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  1. 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 you
  2. 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?
  3. 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
  4. 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
  5. 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....
  6. Hi How do you display change requests on service portal? It only seems to display service and incident request
  7. 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
  8. 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:
  9. 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.
  10. 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
  11. 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 WHE
  12. 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?
  13. 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 s
  14. 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
  15. 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)
  16. 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
  17. 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
  18. 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.
  19. 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
  20. 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?
  21. 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 aut
  22. 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?
  23. 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?
  24. 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 chan
  25. We are in the process of implementing the new Service Level's to replace the original priority levels. We have roles based on the system Full and normal Incident Management Users, but need to understand what permissions are required to allow a user to change the service level on a request. At the moment the users are not able to click and edit the service level on the requests setup with the new service levels. Cheers Martyn
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