Gerry

Hello Melissa, We have done this on purpose to keep the BPM diagram understandable. However, we did anticipate this need and you can solve your problem by cascading decision nodes, each decision node that is entered from a previous decision node inherits all of the possible outcomes from the prior non-decision node. The effect is you can branch on any number of outcomes, but the flow diagram is still readable and looks good on paper. Give it a try, I am sure you will find it makes sense. [edit] Just re-read and seen you already know this can be done. I am afraid we are not likely to change the number of exit points on a decision node, its a diamond shape with four points, one in and three out, any more lines would make the diagram look strange. Out of curiosity, how many different priorities do you have out of interest? Gerry

If its a simple update can you not use data::entityUpdateRecord instead? Gerry

@DeadMeatGF not sure whats possible in that regard, we have not looked at any integration with Skype, its not on the radar just yet. Thanks for the suggestion though Gerry

@Adam Haylock looks like you and I were typing at the same time In answer to your question, the most likely cost structure will be per analyst/month in line with what other chat solutions out there today. I am expecting our App to be a lot cheaper and actual cost terms than the dedicated solutions available simply because we already have a platform infrastructure upon which to deliver this app, and I would hope that the pre-made integration with the portal and other apps (service manager, customer manager etc) will deliver far superior value. I included links to some of the apps we looked at in our market research, there are a ton of these applications out there to choose from but they all seem to follow the same business model. Gerry https://www.liveperson.com/uk/liveengage/price-plans https://www.mylivechat.com/prices.aspx https://www.zopim.com/pricing

Adam (Et al), Just following up on your question, the LiveChat app is still in the final stages of completion, the baseline functionality is there and all the under-the-hood goodness needed to make this a real-time experience has been done. We are still finalising the commercial aspects (pricing etc) as well as content for the app store, web site and other stuff that go along with getting an app into the Hornbill app store. App Highlights Realtime notifications of pending/incoming chat sessions Chat popup fully customisable Unlimited number of concurrently active chat sessions Show real time presnce information (John is typing... ect) Cut/paste images into chat Embed video content in chats Attach files to chats Responsive - works on mobile devices There are some things we are planning to add post the initial release (in the App's roadmap I suppose) which include Chat History for customers A stand-alone chat client to plug into any other website (so not just restricted to our portals) Improved workflow and queuing functions Service Manager integration (raise request from chat, keep chat history against requests etc) Anyway, I am conscious we have been talking about it but nothing concrete forward so I thought I would post this preview video so you can see what it is and how it work. We would welcome any comments, feedback or suggestions you may have. Gerry

Hi Tina, A simple screenshot is always helpful when asking this sort of question. Used a free tool called Jing to grab the screen and annotate it with an arrow. Just a suggestion, it might make it easier to convey your question using this approach Gerry

Because there was a DNS configuration problem it may be the TTL on some local or downstream DNS's are still caching the incorrect IP address. It should self resolve as those cached DNS records expire Gerry

@Adrian Hodgson, Can you please be aware that the forum is not the best place to raise a request for support. If you have an extended support contract or if you have a system failure then please use our web form and raise a support request with the support team, the support request form can be found here. https://www.hornbill.com/request/ In this case we have circumvented our own internal process to raise a support request for you which is not ideal, I will be asking the team to ensure that support requests are only raised through the proper channels. I am sorry if this sounds draconian but in reality we have to manage our service levels because we are contractually bound by them and are generally held to account when we fail. Of course the nature of our product means all of our customers do understand this Thanks Gerry

All, As a further update, everything I said above does not apply if the .msg file originates from Outlook, in this case we have to understand why Outlook will not re-open that message, something thats also on our agenda to look at. So will have more info next weel Gerry

All, Ok reading on one of our internal product Workspaces it would appear that Hornbill does not currently have the ability to read these .msg files and some investigation will be happening next week to establish what is involved in making this work - please watch this space and I will ensure we update next week. Gerry

All, As far as I am aware, the .msg files that are stored in Supportworks (and from migrations of data in Hornbill) are not compatible with MS Outlook. What is happening is you are opening the file, Hornbill does not directly handle the .msg files so it downloads the file and Windows has .msg associated with MS Outlook so it errors. There is nothing wrong with the flle, or with Outlook, its just the Hornbill .msg file is not compatible with Outlook, they only share the same file extension. So the obvious question is why do .msg files that are Hornbill-specific not open in Hornbill - and thats a good question, I will need to get a definitive answer before I try and respond to that. Gerry

Hi Lyonel, Unfortunately .NET 3.5 is almost 10 years old now and we have learned in the past how easy it is to get stuck and penned into a corned trying to support stuff that the originating vendor themselves no longer support, for that reason we tend to try and stay ahead with everything wherever possible which is a reflection on our Continuous Delivery strategy. Now to be fair, making an API call to our stack is no more complicated than composing an XML message and POST over https to our API endpoint with an API key, receiving an XML message and decoding that, so even though our abstracted library does not support .NET 3.5 its a relatively trivial matter to implement a wrapper in any language/platform, let alone .NET 3.5 and implement something that is entirely workable. Gerry Gerry

Hi Dan (and all), We have continued to work on understanding why this problem occurred, although we can see the problem on some instances we have yet to successfully re-create the problem. The issue relates to the way in which instanced take on board subscription parameters from our Subscription Manager application and we are still working to identify the root cause, and will continue to do so until we have a full and thorough understanding of the problem. I will post more information when I have it. Gerry

Hi Dan, We are still investigating the nature of the problem we encountered so I don't have exact details yet, but I will state that we did in fact test this change (relating to subscription enforcement) very intensely over a number of weeks and did not find any issues. So a roll-out to any kind of UAT instance might not have found the problem either. Hornbill is not like on-premise software, its not just software that we run on a server and host for you, its a distributed multi-layer, multi-tenant architecture so we cant just make changes for one customer, it does not work like that. Each customers data is fully segregated of course but the application and services logic is not. In this case, only a very small number of live instances (I will report exact numbers and more information when I have the specifics) were actually affected with most customers being unaffected by the updates applied to our platform. So this brings us back to the nature of the problem and we are investigating why this failed on a small number of instances, its currently not clear to us yet so we are in code review and seeking to establish why our extensive platform test automation did not find this problem, once we know we will have test coverage and it will not happen in the future. I expect we should know everything we need to by the end of play today. In terms of your concern in relation to using a cloud service - we do deploy Hornbill on a continuously rolling basis and while we run into the odd problem (this being and obvious example) our track record for uptime and availability is still very high (over 99.95% consistently). However, if you absolutely and categorically cannot tolerate any kind of outage at all then perhaps a cloud service is not the right choice for your organisation, not only because we as the service provider might suffer a problem which takes a little time to investigate and resolve, but networking between your location and our data centre might fail which is outside of ours and your control. I often say this but if you judge on the overall service and the value we deliver through our continuous deployment approach, I would hope the minor glitches we encounter would be tolerable. I will post a further update later on once I have more information. Gerry

Bob, This is because the Task Entity is a wrapper around a table that is actually used by task specific API's, @TrevorKillick is correct that calling the taskCreate API will not fire the Entity webhook as we do not use the entity internally. This has been raised internally, I cannot see any reason why we cannot plug in web hooks around task API's. It might be of general interest to understand your use case and what you are trying to achieve if you would care to share that here? Thanks, Gerry

Hi The current document manager implementation does not extend to basic users of guests. There is a roadmap item to make it possible to mark a library as Public, then share a document with that library and these would then be visible/accessible read-only to both basic users and guests. We will need to look at this requirement in more detail (which I will do) before I can be more specific about viability/timescales, but at present this is not possible, only collaboration users have access to documents in Document Manager Gerry

Hi Ian, The documents are currently indexed/searchable by both Title and Description text and well as tags. However, as you say we currently do not index document content. Under the hood there is the capability to extract text and index document content but this has not been implemented in document manager. The implementation for text extraction and indexing is on our longer term agenda but there is nothing in the immediate plan, I will keep you updated as things develop in this area Gerry

Hi Samuel, This is to do with the way we handle SQL results in a more generic way. Our system does not understand "DATE()" as being a column name. If you want to include such values then you need to use the AS keyword to name the return params. For example... SELECT NOW() AS time_now; From a pure SQL point of view, naming your return params where there is ambiguity is a good habit to get into, makes everything clear and concise. Gerry

HI Martyn, Its behind an experimental system setting which you should be able to turn on in the admin tool. It will be flipped on by default soon anyway, and the experimental setting will be removed. The latest mobile app is also using API keys now so its a little snappier in places too Gerry

Hi Martyn, You might appreciate this change which is now being rolled out. We have made mobile device registration much easier than before. A new feature of the Hornbill Platform allows you to register one or more devices against your profile, this means your mobile no longer has to remember credentials and should you loose your device you can simply log into your profile and deregister your device which will prevent any further access. Check you the video to see how it works. https://www.hornbill.com/blogpost/easy-and-secure-mobile-device-registration/ Gerry

Hi Martin, Thanks for the feedback and suggestions. The best possible route would be to reduce the number of notifications generated so they are of high quality and relevance. However, there are some interetsting suggestions there I will feed back into our development team Gerry

HI Tina, Notifications always seem like a good idea until you start getting a lot of them and thats what you are seeing. There are options for each person to control what notifications they are getting so you will probably need to tune your notifications to better suit your teams working practices. You might also consider reducing the number of notifications your workflows generate. Getting the right level of automated notifications is not easy, but we are always keen to listen to ideas and suggestions as to how we might improve this for our users. Gerry

Hi Dan, Thanks, that makes it clearer, we will get this sorted for you. Gerry

Dan, For completeness, and just to make sure we are looking at the exact page, can you post a full screen shot of the affected page please. Thanks Gerry

Dan, As Steve suggests, a boarder on the image would fix it as a temporary measure. I have asked our dev team to take a look to see if we can fix it though. Thanks for the suggestion Steve. Gerry