Steve Giller

This would be a use case for upgrading to Authorisations, which could be configured so that they could be actioned by a Team Member and the Workflow could respond to that by, for the example above, creating a new Authorisation for the backup Approvers.

You cannot "force" a Workflow past a Suspended state. I would suggest having a shorter expiry time, if the waiting for the expiry is what's annoying your customer(s).

I believe you will need to specify "Run As" in Windows Task Scheduler to be the same Windows account as the one that set up the Tool from the command prompt.

The fix for this error is detailed on the Troubleshooting page of the documentation.

The only thing I can think of is that you've specified a from address with a "." in it - is that actually the case? The above would match "firstname.surname@abc.com" but not "fullname@abc.com"

The critical information is on the Authentication sub-page. The database connection is held securely in the KeySafe (referenced by the keySafeKeyId) There is no longer any storing of connection data in the json.

As mentioned above, the fix for this will be in the next Core UI (>=2088) release. The current Core UI release is 2087

That looks like an outdated format for the config file to me. I would suggest reviewing the Hornbill Documentation site, ensuring that you have downloaded and configured the latest version from Github, and posting any remaining issues here. The first line of the logs will indicate the version - the json above looks like a version 3 config, this has changed significantly for version 4.x particularly in the connection area.

At the simplest level, adding a Waste Bin lane to the Board would simplify manually removing Cards that are attached to Cancelled Requests.

There is an Owner parameter in the Human Task node, the Owner is something you can control there.

If you mean you're signed in as System Administrator that might need looking into. (and I hope that's purely to test this issue - the System Administrator account shouldn't be used except for troubleshooting.)

The rules for reassigning Tasks are detailed on the wiki page, under the Re-Assignment Rules section.

There is no setting to receive emails for Mentions - these are designed for communicating within Hornbill. The options available for Mentions are the notification within Hornbill and Desktop notifications from your browser.

If it's a Request Category, you build it under "Request" or for a Closure Category, you build it under "Closure" To ensure only the Coding Tree category (and its sub-categories) are used for a Service you filter using the Request/Resolution Category Level as appropriate. Then you will see the relevant Profiles on the Request Category Action: and Resolution/Closure Category Action:

If you're referring to the Advanced Filters on the Request List View, then for specific fields (Summary and Description - I'm not sure of any others off the top of my head) having 2 filters will be treated as an "OR" condition:

Just being pedantic here but, in the context of ITIL, if the affected Customers are waiting for you to fix it ... shouldn't the requests be Open? On Hold is when you're waiting for the Customer.

A developer may be able to correct me here, but my understanding is that Mentions are not Application functionality, they are Platform, and as such you will get an email for every mention, wherever it occurs; this will not be restricted to Timeline entries.

This has been marked as a defect, Reference KE00180439.

The values in the list cannot be changed, but you can easily hide the whole dropdown from the form if required.

@Andrew Parsons Devices are not Assets - these are mobile devices you have connected to your User Account in order to use the Mobile App on them. What happens if you remove yourself as the Asset Owner and User, and then re-add yourself?

After testing, simply removing the caret worked fine in my Instance. Also, I noticed on a second look that the "pipe" after the period was redundant as well - it wasn't breaking anything, it was just pointless.

I think this is because your REGEX states "A line of up to 255 characters" and the input is "Two lines, not exceeding a total of 255 characters" so I'd suggest removing the initial caret.

Yes, this is as designed; in the same way that when an Analyst raises a Request from a Workspace Post it has the source of "Post" the Linked Request was raised from another Request, so has that as the Source. If you think of the Source as "from" and not "by" it should be clearer.

The Log New Request node returns the Reference of the new Request. You can use that variable to put the Reference of the original Request in the External Reference of the new Request. Once the new Request's Task is completed, you can use its External Reference to put the outcome of the Task into a Custom Field on the original Request. I think that would be the most efficient way of achieving this.

A source of "Post" means that the Request was raised from a Workspace post. A source of "Request" means that the Request was raised by another Request's Workflow, so they would not be raised by an Analyst and would not have that as a source.