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  1. I apologise for how basic a query this is. While looking at our business processes I have noticed that with our non standard changes a due date is being added to the activities which is set to be completed in 48 hours. If I were to change this to 2 days is that 2 working days? If it is two working days does that account for Bank Holidays? I have tried looking in the Wiki and not put my finger on the answer to this one. The concern we have is that changes may be submitted on a Friday and not seen until the Monday by which time 48 hours will have passed so defining working days would be preferable. Many thanks
  2. Hello I would like to use the functionality of Activities in tickets, the process of setting them up seems simple enough the think I do want to know is the email notification part, How to I sent this up? Where does the template live? How do I assign the template to be used for Activity notifications?
  3. Is there a way to show your activities and request that are assigned to you or your team? We don't think that there is a way to do this but wondered if there was anything in the change backlog to accommodate this? We have analysts that want to be able to see both of these things in one view.
  4. Hi, we've got some staff who have left/moved and I need to remove their user license, but it says they have tasks assigned to them. How can I get a view of their assigned tasks and what requests they are on to get the tasks completed/reassigned please?
  5. Hi, Can you advise if there is a way to bulk cancel a team's old activities that have been created by a Scheduled Job? ie not relating to any requests. One of our teams has well over a 100 activities showing as needing actioning, that they won't be progressing. Going forward I can cancel the Scheduled Job to stop more being created, but reluctant to have to go into each activity individually and cancel each one. Many thanks, Neil
  6. Apologies, I know this applies to the activity list rather than Service Manager. If you are listed as a line manager in the user properties, you are able to see that person's activities via My Activities. However, if the staff member you are managing manages others, you cannot see those staff members' activities as well. Is this designed behaviour? If so, is there a way for a manager to view the activities belonging to every staff member that they are responsible for (i.e. all staff members that are below them in the structure)? Thanks Lauren
  7. Hi If you complete an activity that is assigned to someone else, it doesn't note that on the timeline entry when the task is completed. It just says 'Task X was completed by Person X' (Person X being the user that has completed the activity). It doesn't give an indication as to who the task was assigned to in the first place, or who the task has been completed on behalf of. Are there plans to add this at all? Lauren
  8. Hi, Apologies if this is a silly question, but is there a way to configure a business process to raise two or three activities at the same time? We have some business processes that will require work from multiple teams, at the same time (i.e. one team's work isn't reliant on another team completing their activity). Thanks Lauren
  9. Hi We utilise activities largely, whether they're generated from business process, or raised from assets, or even raised without a linked entity. We cannot see a column in the "My Activities" area that lists who the requester or creator of the activity is. Is there a setting I can enable to amend the columns available in the "My Activities" list, or is it not possible ? Thanks Lauren
  10. Hi Is there a way of amending the outcome of an activity at all? We have some activities that are generated as part of business processes, but the outcome doesn't influence what happens next so wouldn't necessarily impact anything that happens after. Thanks Lauren
  11. I need to give my 1st Tier team the permissions to edit and complete activities on requests they have access (i.e. they support the service) to but are not the owner. I can do this as a system admin but only want to give them the permission to do this not everything else. Cheers Martyn
  12. Morning all, My apologies if this has been raised before, I wasn't able to locate it via a quick look. We have a number of reports running to give us figures on tickets being resolved/closed etc by various teams and individuals however it would appear activities are not recorded in these figures. Is there a way to report on active/resolved/closed activities within Service Manager? Many Thanks
  13. we rely on Activities and use the to request other teams / roles take action for a Request. we've noticed that Currently Users can see the Activities are assigned to their Team / Role however when an Activity is assigned to an individual user the viability of it is lost. Please note: one exception to this rule is the user's line manager (set in user's Hornbill profile) - they can see and have the option to to filter on Activities that belong to their subordinates. Could a similar principle be applied to allow team members to see the activities assigned to other individual users that are a member of their Team? I've attached two screenshots as examples. The first is when i'm set as my colleague's Line Manager and i can see their tasks. The second is when i'm not set as my colleague's Line Manager and i cannot see their tasks Thanks, Jamie
  14. Hi Would it be possible to add 'run quarterly' as option when scheduling activities? thanks Darren
  15. Hello, I think we have an issue with custom category outcomes in our instance; they used to work fine but now just offer a single option of "Complete > Done". Any chance someone could help us out to find out why? Thanks in advance! Tom
  16. We have a number of daily, weekly and monthly tasks to complete as part of our BAU. Is it possible to setup a calendar view in My activities for reoccurring tasks like these?
  17. I'm wondering if I add 'Collaboration user' to the access of some 'basic' users, whether they then would be able to authorise via activities. At the moment, in the Service Manager bpm I can add an authorisation task, which full users receive an email notification, which they can click the 'authorise' button on. Would collaboration-only users be able to authorise that sort of authorisation task. Any thoughts....
  18. Hi all, I have been asked how an analyst can see the tasks assigned to them that are not attached to calls. We are currently using the scheduler api to generate a number of daily, weekly and monthly tasks, however once the task has been opened from the activities bar on the right it seems to disappear. Selecting 'My Activities' shows all activities ever assigned to a user / team and makes finding the ones which are still open / require attention more difficult than it needs to be. I am sure there is a simple fix but I can't work it out for the life of me. Thanks Dan
  19. We are just looking at testing Timesheet Manager in conjunction with Service Manager. Is there a way to set a default category and sub category on an activity within the BPM, so that the end user does not need to click on the timesheet category button unless they need to override it? Cheers Martyn
  20. Some of our support teams deal with mostly Activities (as apposed to Requests). We've noticed that when you create an activity via BPM you can set a priority against it (please see BPM_Priority - attached). If / when a BPM created Activity is created you cannot see the Priority that was set against it. Equally, when you raise an ad-hoc Activity (i.e. created manually from a Request rather than via BPM) you do not get an option to set a Priority. Are there any plans to enable the following: View priority against an Activity. Set a priority against an Activity. Thanks, Jamie (PSG)
  21. Hello, I'm aware we've raised a similar Topic regarding Requests however this is a more general. We use Requests and Activities to complete work. We've gotten to grips with Requests - in terms of views, filters, charts, dashboards etc. On the whole things are working pretty well and we like being able to create dashboard and views. We would really like to have the same functionality applied to Activities. For example, in the Request view you can select multiple filters in the same condition. i.e. i can select where Statue is not "closed", "resolved", "cancelled" however with Activities you have to add a condition for each status. This doesn't sound like a big thing but it's indicative of the additional functionality that Requests have over Activities. In general we'd like to be able to have the same features in Activities. Please let me know if you need anything else. Thanks, Jamie
  22. Guest


    Hi Is there a way to reduce the number of clicks that are required for an activity on a ticket? I am finding that I am having to make 3-4 clicks for an activity which is too much for us. Please can you help me Thanks Sonali
  23. Hi, could word wrapping be applied to the text in the Activities?
  24. Hi, If an activity is assigned to a team rather than an individual, how do members of that team know an activity has been assigned to the team? Is there a way that activity can show up in the request list for that team? Basically my change process is designed to generate an activity to undertake the work once it has been through approval process etc. However the activity will always be assigned to different teams depending on what work is required. I cannot see how to view an activity if your in that team. thanks lee
  25. Hello, I’ve noticed that I’m able to filter on “Assigned to” > “Role” (see attached) however other users are not able to filter by “Role”. It appears as though you have to be a member of the “Admin Role” role to be able to filter on “Role”. I've raised this as a support Request, they've confirmed this is correct and they suggest i raise a thread about it - please can all user be able to filter based on a role. e.g. Assigned to > is not > Role
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