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  1. 7 likes
    I thought I would post a quick preview of an upcoming feature of our business process tool. We are expanding its capability to include a new "Web Call" node. This new node will enable you to make calls to other systems or cloud services applications via restful API's which significantly expands your options for automation of business processes that need to interact with other systems. My goal as the architect for our platform technology has always been to keep the BPM 100% code free so that process managers do not have to have a programming background in order to make effective use of our BPM, but thats always a play-off, and this is one example where the absence of code limits absolute flexibility because there are so many different shapes and sizes of API's out there, code is the only "glue" that will give you ultimate flexibility. To solve that problem we are also developing an "API bridge" service that can contain and run glue code required while still keeping the BPM clean and code free for simpler day to day use. Once this feature is rolled out (expected to be in the next 2-3 weeks max) we will be exploring options for achieving the same for on-premise IT infrastructure and operations type orchestration and automation which I hope to be announcing in the coming weeks. This initial implementation is only the first step on our journey for much greater expansion of our BPM integration capability broadening our scope of IT Service Management into IT Operations Management for which there has been a significant demand for. Gerry
  2. 4 likes
    All, Further update, this new feature has been implemented and is now working. As I mentioned above my biggest concern with this is how one maps input and output data to web calls, really the only flexible way to do that is with code and we specifically do not want our customers to have to "code" inside the BPM, because not only does that make it more complicated for less technical people but it makes it more difficult for us to guarantee customisations will keep on working. We are rolling this out as an experimental feature in order to solicit feedback and suggestions so keep in mind this behaviour may change or might even be replaced with something more rounded in the future. Here is the latest screenshot This will be available in the next platform build 2693 (or higher) which will be some time before the end of next week. If you want to use it you will need to enable the experimental flag in the advanced settings, just search for "WebCall" and you should find it. Gerry
  3. 3 likes
    @David Calder You can use a http:// image in the advanced settings Just be aware that if you make changes under Home>System>Manage Portals that it will NOT let you save the changes with a http:// image selected. I just add https:// and save and then change the settings back under advanced settings. The setting is: guest.anonymous.servicePortal.core.style.image.logo [EDIT:] Just FYI, I host most of our images on our iis server. The images won't show outside our domain but show fine internally.
  4. 3 likes
    Hi @Keith, I have had a read through this thread, and unless I have misunderstood, I believe that what you are looking to do can be achieved using the current Hornbill functionality. In your very first post you mention that the Working Time Calendar is against the Service Level and not the SLA. Its actually the other way around - you associate a calendar to an SLA. This means that all of the Service Levels within that SLA will run against that calendar. Now on to your scenario. I’m going to make an assumption here - please correct me if I’m wrong - and that is that the site of the customer logging the request is what should drive the selection of the Working Time Calendar that is used. The site of the customer is automatically stored against every request (unless the site has been explicitly selected during progressive capture or after the request has been logged - in which case, this method still works). For example, a customer has a site of Madrid, they log an Incident, the Incident is effectively logged against the site of Madrid and should therefore use the Spanish working time calendar. If the above is valid, this is how you can configure this: Step 1: Create all of your Working Time Calendars with the relevant working hours and holidays. In my Example, I have 2 calendars to use - a UK and USA Calendar Step 2: Create a Corporate Service Level Agreement (SLA) for every Working Time Calendar that you have. In my Example, I’ve created 2 SLAs - one for the UK and one for the USA. When creating these, ensure to select the relevant Working Time Calendar Step 3: For each of these Corporate SLAs, create the Service Levels, Targets and Rules (as you have already performed on your system). Unless you actually have different targets for different countries, these are likely to be the same against every one of your Corporate SLAs. In my Example, I have two Service Levels - one for Critical Priorities and one for Low Priorities. I have set these up with the relevant response and resolution targets and set up the Service Level rules to decide which one is selected, based on the priority of the Incident. I have repeated these actions against both of my newly created SLAs Step 4: Link both of the Corporate SLAs to a Service In my Example, I have created a Service called “IT Service & Support” and linked both my UK and USA SLAs to this Step 5: Create the SLA Rules When you add more than one SLA to a Service, you will receive a “Manage Rules” tab. This is where you define the rules to decide which SLA will be associated to a request of that Service. In my Example, my rules are based on the site of the request (i.e. the site of the customer). If the Site is London or Leeds, the UK SLA, with the UK Working Time Calendar will be selected, and then the relevant Service Level will be selected based on the Priority. If the site is New York or Washington, the USA SLA, with the USA Working Time Calendar will be selected and then the relevant Service Level will be selected based on the Priority. Inside one of the rules: The key thing to assess beforehand is which Sites should result in which Working Time Calendar. If you only have a few Services, this shouldn’t require too much configuration. I hope this makes sense - I have made a few assumptions of your current set up here, but please let me know if these are incorrect and I’ll try and see if there is another way this could be configured for you. Kind Regards Bob Dickinson
  5. 3 likes
    Hi @Gerry, Thank you (and the team!) so much! This will really help us. As Lyonel said, this really is a game changer. Have a nice weekend, Alex
  6. 2 likes
    I cannot find a way to put a request on hold until a specified date within BPM. As far as I can see the on hold period doesn't allow a date to be entered at all, only a duration from the current time. We would like to suggest an improvement to the update request task, Place on Hold to allow a date or variable to be provided. We'd further like to suggest that both a date (defaulting to today) and duration can be specified for all tasks that calculate a date. In MariaDb the ADDDATE function Calculates the date from the start date plus the duration and even allows negative intervals to be specified. For instance if the start date is set to 1/4/17 and the duration is -1 week this would set the task start date as 25/3/17. Hey presto we have a warning notice! Leave the date blank and enter a duration and it operates as now. Enter a date and leave the duration blank (or zero) to set a specific date. Any thoughts?
  7. 2 likes
  8. 2 likes
    Hi @Lyonel Thanks for posting on this. We are looking to introduce Release & Deployment into Service Manager, and the first step towards this is to have the Release Container. So in the initial release in Service Manager, you can expect to see something very similar to the existing Change Container, so the following * Release Form * Services extended out to allow the defining of Release Request Configuration (comparable to Change) * Ability to define Business Processes against your different Services and Profiles for Release * Ability to link Changes etc to the Releases * Ability to raise Releases via Progressive Capture * Request list and view filters for Release Requests * Extend out existing Progressive Capture forms and Business Process options to cater for the new Request Type. After the initial release, we will be looking to follow it fairly quickly with a Release Calendar. In parallel we are also working on defining the relationships between linked requests so you can understand which requests are say causing or fixed by etc when linked to a request / Release We have also in the last Service Manager update released the ability to automate the resolving / closing of linked requests so will provide the ability to automate say closing Changes linked to a Release. As Gerry has posted elsewhere on the forum we are also exploring what Orchestration / Automation we can offer / integrate with and this is an area which we will be able to update on in the coming months. I hope this gives you some information about what will be available initially and areas we will introducing in the coming months. Steve
  9. 2 likes
    @Steven Boardman, thanks for the update, getting some good updates for us through at the moment
  10. 2 likes
    Hi @Everton1878 @Terje Mognes There will be a new Automated Task node option added to allow for changing the status of the Service linked to the request. This will allow you to automate the changing of the Status when a new issue is identified, and for you to ensure that it is reset to either No Status or Available once the issue is resolved / closed. As this will be a new node option you can include this where ever you need in your processes. This will be available in either the next or following Service Manager updates, so expect to see this available in the next couple of weeks, be sure to check the release notes for these update. We are still investigating the options around the publishing / un-publishing options. Steve
  11. 2 likes
    https://www.hornbill.com/request/ if you enter your instance name and email it will check the status. [edit] @Victor types more quickly than I do!
  12. 2 likes
    You can publish libraries to the portals now @Martyn Houghton You need to add the role "MyLibrary Portal" to the user and then share the library with the role. This will then add a "My Documents" at the top of the service portal. I couldn't find any documents about the change anywhere however and had to find it myself so there may be a way to add documents to a service (other than as FAQs) but if there is I haven't found it yet.
  13. 2 likes
    Alex, Glad to hear that this is resolved. We have now identified the root cause (issue with stale Database connections getting reused rather than creating new ones) and will change our code to ensure that this doesnt happen again. We will also add additional monitoring checks to ensure that if such an event occurred in the future we are notified (and can take action) before it becomes an issue for yourselves. Kind regards Keith Stevenson
  14. 2 likes
    This should now be live
  15. 1 like
    Hi @TSheward_SGW I'm glad to hear this post has been useful to you. There isn't a way to alias the columns using the List Type above (Single Table Query). But if you change the list type to "Custom SQL Query" you have the ability to write out a SQL statement and include the Alias you need. So in my screenshot below, I have taken the example above and converted it into a free text SQL statement - including the Alias to call the result "Reference". Would this work for you? Kind Regards Bob
  16. 1 like
    Many thanks Daniel, yes we appreciate that quite a few others like the new view - its just personal preference for us - hence the plan just to keep the old view until the bitter end then move over when we had too and keep quiet lol
  17. 1 like
    Yes, I can't delete from the UI. I certainly wouldn't try deleting it from the database, I know how many issues that could cause!
  18. 1 like
    Hi Guys - can anyone advise me of the logic I need to make a decision based on change type? I don't want the request priority to appear if the change is an emergency (I know the flow is wrong in the picture below lol I need to swap them round) as shown; thanks
  19. 1 like
    Hi @Henrik Brattlie, Manag-E Thank for the suggestion, this has come up before and its something we want to look at, the team will investigate options and post back here once we know more. Gerry
  20. 1 like
    There's just the one dedicated shortcut combination at the moment which allows you to quickly navigate to a particular request when you have the ID to hand. CTRL + SHIFT + F
  21. 1 like
    That doesn't necessarily specify the Service, just the type of Request. Check your app.itsm.progressiveCapture.* settings - this is the progressive Capture that the button will use for the Raise New -> *** options. Likewise the app.requests.defaultBPMProcess.* Knowing where these are pointing can clear up a lot of confusion!
  22. 1 like
    Hi @Everton1878 Depending on if you are supporting internal users who use the Service Portal, then you could go to the Role in the admin tool and then the Assigned Users tab, and use the Multi-select User option for adding the required users to the role, rather than adding the role onto each individual's profile. If you are supporting external contact's via the customer portal, then you would need to go to each Organisation which you support (in the user app), and open the Portal Access option under the Request section of the organisation's record, and for those contact's who have Portal Access, slide across the Can Cancel option to enable this on the customer portal. Steve
  23. 1 like
    Yep, I can see its gone now. Thanks again for your help.
  24. 1 like
    As we are using Hornbill on a global scale across many depts etc we are finding that the number of measures, widgets and dashboards is unmanageable and prevents the retrieval of data needed to answer the questions that arise on a daily basis. What is really needed is... a. The ability to drill into report information to a lower level. i.e. A widget showing regional data should be able to be drilled into to show site information or service volums within that region etc. b. The ability to dynamically filter from within a dashboard or widget. Are any such features available today or planned for development? Thanks Keith
  25. 1 like
    HI Paul, When using the assignTeamOwnerCreator automated task, the operation should assign the request to the specified team only, if the creator of the request is not in that team. As requests are being raised by contacts on your customer portal, the requests should be assigned to the team specified in the business process only. The error you are seeing there is a defect to do with the content that is posted to the request timeline which I have raised internally with our development team and should be fixed and available very soon in an upcoming build. You can of course apply an individual business process to each catalog item in your service catalog. This is definitely an option open to you, or you could simply put a decision node at the start of your business process and make a decision on assignment based on who has raised the request using the getReqInformation automated task. Alex
  26. 1 like
    Hi, I think we've asked this in the past but I was wondering if there were any changes planned It would be great if we could automatically publish problems and known errors to the portal and change the service status when logging a major incident, problem or known error Currently for our Major Incidents we publish to the portal when we let the business know about the issue We have the email template configured to ask affected users to click the Me Too button and we provide a link to the portal Sometimes people forget to publish to the portal and change the service status Then the email goes out asking users to inform us using the Me Too but they can't if we haven't published it We're looking to use the number of connections to our major incidents in our monthly reporting thanks, Pete
  27. 1 like
    Hi @Gary@ADL Thanks for your post. There is an option for suspending the schedule but it is not listed under requests. As this is a feature that is only available on Change Requests you need to go to the Change Requests Entity. Unfortunately from what I can see, there are no suspend options for Publish or Workaround. Regards, James
  28. 1 like
    Hi @yelyah.nodrog Hornbill doesn't have security identification questions as a specific feature, but there are a few things you could try which may work you. I'll can suggest a couple of things to see if this would give you what you need. As an administrator who has the rights to use the Form Designer on the User's Profile view, you can use the Design option, and add a new field or fields to any of the profile sections (renaming the label and type of field as needed. The key thing you need to do, is untick the box which says Show this field in the form You can then go ahead and save the changes by pressing Apply, and then Apply Changes to save both the fields and the form. If you wanted to you could also untick the The field cannot be edited option as well, but if the field is not shown this should not be important. Before you hit the Apply Changes button the field will be greyed out and this indicates it will not be visible once the changes are applied. Once the changes are applied, when you view the user's profile you will not see the field, even if you go into edit that particular section of their profile. Now that you have a field or fields for this information, you would need to go about importing / updating the information for your user's which you wish to hold in these fields. Now you could do this manually through the admin tool and the user's profiles, or if you have this information on your directory services you might want to include it in your nightly update to populate the fields. This information will be visible to administrators who have access to the admin console, and have rights to view the users via the admin console as follows, but i am assuming you are going to be ok with those level of users having this visibility (Home > System > Organisational Data > Users > About Tab on the user profile) Now moving on to making this information available to your service desk staff during the request logging process for security / verification purposes. Now as i have earlier, Hornbill does not have a security / verification feature specifically but what you can do is choose to display the custom fields from the users profile on the Customer Details Progressive Capture form, so that when a customer call's in the service desk staff can see the security information about the user displayed, and they can ask for character x or y which they can visually confirm based on the customers response. To add these fields to the above form, you need to go into the different Progressive Capture flows you use, and the Customer Details form, and if you click on this form, you will see the options to add Additional Display fields here you want to add in the attribute fields which hold the security information. Remember to save and activate your changes. When your service desk staff now log a request using the progressive capture form, this is what they will see, including the Security Information field which i added to the users profile on the right hand side information about the user. Obviously do be aware that whilst we can hide the field from the user's profile, we are then holding this information in the database against the user's profiles, so user's who have rights to the advanced reporting options / admin functions in the admin console would potentially have access to this info (This information is not accessible through the views, charts and personal dashboards in the service desk / list views). I hope this helps and give you at least an option to consider? Steve
  29. 1 like
    If you know SQL @Martyn Houghton you can do that quicker using this statement: SELECT h_id, h_service_id, h_catalog_title, h_order FROM h_itsm_service_catalog you can rework the h_order column and then do a quick SQL update. I did it when we went live as I was unhappy with the sorting but could not be bothered to manually rearrange the 460+ catalog items we have!
  30. 1 like
    @Martyn Houghton you can change the order of catalog items by "drag n drop" Is that not working for you? It is on our instance.
  31. 1 like
    Hi @Ehsan, Me and @m.vandun would like to say that this is a feature that we too have been waiting on for a long time. As an organisation only supporting external customers we look forward to being able to publish documents for them to use. This will save a lot of phone calls to our servicedesk every day. Thanks, Alex
  32. 1 like
    We have added a couple of features to our collaboration platform to help you express yourself when collaborating using a simple "/" slash commands. We have added support for Giphy, Emoji as well as the ability to easily mention Workspaces, Organisations and Contacts within your posts and comments. And of course, because our applications like Service Manager, Customer Manager, Timesheet Manager, Document Manager and others are all built on top of our Collaboration platform, these applications get these new enhancements too. I hope you enjoy using these features as much as we enjoyed creating them. These features will be available in our next update this week. Please see a recent blog article describing the new features here: https://www.hornbill.com/blogpost/hornbill-plugs-in-giphy-and-emoji/
  33. 1 like
    The Hornbill ESM app stores information on access given to users for different services (Service subscription), But can not be used for audit control/revisions. The access provisioning is not linked to or controlled by the request process. We see a need to store this information in Service Manager, and also automate the process. A user should be able to Request access to an application from the Service Portal. The fulfillment process should include approval, and then automatically add the user to the correct Service/application as a subscriber. The subscription record should also include a text field for additional information like type of access (e.g. Administrator access), and store the link to the initial Request. If we can create reports or views based on subscription, we will have total control over all given access, including the Requester, Approver, date/time etc. The unsubscribe process should be automated the same way. If we also could trigger external automation tools, the process could actually execute the request as well.
  34. 1 like
    All, Following the above we have now made changes to the Analytics engine and Admin tool used to manage this (Prevents multiple joins that would return an extraordinary number of records). This is currently on our beta testing stream and once tested will be rolled out to all. We are also changing the way services handle large data sets (In excess of 30GB) and adding additional self correcting mechanisms to avoid issues (These will be rolled out as part of our continuous delivery of the weeks ahead) . Looking even further ahead we already have plans to overhaul reporting that will drastically reduce the impact of any large data sets. Kind Regards Keith Stevenson
  35. 1 like
    Hi Are there issues with Hornbill? All users getting the following when logging in Failed to initialize application FlowCode Exception (com.hornbill.core/flowcode/fc_ops/adminInitaliseData): An unexpected database error occurred while trying to get role information Please contact you system administrator or click here to try again Thanks Chris
  36. 1 like
    Hi Kelvin, Thanks for your post. Every now and again I have seen this myself. In most cases it is temporary. I have seen this when a request has been open in a browser tab for a long period of time. In order to secure the Timeline there is a security token that makes sure that the people viewing the request also has rights to the Timeline. I've seen cases where the security token has expired. Sometimes a browser refresh or logging out and back in can resolve it. Let us know if it persists for the user or if you have found that one of the other suggestions has worked for you. Regards, James
  37. 1 like
    @derekgreen If you go to the user account you want to use for the connect, you can then generate the key from the API Keys tab. Cheers Martyn
  38. 1 like
    Is he subscribed to the service that incident IN00037597 is under? If I've ever had that screen it's always been that issue.
  39. 1 like
    All, We have just witnessed the issue again (Same subset of customers). This occurrence of the issue has now been resolved. The root cause is that a set of temporary resources was exhausted causing a bottleneck whilst other requests waited. The resolve was to clear the block. This issue has become apparent due to a recent addition to the Service Manager application and advance analytics, which allows the creation of free form reports\joins. If these are not carefully crafted they can create unexpected large volume sets. We are working to identify any instance that may suffer from this issue and will be contacting the primary\secondary contacts for each instance to provide guidance on report creation whilst we investigate a more permanent solution. We apologies for any inconvenience. Kind Regards Keith Stevenson
  40. 1 like
    @Awalker you might see the log entry again... but as long as the entry says this: "bpmProcess cannot be resumed: The process ... is currently busy with..." you should not worry that something is wrong. I'll give another example: userLogon API. If an user tries to log in and enters invalid credentials the API will fail and you will also see a similar "failure" error in the logs. However this does not mean the API code has an error in it... the API does something along the lines: Evaluates user input -> If credentials ok -> Do more stuff. If the API call goes through all the stages then you have a successful API call. If it doesn't, because the API does not allow the full call, stopping at "If credentials ok", it means the API call in itself "failed" to complete. "Fail" in this context is a technical term...
  41. 1 like
    Would it be possible to incorporate a change that would automatically add people as connections to a call from the email I.e. If the email is sent to the service desk email and other people, could the other people be added to the call as connections? could the same be done for people who are CC'd into an email to the service desk? i suspect this might be a bit complicated and there will probably be occasions where a person included in the email doesn't exist in the system as they are a third party It would also be great if anyone added as a connection to a call could see that call via the portal i like the recent update to allow managers to be set against users and then for that manager to be able to see all the calls of the people they manage. Just need a few hours to get it all set up now
  42. 1 like
    Thanks @Daniel Dekel
  43. 1 like
    @Steven Boardman Thanks for assist. I've modified the custom form, the business process to use the custom fields instead of the answers. Added the custom fields into the template and it works! Thanks for guidance Doug
  44. 1 like
    @LouCoo I'm not aware of any current setting or functionality to make this mandatory... I'll asked our dev team to see if they know of any way...
  45. 1 like
    Hi Would this functionality be something that could be implemented? As not everyone in our team uses the 'availability' option and always show as available even when they're not in. Would be useful to show online, inactive and offline in a widget. Thanks
  46. 1 like
    Hi @carlt Thanks for your post. At the moment we don't have a setting to make the priority mandatory prior to the resolution of a request. This is something that we need to provide options with as some people do not use priorities on all of the different types of requests and we need to maintain this way of working. Also, I believe that priority is not the only piece of information that someone may want to enforce prior to resolution. It may also be a combination of these fields and only at a particular time within the workflow that these are required by. One of the ideas that we have been looking at is to allow the BPM Workflow to control which actions are available at any given point. For example, you could hide the resolution action up until a certain point and only once all of the appropriate information has been supplied is the resolution action made visible. Do you think that this would help in your scenario? Regards, James
  47. 1 like
    We would definitely be interested in this as well! Look forward to hearing from when anything more is known. Thanks, Alex
  48. 1 like
    Hi @m.vandun Glad to hear it's working. To show the actual request IDs as well will require a separate widget with a type of "List of Data". Using this one, you add very similar criteria - but this time, instead of getting a count, it will list the columns that you choose. An example config here is as follows: Then, you can use a dashboard to place your widgets side by side: Hopefully this will help you achieve what you are looking to do! Bob
  49. 1 like
    Hello - is there any up date to this? Both the login and Logout splash pages show the hornbill logo and we want it to be our corporate one ...
  50. 1 like
    Martyn Unfortunately your achievement data are not set. To be able to do it you need to have assigned a role with application right “canManageAchievements” (just create one like you see on attached screenshots). Once you do it you will find a new link in your core application icon.