Gary@ADL

hi guys - i created a new service yesterday, still today it is not appearing in my list of services i can reference when creating a custom routing rule, am i missing something here? my service is not appearing in the "services" drop-down here. service seems to be created all ok, assigned a team etc, many thanks

Hi Guys - thanks both, @Bob Dickinson this is brilliant and works thank you i had figured out if i changed the field from a dropdown to a single line text field it would let me change it within the Questions section of the ticket, but this wasnt updating the backend. the way you have shown me also updates the backend too, which does exactly what i need it to do, many thanks

Hi Guys - are we able to use the database direct function to change records? we need to change the value of a custom field set during request capture by a request question. i have looked and cant seem to change it in the request itself, so i tried to change it using SQL but im getting an error here, so i wandered if im doing something wrong, or is this a permissions issue? i can get the record ok but when i try to run the following - UPDATE h_itsm_requests SET h_custom_a = 'P1' WHERE h_itsm_requests.h_pk_reference = 'PM00238151' i get an error executing query if i click on the field i want to change, i get an error about no primary key? many thanks

Hi guys - when you select multiple tickets in the request view you can select the cog at the tog and "request actions" will pop up - is there a way to customize what is on this screen? ie we'd like to remove the old boards option (and probably the new one too as we automate our boards), and also add an Assign section/button, to allow us to assign multiple tickets at once to a different team. many thanks

+1 note we can still search for tickets ok and view tickets from boards.

thanks Steve - ive set the logging but i reckon you've given me the answer anyway it looks like the field is looking for the team ID, not the team display name - which is what the user group picker outputs both match if you were to set the team field to manual (as it lets you pick using the display names) many thanks

Hi Guys - we are using the Log Request node to log a new ticket, and we'd like to assign this ticket based on a task previously completely in the process. in our task we have 2x Hornbill User Picker fields for team and for analyst, but with both of these populated the ticket is still not being assigned correctly? so if i pick myself as the analyst its adding me as a member to the ticket, but is just assigning it to our reception queue, rather than myself in the escalation queue. i previously had the team and owner fields as fixed entries in the Log Request node and this worked ok, its only since i start referencing the task answers that this process stopped working. i have a get request info node right before the Log Request node, but i cant find a Get task answers node, but it lets me reference the task all ok in the variable picker, any thoughts? thanks

hiya - it looks like referencing the dynamic list was causing the problem, ive tried it just using a static drop down list and it works all ok.

Hi Guys - please can someone hopefully point me in the right direction of where i may be going wrong, im trying to refence the answer to a task to drive a decision later on in my process, but it doesnt seem to be picking up the reference, so when i select "Scarborough" from the dynamic drop down list in the "deployment site" field it should go down a specific path as shown below. not sure what i am missing here? ive got a "get request info" before the decision so it should be picking up the task data? many thanks

Hi Guys - we are getting this issue occurring just now? when we try to log a new call and select a catalog item underneath a service, it just loops back to the select a customer screen, if we dont select a category, and simply select the service, it will allow us to proceed, but does not use our pro-cap, (and also i think it should be set to not allow just the service to be selected without a catalog item) many thanks

ah thats got it - thank you - @Steve Giller @James Ainsworth

the entity is blank - but i cant see where to set this?

Hi Guys - im trying to setup a button on requests, that when clicked, generates an email to the customer, ive setup the auto-task, but it doesnt appear when i create a custom button on a request, what am i doing wrong? or am i just being impatient? i created it about an hour ago, cheers

Hi @James Ainsworth - its a disabled process yes! good spot, i will re-route them all to the correct one, and come back to you if any problems, many thanks Gary

hi @James Ainsworth - i just got this issue myself, i clicked send, it popped up that error message then took me back to my email (as below), then i pressed send again, and the same thing happened, but both these mails have sent it hornbill, and i rteceived them, but they have not showed up on the ticket. thanks