Jump to content

dwalby

Hornbill Users
 View Profile  See their activity

  • Posts

    559

  • Joined

  • Last visited

  • Days Won

    1

 Content Type 

Posts posted by dwalby

    Notifications on sub-status change not working

    in Service Manager

    Posted

    Hi all,

    Recently noticed that notifications within Hornbill are not triggering when a requests sub-status changes.

    For example, I just placed a request on-hold pending a due date of 9:20am, then navigated back to the request list. When 9:20am came a notification did not appear in my notification area, despite the sub-status of the request changing.

    From what I understand the notifications should derive from this setting here:

    image.thumb.png.6f6687816ee09020a2080f6043e0da8c.png

    Is there an issue?

    Thanks in advance

    High-Level Resource Estimation

    in Project Manager

    Posted

    @alextumber almost, however as we're looking to make resource estimations for projects 2 years in advance we won't necessarily know or have the tasks populated within the projects.

    Essentially we want to be able to make a very high-level resource estimation for each project to determine how much resource from each team is required to deliver a project, measured in FTE (Full-time-employee) time.

    High-Level Resource Estimation

    in Project Manager

    Posted

    Hi all,

    Does Project Manager have any capability to output a high-level resource estimation for projects?

    Currently we use an Excel document with a list of all our projects spanning 2 years, with a resource estimation (Number of Full Time Employees) committed next to each month. Could Project Manager, Advanced Analytics  and/or Reports be setup to do this?

    Thanks in advance

    LDAP Imports

    in System Administration

    Posted

    Hi all,

    I have a single LDAP import setup currently that pulls through AD account information into Hornbill, including Managers.

    For a particular department I need to exclude the sync of the Manager field, from what I understand this will require 2 LDAP imports. Does anyone have any guidance on how to achieve this? Presumably I'll need to exclude the departmental OU not requiring the Manager field from the master LDAP import, then create another that filters on the OU of the department excluding the Manager field? Are there any dangers running 2 LDAP imports?

    Thanks

    Link "Known Error" or "Problem" during ProgCap

    in Service Manager

    Posted

    Hi all,

    I know it's currently possible to mark incidents/requests as impacted during the Progress Capture process with the use of the Knowledge Management feature. Although this has it's uses, it doesn't seem to populate the Solution action with the workaround, instead this needs to be done manually by searching for and linking the Known Error/Problem once the incident/request has been logged. 

    Is it possible to automatically populate the Solution action item once a incident/request has been raised that has been marked as impacted during the progress capture? Alternatively, could the option to link the Known Error/Problem be added to the Progress Capture process?

    Thanks in advance

    Request - Send e-mail if priority escalated

    in Service Manager

    Posted

    @Victor @samwoo - I'm looking for an e-mail notification to automatically be sent part-way through the lifecycle of an incident.

    For example, we had what we though was a Priority 4 incident logged on Saturday, nobody else was working at the time, further investigation revealed that if unresolved it would impact a large number of users, the incident priority/SLA was therefore re-classified as a Priority 1. I'd like it to trigger the 'Major Incident' notification e-mail at this point.

    Can Connections View Requests?

    in Service Manager

    Posted

    On 5/3/2018 at 1:46 PM, Guest said:

    Hi @dwalby 

    You can't put conditional criteria such against a manager mapping currently. But you could run two import scripts - the first one for all users who should have the manager mapped, and the second one for the users who shouldn't (simply disable the Manager Lookup in the configuration for these ones). 
    You would split these groups of users up by either using the DSN and/or the LDAP filter attributes (e.g. in this import do not include anyone who is a Member Of the finance team)

    Kind Regards

    Bob

    Does anyone have any experience with running 2 x LDAP import scripts? Whilst we await the ability for connections to view requests I'd like to exclude a particular OU from getting the 'Manager' attribute mapped, so I can then manually set the manager within Hornbill, allowing one of the department operational managers to view all of the requests within their department.

    I even looked at changing all of our BPMs to facilitate this - changing the customer at the point it's logged, etc. but couldn't see a way of keeping the original request raiser informed of progress :(

    Dashboards Error

    in Service Manager

    Posted

    On 9/10/2018 at 1:26 PM, Mohamed said:

    Hi all, 

    A new patch release for Service Manager has gone out today (1322) this contains a few fixes for the charts which should address the issues that have been reported, including loading of charts and the re-ordering:

    Please let us know if you are still experiencing issues after updating the Service Manager app in your instance.

    Regards

    Mohamed

    @Mohamed Unfortunately I'm still having the continual "Loading" wheel when attempting to access my dashboard

×
×
  • Create New...