyn
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h_customer - field not setting the customer
Martyn Houghton replied to Salma Sarwar's topic in Service Manager
@Salma Sarwar In our implementation we are updating the contact rather than co-worker as we are external focused service desk. Looking at the node inputs depending on what value you are getting from the Intelligent Capture you may need to use the earlier 'Co-worker' option if it contains the user name rather the userid. I would be tempted to add a diagnostic update timeline entry node after the above node to insert the outcome string to help determine if the node is working as expected. Cheers Martyn -
h_customer - field not setting the customer
Martyn Houghton replied to Salma Sarwar's topic in Service Manager
@Salma Sarwar You could use a custom field to temporally store the customer(user) details from the Intelligent Capture form and then the BPM is spawned us the Request > Update Request > Customer node to change the customer on the request using the custom field as the source variable. Cheers Martyn -
@Isaac Ojo Looks the Response timer is still running and the node in your BPM to Mark/Stop the Response timer is missing or has been bypass by the route for the BPM. I would tempted to walk through the your BPM to see where the node is to Mark/Stop the Response timer is do all the different branches in your workflow go through it. Cheers Martyn