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James Ainsworth

Hornbill Product Specialists
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Everything posted by James Ainsworth

  1. Hi Helen, Nothing has changed as far as I'm aware. In fact, development on the Service Manager Boards (My Boards) stopped a number of years ago, after it was superseded by the Board Manager App which was released on June 28th, 2018. I would recommend to anyone still using the old Service Manager My Boards, to have a look at Board Manager and move over to this more feature rich app. We are looking to provide tools to help with moving an existing Service Manager Board over to Board Manager. As it has been over 3 years since development stopped on this old feature I expect that at some point, it will have an "end of life". Please let us know if you have any questions about Board Manager. Regards, James
  2. Do you have more than one recipient specified in the To: field? If so, how are you separating them? Or are you including quotes within the To: field?
  3. Hi Gary, Could you also have a look for me with that particular SR where you had the issue and determine if the BPM that is used for that request is still an active BPM? This can be done by looking in the list of BPM Workflows
  4. Hi Gary, I'll reach out to Hornbill Support to see if there is anything else that they can add. If this appears to be random, as in you normally don't see this message, but it does happy once and a while, I would next look to see if your connectivity to your mail server from Hornbill is having some issues. It might be your IMAP or SMTP is not always connecting. If Hornbill has an issue connecting, it does do a few retries, which might explain why the emails are being received, if the emails eventually go out after a few retries.
  5. Hi Rob, All I can think is that there is some corruption in the definition file. I'm not sure how big your workflow currently is, but you could try re-creating in a new progressive capture. Or provided you don't mind sharing your Progressive Capture here, you could upload it to this post and I can give it a try to see if I have the same issue.
  6. Hi Rob, Thanks for your post. When it comes to task assignment and ownership you need to make sure that the user ID is used and not the user name. When using the outputs from a Get Request Details automation, you should see one of the outcome variables listed as Owner (For Tasks). This is the one that you want to use for assignments and/or task ownership. You should be able to edit any of the broken BPM using the Manage Executed Processes tool. I hope that helps.
  7. I would like to mention that there is something we are looking at developing which is to allow the use of wiki markup in the request notices. This was primarily considered to add the ability to create clickable links, but our wiki markup also includes an option that can specify a date within a string that can be dynamically updated based on the user's profile timezone. This work hasn't been schedule yet, and it isn't clear yet if it will support what you are looking to do, but it may. For more on wiki markup click here
  8. Hi Berto, Thanks for your post. The UI throughout Hornbill is designed to use the Timezone settings within a user's profile to present the correct time information to the user on all the date fields. So, once we hit BST, all times that are displayed in date/time fields will be displayed in BST. The challenge that you are having is that a request notice is not a date field, but a text field. Building the request notice using the BPM automations is simply using information within the database to build a text string. This string of text is not dynamic. For example if you have some changes raised before BST kicks in, and this string for the notice is created before BST, if that change is still active after BST, the text string will not dynamically change to BST. Are you using the Scheduling action for these changes? Is this the date that you are trying to show in the notice?
  9. Hi Frank, The home organisation is for something a little different. This is currently in use. It works with the Employee Portal for when you have multiple companies that sit within a single organisation. You can create different branded pages within the Employee Portal for each company. Setting the home organisation for a user will direct that user to their company page. Regards, James
  10. Hi Rob, I may need to see the entire Progressive Capture to understand what's happening. The only way that I can get this message about the exit connector is by not having an Exit node somewhere in the Progressive Capture. What happens if you add an End node immediately from the Customized Form?
  11. Hi Frank, Thanks for your post. I believe that this is something that may have been added for a future requirement and is not currently is use. I'll see if I can confirm. Regards, James
  12. Hi Gary, The 68 failed messages displayed on your Sent Items folder could quite possibly be the same emails that are causing the error on the requests. Clicking on the exclamation icon doesn't do anything as you are just clicking on the Sent Items folder. However, once you are viewing the Sent Items folder you will see these failed message with a red bar along the left hand side of them. On the email itself, you will see the envelope icon is red. On the email itself, you will see the envelope icon is red. Clicking on either this or the Delivery Status icon, shown circled within the email tool bar, will provide you the delivery status and this may help determine why the email is not being sent. I hope this helps. James
  13. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
  14. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
  15. As of Service Manager build 2368 we have included Hornbill Automations for creating Assets. Click here for documentation
  16. This feature is now available in Service Manager as of build 2368
  17. Hi Neil, Thanks for your post. I've fed this back to the development team. Also, as a Premier Success customer you can also report this through the support portal on our website. Regards, James
  18. Hi Martyn, Thanks for your post. I far as I can see there are no current plans for this. Regards, James
  19. Hi Charlie, Thanks for your post. I just wanted to check if you are still experiencing issues. I've done a Health Check on your instance and I don't see anything that suggests that it is running slow or being impacted at the moment. If you are experiencing this still, are you able to confirm if the same occurs for users that connect to Hornbill from outside of your internal network? Regards, James
  20. I believe that it is h_sys_audit_trail. You will need to filter down on the h_table column using h_itsm_assets
  21. Additional documentation can be found on the Hornbill Wiki within the Supplier Manager documentation located here. Expand each section to read requirements and how to set up. Let us know if you have any further questions.
  22. Hi Paul, It hasn't been implemented as of yet. Still in our backlog, but no timeframe set for this to be developed. While not completely automated, an option might be to create an AutoTask for use with a Custom Button. You could set a condition on the custom button to only show when the status is cancelled. You could then have the AutoTask run through a number of things on the request, cleaning it up.
  23. Hi Ann The Share option is part of the Used By field located in the General Section of all assets.
  24. Hi Malcolm, It was just as a temporary test to see if these particular users are getting emails and then remove once you know if they are getting the emails or not. You could let them know that they may receive an email from an SLA Target, which they can ignore.
  25. Hi Helen, I've replicated the same error message that you are getting. I've reported this to the development team and will let you know once there is an update on this.
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