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  1. We exported some views for data analysis but it appears that something may have changed with the way it outputs the information: This was previously how it exported with the Categories laid out in full: now they have changed to a single word Has this changed with the latest update to the Service Manager where the column of Category has been added as a selection?
  2. We are currently working on a change that will slightly change the way that SSO works with Hornbill. Currently, when SSO (SAML) is configured, going to your instance endpoint, you will be transparently logged into the system once your iDP authenticates you and authorises your access to Hornbill you are automatically logged into the system. While this works fine, there are a number of cases where this behaviour is problematic. * If you have more than one SSO profile configured on your instance, getting back to be able to log in via a different SSO profile involves deleting a cookie on your browser. * If your iDP is not working, for example your SSO certificate has expired, you cannot currently log into the admin console without knowing a special URL parameter that you add onto the URL. This was a work-around which is error-prone and relies on technical knowledge which is not. In the future, Hornbill's underlying direct login behaviour will be changing to also use an iDP, so this work-around is no longer viable. * When you provide Hornbill support staff access to your instance, this is done with an API key, which is a work-around and will not be supported in the future, instead there will be some form of password/passcode scheme implemented which will allow you to give a Hornbill support member temporary access to your instance, where the Hornbill support team member will be able to visit the new login page and access an option to login with a temporary passcode. * There are other security enhancements we will be making in the future, such as 2FA and other pre-login notices etc, that some more security-conscious organisations require. * We are improving the way in which direct login works, especially around password reset, password expiry and password recovery. * There is currently a problem with browser sessions timing out, leaving tabs needing a refresh once you have logged in, we are looking at improving the overall session management functions around logging in, session timeouts and so on. The main change all Hornbill users will notice will be the appearance of a login screen, this will be shown, even if SSO is configured. If SSO is configured on your system a button labelled "LOGIN WITH SINGLE SIGN ON" will be shown (see screen shot below) and your users will need to press this in order to access Hornbill. As this is a change to the way it previously worked, we will also show a nano-training notice, pointing to the button giving a clear instruction as to what they should do to log in (i.e. press the button). you will also see this in the screen below, although the bubble is a moc-up, the real thing will be more classy that what is shown. If there is any problem logging in, or you need to log into the admin console to fix login issue with your SSO profiles, you can simply press the "HORNBILL DIRECT LOGIN" button and you will be presented with this screen. With this change in place, it paves the way for other security and login features will be added in the future. We expect these changes to be rolled out in the next 2-3 weeks. Thanks Gerry
  3. We have built out a new Change management flow and have realised that the system allows the owner of the RFC (typically a person in the user role) to be able to approve their own change request. Is there any system settings to prevent this?
  4. I am not sure if this is designed or something that is not working. when I log a RFC, non of the details fields are being populated: All my RFC PCF forms have the correct Field ID populated e.g. - but nothing is coming across
  5. Hello, What node do i need to use to successfully add a change to the change calendar and then for the change to get removed when completed? Thanks
  6. So I have made a link section and I have managed to sucessfully change the colour and the text at the top of the link box, but how do you change the text colour on the main body of the box? I have changed the colour in the Style but it does not reflect in the body: If you change the colour in the link itself it does not look right....
  7. Hi How do you display change requests on service portal? It only seems to display service and incident request
  8. Hi, We are finally going to start using the change management module in Hornbill, does anyone have a good basic business process which I could build on? Or any suggestions or thoughts around Change. I noticed there was a hornbill example change business process, is it still valid or has it been upgraded a lot since? Thanks in advance Chris
  9. Hi, Is it possible to extend the list of fields available when retrieving the request details in a BPM? What I am trying to achieve is detecting if the customer has closed the request him/herself via the self service portal. The idea is to send the customer an email to tell him that: she / he did not respond in the last 3 working days so we closed the call on his / her behalf she / he has 20 days left to provide some feedback. The ultimate goal is to get people to log onto the service portal a lot more often. One of the method to do it is like so: I would like to compare Flowcodes -> Customer to Flowcodes -> Closed By? Is that something you can help me with? I am happy with another new field too! Whatever is the easiest solution really
  10. Is there a way to change the user id of an account as we have someone who has got married and their username has changed? Hopefully, this is something that can easily be fixed but it's not currently allowing us to change this value.
  11. Hi all, With the implementation of the capture fields within human tasks it would now be even more useful to be able to add a change to the calendar using a date/time field within the BPM rather than 'x time from now' Would it be possible for this to be looked at please? I know I am not the first person to request something like this with regards the change calendar. Thanks
  12. We have recently started using the Change BPM with a few tweaks of our own. I have been testing the various processes and assigned tasks and I have found that when we are logging a Standard Change at the point that the assigned task is to "Perform the Change" I receive the attached Invocation Error I have dug around in the logs and I have found the following: 2018-11-30 12:03:26Z [INFO]:[PROFILE]:[8496] data:queryExec() Method call results: success (244293632 B, 8 ms, -32 kB, 0 ms, 0 kB) 2018-11-30 12:03:26Z [INFO]: :[2920] SELECT count(*) as cnt FROM h_sys_accounts WHERE h_user_id = 'Username' AND h_class = 1 [2681 us] 2018-11-30 12:03:26Z [WARNING]:[SYSTEM]:[2920] XMLMC Request Failed: The specified user 'Username' does not exist 2018-11-30 12:03:26Z [ERROR]:[PROFILE]:[2920] task:taskCreate2() Method call results: failure (244301824 B, 6 ms, -12 kB, 0 ms, 0 kB) 2018-11-30 12:03:26Z [ERROR]:[COMMS]:[6280] The specified user 'Username' does not exist 2018-11-30 12:03:26Z [INFO]:[SQL]:[6280] UPDATE h_bpm_instance SET h_state = ?, h_current_node = ?, h_current_state = ? WHERE h_id = ? 2018-11-30 12:03:26Z [INFO]:[GENERAL]:[7420] Invocations (95cf7f45-f89f-4948-bc58-b2d0b3ace531): bpm/processGetState (I have removed Names from the above and replaced with 'Username') I have looked within Database Direct for h_sys_accounts and the accounts that are listed are none of the IT Department but random users from around the business. I have checked the BPM Process for this task and the Owner of the task is System Administrator and the task is Assigned to the Variable ["ownerId"] Is there anything that you are aware of that can resolve the above? Thanks
  13. Is there a way to add the request creator as a member to a request? I am trying (via BPM) to add our analysts who raise change requests to be added as a member of the request, this is to easily identify your changes that are raised. I have seen that you can add specific users as a member but we would like a variable picker to be able to choose the 'created by' person. Any other ways around this issue?
  14. Be the change you so desperately seek! I love the idea of this quote, attributed to the wise man Mahatma Gandhi this simple quote is profound because it strikes right at the heart of human behavior. In every part of our lives, there is change, and most of it is outside of our control; change happens, and we must adapt. So why is it so many people shy away from change, what is it about change that people don't like? The most common idea I have heard is that people fear change, they fear the unknown and are happier doing what they are currently doing, just like that saying I have heard so many times "if it ain't broke, don't fix it", and that seems like a rational philosophy on the face of it. The problem is though; change is essential because change is the mechanism of evolution, the only way you can make something better is to change it; otherwise it will always remain the same, and innovation is born out of the idea that nothing is perfect, it can always be better. In the world of IT, the world is changing fast, and we do not have time to procrastinate. Organisations need to not only keep up, but they need to step up and embrace the changes before them. Digital transformation is a real thing and its happening now, and the most significant barrier to moving forward is the fear of change. Technology and consumer engagement is driving these changes. This environment is not a problem for IT as its often seen, it is making IT in business is a more powerful force now than it has been for the last decade or more. Digital Transformation is what the market has labeled it, and it is probably the best opportunity for "IT" since the idea of "IT" was conceived. Digital Transformation sounds big, but there is nothing fancy or clever here, figure out ways of applying technology to give your organization cost savings, a meaningful competitive advantage or a stronger future vision to help attract new customers, if you can achieve all three then expect a place at the strategic table. Don't let your executive outsource IT to the cloud because cloud companies are more innovative or offer more hope for the future, stand up and lead your organization into their next IT revolution. Your executives want to be innovators, future seekers, and visionaries, so if you're working in IT, grow some leadership b***s show them how. The bottom line is this. Don't just complain about something not working or moan that something should change, make the change happen, do whatever you can in your power to entice, encourage, coerce or act to drive change, make change happen. If you genuinely feel something needs to change and you cannot effect change, try really hard, and if you fail that's fine, walk away defeated, but knowing you have done everything in your power to do the right thing by your organization, and go and find somewhere else where you can actually make a difference. The harsh reality is, not every organization will survive the speed of change. Everyone can effect change, don't give up, be the change you so desperately seek!
  15. Is there a way of showing if a change is a Normal, Emergency or Standard change in the request list view, we cannot seem to find a way of displaying this information? How do others work with changes in the request list? Kind regards Jeremy
  16. I haven touched the admin side of hornbill today and no updates have been pushed but but whenever someone tries to raise a change they get this error when it comes to selecting a service: IS anyone else getting this error? Changes were being raised fine up to around a hour ago? Hayley. (have also raised as incident on support)
  17. Hi, can anyone assist us with Change Management and the authorisation of the changes? There are a number of managers who we would like to approve a change before it can continue - In this case 3 managers should approve the change before it is ‘approved’, and so the 3 managers each have a weighting of 35%. Our problem then arises if one of these managers is off, we’d like for them to have a delegate who can sign for them. But if we then add the delegates in (with 35% weighting again), we are then left in a situation whereby 3 of the ‘delegates’ could sign off the change without a manager at all or more than one person from the same team An issue with that would be that all the 6 users in this case would be receiving change request emails, when actually 3 of the users only need to be aware if there respective manager is off. We've looked at possibly creating a change management group, but this would have the same issue I think? There doesn't seem to be an obvious way to choose who needs to sign off the change when logging the change request as there was in SupportWorks Another way to do it might be to have 4 managers each with a weighting of at least 30% and then their nominated deputies with a weighting of on 20% ish, where multiple managers are off we would need more people with the 20% weighting to approve it to get above the 100% Is it possible to have the groups listed in the authorisation section with percentages assigned to each group and then anyone in those groups could approve the change in a combination with people from the other groups? We might want to have different numbers of managers to approve a change depending on the type of change or the perceived risk of the change We don't want too many people getting emails about approval as they may get ignored but at the same time we want it to be flexible enough so that it still works when the main IT managers are off for whatever reason
  18. Hi One of our staff has changed name. This means she has a new Active Directory account and through LDAP provisioning, a new Service Manager. How does she access requests she logged prior to her name change? (i.e. logged under her old user name
  19. I have been having a issue with our change process for a few days, We havent changed anything on it to cause it so am a bit confiused by it. This is the error received, I believe its around these nodes that the issue is occuring: I have attached the change aswell, if anyone could take a look and let me know where i have gone wrong? Thanks Hayley.
  20. Afternoon, The recent changes to the Change calendar are great, however is there any plans to change the text colour when a change is closed? At the moment it goes grey with white text which is not good. Cheers Andy
  21. Hi, Within Progressive Capture for Change there is a "Change Type" form where you can add Emergency, Standard, Planned etc. but when you look at doing the same for Release there isn't one. Is this something that is being fixed at the minute?
  22. Impact Assessments Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed. But how do you decide which impact level to select? Service Manager provides a great way of automatically determining the impact level to be applied. Taking the guessing out of the hands of the user, they can be walked through a number of questions where each answer has a weighted value that contributes to the automatic selection of the impact level. The results of the assessment are captured in the request along with the automatic application of the impact level. At any point after the assessment, if things change or a mistake is found, a reassessment of the impact can be completed. The assessments are managed as part of a Business Process which allows them to be presented to a user at any given point within the workflow. When defining your workflow, you can easily select from any number of available assessments that you wish to present.
  23. Hi Please see attached screenshot. The Workflow in use is ICT Change Process I'm not sure what is going wrong here. Please could you help?
  24. I'm receiving a few questions around the requests list from guys who mostly deal with changes and releases. They'd like a column within the Requests List which shows the BPM status, as in "for approval", or whatever stage it's at. I know we will be using boards for CAB etc. but that will be for all, not just the ones an engineer owns or their team own. Is this possible or is this something I'd be able to request? Or is there a better way of the guys viewing their changes and releases?
  25. Hi, I am creating our change management processes. I have a number of change types, which I have defined in the simple list called "changeRequestType". I can use this to switch to different progressive captures, but how do I determine which BPM to use? For example, if someone raises a Standard change request, I can switch capture to my Standard progressive capture. If they raised an Emergency change request, I can switch capture to the Emergency progressive capture. But if I want the Standard change to follow a Standard change BPM, and the Emergency change to follow an Emergency change BPM, how do I go about it? Many thanks, David
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