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Paul Alexander

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Everything posted by Paul Alexander

  1. I've been asked to update Hornbill software assets from an excel sheet. One of the software assets is aa drawing application which has one corporate license, and one serial key, but can (and is) used by over 100 people. What I'm looking to do is to import this one software asset, and to link it to 100 laptops (which are already assets in Hornbill). How do I use either the asset import tool or the csv upload options to associate this ONE software asset with the multitude of different laptops please? Actually...that question should be CAN I use either the asset import tool or the csv upload option to do this? thanks
  2. Paul Alexander

    Hide Services from a Support Team

    Hello I'm sure this must have been asked before, but I can't find anything in the forums about it...so here goes! We are pushing out our Hornbill instance to our HR team who will be specifically logging tickets ONLY for the HR Services (and NOT the services which are looked after by IT). What I would like is to set Hornbill so that, when an HR Support Team person uses Service Manager to log a ticket, they ONLY see the Catalogue Items available under the service called HR Service, and not the available catalogue items for all of the other services that the person they're logging the ticket for has permission to see. Is this possible? Am I missing something obvious? thanks Paul
  3. Paul Alexander

    Hide Services from a Support Team

    Yup...AND @Victor but he knows I'm always grateful for his help (sorry...I missed his update!!)
  4. Paul Alexander

    Hide Services from a Support Team

    Cheers @Dan Munns....that's done it! Thank you....
  5. Paul Alexander

    Hide Services from a Support Team

    Hi @Dan Munns and @Victor Thanks for the replies...but I'm still having trouble hiding this service... I have one 'testing' user who is a member of the HR Admin team: And a Service (People - My Employment) which supported only by the HR Admin team: And another Service (Applications and Software) which is supported by everyone BUT the HR Admin team: However, when I log a ticket when I'm logged in as the Training analyst (who is only part of the HR Admin team), I can still see the Applications and Software service: I have set the setting that Dan mentioned to 'On' (it was Off originally) and tried logging off and on again, but I'm still getting these services showing up. I'm obviously missing something.... thanks!
  6. Paul Alexander

    Hide Services from a Support Team

    @Victor I thought the 'subscribe' option was to hide or show that Service from end users on the Portals and to show or hide these services from those people when the service is selected when logging a ticket in Service Manager?
  7. Paul Alexander

    Progressive Capture

    @Steven Boardman Is there any news on the 'log on behalf of' option please? This question has just been raised again as we're looking to extend our Hornbill platform out to the HR team and there are a few ideas that they have where a 'log on behalf of' option would be helpful thanks
  8. Paul Alexander

    View stalled processes

    Hello Is there a way of finding out or listing which BPM's have stalled? At the moment I can only take a look at these when one of the team tells me that something has broken and their ticket has a big red error message on it, but it'd be nice if I could pro-actively see if there are any problems and get them fixed before anyone notices! thanks
  9. Paul Alexander

    Off Hold on receipt of an email

    OK...this is now officially driving me nuts! I've asked before about why a ticket wasn't updating the sub status on receipt of an email: I've had this working before, but now I can't seem to get it working at all! I@m sure I've got everything set a it should be, but I cannot get the ticket to update the sub-status on receipt of an email. Here's what I have: Request sub-status set to auto update FROM the on-hold sb state to the in-progress one: Global sub-statuses: The ticket STILL doesn't update on receipt of an email: Does anyone have any idea where I'm going wrong please? TIA..... Admin EDIT: edited the screenshot to blank sensitive information
  10. Paul Alexander

    Off Hold on receipt of an email

    @Victor The tickets are now updating as expected after I switched it back to the 'Update Request' and added the regex thank you. So it seems that the 'updateRequestStandardReference' didn't work for us even though I've used the same regex. From what you've said though, if I use that option then I don't NEED the regex...is that correct? I have tried using both options (with a regex and without) and it doesn't work either way. The email IS added to the call, but the status is not updated and the ticket doesn't come off hold. So would it be fair to say that that option just doesn't work?! I've reverted to the 'update Request' option with a regex which is working now, so thanks for getting me back on track.
  11. Paul Alexander

    Off Hold on receipt of an email

    @Victor...ok thanks. What's the 'updateRequestStandardReference' for then please? thanks
  12. Paul Alexander

    Off Hold on receipt of an email

    Hi @Victor Here's the rule: thanks
  13. Paul Alexander

    View stalled processes

    Thanks @Victor The SQL certainly helps.....an app of some sort would be nice though because it's a bit long winded finding and updating the calls (and I'm a bit lazy) thanks
  14. Paul Alexander

    Search Bar Customization

    I realise that this is an old post, but has there been any more thought on customising the Search bar in the portal please? I've just been asked the same question by someone who completely missed the search bar when they logged in to the portal for the first time. thanks
  15. Hello I've seen this mentioned before, but I can't get this to work... I'm trying to come out of a nested parallel process, into an automated task, then to the 'outer' nest of the process. I did have it working without the Automated Task, but as soon as I add the task, it breaks. (I'll add pics as I know this makes no sense!) this works: This doesn't: I've seen on other messages that you have to change the 'order' that you connect the nodes in, but I can't get it to work at all. Any ideas please? thanks
  16. Paul Alexander

    Problem with nested parallel processes

    What I've found is that these Parallel Processes seem to be fine when you first set them up...the problem seems to happen when you try to ADD something afterwards, and when whatever you're adding is outside and inner process, but inside the outer one which, as @Dan Munns pointed out, suggests that there's some sort of tracking going on which doesn't get updated when you add a node.
  17. Paul Alexander

    Problem with nested parallel processes

    haha...thinking about it that does make more sense......soz guys! service-request---hr---new-starter-casebook.bpm.txt
  18. Paul Alexander

    Problem with nested parallel processes

  19. +1 for this request please. As @Dan Munns mentioned I was sure that I'd requested this a long time ago, but I can't find that request either! Anyway, being able to add the 'default' forms as fields to an existing form would be a great addition I think EDIT: Found the request I was looking for here:
  20. Hello Is there a way of setting it so that, if someone decides to give us one or two stars on their feedback, then they HAVE to make a comment about what's gone wrong? We're more than happy to get a 5 star review and for people to not have to comment, however, if they give us one or two stars then we'd really like to know what went wrong. I know I can make the question option mandatory or non-mandatory globally, but can this be streamlined so that we only ask for this if people are unhappy? thanks Paul
  21. Paul Alexander

    Change title of columns in Reporting

    Hello Didn't there used to be a 'rename' option when selecting columns in reports? I'm sure it used to be there, but I can't see it any more...and ideas please?
  22. Paul Alexander

    Change title of columns in Reporting

    At the risk of sounding like a smart-ar5e I reckon people WOULD use it if they knew it was there! I can't see any mention of it in the Wiki anywhere......jus saying!
  23. Paul Alexander

    Change title of columns in Reporting

    Cheers @Steven Boardman that works a treat. Has that option always been there?! I'm sure I've never seen it or heard of it before....... thanks
  24. Paul Alexander

    Change title of columns in Reporting

    @Victor it's all yours..............
  25. Paul Alexander

    Change title of columns in Reporting

    I was referring to the Data Source in the list of reports: These do seem to have 'SQL Scheme Designer' set as the 'report using' value: They all seem to be the same, so would you still like me to download a definition file and send it to you? thanks
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