QEHNick

In this scenario, the third party does raise the request via our service desk but has no access to Service manager. We do not want to add any contacts or users. It sounds simple, to add a file from the document library to an email, the cloud automation tool discussed in another thread almost does the trick (it adds the file to the request), so it seems to me to be a small step to be able to add that file to an email. Perhaps a feature request?

Ok, thanks for the answers.

On the customers portal from the "My Requests Widget".

A third party with no access to Service Manager? Is it possible for them to get the document from the link?

I don't know if this is by design, but I'm seeing a behavior I did not expect. If a logged request has it's customer changed, the new customer cannot see the call in the "My Requests" section.

Excellent, does this then mean we still have to use the import tool?

Well this is a coincidence - I'm just working on a BP hoping to achieve just that; pull a document from a document library and attach it to an email as part of the process. It goes along the lines of customer selects the option they need, the BP processes that request and determines which form they need to complete. Form is pulled from library and attached to email which is then sent to the email address they provide - for this process in particular, a third party is required to complete the form. Sounds like it should be easy to do.

Very quick question regarding ITOM and asset information gathering. Can it a replace the need to import via the asset import tool? If so, do I need to clear out he existing assets before implementation?

I've been advised to log a ticket about this before I make any radical changes. The process was working for the last month or so.

That's a nice Idea Steve - I'll look into trying that out.

Thanks James, does this mean I am using the wrong authorisation type? I want my customer (manager) to be able to authorise a request put in by another cusotmer.

This is the first time anyone has REJECTED an authorisation in one of our BPs. However we get this error in the process. I need a degree in Hornbillism to be able to understand it. Any ideas what I've done wrong? Xmlmc method invocation failed for BPM invocation node 'stage-9b05253c/flowcode-d60b4d9c': <methodCallResult status="fail"> <state> <code>0207</code> <service>apps</service> <operation>getAuthorisationOutcomeDetails</operation> <error>/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::queryExec] The user &apos;40A95AC2-25B3-4FA6-B4AC-8D7C1FBBEEBF&apos; has the application privilege level &apos;basic&apos; but requires &apos;user&apos; to invoke this stored query: bpmUtility.GetLastAuthTaskId</error> <flowcodeError> <where>Execute</where> <filename>/apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js</filename> <lineNumber>189</lineNumber> <columnPos>20</columnPos> <message>Uncaught EspMethodCall::invoke: Operation[data::queryExec] The user &apos;40A95AC2-25B3-4FA6-B4AC-8D7C1FBBEEBF&apos; has the application privilege level &apos;basic&apos; but requires &apos;user&apos; to invoke this stored query: bpmUtility.GetLastAuthTaskId</message> <errorCode>1001</errorCode> </flowcodeError> </state> </methodCallResult>

Ok, so this worked. WEEK(NOW())=WEEK(h_dateresolved)

Does anyone else have this duplication in field flag conditions? As far as I can tell, the functions are the same.

Does anyone know how I can report on resolved/ logged calls for the CURRENT week for a widget SQL Filter? I've tried lots of SQL commands found on t'internet, but none seem to make the SQL muncher happy. "h_date_resolved >= DATEADD(DAY, DATEDIFF(DAY, 0, GETDATE()) / 7 * 7, 0) AND h_date_resolved <= DATEADD(DAY, DATEDIFF(DAY, -1, GETDATE()), 0)" etc.

Cheers Sam, do you mean this? 2022/03/28 13:48:21 Loading Config File: CONFIG FILE NAME 2022/03/28 13:48:22 Current binary is the latest version: 3.0.0 2022/03/28 13:48:22 ---- XMLMC Database Asset Import Utility v3.0.0 ---- 2022/03/28 13:48:22 [DEBUG] Flag - Config File CONFIG FILE NAME 2022/03/28 13:48:22 [DEBUG] Flag - Dry Run true 2022/03/28 13:48:22 [DEBUG] Flag - Concurrent 1 2022/03/28 13:48:23 Caching User Records from Hornbill... 2022/03/28 13:48:23 Loading Users from Hornbill 2022/03/28 13:48:23 getUserAccountsList Count: 7610 2022/03/28 13:48:23 Loading User Accounts List Offset: 0 2022/03/28 13:48:23 Loading User Accounts List Offset: 1000 2022/03/28 13:48:24 Loading User Accounts List Offset: 2000 2022/03/28 13:48:24 Loading User Accounts List Offset: 3000 2022/03/28 13:48:24 Loading User Accounts List Offset: 4000 2022/03/28 13:48:25 Loading User Accounts List Offset: 5000 2022/03/28 13:48:25 Loading User Accounts List Offset: 6000 2022/03/28 13:48:25 Loading User Accounts List Offset: 7000 2022/03/28 13:48:25 Users Loaded: 7610 2022/03/28 13:48:25 Caching Application Records from Hornbill... 2022/03/28 13:48:26 Connecting to Database Server: OUR SERVER NAME 2022/03/28 13:48:26 2022/03/28 13:48:26 [DATABASE] Running database query for Laptop assets. Please wait... 2022/03/28 13:48:26 [DATABASE] Query for Laptop assets: WHERE at.AssetTypename = 'Windows' AND os.ProductType = 1 2022/03/28 13:48:26 [ERROR] [DATABASE] Database Query Error: mssql: Incorrect syntax near the keyword 'WHERE'. 2022/03/28 13:48:26 2022/03/28 13:48:26 [DATABASE] Running database query for Desktop assets. Please wait... 2022/03/28 13:48:26 [DATABASE] Query for Desktop assets: WHERE at.AssetTypename = 'Windows' AND os.ProductType = 1 2022/03/28 13:48:26 [ERROR] [DATABASE] Database Query Error: mssql: Incorrect syntax near the keyword 'WHERE'. 2022/03/28 13:48:26 2022/03/28 13:48:26 [DATABASE] Running database query for Server assets. Please wait... 2022/03/28 13:48:26 [DATABASE] Query for Server assets: WHERE os.ProductType IN (2, 3) 2022/03/28 13:48:26 [ERROR] [DATABASE] Database Query Error: mssql: Incorrect syntax near the keyword 'WHERE'. 2022/03/28 13:48:26 -=-=-= Summary =-=-=- 2022/03/28 13:48:26 Created: 0 2022/03/28 13:48:27 Create Skipped: 0 2022/03/28 13:48:27 Create Failed: 0 2022/03/28 13:48:27 Updated: 0 2022/03/28 13:48:27 Update Skipped: 0 2022/03/28 13:48:27 Update Failed: 0 2022/03/28 13:48:27 Update Extended Record Skipped: 0 2022/03/28 13:48:27 Update Extended Record Failed: 0 2022/03/28 13:48:27 Assets Software Inventory Skipped: 0 2022/03/28 13:48:27 Software Records Created: 0 2022/03/28 13:48:27 Software Records Create Failed: 0 2022/03/28 13:48:27 Software Records Removed: 0 2022/03/28 13:48:27 Software Records Removal Failed: 0 2022/03/28 13:48:27 Asset Supplier Associations Success: 0 2022/03/28 13:48:27 Asset Supplier Associations Failed: 0 2022/03/28 13:48:27 Asset Supplier Associations Skipped: 0 2022/03/28 13:48:27 Asset Supplier Contract Associations Success: 0 2022/03/28 13:48:27 Asset Supplier Contract Associations Failed: 0 2022/03/28 13:48:27 Asset Supplier Contract Associations Skipped: 0 2022/03/28 13:48:27 Time Taken: 6s 2022/03/28 13:48:27 ---- XMLMC Database Asset Import Complete ----

I came here for this too. Even if we can't have "Logged by team", can we have "Logged by (name of analyst)"? I'm referring to the filter views also as I'd like to get a read on how many calls are logged by my service desk team.

"Query": "SELECT at.AssetType AS AssetTypeID, at.AssetTypename AS AssetTypeName, a.AssetID, a.AssetUnique, a.Domain, a.Username AS ADUserID, a.FQDN, a.IPAddress, a.SiteID, CASE WHEN at.AssetTypename = 'Windows' THEN os.Caption WHEN at.AssetTypename = 'Apple Mac' THEN mos.SystemVersion END AS OperatingSystem, a.SP, convert(varchar, a.Firstseen, 20) as FirstSeen, a.Description, a.AssetName, a.Mac, a.Uptime, a.Memory, a.NrProcessors, a.Processor, convert(varchar, a.LastChanged, 20) as LastChanged, os.Caption, os.ProductType, convert(varchar, ac.PurchaseDate, 20) as PurchaseDate, convert(varchar, ac.Warrantydate, 20) as Warrantydate, ac.Manufacturer, ac.Model, ac.Serialnumber, u.Displayname AS ADUserName FROM dbo.tblAssets AS a LEFT JOIN dbo.tsysAssetTypes at ON a.Assettype = at.AssetType LEFT JOIN dbo.tblOperatingsystem os ON a.AssetID = os.AssetID LEFT JOIN dbo.tblMacOSInfo mos ON a.AssetID = mos.AssetID LEFT JOIN dbo.tblAssetCustom ac ON a.AssetID = ac.AssetID LEFT JOIN lansweeperdb.dbo.tblADusers u ON a.Username = u.Username"

The original post is still an issue. Spoken to Bob, who will escalate - thanks Bob!

Nice idea, but it's not visual enough for our agents. The Urgency column in the request list is the ideal indicator.

Here's the scenario; We want to allow our customers to be able to self assess the urgency they believe their request warrants by means of a simple drop down selector. That's the easy part. What we then want to do is have the BP set the urgency level automatically based on that selection. Sounds like an easy ask, but I can't see any option to do that. Does anyone have a suggestion (I've searched the forums).

Thanks James, I'm aware of these, however, that's not what I'm after. I'd like to be able to use the Activities templates as well/instead as It would save some time. Human tasks will get the job done I suppose. I guess I was just trying to shove a square shape into a triangular hole. It's just they don't share the same categories as an activity and you can't get them in the BP.

Quick question as I can't seem to find an answer. Is it al all possible to add an activity to a call as part of the BP automation? It would be great if you could, especially from a defined template etc.

I have a scenario where I want to either; A) respond to an incoming email without a call reference on it with a specific message (we don't want to log it as most of what our customers email is utter inconsequential twaddle). or B ) Delete any such message. I can't see if this is possible, any advice would be welcome, thank you.

Resolved - I identified an issue with the BMP where I was calling a value which hadn't been "get" yet.