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  1. So we are getting an email sent to us from a system which includes the username of the customer. I can extract this from the email and put in to custom field A but when we have the node to update the customer it is not wanting to change the customer, when I output the result of the node for changing customer it says 'false'. This is the node for the customer update (variable is - &[global["flowcoderefs"]["getReqInformation"]["customFieldA"]]): In the timeline we display the username using the data from custom A: The email looks like this:
  2. Can we request the ability to use Snippets in the Bulk Actions Update and Resolve activities, to mirror the capability for identical actions on individual requests. Cheers Martyn
  3. With the recent hardening of the Databsae Direct admin option, it is no longer possible to update requests in bulk using SQL Update commands. Unlike the other import tool for Contact/Organisations etc, the Request Import Tool only allows for the creation of new requests, not the updating of existing one. Can a Request Update Tool be implemented to allow updating of Request fields including custom fields. In our example we are wanting to retrospectively update the Resolution Categories for the last two quarters of closed requests to match our revised categories to aid with new trend analysis going forward. Cheers Martyn
  4. Regarding this update: Will this impact the current priorities that we have set up within the system and their SLTs etc?
  5. I have a process that I would like to wait for a request to be linked to it which I can achieve and I can get the linked child request to update the parent request with some text, however I put a suspend node in the parent request to 'wait for update' and although the linked child request updates the request but the parent does not 'unsuspend' and carry on the process. Any help appreciated. Child Request: Update on Parent Request: Parent Request node which doesn't recognise the update:
  6. Good afternoon All, It's been a bumper Q3 in terms of delivering new Service Manager functionality, and Team Hornbill has developed plenty of new features/enhancements covering a wide range of areas. If you missed any of these at the time, please take a look at our Quarterly Summary for a round-up of all of these new features that are available for you to configure today! Here is the latest Q3 2020 edition: https://wiki.hornbill.com/index.php?title=Service_Manager_Quarterly_Update_2020_Q3 For links to our previous quarterly updates, please check out the Whats New Wiki Page
  7. Following on from my previous request to be able to create new Assets from the Service Manage Request View, can we also request an enhancement to be able to create new assets from the Service Manager BPM. We would like to be able to:- Create New Asset, to be able to create a new asset passing the required fields. Link existing Asset, be able to link an asset to the current request, passing the asset id. Share Asset, i.e. turn on sharing and pass the id to the object to be shared too, in our case external organisation (Organisation ID) Update Asset, as per Create, but providing asset id and updated fields. Cheers Martyn
  8. Can we request an enhancement to the 'Linked Request' BPM node, in that there is an option to limit which linked requests are updated by request type. In our scenario we are implementing Problem Management and will want to use the node to update/resolve the Incidents linked to the Problem request. However there may be other Problem, Release, Change, Known Errors etc linked to the same request which we would not want to update/resolve. Therefore can we ask for the filter option on both Update and Resolve Linked Requests so that it can be done by 'Request Type', i.e. we need to be a bit more precise in only updating the linked incidents and not everything else it may be related to. Cheers Martyn
  9. In this latest update, Team Hornbill have combined all of the fantastic new Service Manager features that were released in first two quarters of 2020, into a single update. If you missed some of these new features whilst they were being rolled out in the various Service Manager updates, please have a look at the link below for a refresher on this new functionality that is available to all subscribers right now. Here is a direct link to the latest edition: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2020_Q1/Q2 For links to our previous update round ups, please check out the Whats New Wiki Page
  10. Can I have an update on defect PM00157953 in relation to "Timesheet entries are not saved when updating a request with time spent", which was identified in October 2019. We are trying to records time spent against all our requests in Service Manager to allow analysis of effort and support ability of different products, but having inconsistent saving of time spent is meaning this data is incomplete. Thanks. Martyn
  11. We have updated to the most recent version of Service Manager and in the request list noticed this: Is anyone else suffering from this?
  12. With this text is there a way to adjust this, via translations maybe.... We just want to add a bit more to say e.g. If you require this to be re-opened please contact the Service Desk....
  13. 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
  14. Is it possible to change the customer of a request via the BPM? or will we need to do this via an intergration call?
  15. As suggested by @Victor, here is one situation where, from time to time, we needed to UPDATE a request. We have active the star rating and questions in customer feedback for requests but, from time to time, the customers make mistakes on providing feedback. The most usual situation is when the customer gives 5 star rating but they answer all the questions (we have 3 questions) as "very dissatisfied". Once the feedback is provided by the user, it can't be changed but, when we realize that this contradiction appears in a request (5 star rating with 3 very dissatisfied answers), we double check it with the customer and the customer always accepts that he/she made the mistake. In this situation we used to UPDATE the answers for what the customer wanted to answer. Now, with the limitation introduced by ESP Build 3237, we can't do this anymore.
  16. When using time recording in the Request List - Update action and you want to enter a value rather than just starting the time the UI is not showing properly. On all other actions it show properly as window beneath the action. Can the Update action be corrected to work the same as the other actions? Cheers Martyn
  17. As we finished the final quarter of 2019 and headed into 2020, Team Hornbill added another batch of fantastic new features and functionality to Service Manager. If you missed some of these new features whilst they were being rolled out, please see our latest quarterly update article for 2019 Q4 - which is now available in the "What's New" section of the Wiki (along with our previous quarterly updates). Here is a direct link to the latest edition: https://wiki.hornbill.com/index.php/Service_Manager_Quarterly_Update_2019_Q4
  18. I am looking to make use of the Customer Timeline Update Notification that emails users when a comment is added to the call. This is a nice feature that will remove the need to use the email section which is what we have been doing to this point. Is there a variable I can add to the email template that will display the last comment made? Cheers for the help.
  19. Organisation Import Tool v1.0.1, when using the Update (or Both) actions, does not pick up changes made to the custom fields so does not trigger the update action, when attempting to update the custom fields. Can this be corrected so that the update method check all fields? Cheers Martyn
  20. To get around the issue with the Organisation Import tool I need to run an update script to update custom fields and industry on a selected number of organisation records. Can you please advise how I request this to be done? Cheers Martyn
  21. Hi Currently, to ensure linked incidents are updated from a parent incident, there needs to be a node somewhere in the business process. This works, however the point at which an engineer will update a parent incident, as well as the number of times a parent may be updated, varies between each incident. What we require, is something similar to the "Resolve linked requests" drop-down you get on the "Resolve" tab when there are linked requests, but for updating on the "Update" tab. We need to be able to filter down every single update from a parent incident to the child incidents, without it being dependent on the business process. Is this something that is possible, or is there a different way to that outlined above, to achieve this? Thanks Lauren
  22. Hi, Another timestamp related post I'm afraid. I have just edited an update I made at 10:35 this morning and on the update in the timeline it shows the following. I understand that the timestamp is appended to the bottom of the update to show an edit has been made, but we think it should at least show the timestamp indicating the timezone where the edit was made, e.g. in this instance it should show "2019-09-17 10:35:11 BST".
  23. Afternoon all, I am doing a piece of work where we would like a ticket to go on hold waiting a updated email. But then depending on the subject of the email it will do 1 of a few things? So if the email is asking for more information for example it will put the ticket back to open and let the service desk know it needs more info. If the email is advising that the ticket has been logged in the suppliers system it will leave the ticket as it is. If the email is advising that the ticket is resolved it will close the ticket at our end. How would i build a process that follows these paths depending on the email subject for example? I know you can put rooting rule templates in but will this transfer to the ticket? H
  24. Hi We've recently encountered an issue whereby an analyst added a lengthy update to an incident of critical priority, but set the visibility as "Owner" before going on leave. We therefore didn't know what information the analyst had placed on the request, and had no way of providing updates to management etc. Therefore, is there a role or setting that enables certain admins of the system to see ALL updates, regardless of the visibility? Thanks Lauren
  25. When selecting the 3 dots on an update in a request there are a lot of options that are available, can one be added to email that update to the customer? For example, we update jobs with emails and updates which we would like to ability to forward these within an email template to others etc, but for this to be recorded in the request.
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