dwalby

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?

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

@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>

@Deen also fails in CSV format

Hi @Deen - it's in XLSX format as the customer has requested in Excel format, I'll give XLS & CSV a try though. Yes, it's writing to an already existing document. Also worth noting, it works fine when running it manually.

@James Ainsworth this is great to know, wish I knew this before! Where you say "you may need to create a temporary Progressive Capture script that creates a request without a service" would this essentially be a case of either temporarily changing the default 'new change' progress capture? Or creating a entirely new one and changing the setting for the default progress capture for change requests? Do you have any further guidance on how to do this please?

Hi all, I've created a report and set it to a schedule which publishes to a document, for some reason however this appears to be failing: I've checked the document permissions against another scheduled report document that IS working but cannot see any obvious differences. Is there something else I need to be looking at? Thanks in advance

Finally got round to testing this, but unfortunately does not work as a workaround - the request just shows the red (re-open) and green (close) buttons on the service portal. Is there any other way around this? It's a difficult balance to achieve. We need to allow a customer sufficient time to re-open a resolved request (we have it set to 7 days before auto-closure) but also want to obtain feedback almost immediately after resolving whilst their experience is still in recent memory and to ensure we get maximum feedback responses. Waiting 7 days for the request to auto-close will likely result in minimal responses.

@Paul Alexander not sure if it helps, or if this is the best way to do it, but I have the below setup: When raising a request, entering the customer name and selecting our Employee & Account Services service, an analyst can click the Reset/Unlock AD Account catalog item which automatically logs/resolves a call with the appropriate profile, etc.

Hi all, As per the below screenshot, I'm trying to send an escalation e-mail to the Service Desk team specifically for when a New starter request has not yet been picked up by an analyst. To do this, I've added a Wait for request owner node with an expiry (of 5 minutes for testing purposes), followed by a decision to e-mail using a gotoif failure, or continue on no match, but it errors at the point the Wait for request owner expires. I was expecting there to be an expired option in the drop-down below, but it doesn't appear. (It does appear if using the Wait for status change node however) Am I missing something here or is there an alternative approach to this? I believe escalation may be possible via SLA triggers etc, but we use global SLAs for all services which if I understand correctly wouldn't therefore suit the use of a bespoke e-mail to inform the service desk that a new starter request requires attention. I hope I've made sense here Thanks in advance

Hi all, Just wondering how you all present your response time SLA KPIs for requests raised from email? Currently, we have emails that get sent to the inbox within Hornbill, the response timer only starts once the request is raised as per the business process. If however a email has been sat in the inbox for several days, then raised as a request the response SLA may indicate that we've met the response SLA, despite us not actually responding for several days until the request was raised. What approach are people using when creating performance reports etc? Thanks in advance

+1 for Paul Alexander's suggestion

@Victor - Yes, I've also tried making a minor amendment then saving the PCF and then refreshing/logging out.

Hi all, Is there a reason the 'new known error' Progress Capture does not appear in the Variable Picker > 'Custom PCF' list? Thanks in advance

@Josh Bridgens I've been there don't worry! You'll get there

+1 for this

@Martyn Houghton did you ever have a go at implementing something like this?

@Josh Bridgens I kept our Services high-level as having too many causes the 'Where do I go from here?' effect for customers. As mentioned by Martyn you can add Catalogs for more granular offerings. Getting the top-level services and underlying structure understandable to the customer is essential. In terms of the below are you asking what 'Service' it would be logged against?

@Steven Boardman just to clarify, once the below settings are enabled what would happen if you have multiple escalation actions? How would you suggest setting this up if we wanted an e-mail to be sent when an SLA changed from P2 for P1 for example?

Thanks @James Ainsworth I'll speak to our Infrastructure team and ask if they can adjust their alerts accordingly.

Resolved

@Victor - yes sorry, including on-hold

Hi all, Is there a way to create a report that shows the total amount of time a request has been open for? Thanks in advance

@Steven Boardman - sorry to tag but hoping this is something you can advise on? I'm keen to begin capturing customer feedback but want to ensure it's requested in a timely manner. I did wonder if as a workaround it'd be possible within a BPM to? Set Status to Resolve Set Status to Close (Send customer feedback request) Set Status to Resolve again with, suspend on status change/7-day auto closure

Hi all, We use PRTG as our IT monitoring system which is setup to alert in the event of any components hitting defined triggers. Once triggered it is currently set to e-mail the address within Hornbill. I've then setup e-mail routing to automatically raise incidents for anything from PRTG. Problem is we sometimes get multiple alerts for the same thing. I know it's possible to automatically update requests when they contain a reference for example but wondered if something similar could be achieved in this case also? Below are some example duplicate incidents.