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  1. Can I request an enhancement to have a new formal BPM process to switch the security context from the User to the System Context. In our example we have removed the User's permission to 'Close' a request, they only have permission to set it as 'Resolved'. This is because we have a number of post Resolution/Closure operations automated in the BPM. However at the moment we have to use the 'Suspend Await Expiry' with the minimum value of 1 minute to trigger the BPM security context to switch from the user who does not have permission to close the request to the system context which does. There
  2. Good afternoon, I am trying to get a BPM decision to work based on what time an incident was logged. The purpose is so that when it happens out of hours a set of actions gets triggered that don't normally happen in hours. I thought it looked simple enough until I found out that the Hornbill Automations -> Get Request Info -> Time logged is not written in the database. Its been a little while, and I am struggling to get insert this variable into a custom filed (which I believe I will then have to manipulate into a string ... ) so I can then do <> for the different actions.
  3. Is it possible to create bulletins via a BPM? This would be great to allow the creation of these as we are looking to use the the Service Status functionality to mark services as impacted etc, however if there is a system that is down etc and as part of this we would like the opportunity to create a bulletin to display on the Employee Portal. Maybe we could have our own stock imagery for maintenance/failures etc to link for images and then the text is pulled from a custom field etc, also when the maintenance is over or the system is fixed via the BPM we can then remove or retire the
  4. Currently when using the Variable Picker in the BPM editor to get values from Progressive Capture Forms, is shows the 5 Most Recently Created, by title. Which is fine when setting up a new system, but when maintaining an existing system, this would be better to be the 5 Most Recently Updated. Can this change to "5 Most Recently Updated" or an additional option in the tree between the two existing Customer PCF options. Cheers Martyn
  5. We are just testing implementing a LogIncident and LogServiceRequest API calls. These are api calls are successful and the results returns the RequestId, summary and an empty warning array. We are including the ServiceId and CatalogId in the requests which is showing correctly when we view the request in the live user application. However a linked BPM process is not being spawned when to make these requests, even though the documentation states it will be when the providing the ServiceId. We have also tried the LogRequestBPM node afterwards but this returns the 'defaultProcessNotSet'
  6. I have a number BPM with a number of human Tasks which should run in parallel. I want to suspend the end of parallel processing until all the human Tasks have an outcome of either completed or skipped. I've tried an automation node but I don't have the option to wait for a task outcome. I also tried a decision but can't figure out where to send the 'no match' option if the condition is not met. Thanks
  7. As confirmed under linked post below. the current API log request nodes only spawns a BPM if you specify the the serviceId and have a default BPM set at the service level. With the development of the service catalog and catalog items are now available on all current request types to allow use of different BPM workflows, can the API call logic be enhanced to apply the same capability that it offers for 'Service' level requests, so that the catalog specific BPM workflow is spawned when passing both the serviceId and catalogId as parameters. At the moment you have to undertake an addit
  8. Good morning I have a BPM that includes an authorisation node, set to allocate to an individual based on a variable from the prog cap, and have set an expiry on the authorisation. The lifespan settings I entered do not progress the call past this stage if the expiry time lapses and no expiry time is listed in the activity pane. This node is followed by a decision node that directs the call depending on approve, reject or expire. Further in the process I use the same setup but with an auto assign node allocating to users that have a specific role and this works fine, even displa
  9. Hi, Can we have some fields added to the 'Log Request > Known Error' node? I am trying to get our Problem request to log a new Known Error if a workaround has been found. However I cant get it to log the request with all the required information. RCA and workaround are missing from the node. Being able to set this via a human task to capture these before the log request node makes sense to me, rather than having the BPM log the request and then having to go into the KE and add more info. Screenshot added for a little more clarity
  10. Would it be possible to have additional options added to the entity 'Timer' node to allow the manual pausing and unpausing of the Response and Resolution in the BPM, so that this can be controlled by workflow so having the option to control this outside of the automated status change process. Related to my earlier post link below. Cheers Martyn
  11. Hello all, I'm after some guidance please regarding BPM configuration and decision making. I've successfully configured a PCF, based on the answers selected driving different questions in the form. I now need the BPM, to reflect those behaviours I've set in the PCF The first question in the PCF drives two options. I'm looking for these options to change how the SR is assigned to and a different priority. answer 1 assigned to Support Team W and Priority X answer 2 assigned to Support Team Y and Priority Z. All of our business processes have the Get Request Details
  12. Good afternoon, On a test BPM I have created a decision loop to try and get the BPM to wait at the wait for request update stage unless the status has been changed to resolved. In my mind, after every update to an incident, it would run through the loop and see if the status was resolved, if it had it would proceed, and if it wasn't go back to waiting for an update I created a test ticket and it worked the way I was expecting, I was able to keep updating the incident and it did what I wanted, then after changing the status to resolved it progressed and completed as desired. I t
  13. When we have issues with BPMs and we go into them to fix them etc, would it be possible to note which nodes the process has been through? When looking at some of our processes where there are multiple branches and nodes it can be difficult to work out which path the process took and either got stuck or sometimes when testing new processes it would be great to see the path the process took. I know that you can click on a node when designing to see the future possible paths, but wondered if this could be done retrospectively so we can check/view flows? Hope this makes sense....
  14. So we have our change process that I have now seen this for the second time this week... where the BPM stops at a node. This has not happened before: In the change request, the task has been completed but it won't move on. In the instance log it says this: There is only one error in red but I have no idea what this means. If anyone can shed some light that would be great.
  15. I have a process that I would like to wait for a request to be linked to it which I can achieve and I can get the linked child request to update the parent request with some text, however I put a suspend node in the parent request to 'wait for update' and although the linked child request updates the request but the parent does not 'unsuspend' and carry on the process. Any help appreciated. Child Request: Update on Parent Request: Parent Request node which doesn't recognise the update:
  16. I have created a new BPM which is linked to a board. When the request is logged, it get added to the board which is great. When i close the request down, the ticket is closed but the item remains on the board. below is the config which i have used in the BPM: what have i done wrong? thanks
  17. I have had to draw this (apologies for my handwriting, strangely not a prerequisite for IT jobs!) We have a PCF that has a multiple choice question, which dependant on the answer would like to log it to a particular team (seems easy so far) but as it is multi choice the user can choose a variety of forms of help in one form, then we want to be able to duplicate the requests in the BPM so that the relevant team gets a request to work on with their workflow etc. Any help appreciated.
  18. Hello, I am trying to map an email template to pull through some custom text. Below is an example of the email template: and this is what comes through: Cuatom31 and 32 is set up correctly in the PCF but nothings is pulled through Also, how can i get the date field to just display the date in the UK format?
  19. This was working fine until this weekend without any changes that I am aware of. The BPM issue is a follows "Status : Failed Last Updated On : 09 Nov 2020 08:57:56 Xmlmc method invocation failed for BPM invocation node 's1/flowcode-b0352867-2f33-4f4c-804e-b6b6d6a26918': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>notifyEmailCustomer</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/notifyEmailCustomer): nodeName: Exception;
  20. Can I just check what time zone is used when retrieving a date/time field from the request in the BPM? The reason being is that we want to put a change request on hold until after it has been scheduled and until it is scheduled to be done. I am presuming the BPM works in UTC, so have used the Get Local Time node set to UTC and then using this to compare is the scheduled start date/time is greater than the local time. If the BPM using the session time zone then this potentially may not be correct, given the session may be user interactive or operate as the system context. H
  21. Is there any way to set an expiry period for a duration of 30 seconds? Im trying to find a workaround in a BPM whereby an analyst has a window of 30 seconds to add an asset to the call and putting decimals in the minute field doesn't seem to do the trick. Ideally I would like a function that suspends the flow until the analyst adds an asset, marking off a stage checkpoint in the process. At present there is no function I can find that will automatically continue a workflow after an asset has been added by the analyst and mark a stage checkpoint, in the same way as if you suspend a no
  22. HI, i wanted to combine some fields into h_description. found the concatting option. but instead of a sepperator i would like to add a Line feed would that be possible somehow?
  23. Hi all, Hopefully someone else has tried doing this. I'm trying to re-authorise a request after a rejection outcome. This is to allow the Agent to select a user with a collaborative license and resend the authorisation email on behalf on the requester. I'm trying to achieve this through a Human Task (select the user) then the authorisation node emails that user. See attached
  24. Hello. We have started using the "Custom Buttons" with "Auto Tasks". There is a key feature missing... Inputs into the "Auto Task" can only be given from existing variables. I would like to have an option for the input variable to pop up with a data entry box. I could then seamlessly "branch" from the input rather than creating several buttons with similar process. (I know i could use the Data Form and assign a Variable Text to that but this is not seamless) Thanks Jamie
  25. I am unable to access all the nodes on a BPM in the editor in the Admin Tool for Service Manager. Node(s) are off the top of the canvas and the scrollbar is fully up. Also browser, Chrome, zoom setting is at the normal 100%. Any idea? Cheers Martyn
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