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Ehsan

Hornbill Developer
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Ehsan last won the day on November 8

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About Ehsan

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    Senior Member

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    Male
  • Location
    South Ruislip, London

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  1. Hi @Lyonel, I'm sure I've given you many Service Manager gifts in the past but consider this one your Christmas treat... Fixed in the next Service Manager build, due to be made available on Monday 17th. Thanks, Ehsan
  2. Ehsan

    Single Sign-On stopped working

    Hi @AndyHodkinsonPrincesIT, As your Organisation is subscribed to our Premier Success plan, could you kindly raise this with our Support function? Our Support function will ensure that availability issues are dealt with promptly. https://wiki.hornbill.com/index.php/Premier_Success_Plan Thanks, Ehsan
  3. Ehsan

    Error on closing requests

    @m.vandun, This is now available in Service Manager Build 1393, please the App on your instance. Thanks, Ehsan
  4. Ehsan

    Error on closing requests

    @m.vandun, Thanks for confirming. There is a fix available for this, I will let you know as soon as this is available through a Service Manager update. Thanks, Ehsan
  5. Ehsan

    Editing a failed Business Process

    Sure, will do @HHH @dwalby
  6. Ehsan

    Editing a failed Business Process

    Hi @dwalby, You should be able to rectify a failed Business Process against a Request, by editing an instance of it. I can walk you through the process. 1) You'll need the Business Process Id for the Request. You can achieve this by running query below: SELECT h_bpm_id FROM h_itsm_requests WHERE h_pk_reference = 'INSERT REQUEST REFERENCE HERE' 2) Enable the setting below in Admin Tool (https://admin.hornbill.com/[YOUR INSTANCE]) > System Tile > Settings Tile > Advanced Tile: experimental.feature.bpm.allowinstanceediting 3) Access the option to look-up an active Business Process instance. This can be found in Admin Tool > Hornbill Service Manager Tile > Business Processes Tile (Refer to the arrow in the screenshot below): 4) Copy the Business Process Id that you retrieved in Step 1 and paste it into the designated box: You should now be able to see the Business Process for the Request by clicking on the Edit Process option in the next pop-up. At this point, you need to locate the Human Task (or a broken Node that is highlighted in Red), un-check the option and then save and restart the instance (As illustrated in the screenshot below): You can now attempt to complete the task once again, through the Request page. If this approach doesn't work, you'll have to cancel the Request unfortunately and raise it again. Hope this helps. Thanks, Ehsan
  7. Ehsan

    Error on closing requests

    @m.vandun, I assume that the node "2 stage closure - watchen op change" is Entity > Requests > Suspend > Wait for Status Change automated task and the Decision node is using "Request Status" through the Variable Picker to determine the route?
  8. Ehsan

    Error on closing requests

    Hi @m.vandun, I'm guessing you have a Decision node after Wait for Request Closure automated task. Could you please provide us with a screenshot of what that looks like and what the expression is based on? Thanks, Ehsan
  9. @Martyn Houghton By the way, Catalog is the 2nd item in your screenshot. Also, apologies for the late reply, I was away yesterday. Ehsan
  10. Hi @Martyn Houghton, I have tried a similar set up and it works OK for me. Against the Completed outcome, I added a new field called Choose a Catalog. Although in Choose a Catalog capture field, I have set up a Static drop down select box. The values are inline with the Catalog names against my Service. I then used the Variable Picker to populate Catalog Item option in Entity > Requests > Log Request > Log New Incident automated task and I can see Choose a Catalog field? Maybe try to refresh the browser after you've added the custom outcome and then check if it appears in the Variable Picker. I have attached my example Business Process, in case if it helps? simple-2.bpm.txt
  11. Ehsan

    My Dashboards, error creating new chart

    Thanks @Patrick Walker, @Giuseppe Iannacone As pointed out above, if you have customised Roles for Service Manager features, you'll need to grant the database right to h_sm_dashboard_charts. Ehsan
  12. Ehsan

    My Dashboards, error creating new chart

    @Giuseppe Iannacone What roles is your user assigned to in the Admin Tool? This can be found in the Admin Tool (https://admin.hornbill.com/[INSTANCE]) > "Organisational Data" Tile > "Users" Tile > Click on the user and scroll to Roles section.
  13. Ehsan

    Who is online?

    @lokent @Martyn Houghton - We had a look; the Filter option in Co-Workers view filters the users list by first name, last name, team name or site name. So if you type in a team name in the filter box, the list will be filtered to only show users that are associated to the search term.
  14. Ehsan

    My Dashboards, error creating new chart

    @Giuseppe Iannacone Do you get this error when you attempt to add a new Chart to a View (i.e. by clicking the SAVE button below)?
  15. @Martyn Houghton, This is being investigated. Unfortunately it's not a quick turnaround, as introducing an option to automatically populate Team option may impact Assign to Owner (Variable) Automated Task, which will be considered a change in behaviour given that some Business Process designers may set the Team option to Auto rather than Ignore. We may have to go down the route of providing a new Automated Task to allow a Business Process designer to set the Team option using the Variable Picker. We'll report back once when we have determined the route we're going to take to get around this. Ehsan
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