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  1. Hello I would like to use the functionality of Activities in tickets, the process of setting them up seems simple enough the think I do want to know is the email notification part, How to I sent this up? Where does the template live? How do I assign the template to be used for Activity notifications?
  2. As an agent it would be great to have the option to enable tasks to be visible in my request list could I ask if this could be looked at as a possible enhancement??
  3. Morning, I have noticed that our tasks are running a hour out on timing, they are a hour ahead. I think it may well be only affecting and tasks running parallel, however when they are completed they are showing as completed at the correct time in the timeline. Please see screenshots, is there something I need to change to resolve this?
  4. We are having problems in opening tasks that have been assigned to an analyst via the mobile app, it just doesn't seem to open/view any of them screen capture below of issue. The app is up to date and I re-installed to make sure it wasn't something in my settings.
  5. Hi, Could we have the option to create tasks as cards from the 'Add new' button. At the moment I am creating tasks and then having to add them to the boards. This would be much quicker with tasks as an option.
  6. Hi, I am not sure this is the best place to post this request but here goes nothing: When a colleague goes on holiday for a long period of time, having the possibility to setup a delegate for all new tasks would be incredibly useful. I can see at least 2 solutions: 1. Setup a delegate between two dates. 2. When the status of the person is "On Holiday" and a delegate is specified in his profile When assigning a task to the person going on holiday, the system could then double check the settings and reassign the task automatically (as if it was done manually by an
  7. Hi, When a project task is marked as complete, regardless of the % complete, it becomes locked/read only. This causes issues if the task needs to be re-opened. Please could this be investigated?
  8. I have been asked to chase up tasks that are older than a certain date. I can find the tasks older than this date, but have noticed that there are a lot of 'approval' tasks which are still active, but belong to closed calls. These tasks are the ones that were sent out to all people who are in a group of approvers, where only one or some of them need to give approval for the call to progress. Is there a way 'auto-close' these tasks once a call has been closed or cancelled? The only way I can think of stopping this from happening in the first place, is in the business process that proc
  9. Is there a way of emailing Human Tasks like an authorisation node? Ideally we would like the auto authorisation task to be able to have custom fields, so that the authorisor can choose an option from a drop down or list.... but we can't think of a way of achieving this with the current features available
  10. As part of our change process we have a task for CERFs (when a change goes wrong), I am trying to find a way to pull out the task questions and answers that relate to specific tasks e.g. Task Title - CERF form for CHxxxxxxx Questions: Please enter the date that the change took place Give details of any unplanned outcomes What specific actions were taken to mitigate the unplanned outcomes? List recommendations to avoid these these outcomes in the future, including resources required We would then like a report based on the task(s) to display this information clearly so that
  11. When viewing tasks as project user, you have the ability to update the timeline as well as complete the task. If you view the same task in your My Activities list, you cannot update the timeline and when you complete the activity, the completion notes do not then show on the project task. The audit tab on the project task is also not updated. For us, this would mean all users would need a project user subscription just to update and complete tasks, which would be extremely costly. Is there any development work in place to address this, or can it be added to your list please.
  12. Hi all, Has there been a change to the formatting of the tasks checklists? It seems that suddenly it has parentheses after each heading and I am sure the headings used to be bold? Or am I going mad(der)?
  13. Why do people struggle to follow processes? Many a great manager has asked themselves the time-honored question; How do you make people follow procedures and not miss things?  Having more or less documented the processes, and having put them into your knowledge base tool, and having created internal training courses to make sure everyone is aware of the procedures and so on.  Despite all this effort, still the most basic things get missed. There is no glaring flaw in the process, and it seems random, sometimes its done, sometimes not, and when you ask why (assuming you or someone els
  14. I have turned on the feature (experimental.feature.bpm.allowcustomtaskfields) and have created some custom fields within a task but when we view the task they are not showing. When we view the task there are no custom fields being displayed. Is there a setting that turns on enhanced tasks, or is there a setting that we have missed? Thanks in advance Jeremy
  15. Hi, Is there a chance we could have the ability to use simple lists as check lists in tasks? I am going to be creating a number of new CIs and the tasks on almost all of them will have the same list, but the actual BPM will be too different to make it worth while copying and editing. Also should this list change I will then have to go through and edit all the relevant tasks (not a task I relish to be honest) Thanks
  16. Hi Everyone, Is there a way to generate an appointment activity through the BPM? Thanks, Tom
  17. Hi all, I have noticed after a Harry Hornbill notification that the view of tasks has been changed. However this seems to have removed the green progress bar and replaced it with a grey one which makes the %age difficult to read to say the least.
  18. is there a way to see all the task assigned to all the teams for the Service Desk Manager? and if there's a way can it be viewed through the calendar view?
  19. Hi all, I set up some scheduled tasks on Thursday and have come in this morning to find that one of them has generated 1821 tasks. It looks to have generated 1 new task every minute since it kicked off on the 1st at midnight. I have since stopped the task. None of the other scheduled tasks have done anything weird (so far) I have attached the config of the task. Also if someone could delete all tasks named 'Systems User Review' from our instance fairly urgently as other genuine tasks are lost in a sea of duplicates and I dont fancy sitting around all day deleting the
  20. Hi all, Is there a way of auto removing tasks that are assigned to a team once they are completed? Currently our Service Desk is using the API task scheduler and even though the tasks are complete they are not removed from the activities list. This is becoming a problem as analysts are losing their own tasks in the list. Also, on a side note, tasks created by the API scheduler are sometimes duplicated. There seems to be no rhyme or reason to when or why they are duplicated but again this can cause issues with analysts working on different copies of the same task. I know th
  21. Hi all, I have been given an issue by a member of one of our Dev teams to solve which is turning out to be a bit more complex than I first thought. When we have a new starter request, if a user selects one or more 'Dev Team' applications logons to be created, they want a task to be generated and assigned to the team which gives them all the relevant info to enable them to create an account. At the moment the Service Desk pass the ticket to them and then they pass it back once the accounts have been created. I added a decision node into the BPM which, if the user has selected on
  22. Hi all, I have had an issue reported to me where analysts are unable to close tasks assigned to other teams, even though both teams support the service. I thought that adding the role 'Advanced Request Task Completer' along with 'Incident Management Full Access'' and 'Service Request Full Access' would allow anyone with those roles to close any task assigned to any team as long as both teams supported the service. I vaguely remember there being a thread about it but my brain has decided to have the day off and I cant find it. Any advice would be appreciated! Thanks
  23. Since a recent Service Manager update (we are now on build 979) the full text of the human task/activity is now being added into the timeline when the it is marked as completed along with the 'Reason' text. As some of out human tasks have quite long descriptions to cover the actions/procedures involved this is making the timeline unreadable as the actual reason (text entered into when completing the task) and the outcome are pushed to the bottom of the update and not visible without using the show more option. There is no need to include the full description of the task when recordin
  24. Afternoon, We are having some issues with Change requests where users are completing the calls but not completing the Tasks that are still outstanding on change requests. Is there a way to stop the calls from being able to complete if the tasks are still outstanding in the activities tab? or if that's not a option, can someone tell me what the exact Role/function in the Admin Role that allows administrators to complete tasks assigned to other people? Many Thanks Hayley.
  25. Hi all, Since this morning, I receive reports from analysts saying that when they raise a new activity and assign it to a team and hit "save", the task gets created but assigned to them. Anybody else having a similar issue? Thanks!
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