Automating regular activities in Hornbill

[RRR]

“In our previous ITSM platform, we had a feature that allowed us to automatically create and assign calls for regular activities on a weekly, monthly, or quarterly basis. Is there a similar way to automate the creation of service requests for recurring activities in Hornbill?”

[Keith Stevenson]

@RRR
Thanks for the post. Scheduled requests are probably what you are after


https://live.hornbill.com/INSTANCENAME/admin/app/com.hornbill.servicemanager/administration/scheduledrequests

Which is documented here

https://docs.hornbill.com/servicemanager-config/administration/scheduled-requests

Kind Regards

[SteveJackson]

I have a follow up question to this please.

The person who previously looked after all things Hornbill has just started maternity leave, and I have taken over her role. For security reasons we set her account to Suspended but this broke all of the Scheduled Tasks that she created.

Is there any way to amend these so that they continue to run or is it a case of recreating them all using my account?

[Steve Giller]

6 minutes ago, SteveJackson said:

this broke all of the Scheduled Tasks that she created.

Can you explain what 'broke' means?
It's very difficult to diagnose an issue without any details of the symptoms.

[SteveJackson]

Sorry!

The Scheduled Task failed. I'm assuming because it tries to assign a daily task to a specific user, and as the person who created the Task was suspended the Task couldn't be assigned by them to the correct user.

Hopefully this makes sense.

[Steve Giller]

I've just set up a scheduled Task, then suspended the User who created them, there were no errors or broken Tasks, the Task simply was not created.

Also, as you mentioned this was have a follow up question, can I check that you are referring to Tasks (Activities) and not Requests? The original question was about Scheduled Requests rather than Scheduled Tasks.