[Kicking off Business Process]

Hi Lee,

That's great news thanks. 

We should definitely look to improve this as it's not completely obvious whether to specify the process id or the process name (and what each of them are) here. I will raise this with our development team internally.

 

Regards,

Alex

[Kicking off Business Process]

And here it is in the business process design editor: 

[Kicking off Business Process]

Here is the business process displayed in the business process list view: 

[Kicking off Business Process]

Hi Lee,

From what you've said I can't see that you're doing anything wrong... 

Can you check one thing for me; the name of the business process in the setting may be different to the name of business process itself (all lower case and separated by dashes) 

 

Regards,

Alex

[Ticket Assigment hyperlink not working]

Hi Tony,

You will need to modify the link in each email template. To access email templates, please choose System >> Email >> Templates from the Admin tool.

Regards,

Alex

[emails - auto move email to folder]

Hi Kelvin,

Yes this is entirely possible. When defining your routing rule, simply enable the 'Use Mailbox' flag and then just select your target mailbox/folder to move the email to.

Regards,

Alex

[Linking calls]

Hi Ben,

There is an automated bpm task that allows you to update linked requests. If this is included as part of your business process you can specify which linked requests get updated. The use case here is if I have a problem record. When the problem gets resolved all linked incidents automatically get updated.

Currently there is nothing to automatically close linked requests but that's not to say that it can't be done in the future.

Regards,

Alex

[Automated Task - Place On Hold]

Hi Matt,

There was an issue with the input param 'Update Timeline'. This should be a fixed list of options 'Yes' and 'No'. The length of the text entered here in your screenshot was causing the problem as it was not being handled. This has now been fixed and will be available in the next service manager release.

Regards,

Alex

[Automatically add Change Requests to Change Calendar]

Hi Tony,

Currently there is no way to automatically add change requests to the change calendar. They must be scheduled by using the scheduling action on the change requests themselves (there is a bpm automated task to suspend and wait for scheduled dates in the change process). There are possible plans to include both a 'scheduled dates' progressive capture form and an automated bpm task to add scheduled dates in the future, however there is currently nothing planned in the next 90 days.

Regards,

Alex

[Deleting a service]

Hi Martyn,

Yes it is. If you go to the services landing page and hover your mouse over one of the services you will see a trash can/bin icon appear on the right hand side. Clicking this (and providing confirmation) will remove the service.

Regards,

Alex

[What role is required for users to create boards]

To be able to access boards from the left hand menu, a user needs to have been assigned the role 'My Boards'. Your Hornbill administrator can add this role for you.

[Increase attachment size upload limit]

Yes there is. It is a system setting called communications.maxfileUploadSize which can be accessed via the Hornbill Admin Tool. The default is 10000000 bytes (10mb)

[Notifications can be sent to either individuals or teams]

Hi Gareth,

Yes, guest.app.requests.notification.notificationType.assignment is the setting for controlling individual assignment notifications.

You are correct when you say this is only for the assignment of requests.

There are plans to do many things in the future with notifications but this was a particular one that we were receiving a lot of requests for from multiple customers.

Regards,

Alex

[Notifications can be sent to either individuals or teams]

Hi Gareth,

The settings are on page 4 of the Service Manager application settings which can be accessed through the Admin Tool.

The 2 settings you are looking for are

guest.app.requests.notification.notificationType.assignment

and

guest.app.requests.notification.notificationType.assignmentTeam

Regards,

Alex

[Automated Task - request new team.]

Hi Kelvin,

The issue with the bpm operation 'Wait for New Request Owner' has now been fixed and will be available in the next release of Service Manager (2.25x)

[Change request priority]

Further to that, there is an automated task available in the Hornbill Business Process Designer which allows you to suspend the business process until a priority has been provided:

[Change request priority]

Hi Graham,

There is an action on the request view itself to set the priority. The actions on a request are configurable by service. Is it possible that the 'escalate' action is disabled for the service your requests are being logged against?

Regards,

Alex

[Contacts not in hornbill]

Hi Gareth,

We have the following change request scheduled to be completed in the next 90 day development window:

As a Support Person I want to add a new contact in progressive capture (CH00136899)

Regards,

Alex

[Change letter case for variables values in email templates]

Hi Gwynne,

If you change the first letter of the variable to a capital this should then come through as uppercase. For example instead of

{{.h_summary}}

use

{{.H_summary}}

Regards,

Alex

[Site field not populated when raising a request]

Hi Ben,

There is an option within the business process engine to automatically set the customer's site against the request. Maybe this is what you are looking for?

Regards,

Alex

[Latest Changes]

Hi Gwynne,

To enable notifications to analysts after updates to requests via the portal you will need to enable the service manager application setting. This can be found by navigating to the service manager settings in the Hornbill Admin Tool. The setting is located on page 4 and is called guest.app.requests.notification.notificationType.portalUpdate.

Regarding the fix to the request list, it is only possible when building a custom view to select teams that you are a member of. What was happening before is that if you created a view that included a service that you support but you were not a member of the team that the request was assigned to then you could not see it. This has now been fixed.

Regards,

Alex

[Auto Assignment to Logging Agent]

Hi Kelvin and Martyn,

Currently there is no concept of an analyst having a 'default team' in service manager (as they may be part of more than one team). To that extent the business process engine does not know which team the request should be assigned to as it's not possible to assign a request to an owner with no team.

If you change the 'Team' input variable to manual (M) you will be able to search for and select a team. Of course, if the analyst who raises the request is not a member of the team specified then the request will just be assigned to the team. If they are a member of the team specified then the request will be assigned to them (in that team).

Regards,

Alex

[Searching for requests in Hornbill Service Manager]

Hi Gill,

Thanks for your post. Just so I understand correctly, are you looking to search a specific request timeline rather than a list of the requests themselves?

Alex

[Customising Hornbill email templates]

That's superb, thanks very much.

[Customising Hornbill email templates]

Hi,

I am looking to customise the email templates that are used in a Hornbill Business Process, however I don't know where to find them in the User App or the Admin Tool. I'd like to add company logo's, images and text and was wondering if anyone could point me in the right direction?

Thanks,

Alex