[What's this button on a notice?]

Hi @Art at BU

This is a translation button.  It has been detected that the language that the notice was written in is different from the language set in the user's profile.  I believe that there may be an issue between US and UK English.

The translation button will be displayed if the notice was written in US English, but the user's profile is set to UK English.  As they are both English, the Google translation doesn't do anything when you click on the button.

I believe that the development team is already aware of this and have it in their queue to look at.  

[Removing special characters from Fields]

Hi @Llyr

There isn't currently a way to do this.  However our development team have added a feature to allow for this.  This should be available in the next platform update.  Keep an eye out for the release notes.  

[Struggling with "Wait for Linked Request Update"]

Hi Samuel,

Is this update automatically generated from the workflow or is it a manual update from the Update Action?  Can you test by adding a manual update in the linked request that contains this information? I seem to recall that this suspend task is listening to the Update Action and not automated updates. 

[How to add extra optional field on an authorised detailed form?]

Hi @Sandip Bhogal

Thanks for your post.

The field names are key here when including this information in the email.  You will see that the answer to the question What date should access be removed? is stored in field_2

 

Looking at the Authorisation Details, I can't quite see it but it looks like the Department is using field_2, and the Type of access is field_1.  I'm not 100% sure but it might be that these fields need to be aligned with the correct field names.  Difficult without having access to the capture and workflow to say exactly what's happening.  

[How can I add custom expression?]

Hi @Cigdem Turner

Thanks for your post.

As the site is being saved in the Custom_o field you will need to retrieve that information just before the decision node where you check which site name has been added.  This will be one of the Get Request Information tasks.  You will then use the result of that Get Information in the Custom Expression.  It is also best practice to include a branch for No Match just in case something goes wrong and there isn't a match with the two sites.

 

1. Get Request Information

2. Custom Expression for Facilities Vista

3. Custom Expression for Facilities Melbourne

Let us know if that helps or if you need more info to get this set up.

[Request settings go blank when changed]

Hi @HGrigsby

Thanks for your post.  

I've replicated this and I believe that it has also been reported to our development team already.  I'll double check and make sure that they are aware.

[BPM error on Update Status to Resolved? " Cannot read property 'elapsedWorkingTime' "]

Hi @Berto2002

I've not seen this myself.  I'll keep an eye open for other reports of it.  Looking at the error that mentions elapsed working time suggests that there may have been some problem stopping the timers that mark the resolution target.

Is this happening on other requests that use this workflow or just the one?

[Removing special characters from Fields]

Hi @Llyr

In the BPM there are some string utilities. There isn't a single one that on its own would go and strip out all special characters.  However, there may be a combination of these that may be able to do some of this.

 

I've done a test using the Replace Task with the settings below which successfully removed an apostrophe from the middle of a string.  This is limited to only being able to test for one character at a time, but if you know which character is causing the most issues, this should help.

1. Use a Get Information automation to read in the surname from where you have it stored.
2. Use the variable that holds the surname and add it to the Input Text.
3. Add the character that you want to remove in the Search String field
4. Set the Replace With to Manual and don't add any value to the field
5. Have another Hornbill Automation that takes the result of the Replace automation and update the request with the new value.

Let me know if that helps or if you need more information to set this up.

[Ho Do I Add Cards to Breach Board]

You will need some nodes in the workflow to start the Service Level Target timers.  If a request doesn't have a running Service Level, the escalations won't happen.  Let us know if you already have these set up and the board still isn't being populated.

https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers

 

[Owner of request not updating on board]

Try adding the Board's role Board BPM Access to the users that update requests that have Board Automations in the workflow.

In some cases, it may be necessary to give this role to all.  For example, if there are customers that use the Employee Portal and their interaction with a request might trigger a board update, this would ensure that the rights are available for the automation to take place.

https://wiki.hornbill.com/index.php?title=Board_Manager_Administration#Roles

[Removing special characters from Fields]

Hi @Llyr

Thanks for your post.  In some places, validation can be added to control what is initially entered into a field.  There are also some string utilities that can be used in a workflow that could be used.  However, I probably need a bit more information about the scenario that you are looking at.  Is there a particular field that you are looking at and how is this field currently being populated?

[Ability to restart last step in BP from the Admin tool, or insert hyperlink to request]

In regard to the link to the request being a hyperlink... In the absence of the hyperlink being there, the next fastest way to get to the request is to copy the request ID to the clipboard, Ctrl+Shift+f on the keyboard to bring up the quick request search and paste in the ID.  

[Unable to access Hornbill on AVD machines]

It might also be worth having these users try a different browser or have a look to see what browser extensions they have installed.

[Ho Do I Add Cards to Breach Board]

Hi @AnthonyUSS

I'd probably need to know a little bit more about your configuration.  There is some documentation on this topic.

https://wiki.hornbill.com/index.php?title=Escalation_Actions

The one thing to keep an eye open for is the hours specified in the Working Time Calendar.  Escalation events will use the Working Time Calendar to calculate escalations.  For example, 24 hours can equal 3 days if your Working Time Calendar is set to 8-hour days.

 

[Import internal users into a new service]

Have you tried having a group subscribed to the service and then as part of the import have the users added to that group?

[Capture User Information Inside Progressive Capture Form]

Hi @Ben Maddams

Thanks for your post.

Is my understanding correct that in a custom Intelligent Capture form, you would like someone to add the name of an employee, and then at a later point you would like to validate if what they have entered is correct?

When creating the field on the custom form, you have considered using the option to show a list of users as part of a drop down field?  

 

[Is there a way to not show both Resolve and Cancel options on front end of the employee form?]

The resolve button doesn't actually let them resolve the request.  This tab appears when a resolution has been provided and it is just a way for the end user to confirm if the resolution has worked.  This is normal for a 2 stage closure process where confirmation of the fix is provided by the customer before closing.  If you don't wish to show this, you could add an automation in your workflow to close the request as soon as it is resolved.

[Is there a way to not show both Resolve and Cancel options on front end of the employee form?]

There is a setting to turn off the Cancel option.  The default is set to OFF so this will have been enabled at some point.  Let us know if this works for you.

[One user getting an error when trying to attach documents to requests]

Thanks for the update.  Let us know if they continue to have issues and we can do some more investigating.

[Error 'There are no charts configured or visible']

Hi @TWoodford

Thanks for your post.

The starting point is to look at your list of Views to see if any of these have a chart defined. 

 

If you are looking for charts that are provided in a Shared View, you will need to make the charts visible.  Charts that are included in a Shared View do not automatically get added to the My Dashboard.  They must be made visible by clicking on the cog icon and then the icon to make them visible.  

 

 

[One user getting an error when trying to attach documents to requests]

Could you check the size of the attachment?  It should give an appropriate message saying that it is too big but worth checking.  Attachments also only allow set file types.  

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

It might be worth removing and re-adding this expression.

It looks very different from mine.

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

I've been trying to replicate using this workflow and so far it is working for me.  Well, initially it wasn't working for me but that was because I was testing outside of the working time specified in the default Working Time Calendar.  I'll try to have another look, but it might be something that needs to be taken up by Hornbill support.  

 

 

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

Hi @WFMKC

On 8/18/2023 at 3:10 AM, WFMKC said:

I wonder, is it possibly linked to this?

Possibly, but the KE00167283 was raised almost a year ago, so if this has only started being an issue for you since the 19th of July, there's a chance that something else might be causing it.  This KE is also referring to the Suspend->Await Expiry and your question is on the Suspend->Wait for Request Off Hold.

 

[Cancel node in IC is no longer showing the button text]

Hi @Estie

I believe I have gotten to the bottom of the issue. These first two highlighted forms are forms that are never seen by a user on the employee portal.  This is because we already know who the user is and the service that is associated with the capture.  This means that by the time the first branch is reached, there has yet been a form that is available to display to the user on the portal.  

 

 

When the flow goes down the path of Student the cancel form comes immediately after.  This means that there has never been a form available to display to the user.  When the capture flow tries to add the Cancel button there is no form to add it to which results in the lines.   This is why it worked for me when I put in a custom form between the Student branch and the cancel.

The No Match will work as it is always displaying the HR or SITs Managed form.

So the end result is that somewhere between the Start and the Cancel there must be at least one form that has been presented to the user.

I hope that helps.