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  1. I have a catalog item that, when calls are logged against it, does not display the priority set in the workflow to the information pane in the service call. The same service portfolio item has other catalog items that use the same SLA set and priorities which display without issue. Can anyone shed any light on why these priorities do not appear?
  2. 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
  3. We have seen a change in behaviour which I can't explain, we have a human task defined in a business process which used to create a timeline entry: This is no longer appearing when the same task is processed. The business process hasn't been published since October 2020 and I can't find any settings that can explain this change - the above example where the timeline WAS written to is from 29th April, today this is no loner working. A human task node just before this one is still creating a timeline entry: The 'Has the Date/Time changed?' node is writing to the timeline as expected, and the 'New Change Time Selection' node is not, this is the relevant part of the business process: The 'New Change Time Selection' node is using a single Outcome with 2 fields: Fields: And I've tried taking a copy of the business process and adding a new node to manually update the timeline, this is also not working, I've tried with visibility set to 'team' and 'public': Is anybody else having issues with timeline updates? Is this the result of a release? (we were updated to build 2223 19/05/2021 @ 01:01:40) Thanks, Luke
  4. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Hi, This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again? Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close. Our BPM's conditions for resolution timers are: • We do not mark the Resolve Timer as complete – it marks automatically when the call is resolved. • We have chosen to mark the response timer as complete when an analyst is assigned to the call. This is not the same as when the customer is contacted but does give us a measure of how quickly calls are picked up and assessed. Via the Application Settings i understand that only one of either pause on resolve or stop on close can be enable. Will we need to make changes to our BPM to be able to pause the timer on resolve and also have it continue if it gets reopened? Regards Rashid MKC
  5. Hi All, I'm just testing a new BP and it keeps failing at the on hold node and I've tried a number of things including deleting and recreating it and it keeps failing. Can someone help please. This is the error : This is how the node is setup: I've not had an issue before but I have a few on hold nodes and it keeps failing at each one. (I've deleted each one to test the process and to see if it fails at the next on hold). Really confused - can anyone help please? Thanks Tina
  6. Hi all, We have built up a number of business processes during our various stages of testing/implementation and I was wondering if there's an easy way to identify the ones that aren't currently linked to any of our Services? I'd like to do some spring cleaning and remove the old ones that are no longer in use but would prefer not to have to go into every individual section to see what's being used and what isn't.
  7. Hi, I have a catalog item that deals with a specific automated email for some alerts that we get. The ticket gets logged correctly, email subject is match through to summary/title and the contents of the email goes through to description - life is good. During the Business Process I have a decision that says if the summary/title has "Down" in it then do X otherwise if no match then do Y. I am obviously using the wrong criteria as it just keeps using the no match option. I've tried the following to variations with now joy - I am assuming that I have missed something obvious: And Thanks James
  8. Hi, I am currently working on our Problem and Known Error processes in Service Manager. As part of the Problem process, I would like the process to wait for the workaround tab to be populated before it can move on. I think I've located, under "Wait for Request Update" (Action Focus = Workaround), the way to do this however the process is just skipping this node. Is there a specific node I need to put prior to the Wait for Request Update node? I've configured various other processes with "Wait for Request Update" nodes (other action focuses, including resolution etc.) and don't recall ever having issues with those. Thanks Lauren
  9. Hi if anyone could offer advice on my question that would be greatly appreciated. So I am currently trying to automate a selection process in the Business Process. The flow all works well and doesn't display any errors but on the progressive capture side I am using a static checkbox group. If the user selects one of the boxes it directs them smoothly on the backend but if they select multiple options then there's no match and just ends. I was hoping someone would have experience using static checkbox as logically it should make sense. I created an path for if each of the individual options were selected as well as a path for if two options were selected but it never goes down that flow. I used an AND statement in the Decision so if both criteria was selected it would go down this path but even that doesn't seem to fix it. Any help would be great. Thanks
  10. Most common scenarios that will cause an error in the workflow/business process as a result of incorrect configuration
  11. Hi, Here at Milton Keynes Council we've been looking at replacing our RFC system (sharepoint) with Hornbill Service Manager. We've come across some obstacles and were wondering what existing 'tools' in Hornbill Service Manager we can use to achieve them. Authorisers; we have multiple approvers spread across 5 teams (total of 11 potential approvers), is there any way to send an email for approval to all but just log the first response from each team? Is there any way to do this without allowing more than one approval per team? Allowing the change requestor to update the RFC following implemntation without having to get onto the Service Manager portal (via the Customer Portal only)? Hope you can assist Kind Regards Rashid Milton Keynes Council
  12. In our Incident process we have automatic assignemt to a team and then a "Suspend, wait for request owner" node where the analyst in charge of the "Inbox" manually assigns tickets to an analyst depending on product and availability. Is there a way to set a timer on the suspend node so that if a request has not been assigned to an owner for a set period of time, a manager is notified?
  13. Hi, Is it possible to have a warning dialogue box when a user clicks 'Continue Business Process'? With no functionality to go back in the BPM we need to make sure users don't accidentally click the 'Continue Business Process' button.
  14. Hello, Currently having an issue with the lifespan setting discontinuing the custom field 21 variable in the expiry field. This seems to accept the setting when saving, but every time it is saved and you re enter the BPM the setting appears blank. I am using the global input for custom field 21 rather than the specific form field, as there are different form routes from the pro cap that use this field and converge on this point of the human task. I believe the fact it is not retaining the information is why the process in practice is not working, as the human task does not expire based on the date/time of the custom field. Has anybody got any advise? Many thanks.
  15. 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
  16. Hi, I have this error message coming up in a process (TEST HRA Honorarium Process (NEW) BSO selects HoS) when its supposed to move to human task. I've never seen this before. The User in the h/t is System Administrator so I don't know where its getting specified user 'SYS_BPM_MANAGER' from? Any pointers as to what this might be please? I'm sure i've tested this process before and it didn't error? Thanks Sam
  17. Hi @Victor I seem to have the same thing as in this post I had a few issues after a node pinged off into infinity, past the point the scroll bar could get to (I think this was when expanding a group). I copied as much as I could and started a new BPM. For a while this did not save at all and so to retain my progress on it I saved the stage as a template. Since then I've managed somehow to get the BPM to save again but this last node is unreachable Can you work your magic or tell me what to delete out of the text file? - attached sits-project.bpm.txt
  18. Hello, I keep getting a error detail in the BPM - flowcode ("s1"/"flowcode-3add97eb") execute: could not find flowcode document... I've used this layout regarding get authorises in all my process so not sure why its not working on this new process. I've deleted this task and the following and recreated in order but still getting the same issue.
  19. We're currently running version 1394, awaiting update to 1401, and have noticed an issue when trying to amend progressive capture and business processes. - The hornbill training videos advise that hovering above a node will display arrows that allow the user to create another box or arrow in the process, however these arrows are not displaying to allow me to do that. I have checked the roles assigned to me, as mentioned in the training video, and can confirm I am a business process manager, progressive capture manager and have the admin role but it still doesn't work. Am I doing something obviously wrong, could it be down to the version we are running (for which the fix is in the update to 1401), or is it a new error? Please help as I'm hoping to put in some changes to our current processes and cannot until this is solved.
  20. We are trying to set up auto logging of emails to requests. Is it possible to assign a Business Process?
  21. Hello, Is anyone aware of a way to delay the triggering of an auto-task within a business process? In my business process there is an automated - task that triggers after the Human task has been completed, Is it possible to automatically wait for a certain period after the Human task is completed, for example 24 hours, and THEN trigger the auto-task?
  22. When configuring SLA response and resolution targets and expiry times on certain BP nodes you might find the target being set differently than possibly expected. This is because a common oversight as these timers needs to be expressed in SLC (Service Level Calendar) times or working hours or business hours (which are usually X hours/day) rather than calendar time (which is 24 hrs/day). When configuring a target time of N days, the value needed to be set would be N working days rather than N calendar days. The value that needs to be set will be obtained by multiplying N with the number of working or business hours/day. We advise to always configure hours (rather than days) as it is easier to figure out the values required to be configured for SLA targets or expiry times on business process nodes. However, in certain areas (e.g. SLA timers), depending on the target, it might not be always possible to use hours exclusively. Below is a quick example of how to find out which values needs to be configured depending on the intended target: Let's say we need to configure a resolution time (or an expiry time) of 5 days. We need the target to be set in 5 days from now. Let's also say the working hours are 7.5 hours/day although this really depends on your SLC. Step 1 is to find out the number of working hours equal to the 5 days we need to set: 5 days * 7.5 hrs/day = 37.5 hours. You need to configure round values therefore if you don't have a round number of hours you also need minutes (seconds, etc.). The 37.5 hours equates to 37 hrs and 30 min. In conclusion, for a 5 day target, the configuration needs to be 37 hrs and 30 min. As mentioned above, for simplicity always use hours if possible. If you need to configure this value as days/hours/min then the 37.5 hours need to be divided by 24 (which is the number of calendar hours in a day) resulting in 37.5 / 24 = 1.56 days. The 1.56 days equates to 1 day and 13.50 hours. This further equates to 1 day 13 hours and 30 min. In conclusion: 5 day target in the context of 7.5 working hours/day is set as: 37 hours and 30 minutes or 1 day 13 hours and 30 min If you don't want to be bothered with the mathematical calculation, you can use this Excel sheet to find out what values you need to configure. Type in the desired target time and the number of working hours per day. The values you need to configure are in red: Hornbill_Timer_Targets.xlsx IMPORTANT: the above does not apply when configuring expiry times on human tasks. Human tasks do not account for Working Time Calendar and as such the above setup does not apply in this scenario.
  23. As you are probably aware it is not possible to have more that one input path into a business process decision node. Like this: However, there are scenarios when configuration requires that multiple paths converge at some point into one decision node. Like this: If you try and create a link the second node into the decision node, it will fail and this message will be displayed: "The target node has too many entry points". This scenario has been catered for by introducing an "intermediate" node in which all nodes converge before the decision, then create a single link between this intermediate node and the decision. There are occasions when this "intermediate" node is actually required in the process design but sometimes there isn't any so a simple choice would be to use a generic node. The obvious and most used choice is "Get Request Information - Get Request Details" node. Because this node one retrieves information/data about the request is not affecting the process progress or the associated request in any way. Like this: This is a valid configuration and works as intended and achieves its purpose. However, we think there is a better, more efficient and resource friendly way to achieve what you need (merging multiple paths into one decision node). Although there is nothing technically wrong using a "Get Request Information - Get Request Details" to act as a placeholder for a connector, it is not the most effective way, especially if is used in many places in the process. keeping in mind that the more complex the design, the more time it would take to run the process, use more resources, etc. Ideally, we would want to make it as efficient as possible. Therefore instead of using an automated task as placeholder, why not use a stage checklist node. The advantage is that you will achieve the same but without making the process more cumbersome. Like this:
  24. When making changes to a business process you might find these changes not being applied on newly raised requests. This is a common oversight and it happens because the version of the process which contains the changes has not been published. If making changes in a process and save an activate the process, the new version created also needs to be published if you need the changes to take effect in the newly raised requests. Publishing a version of the process is done from the "Publishing Manager" interface within the business process designer.
  25. I need some guidance here. Is there a way to raise a linked request from within the BPM. What I'm trying to achieve is this: There is a human task in the incident BPM "Development Needed" which, when completed with Yes, sends the relevant development information to Jira through the integration tool. Since I don't want to keep the incident open (SLA's) until the whatever version of the application the bug will be fixed in, I want to create a linked Change Request to which the development information is sent and then resolve the Incident. The change then automatically creates the Jira through Integration Bridge ad stays open for future communication with customer. That way the customer can see any updates and time is no longer a factor as well as the reuest list becomes less cluttered and processes are kept. Win, win for all. So is there a node for "raise new linked change"?
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