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Ehsan last won the day on May 21

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About Ehsan

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    South Ruislip, London

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  1. @Paul Alexander, The subscription model for Services in Service Manager requires teams to support services. This is then reflected on whether or not a member can access and action on the Requests against a given service. By allowing members of a role to support a service, terminologies aside, the subscription model will go through significant changes. On the Assignment front, if a Request is assigned to a role (rather than a team), which team would the Request get assigned to? Consider an example where members of a role belong to different teams. This then affects how reassignments are tracked, where new owners and teams of a Request are recorded, which in turn will affect any reports or measures that you may have. For the Requests that are assigned to the member who's leaving - As long as the new member is a member of their team, they should be able to view their Requests and assign it to themselves. Through Co-workers menu in Hornbill (https://live.hornbill.com/[instanceId]/coworkers/) - The new member can search for the Co-worker who's leaving and via Service Manager tab in their profile, they can see the Requests that are assigned to the user. Alternatively you could create a View based on the Requests that are assigned to the leaver and then share it with your team or the new member - This helps to track those Requests either. Another way around it could be to add the new member as a Member of those Requests that are currently assigned to the leaver. If you enable "guest.app.requests.notification.notificationType.membersRecipient" application setting, the new member will receive a Hornbill and email notification for those Requests, so they can go into those Requests individually and re-assign the Request to themselves?
  2. @Shamaila.Yousaf Could you assign the Service Desk Admin role to yourself and then give this a try?
  3. @Dan Munns, Instead of invoking logRequest method, I would advise you to refer to the methods below (depending on the Request type you intend to raise)... https://api.hornbill.com/apps/com.hornbill.servicemanager/Incidents?op=logIncident https://api.hornbill.com/apps/com.hornbill.servicemanager/ServiceRequests?op=logServiceRequest https://api.hornbill.com/apps/com.hornbill.servicemanager/Problems?op=logProblem https://api.hornbill.com/apps/com.hornbill.servicemanager/KnownErrors?op=logKnownError https://api.hornbill.com/apps/com.hornbill.servicemanager/ChangeRequests?op=logChangeRequest https://api.hornbill.com/apps/com.hornbill.servicemanager/Releases?op=logRelease These methods will automatically kick off logRequest and logRequestBPM, so you don't have to chain the APIs in your code. By providing serviceId to any one of these methods, the Business Process that is associated to the supplied Service will be spawned, otherwise you can override the Business Process used via bpmName parameter. Hope this helps. Ehsan
  4. What's Fixed PM00156309 - Custom Field value in Progressive Capture is not updated if set more than once. You can now remove this restriction via 'guest.itsm.progressiveCapture.overwriteCustomFieldValue' application setting.
  5. Hi @Alisha, @BobbyB, The icons that are presented to you come from Font Awesome. The supplier allows you to upload your own icons but this does come at a cost unfortunately. https://articles.fortawesome.com/missing-an-icon-want-to-add-you-logo-25cc91431f4 Ehsan
  6. What's Fixed PM00156237 - When a contact's organisation is changed, this is not reflected in a newly raised Request for the contact PM00156258 - Timeline entry contains incorrect Date/Time format when a task is completed PM00155760 - Revamped Priorities tab in Service Portfolio to improve ordering of priorities list
  7. Hi @dwalby, You can use Custom Expression to determine whether or not the stage has expired. Within the Custom Expression, you can add a check on Stage Expired variable that is returned by the Automated Task. There is a documentation on Custom Expression in the link below. https://wiki.hornbill.com/index.php/Custom_Expression_Builder Hope this helps. Ehsan
  8. Hi @Jeremy, Apologies for the inconvenience that this is causing. We believe this is related to a query for an enhancement to the Subscriptions area in Service Manager. As the Subscription model in a Service can get hierarchically complex and depending on the number of Services that a user supports , the query may perform slower than expected. As we know the cause, we are reviewing this and hence aiming to rectify this as soon as possible. As the infrastructure is shared across multiple Hornbill instances, your instance as well as a couple of other instances are impacted. This should get back up soon as the traffic on the database server lessens. As mentioned, we are looking into this. Thanks, Ehsan
  9. Hi @chriscorcoran, Thank you for bringing this to our attention. We have identified the cause and this will be addressed in the next Hornbill Collaboration build; please look out for the next Hornbill Collaboration build in the Announcements section. FYI, square brackets in the Wiki are used to format a date & time value based on your Profile's Regional Settings. Please refer to "Date Formatting" section below: https://wiki.hornbill.com/index.php/Wiki_Markup Thanks, Ehsan
  10. Hi @Martyn Houghton, I have added code to enable the Phone Action for Change Requests. This will be available towards the end of this month. Ehsan
  11. @Martyn Houghton, I have added alphabetical order to the Category drop-down list. This will be available towards the end of this month. Thanks, Ehsan
  12. Hi @SJEaton, The development team have added code to wiki markup to cater for the DATETIME value that is returned by custom22 and other DATETIME fields. In the next Hornbill Collaboration build, if you wrap the value in custom22 in square brackets, it should show in the UI as your Profile's format. As below: [&[global["outputParams"]["custom22"]]] Thanks, Ehsan
  13. @Martyn Houghton, The styling in the Customer Portal is supplied by Hornbill, hence the font is hard-coded to a default value. I'm not sure if you could redirect the styling as it's delivered via a framework compiled file. Ehsan
  14. Hi @Martyn Houghton, Unfortunately it is currently not possible to change the font in the Customer Portal. As we're continuing to grow the Employee Portal and carrying out some major work to refresh the Portals, there will be no enhancements to this area until further notice. Thanks, Ehsan
  15. Hello Everyone, The latest build of Hornbill Service Manager (1480) has been released to live. Change Log for this release are as follows: New New operation called 'Entity > Requests > Update Request > First Time Fix' to set a Request's First Time Fix following it's resolution based on configured conditions. Please refer to 'First Time Fix' bullet list in this Wiki page for more details -https://wiki.hornbill.com/index.php/Service_Manager_Business_Process_Workflow#Update_Request.{CH00120464} New reports added to 'Satisfaction' category in Service Manager's Reports module to help analyse Customer Feedback and ratings. Please refer to this Wiki page for details on enabling Service Manager Reports - https://wiki.hornbill.com/index.php/Service_Manager_Experimental_Features#Service_Manager_Reports.{CH00128897} You can now subscribe sub-groups of a subscribed organisation to a Service. This can be enabled through 'com.hornbill.servicemanager.services.subscriptions.allowSubgroupsInclusion' setting. Please refer to this Wiki page for more details - https://wiki.hornbill.com/index.php/Subscribers#Subscribing_Sub-Groups. {CH00141945} You can now export the list in the Assets view. Please refer to 'Export Assets' bullet list in this Wiki page for more details - https://wiki.hornbill.com/index.php/Manage_Assets#Asset_List. {CH00153931} You can now configure Service Level escalations to post Hornbill notifications. Please refer to this Wiki page for more details - https://wiki.hornbill.com/index.php/Escalation_Actions. {CH00144902} Changes Improvements to the time picker when placing a Request on-hold. {CH00155360} Provided paging on the Asset form in Progressive Capture. Please refer to this Wiki page for details on Progressive Capture forms - https://wiki.hornbill.com/index.php/Progressive_Capture_Workflow. {CH00154461} Fix Error when the BPM attempts to assign a Request to a team that was updated at the same time. {PM00154834} Authorisation action does not open automatically when highlighted by the business process. {PM00155027} Service subscriber id field is smaller than the allowed id for system group entries. {PM00155095} 'Wait for Status Change' BPM operation does not return a Request's status when stage has expired. {PM00155125} Long titles and content can exceed form width in a Request's Questions section. {PM00155277} Request list fails to format Custom fields 21-30. {PM00155312} Date picker question answers display a day early for users west of GMT. {PM00155294}
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