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Martyn Houghton

Hornbill Users
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Everything posted by Martyn Houghton

  1. The colours used in Dark Mode for the Timesheet module are not readable, especially the summary totals - white on light blue. The blue on black is just about readable but could do with more contrast. Cheers Martyn
  2. @MichelleReaney This is possible as the ChangeService node allows this in the workflow so there must be an API endpoint for it. Hopefully someone from Hornbill will be able to advise. Cheers Martyn
  3. As part of our Enterprise Service Management work to automate processes and get our internal customers to log requests via the Employee Portal we have Intelligent Capture (IC) that use Data Providers to capture information such as external Organisation lookup. However due to a current system restriction these are blocked and do not return any data for Basic Users. This means we cannot validate and trust the values entered into fields and then pass into workflow automation. Can we raise an enhancement request for allowing Basic User access to the Data Providers. Cheers Martyn
  4. Linked to our earlier request for admin api integration, can we also request the following additional API functions. Create an Idea with - https://www.aha.io/api/resources/ideas/create_an_idea Create an Idea with Custom Fields - https://www.aha.io/api/resources/ideas/create_an_idea_with_custom_fields Create an Idea Comment created by an Aha! user - https://www.aha.io/api/resources/idea_comments/create_an_idea_comment_created_by_an_aha!_user_(specified_by_id) Create an Idea Comment created by an ideas portal user - https://www.aha.io/api/resources/idea_comments/create_an_idea_comment_created_by_an_ideas_portal_user_(specified_by_id) Thanks Martyn
  5. @AlexTumber Any update on this and whether Updates will now use a template to get to this propose option? Cheers Martyn
  6. @ArmandoDM Thanks for the clarification. Will the node help text be updated to reflect this now? As we are using this in a BPM and the version information is variable, the manual option is not applicable. Therefore I suspect we will be raising an enhancement to have a 'data provider' option for retrieving a list of versions for a selected Vendor/Product combination to get the raw Version ID and the display h_version text value to capture the information for the workflow. Cheers Martyn
  7. @Gerry Both items relate to the customer side. We are being asked questions in tenders from public sector bodies about the accessibility of the Service Desk Portal which is made up of the Customer Portal and Live Chat on the former. Cheers Martyn
  8. Linked to the post for the Customer Portal (link below) about accessibility, can you advise of any testing and design you have undertaken with make Live Chat workable with assistive technologies such as screen readers etc? Cheers Martyn
  9. Currently, the assetsCreateSoftware node only allows you to populate the User and Owner of the asset but does not allow you to 'Enable Sharing' and populate the Shared with, in our case as an external support provideer we want to set this to the external organisation as we are creating license assets for on-prem customers. Cheers Martyn
  10. We are creating a Software Asset via the BPM Node assetsCreateSoftware node, but the Version field even though we have tried passing it as a hard code string and as a string variable will not populate the asset. The string values match the version string populated in the Asset Management module for the Vendor and Product combination. The node succeeds in creating the asset but the version value us not populatated. Cheers MArtyn
  11. @AlexTumber Is this something that is being considered? Cheers Martyn
  12. @Estie It is not possible to express/enter them as months. You need to calculate the duration in days, hours and minutes based on the working time calendar. Are you going to the Hornbill User Group (HUG) session in London next month? If so happy to have a conversation at the event about it in more detail. Cheers Martyn
  13. @Cigdem Turner If you retire the catalogue items under the service, so new requests are not able to be logged, but not the service itself then the customers will still be able to access their current and closed requests under the service. We then use the service availability setting to set it as Impacted advising them the service is retired and pointing them in the direction of the new service (if there is one). Then eventually we will then retire the service as well. Cheers Martyn
  14. @Adrian Simpkins We post them under "CRM & External Customer Service & Support" as there is no 'Customer Portal' topic. I am hoping the new Knowledge Base facilities will allow us to easily select documents on the request and the customer will be able to see and access the linked document directly from the customer portal. Hopefully, there will be an update on this at the March HUG meeting. Cheers Martyn
  15. @AlexTumber Just wondered if there was any update on the suspend awaiting sub status change? Cheers Martyn
  16. This is becoming quite a barrier for us, as trying to push our Account and Project Managers to use the Employee Portal to view customer (external contacts) requests where they are added as a connection. Due to the volume of requests where they will be a connection on, not having even a basic textual filter to allow the manager to filter by request request reference or external organisation name is a real barrier to making use of this functionality. Cheers Martyn
  17. Can we just check the current version of LDAP Utility show as 4.2.10 (patch) in the log file when run? Cheers Martyn 2024/02/07 07:05:16 [MESSAGE] Flag - forcerun false 2024/02/07 07:05:16 [WARN] Current version 4.2.10 (patch) is greater than or equal to the latest release version on Github 4.2.10
  18. @Estie Your calculation is based on 9 business hours a day, so I am presuming your Working Time Calendar is 08:00 to 17:00hrs (aka 9 hours). If you are working 5 days a week, then 6 months/182.5 days elapsed would be 130.35 working days (5/7ths), or if 7 days a week it would be the former 182.5 working days. As this is the SLA timer only counts when the Working Time Calendar is active, so 9 working hours times the number of working days 130.35 or 182.5 gives you 1,173.15 or 1,642.5 working hours. Now we can take the working hours and convert this into the units you need to enter into the SLA target. 1,173.15 working hours equals 48 days, 21 hours, 10 mins. 1,642.5 working hours equals 68 days, 10 hours, 30 mins. Cheers Martyn
  19. @AlexTumber Might be wrong but I thought the 'Update request' option at this time does not use a routing rule template Cheers Martyn
  20. @AlexTumber Just checking the option to override visibility is applicable to both the 'Rasie new request' and the 'Update request' operations, as the screenshot appears to relate to a template used by the 'Raise new request' operation. The reason for having on 'Update request' is we are using email updates to bring in and trigger the BPM in relation to Enterprise Service Management actions happening outside of Hornbill. Cheers Martyn
  21. @Estie The duration is based on the working time calendar, but even if your working time calendar is 24/7 you would need 183 days for 6 months, so not sure how you got to 480 days. Perhaps if you can list your working calendar and your calculations we can advise further. Cheers Martyn
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