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Found 13 results

  1. We are looking at implementing the use of the Hornbill Data Export utility to warehouse some of our data to a local SQL Server database. As part of this we need to create a permanent API Key, which we would like to restrict using the 'Rules' option for security purposes (https://wiki.hornbill.com/index.php?title=API_keys). Therefore can you please advise which service:api combinations are required by the current Hornbill Data Export export utility. Cheers Martyn
  2. We recently undertook an import of request form an ZenDesk service desk into Hornbill which all loaded correctly in to Hornbill, except for the active requests where the incorrect Service Level Agreements where assigned as the SLM Rules to determine the correct SLA to apply did not evaluate correctly. New request logged correctly since the migration directly in Hornbill do have the correct SLA applied using the rules in place. Our SLA rules use both the Organisation and Organisation Industry to determine which SLA to apply and as per best practice we have a default catch all rule to apply a default SLA. All the imported active requests got the default SLA. It appears the Organisation relationship used by the SLA rules is not being set properly by the import tool, so it is not able to evaluate the Organisation name or Organisation Industry values used in the rules. In terms of the imported requests these where matched at the user level by h_logon_id and also supplied the h_container_id of the organisation, using v1.8.1 of the tool. We have two concerns, One how to do we avoid this for future migrations, so that SLA rules apply properly? We have had previous issues in our instance where requests have subsequently become cross linked to the incorrect organisation due to different interpretations of the organisation and container id relationships, which has involved @Victor have to undertake corrections. Example SLA rule below Cheers Martyn
  3. We are in the process of setting up a new service desk and services on our instance as part of bringing in another part of the organisation, I am having to spend several hours manually linking and duplicate SLA rules on the each of the services, which as well as being somewhat frustrating can lead to human error. As per our earlier post for the ability to Copy a Service and Copy SLA (links below) we would like to request the ability to copy/import the linked SLA and the rules from one service to another. Cheers Martyn
  4. We are bringing on more departments into Service Manager which is great thing, however I am struggling to get my head around the priorities and associated rules. Our Service Desk logs most requests and prioritises them, for several teams but we would like the SLTs to be different e.g. Team A - high priority is 1 day, medium is 2 days and low is 10 days Team B - high priority is 4 days, medium is 8 days and low is 20 days Is there a way to set rules so that is if High is chosen then dependant on the team that is assigned the SLT is different?
  5. I am trying to create a rule for our inbox where emails from a certain address are put into a specific folder but I the emails are not honouring the rule. I have included an image of the rule that I have created:
  6. At the moment we only have a limited access to fields in order to specify SLM Service Level Agreement rules:- We would like access to additional fields, so that we can make the rules more useful and fit more users possible combinations Organisation Country Region (see linked post at the bottom) Industry Custom fields Customer Job Title Language Country Custom Fields Region (see linked post at the bottom) Request Service Summary Description Source External Ref No. Custom Fields Thanks Martyn
  7. We have currently split out a number of our Routing Rules for Starters, Leavers and other forms that we regularly receive and need logging within Service Manager. I have created a rule as follows: fromAddress = "recruitment@ourdomain" AND subject LIKE "New Starter -%" We have a similar rule set up for our Leavers & Change of Detail forms which come through and log without issue however the above fails and the emails just sit within the Inbox within Service Manager, I have checked the log files and I have found the following error: 17993 10 Aug 2018 10:35:56 error comms 6448 Operation[apps/com.hornbill.servicemanager/arOperation:raiseNewRequest] FlowCode Exception (com.hornbill.servicemanager/flowcode/fc_ar/raiseNewRequest): nodeName: Exception; nodeId: 4c011328-a5a4-48c5-9aaa-26f4b6006e2b; At 354/1: "Uncaught FCSException: Application Setting 'app.email.routing.rules.unknownUser.sendRejectionEmail' is disabled." throw(e); _fc_node_exec_4c011328_a5a4_48c5_9aaa_26f4b6006e2b The Recruitment email address is a Shared Mailbox rather than a User Account, can you advise if the above error is received because the email address is a Shared Mailbox and by enabling the above will that allow the emails from this address to then be logged using the routing rule mentioned above?
  8. - Is there a way to open a new linked request in BPM? - is there an email routing rule for creation of linked requests?
  9. Having a large number of Services and a growing number of different Service Level Agreements (SLA) where we need to add both different targets and escalation processes, it would really help save a lot of manual effort, it there was the ability to copy the Service Level Agreement setting from one Service to another or even better select a number of destination Services in one go. In terms of settings this would need to include linked Service Levels and the Rules. At the moment I updating about 40 Services where I am having to manually add each new Service Level Agreement and add the Rules, service by service, when the changes are identical for all the services in question. Cheers Martyn
  10. Hi All, we don't understand why some email are not automatically processed while a routing rule is in place: is failing for example for this email (we are replying to the users from our mailbox adding into the subject the request reference INXXXXXXX):
  11. Hi all, Is there any chance of making the email routing rules page drag and drop or allow us to edit the rule numbers manually (maybe an insert before rule number X). As it stands the page refreshes every time you change the order of rules with the arrows which makes moving a newly created rule from the bottom to the top a slow and painful process. I have just created a rule to deal with OOO replies which needs to be above our Auto Update ticket rule which is rule 1. We only have 30 rules but it was hard going and with more teams taking up Service Manager the routing rules are only going to get bigger and the rule order more important. Thanks Dan
  12. Hey all, Another question from me, We are trying to get on top of our mail box and are struggling at the moment. We have a lot of undeliverable emails in it and would like to set up a routing rule to send them straight to the deleted items.How would I go about setting this up I have looked on wiki and it doesn't make a lot of sense. - Hayley
  13. Hi all, I am having difficulty getting the email rules to work this morning. We have changed mailboxes and as such I need to create a rule as follows: "If email is sent from <old address> and contains subject line <IT Request Form 2016> logOrUpdateServiceRequest" However I cannot get the email rules to play ball today. Any help gratefully received Thanks Dan
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