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Found 25 results

  1. 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
  2. What type of value is expected by the time zone parameter on the Service Manager > Application > Utility > Get Local Time node? I tried UTC but got an error from the BPM. Cheers Martyn
  3. I am trying to locate the setting where we can update the text displayed when a customer experiences an error when attempting to login to the portal (Hornbill Direct Login). The reference to 'Hornbill administrator' means nothing to our external customers and is causing confusion. Is there a setting or translation option to edit this? Cheers Martyn
  4. Related to my earlier post (link below) about redirect the Service Portal, how we go about disabling the Service Portal menu tile? Cheers Martyn
  5. Included in your emails on the requests are direct links to access the specific request via the Service Portal. https://service.hornbill.com/<instance>/servicemanager/request/view/IDXSR00278168/ We have now enabled the Employee Portal for all users and I was expecting that all users would now be redirected to the Employee portal, but that is not the case. We have turned on the setting below to redirect Service Portal Target but does not seem to affect the Service Portal URL links. Is there something else I need to enable to redirect these old links? Cheers
  6. @James Ainsworth We are in the process of setting up a number of new services for a customer based in Toronto, so are now looking at the Working Time Calendar which would be 'Atlantic Time' (GMT-4hrs) however this has then lead me to query how the Daylight Saving time are applied to the different Working Time Calendars, as each timezone has different criteria for when the DST is applicable. Can you explain how the DST changes are configured or if they are handled by Hornbill how we can view them? Cheers Martyn
  7. I know this has been raised before some time ago but not able to locate the topic at the moment. Is there any update on the provision of Modern Authentication methods, i.e. oAuth2, to the inbound and outbound mail connections? Cheers Martyn
  8. I am probably missing the obvious step here, but when you use the Edit Post option I can make changes to the original post even if there ares subsequent comments, but do not seem to be able to get it to save the changes and come out of 'Edit' mode. With Comments you just press Enter, but what do you do to end the Edit Post process as there is no Post button shown? Cheers Martyn
  9. @James Ainsworth In the wiki there is reference to an Employee Recognition dashboard and the ability for coworkers to nominate others. https://wiki.hornbill.com/index.php/Employee_Recognition I am struggling to find this on our instance. Is this something that is still present or has this been superseded? Cheers Martyn
  10. I am trying to use RegEx validation to restrict the length of a field to 30 characters, but having issues with the RegEx criteria. ^.{1,30} Testing it in the Progressive Capture Editor and in submitting a request, it is not stopping the user from entering more than 30 characters. Anyone can clarify where I going wrong with the RegEx expression? Cheers Martyn
  11. With the progression to automated updates for Applications on the Platform which will utilise the platoform Maintenance Windows setting used for the platform updates, can I just clarify whether the Core UI and Collaboration updates which are applied automatically at the moment honour this setting? Cheers Martyn
  12. Not sure it this is something new introduced in one of the recent Core build or something that been present for sometime, but can I ask what triggers a 'New' email notification? The reason for asking is that one of our users this for some reason was turned on any they where getting Hornbill notifications for new 'Sent' email, rather than just for new incoming emails. Also are these notifications triggered after the routing rules are applied or before. Cheers Martyn
  13. I am trying to work out whether it is possible in either Analytics Measures or Widgets to get a count of distinct external organisations which have logged request in the last 12 month. I can get a count of requests logged in the last 12 month withe the following:- h_org_id<>0 and h_datelogged>(DATE_SUB(now(), INTERVAL 12 MONTH)) h_org_id<>0 and h_datelogged>(DATE_SUB(now(), INTERVAL 12 MONTH)) But as I am not able to write the SQL and insert the distinct(h_org_id) or group by on a count, I struggling to work out how to get this to be displayed as either a mea
  14. I am looking to query the database to include a list of Services and the Service Owner. In the 'h_itsm_services' table there are four owner fields but none of them are populated, even though when viewing the Service in Service Portfolio I am shown as the owner. h_businessownername h_businessownerid h_technicalownerid h_technicalownername The business and technical ones appear to e new fields not yet accessible via the UI, but where is the current Owner value stored? Cheers Martyn
  15. I am trying to find details of the format to enter a static date as part of a decision node custom expression. In the example below we want to change the routing in the workflow when a request is logged against a certain service but only do so from the 1st July. At the moment the custom expression when logged against Service ID 245 is equating as true, even though the date logged is still June. Is there a specific format the date value needs to be entered as for the date/time condition to work? Cheers Martyn
  16. Being fairly new to Python I am trying to work out how to populate the xmlmc object with the required Input Parameters in order to call the 'entityUpdateRecord' in particular the 'primaryEntityData' . I can see what is needs via the API documentation but there is no Python code examples. https://api.hornbill.com/data/?op=entityUpdateRecord I am wanting to be be able to populate a number of custom field values on a request. Has anyone got any Python code examples that would help? Cheers Martyn
  17. In Admin Tool 1202, it mentions the the ability to edit live instances of a BPM has now been moved to general availability. "Workflow - BPM - Editing Live Instances: Removed experimental flag. Feature is now generally available." Is there any documentation on this at all? Is it possible to make a correction to a previous version of a BPM and it applies to all current active requests, or do you have to make the change to each request instance of the BPM? Cheers Martyn
  18. In my profile notification settings I have both Hornbill and Desktop notifications enabled for Task Assignment, however I only receive a Desktop notification. This is my only browser window I have open, so I do not already have the request in question open and it does not appear under the dismissed items under the Hornbill Notification bell. Cheers Martyn
  19. I have a user that has left the organisation so there account has been disabled in the AD linked to Hornbill by the LDAP Import tool. We have a LDAP import which updates the status of the Hornbill accounts to archived when the AD account is disabled, but this is failing for a specific user as the User created documents in Document Manager and the LDAP log is reporting an error as it is not able to archive the user as it 'owns documents'. How can I take ownership of the documents that the user created so that the account can be disabled? Cheers Martyn
  20. Service Manager Build 1901, appears to apply but UI and Admin Tool are not updated, showing there is still an update to apply. You are then able to apply the update multiple times, but it still does not show as applied in the application. Cheers Martyn
  21. As there is no interactive translation mode for the customer portal, I am trying to identify all the translation entries that would be applicable under the Translation options in each of the area's below, which would be applicable to the content displayed on the customer portal. Service Manager Collaboration System We have done the bulk update by using the Google Translate integration but now need to correct some of these using our native specking staff. My aim is to do this first off by extracting the current translation entries so that they can be corrected off line by
  22. I am attempting to generate a query/report to list out external contacts which have a portal account along with whether they have the additional Organisation View and Can Cancel, so that we can review and look at cleansing some historic accounts/permissions. However I am struggling to locate the underlying table/field which hold the customer portal access indicators. Any ideas? Cheers Martyn
  23. We are in the process of implemented a second SSO Identity Provider on our instance for Business Continuity purposes, which we have been testing for a while. A number of users have used the 'Remember my choice' option so that their connection uses the original SSO provider, but now we need them to test the new one. How does the user clear the 'Remember my choice' option in order that the selection screen appears for them again? Is there a cookie that needs to be removed or is there a URL command to overide? Cheers Martyn
  24. Does anyone else generate large number of requests in bulk and if so how to you do it? We have a large number of service requests we need to log annually for inspections and safety tests on equipment, in our case street signage/equipment. The only option I can see at the moment is to create the list from spreadsheet and then use the SQL Request Importer. Cheers Martyn
  25. I have a vague memory of there being some config settings in the admin tool to allow you to configure whether it sends an acknowledgement back to the sender when logging or updating a request. However I have not had any joy in locating them? Any idea? Cheers Martyn
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