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James Ainsworth

Hornbill Product Specialists
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Everything posted by James Ainsworth

  1. James Ainsworth
    Hi @Berto2002 You wouldn't happen to have another request catalog item with the exact same name of SYSTEM: Server Patching Standard Change on either a different request type on the same service or on any other service?
  2. James Ainsworth
    When defining the categories, you can add users as members of each categories. https://wiki.hornbill.com/index.php?title=Timesheet_Categories I would start with checking that the user has been added as a member or is part of a group that has been added as a member.
  3. James Ainsworth
    Yes, it does give that warning. Sorry, I forgot to mention. However, as you have already found, you can ignore the warning.
  4. James Ainsworth
    If this is the 'Someday' list on the Board View of the Activities list, you can modify the filters to make sure that cancelled activities are not displayed. The criteria in the below screenshot are the default for the Someday list. Can you confirm the status of these tasks that you are trying to remove?
  5. James Ainsworth
    This feature has now been released and available for use.
  6. James Ainsworth
    Yes it did. Maybe @Martyn Houghton could confirm if the change has provided his original requirement specified in the original post.
  7. James Ainsworth
    Hi Estie, There isn't currently any configuration option for changing the order of the tabs. Can you explain what you mean by changing the wording?
  8. James Ainsworth
    Hi @CraigP Thanks for your post. There is a discussion here that I believe is what you are looking for. The session variable is &[global["session"]["userId"]] I hope that helps.
  9. James Ainsworth
    Hi Andrew, The challenge with including the description in a list is that the description field is a long-text field so it could contain an unlimited number of characters which would be problematic on any display. Is there any unique information that was captured in the request that could be amended to the summary to make the summary more unique?
  10. James Ainsworth
    If you wanting to prevent a user from closing a request, you can use the Access Control automation in a workflow or Auto Task after a request has been resolved to prevent users from closing a request, provided that they don't have a Full Access role.
  11. James Ainsworth
    I have had a look at our backlog and I've not come across any plans for extending the star rating to optionally use emojis. We will keep this in mind when there is an opportunity to extend the feedback feature.
  12. James Ainsworth
    Just a heads up about the Utilities Cloud Automation. The Cloud Automations are designed for integrations with other cloud solutions. These utilities don't fall under this category and we are looking to move these under the standard Hornbill Automations. This move will not break any existing configuration, but you may have to look under Hornbill Automations for the utilities in the future. Here is another useful utility for calculating dates that is already under the Hornbill Automations. This takes a number of minutes/hours/days/months/years and calculates a future start time based the selected WTC.
  13. James Ainsworth
    Hi Martyn, Yes, this will apply to both the Employee Portal and the Customer Portal.
  14. James Ainsworth
    Hi @MacLean Ferguson I just wanted to circle back to your original post to confirm something. Are you looking for some automation to put into a workflow after the request has been raised when it reaches a particular point in the workflow? If that's the case, most of this can be achieved using the Utilities under Cloud Automation. These automations don't specifically reference the WTC, but you can check for days of the week and the time of the day.
  15. James Ainsworth
    Hi Martyn, I believe that an update for this was applied to the recent Service Manager update (Build 2961). I hope this helps.
  16. James Ainsworth
    Hi @JanS2000 If you like, you can send me a copy of your workflow using the message option. I'll see if I can have a quick look.
  17. James Ainsworth
    Is is possible that the requests that are set to not set are running an earlier version of the workflow, prior to the FTF being added? The only other thing might be that there is some logic in your workflow that bypasses the FTF node in certain situations.
  18. James Ainsworth
    Hi @JanS2000 There is additional information about the first time fix on our wiki at https://wiki.hornbill.com/index.php?title=First_Time_Fix. As mentioned above, the help icon on each automation provides some detailed information that can be very helpful.
  19. James Ainsworth
    Hi @samwoo I couldn't definitely say if it was related or not. There was a Board Manager release today. It is possible that it was related to an update taking place.
  20. James Ainsworth
    Good to hear about that last email ending up in the success target folder. I'll look forward to hear if the job was successfully created or not.
  21. James Ainsworth
    Our logs show that there was a missing "d" in toAddress.
  22. James Ainsworth
    Hi Estie, It can be beneficial to use the options from the drop down but you don't have to. If you know the correct spelling and case you can write the variable directly into the expression. As far as I'm aware, these variables have always been case sensitive. In the case of the from address the correct format is fromAddress.
  23. James Ainsworth
    Hi LawesD, Thanks for your post. The Hornbill Cloud team have seen some errors coming from your system. Can you check on the naming of the variables that are being used in your expressions. It appears that the toAddress variable may not be written correctly.
  24. James Ainsworth
    A confirmation box has been added so that if the ESC button is used, you will be prompted with what action you would like to do. Save, don't save, or cancel and continue editing. Keep an eye open for this in the release notes.
  25. James Ainsworth
    You can additionally add documents per service using the Service Document option
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