[Error when placing a ticket on hold]

Hi Mosh,

Thanks for your post.  I've done a quick test and so far I've not been able to replicate your issue.  I've not seen any other reports of this from our customers, but I'll keep an eye open.

We might need a bit more information to investigate further.  

1. Is this happening on all requests?
2. Does this happen for all users?
3. What type of request does this happen on?
4. How is the request put on hold?  Manually using the on-hold option.  Using a sub-status? Automatically as part of a workflow?

I also see that you have Premier Success.  If this issue persists, you may want to raise a request with Hornbill Support.

 

[Send email to users responding to Closed Tickets]

There is a change proposal for this requirement in our backlog.  I've added you both as being interested in this feature.  This change has not been accepted yet and is not currently scheduled for development.  However, if there is any change with the status of this requirement, I'll post back to this topic.

[Update Coding using auto task]

@will.good

I'm not having any luck either at the moment.  It might need a developer to have a look. I'll let you know if I come up with anything.

[Update Coding using auto task]

Give me a few minutes and I'll make sure it is working in my environment. 

[Update Coding using auto task]

I think it might be this.

 It looks like you are using the Full Code when it should be the ID stored in pk_id. 

 &[global["flowcoderefs"]["getCategoryInformation"]["closureCategoryId"]]

[Update Coding using auto task]

Is the entity set to Request on the Auto Task properties?

[Link to a request someone has been connected to]

Hi Adrian,

Thanks for your post.  Basic users can be added as a connection and you should be able to provide them a link to view that request.

Your link looks correct.  

The first thing to check is the Connection Type.  Under the Service Portfolio, open the service under which this request is located.  Select the Connections tab. You'll want to make sure that the request type under the View Request column is selected for the connection type that you are assigning to that user.

Let us know if this helps.

[Get Asset Information]

Jim,

You are correct.  There are asset updates available for assets associated with a request, but these are not yet available to be run from an individual asset.  The first step was to have the Get Asset Information so that this could feed into integrations.  I'm sure that there will be more to come.

[Get Asset Information]

@CraigP @Jim

The focus of this feature is not for requests, but rather for assets. From the Automation details, you will see that the Entity is for Assets and not Requests.  The main goal for this is to extend the ability to create Custom Buttons on an asset that runs an Auto Task.

When this automation is used with an asset entity, the Asset ID in the automation can be populated automatically, like the Request ID on a request automation.  There are some existing automations for updating assets, but I'm sure we will see additional automations specific to the asset entity added over time.

 

As far as requests go, in the Asset section of the request, we are looking into having custom buttons for each asset available.   This would allow someone to run an Auto Task against an asset from this view.  At the moment, the user will need to click on the asset name to view the asset record and run the Auto Task from there.  You can imagine being able to do things like include an integration node in the Auto Task that goes off and does a hardware/software scan of that asset.  

 

I hope that helps.

 

[Contacts Profile Design]

Hi Jim,

Thanks for your post.  I've had a look and I can't see and I'm not aware of any options to make the organization field mandatory.  I believe the idea behind contact is that users can create private contacts that wouldn't be associated with an organization and having organization mandatory could cause problems with this.  Not sure if there are any plans to add this, but I'll ask.

If you want strict control over adding contacts, you could introduce a Request Catalog Item that automates this.  Basically, a capture where the organization field is mandatory along with the other contact details and process the new contact automatically using workflow.  This will also capture who is creating or requesting the addition of a new contact.

[Data Import Configurations - [lastLogon] & [lastLogonTimestamp] from AD]

Hi Mark,

I'm assuming that you will first need to add these as attributes under the LDAP Server tab. 

[Defect? unremovable "Empty Value" value appearing in the spec for a new report and blocking me from proceeding]

I believe that the Delete value button will work, but only once you have more than one value.  The delete button is not enabled when there is only one value so that it won't leave the criteria in a position where it has no value associated to it.

[Defect? unremovable "Empty Value" value appearing in the spec for a new report and blocking me from proceeding]

Hi @Berto2002

I've looked at this again, and I have found that the <Empty Value> or in the second case, the blank entry can be double-clicked to change value.  Or, if unwanted, it can be selected and then deleted.  Hopefully this should allow you to continue with defining your report.  The remaining aspect is just to find out if there is a reason for the <Empty Valuce> being added when you first add the criteria to the filter.   I'm assuming that the default <Empty Value> may have been added to prevent issues with incomplete filters.

[Defect? unremovable "Empty Value" value appearing in the spec for a new report and blocking me from proceeding]

Hi @Berto2002

Thanks for your post.

I believe that I have replicated what you are experiencing.  The development team will investigate further to confirm if there is an issue.

[Quick notes section?]

Hi Alisha,

How about adding a Notes field to the request details section using the form designer?

[Tickets assigned to Awaiting Authorisation team not automatically closing if it has not been authorised]

Hi @Archana

Could it simply be that the authorizer is not seeing or receiving the authorization notification email so they never perform the authorization?

In the Hornbill Platform Configuration, you can view the direct outbound email messages which include the authorization notifications.  On each message, there is a delivery status that is available. 

 

The status delivery info can be quite detailed and help show why an email authorization notification is not being delivered.

[Tickets assigned to Awaiting Authorisation team not automatically closing if it has not been authorised]

Hi @Archana

Do you mean September?  Your dates above refer to dates in October, but we are only at Oct 2nd. Or are these requests that were raised last year?

[Choosing connections in the Progressive Capture]

Hi @George Warren

Thanks for your post.  The change proposal for this is still in our backlog.  We will continue to review the proposal and I'll update here if there is any news.  I've added your interest to the change proposal.  

[Export ticket]

If you click on the Timeline Options you have further options to select how much information is included in the printout of the timeline.

[Export ticket]

Hi @billster

Thanks for your post. The best bet is to use the print option and print to a PDF. As part of the printing, you can select what information you wish to include.

[Revoked Change calendar access for a user, but they can still see it?]

The Change calendar is displayed to users that have the right to view changes.  The Change Calendar role simply has two rights associated with it - View changes, and View releases.  If a user can still see the change calendar this would suggest that they have other roles associated with them that allow them to view changes and releases.  

Hope this helps.

[Service Portfolio Icon Customisation]

Hi @Bukola

Thanks for your post.

We have had a couple of customers ask about the icons in the past.  The icons that we use are font icons.  They are a type of vector icon that allows for easy changing of colour and size depending on where they are being viewed.  This allows us to easily adapt these icons when using visual aspects like dark mode.  An icon that represents a service can be seen in many different places and each of these places may need to display the icon in a different size or colour. The font icons allow for this without any loss in quality or distortion to the image.  With the vast number of screen sizes that can also be used, these font icons work extremely well.

The addition of jpg or other types of standard image files could potentially create a situation where the different themes and views become out of line with the size, shape, and colour.  To facilitate all the different sizes, colours, and themes for a single icon, multiple image files will normally have to be uploaded and managed. Even then there is no guarantee that they will be right.  We have looked into options in the past and it is something that we will continue to consider going forward, but there are no short-term plans at the moment.  The requirement is to find a solution that continues to be easy for our customers to use while maintaining a clean user interface and allowing for multiple themes. 

[Removing special characters from Fields]

Hi @Llyr

This ability to remove spaces should now be available to you.  In the Search String field you will need to enter {{space}}

 

[Only first page of site list available]

Hi @LouiseT

Can you confirm which sites form isn't showing paging?

 

In my view when raising a request in the main web app, the Sites form in Intelligent Capture has paging. 

Many thanks

[Attachments for tickets raised from mail handling rules]

Hi @davidrb84

I just wanted to check if you are using Routing Rule Templates and if so, do you have this setting turned on?

 

You can find Routing Rule Templates by searching Configuration.