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  1. We have a process that we thought worked but it appears that the timers are not expiring, we have a node (see below) that places the call on hold for a year but it hasn't come off hold. These are the details of the request showing when it was logged: Is there something that has not worked or we have done wrong as we used the spreadsheet calculator that was provided by Hornbill to work out the hours etc.
  2. We have setup catalog items for a number of new services. One catalog item is to suggest improvements to the related service. Rather than logging an incident, we would like the progressive capture response to be emailed out to our projects team. Our projects team do not use Service Manager/Hornbill. I can't seem to see a way to do this in the progressive capture, but can once an incident has been logged. Is this possible to do?
  3. We would like to request any enhancement to BPM Human Task node to be able to use "Data Query" type sources for fields as well as the simple lists, as already present in the Progressive Capture, so the same sources can be used in both at when logging the request and during its lifecycle. Cheers Martyn
  4. Hi All, We have a particular change request which requires two authorisers before being reviewed by the our change management team. Due to leave and the authorisers work loads, we want this still to be a manual selection of the two authorisers (as they may differ) We have found that when authoriser approves rather than waiting for the second it will continue onto the next step. I understand that if these authorisers were always the same and known, we could alter the weighting of the approval, and set each one to 50%, but as mentioned above this wouldn't work for us. I have checked out Service Request BPM, which places the ticket on hold, but as changes do not have an SLA, there would be no reason for the change to be placed on hold. Is there another way of being able to add suspend wait for authorisation to occur? Below is a screenshot of the suspend node, to allow the authorisers to be manually selected, but there doesn't seem to be a similar process for suspend await authorisation: Any help would be gratefully received. Kind Regards Adam
  5. Good afternoon, I am testing the ability to update a request with a flag to say that a request has come from an authorised requestor. I currently identify authorised requestors by Organisation membership. Updating a request isn't a problem, I can see how to add a flag to a summary or add to an external reference field however if I try to fetch Organisation details using the Hornbill Automation: Service Manager > Application > Organisation > Get Organisation Details I get a BPM failure "Xmlmc method invocation failed for BPM invocation node" I'm pretty sure I'm using the wrong option to fetch details however I cannot see Organisation membership when I look at Get User Details, Get User Custom Attributes, Get User Groups or Get User Manager Details. What details would you recommend fetching in order to branch decided on User Organisation membership? Your help would be appreciated
  6. Hello, I thought to raise this topic with regards of renaming the BPM processes. Because we have add new team from different department means I need to change BPM process to include prefix (in my case, I want to use (IMT) at the start then name the process that related to the team.) However, when I do that, the message pop up (see below): Which I am aware that the process is activated so I de-activated the process and then tried to rename it. The error is still pop up saying the same message as above. My guess for this error is to do with the tickets that are currently active with BPM in place therefore it would not be possible to rename BPM process. I would imagine that can mess up the BPM process. Is there any chance you would be able to do it from your end to rename the process for me if this is possible? Thanks, Aaron
  7. 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'. We do not set a default BPM process at the Service Level as we have the system set to enforce the selection of the catalog. I wondering if the api documentation needs to be updated when using the combination of ServiceId and CatalogId? We are not passing a bpmName, as we are expecting the provision of the ServiceId and CatalogId to used to determine this rather than having to hard code this or make an earlier call to get the bpmname from the service details. Cheers Martyn
  8. 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. Therefore having the ability to switch context without waiting would be a great help, as the users think the process is not working as it has not gone straight to Closed. Cheers Martyn
  9. 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. Has anyone done this or have an example they can share? Any help would be much apricated. Thanks James
  10. 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 bulletin....
  11. 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
  12. 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
  13. 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 additional request first of to obtain the current BPM name from the catalog before being able to call the Log api endpoint as you need to pass the BPM Name, which is not efficient. Similarly you would not want to hard code the BPM Name in your application. Cheers Martyn
  14. 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 displaying the expiry date in the activity pane. AM I doing something obviously wrong?
  15. 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
  16. 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
  17. 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 node. If I have the question in the PCF written to in a custom variable, what is the best way of injecting the answer from that question and then following the process above? Or am I better looking at some of the other BPMs configured in some of the other topics on the forum to use the Get Progressive Capture Answers node, and then use that node to base my decision making? Many Thanks. Adam
  18. 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 then tried it again and kept the ticket open for longer, proceeded to make more updates to the ticket, but not a massive amount. I then got the attached error I have read this post here: https://community.hornbill.com/topic/13117-maximum-step-count-error/ and understand that this was put in to stop infinite loops which is fine. I am just trying to understand that even if the node is a wait action, it will continue looping through in the background and not just when someone updates the ticket? I thought that I would get this error after 1000 customer/technician updates to a ticket. I know that at the time (the post is 2 years old) the recommendation was to break the loop by inserting two additional nodes on the No Match: + one node to update the request and blank out the previous resolution + another to wait for (new) resolution (if the above node is missing, this one will be bypassed because a resolution already exists) I have been asked to see if it is possible to not have it wait at the resolution stage by default. I still need a wait for resolution as there is further actions taken after the resolution is set. Thanks James
  19. 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....
  20. 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.
  21. 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:
  22. 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
  23. 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.
  24. 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?
  25. 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; nodeId: acd1ebbe-1cd9-4aed-bf14-50ce53f9a013; At 317/1: &quot;Uncaught FCSException: The email template specified is invalid. Please contact your Hornbill Administrator. More details: EspMethodCall::invoke: Operation[mail::sendEntityTemplateMessage] Access token session mismatch&quot; throw(e); _fc_node_exec_acd1ebbe_1cd9_4aed_bf14_50ce53f9a013</error> </state> </methodCallResult>" I am not sure why the BPM is failing to find the Email Template. If logged via "Self Service" or "Analyst" it works fine. Please see screenshot of BPM failing inside the "Manage Executed Process" If I restart the BPM on the case without any changes it will work fine so I know the BPM works fine.
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