James Ainsworth
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Enhancement Requests
Posts posted by James Ainsworth
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Hi @Berto2002
I just wanted to let you know that this is currently being investigated. I'll let you know once I have had some additional feedback from our development team.
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Hi @Adith
Thanks for your post.
Regarding tickets (requests) and controlling who can be assigned a request, this can be done under the Service Desk option in the Service Manager Configuration.
When setting up a team, you can select individual users from being available for assignment when that team is selected on a request. If you set all the users in a team to No then the team would also not show in the list of teams to assign to on a request.
The above mentioned Allow Task Assignments is for the assigning of tasks/activities rather than requests which can be very useful for task management.
Let me know if this is what you are looking for.
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Hi @will.good
I seem to be getting the same results as you. I'll investigate a bit more and let you know once development have had a look.
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Hi @will.good
The recipient should see the priority when they receive the email in their inbox in outlook for example. I'll see if I can run a quick test to confirm.
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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?
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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.
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14 hours ago, CraigP said:
It does seem to bring up a "The node is referencing a context variable that does not exist" warning when validating the process, but it worked as intended once published anyway.
Yes, it does give that warning. Sorry, I forgot to mention. However, as you have already found, you can ignore the warning.
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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?
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This feature has now been released and available for use.
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On 03/11/2023 at 04:32, Estie said:
Do you know if this update went ahead?
Yes it did. Maybe @Martyn Houghton could confirm if the change has provided his original requirement specified in the original post.
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On 03/11/2023 at 04:32, Estie said:
Also is it possible to configure the tab order and/or wording of the results?
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?
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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.
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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?
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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.
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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.
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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.
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Hi Martyn,
Yes, this will apply to both the Employee Portal and the Customer Portal.
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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.
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Hi Martyn,
I believe that an update for this was applied to the recent Service Manager update (Build 2961).
I hope this helps.
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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.
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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.
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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.
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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.
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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.
Removing access to close tickets
in Service Manager
Posted
Hi @yelyah.nodrog
As far as I can see, these are your two options.
As you mentioned, there is the creation of a custom role that excludes the right to close requests or there is the locking of the resolution/closure action after the request has been resolved. In your case, as you have so many workflows, the easier route may be the creation of a role.
There is a copy feature on the roles to quickly recreate an existing role. You might want to have a scheduled task to view the role now and again, just incase the Incident Management User role gets any new rights added.
If role assignment is being managed as part of a scheduled user import, you may be able to automate the changing of the roles from the system role to your created role.