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dwalby

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dwalby last won the day on January 10

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About dwalby

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  1. Hi all, Is it possible to add change requests to the change calendar during progress capture? Currently our BPM required the requester to populate the proposed start/end date, but this is not shown on the change calendar. It would be useful for us if all changes appeared on the change calendar, with an unauthorised status as soon as a change is submitted. Thanks in advance
  2. @Deen sorry to chase, do you have any further pointers on what might be causing this issue?
  3. Hi all, I'm beginning to build a knowledgebase using Document Manager and have begun tagging documents, ordering, categorising, etc. My vision is that when an analyst is working on a request, they can search for the knowledge they need directly within the request via the Link Document action. The issue I've found with this however is that the search is limited to Title/Description only. If you use the global search facility and select Document however it defaults to searching by tag. Is it possible to add the ability to search by tag when using the Link Document action? Thanks in advance
  4. Thanks @Steve Giller - looks like you're right, the requests are in a closed state when the customer has attempted to respond. Does autoresponder use a template to inform the customer that the request is closed if they attempt to e-mail in? If so, what is the template called?
  5. Hi all, I've just taken a look in the 'Failed' folder within my instance of Hornbill and found a number of customer updates which have not been applied to the requests, as below (I've removed the sender for security) : This appears to match the rule as below, so not sure why this is failing - I've also checked the recommended settings here: https://wiki.hornbill.com/index.php/Email_Routing_Rules Any help on this would be appreciated Thanks in advance
  6. @Steven Boardman I think this subject was discussed at Insights 19 as an upcoming feature - is there a timescale on when it'll be available, or a setting to enable it?
  7. @Steven Boardman thank you!
  8. @Steven Boardman @Victor @Gerry - Firstly, thanks for your time at Insights 19. Sorry for shamefully tagging you all but wasn't sure who'd be best placed to answer this. I noticed at Insights that Teamviewer now has a native iBridge option within Hornbill. Have there been any further developments on how to instigate a TeamViewer session from within a request? In theory could a custom button be added to assets to initiate the teamviewer session, as long as the teamviewer hostname matches a field from the asset?
  9. Hi all, Just wondered where to find the setting that was mentioned at Insights 19 which provides the ability to send a customer an e-mail when an analyst uses the Update Action within a request? Also what email template is used in this instance? I think @Martyn Houghton was also interest in this... Thanks in advance?
  10. Hi all, I use the SCCM import script to import domained assets automatically into Hornbill. One thing I've noticed however is that if the asset already exists (because an analyst has manually added the asset, prior to being joined to the domain for example) then the SCCM import script creates a duplicate asset. My understanding was that if 2 assets had the same serial number then data would be merged into a single asset. Please can someone advise?
  11. Hi all, I'm beginning to build a knowledgebase using Document Manager and have begun tagging documents, ordering, categorising, etc. My vision is that when an analyst is working on a request, they can search for the knowledge they need directly within the request via the Link Document action. The issue I've found with this however is that the search is limited to Title/Description only. If you use the global search facility and select Document however it defaults to searching by tag. Is it possible to add the ability to search by tag when using the Link Document action? Thanks in advance
  12. @Deen there's not much in there but here you go: Id Time Log 3664 2019-06-01 14:00:28 Scheduled XMLMC call success: <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="ok"> <params> <runId>3624</runId> </params> </methodCallResult> 3701 2019-06-11 07:25:30 Scheduled XMLMC call success: <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="ok"> <params> <runId>3656</runId> </params> </methodCallResult> 3702 2019-06-11 07:40:48 Scheduled XMLMC call success: <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="ok"> <params> <runId>3658</runId> </params> </methodCallResult> 3703 2019-06-11 10:00:41 Scheduled XMLMC call success: <?xml version="1.0" encoding="utf-8" ?> <methodCallResult status="ok"> <params> <runId>3659</runId> </params> </methodCallResult>
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