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dwalby

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Posts posted by dwalby

  1. Hi @Steve Giller - different procaps for each change - I'll give it a try on the ProCap and let you know. Thanks!

    33 minutes ago, Steve Giller said:

    Are you using different ProCaps for each common Change, or a single, generic one?

    If the former you could just pre-populate that field and mark it as 'read only' and not mark it as 'visible on the form'

    If the latter you could do the same, but you'd need to branch on a value collected previously to ensure you went via the correct form to populate the field with the text you want.

  2. Hi all,

    Is it possible to update the built-in Change Request fields (e.g. h_implementation_plan) during BPM?

    I'm trying to put together catalog items for common Change Requests (e.g. Windows Updates) that always have the same implementation plan. I'd therefore like to create a BPM that has pre-populated implementation plans, justification, etc. but I can't see how to do this?

    It can be done during progress capture:

    image.thumb.png.15f00380f0adaf62790b38a5a6a32b9c.png

  3. Interested in this also.

    We have an extensive range of Known Error records and FAQs but I do not think these are being fully utilised due tot he fact they're only presented to the analyst during progress capture, not after the incident/request has been logged. 

    Could we have an update on Knowledge Centre development in general please?

  4. Hi all,

    Is it possible to schedule Service Requests (or any request types) and have them reoccur? We need to perform an audit action twice a year with specific checks which I'd like to capture within a BPM/workflow with associated tasks.

    I'm aware this can be done with tasks/activities but can't see anywhere it can be done for requests?

    Thanks in advance

  5. 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

  6. On 6/28/2019 at 10:01 AM, Logan Graham said:

    @Gerrythanks for the reply, yes I think you are right might of got my wires crossed, PRTG is done behind our firewall so this would make sense as it has a physical server, might have to look at other ways of doing what I want or possibly wait till ITOM is up and running and see how it works fully. As for what I am trying to achieve PRTG is a monitoring tool that checks out infrastructure and basically we have to manually log in to PRTG and check sensors if they are down etc. So what I was looking to do was to have it contact Hornbill log a ticket when a sensor is down and then acknowledge the alarm automatically with the ticket number. The logging of a ticket in Hornbill is easy as I can just get it to send an email to Hornbill and auto raise but its the auto acknowledging part that it something I cannot do. 

    Thanks again,

    Logan G

    +1 for this exact functionality

  7. 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?

     

    image.png.91956ad3b955008f1301591ea3e755c3.png

    Thanks in advance

    • Like 1
  8. 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) :

    image.png.b1b1b265df32e9145c7a110deff57d8a.png

     

    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

    image.png.530a00e14874ef261f26362b03f7d3c2.png

     

    Any help on this would be appreciated

    Thanks in advance

  9. @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?

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