Ralf Peters

@Pamela we have seen the same yesterday, where users raise tickets through the portal and the BPM's are not being applied on some ? is this the issue you are investigating ? Thanks Ralf

@derekgreen another option if you have access to run powershell : import-module activedirectory get-aduser <account name> -properties *

Hi @Daniel Dekel , just some feedback : when raising a ticket from an email , it moved the email into the delete folder once logged , but it does not clear the preview of that email ( using chrome ) and sometimes the folder counters do not reset . you have to reload the mailbox to update it . Thanks Ralf Peters

Hi @James Ainsworth , in our BPM we automatically email the customer with the resolution when the ticket has been resolved , is there a way to automatically include connections as well on resolve ? Thanks Ralf

Hi @steven boardman , Thanks for the example ! I already implemented your advice and very much like the idea that it preserves the original answer in the question section and any change are reflected in he extended custom section . My User unfortunately wants to see original and current values on the report L. Happy to wait for the SQL implementation , as it is purely cosmetic . Thanks Ralf

Hi @Daniel Dekel i seem to have to click on the inbox link to update the mail box to show new emails that came in , also when i then raise or apply an email to an existing request it goes back to the old format of the email ?? Thanks Ralf

Hi @Daniel Dekel should the new mailbox design auto refresh ? Thanks Ralf

please disregard ; just found this one :

Hi, is there a decision node available that has more then 3 options, something like a "Case" node ? i have a service with 7 catalogue items , the only difference is who gets the notification email, so rather then use a number of nested decision nodes , a "case" node would be handy and i could use a single BPM Thanks Ralf

Hi @steven boardman , thanks for the update i could almost get away with the request entity but it does not link to the h_itsm_questions table , so i'll wait until the SQl Schema designer has the functionality added . Thanks Ralf

Hi @steven boardman think what @shamaila.yousaf was asking was. if the user has the option to select either an incident or service request catalogue item , when they select the incident catalogue item , but in ITIL terms it should have been a service request , what the best way to convert one to the other ? Thanks Ralf

Hi @steven boardman, that is great, will be looking out for this . Thanks Ralf

Hi @steven boardman , "Type":"Content", "Parameter":"extra", "Content":"{\"checkLists\":[{\"value\":\"To Do\",\"children\":[{\"value\":\"Ash Room\",\"checked\":false,\"$$hashKey \":\"object:1006\"},{\"value\":\"Oak Room\",\"checked\":false,\"$$hashKey\":\"object:1014\"},{\"value\":\"Hawthorn Room\",\"checked \":false,\"$$hashKey\":\"object:1022\"}],\"$$hashKey\":\"object:993\"}],\"files\":[]}" in your example above what is the significance of the object:xxxx , i wanted to use your example as a base but i need more check boxes . and does the crontab work as "normal" so "CronSchedule":"0 * * * 2,4", would run every Tuesday and Thursday Thanks Ralf

Hi @steven boardman , in my test i was the cutomer and the owner -- no notifications i just did the test again where the owner and customer were different and the notification are working , hornbill-only and email-only . my bad Thanks for your help ! Ralf

hi @steven boardman, i have tried all of them , email-only, both , hornbill only --- and I have not received any notifications . i noticed that comapred to the wiki , i do not have the guest.app.requests.notification.emailTemplate.analystCustomerPortalupdate and guest.app.requests.notification.emailTemplate.groupCustomerPortalupdate setting on my system ? Thanks Ralf

got a step futher . Notification from mail updates is working ( email got trapped in spam filter as they were send from noreply< at > live.hornbill.com ) , but portal update do not trigger any email ?? Thanks Ralf

Hi @steven boardman after following the wiki i ended up with these settings , all i want is to send a notification to the analyst after customer updates via email or portal. does the domain need the <instance> addedd ? at the moment no notification are being send ?? Thanks Ralf

Hi @steven boardman struggling with these auto notifications, i checked the Wiki link and it refers to these application settings : my system allows me to set only these: no customerportalupdate Thanks Ralf

@steven boardman, thanks again , is the column width fixed ,formatting on this widget is really bad , seems to ignore any spaces in the heading , even if you put it in quotes and it removes any upper case other then the first one . why is it in your example that the "status" is padded out , but the Due_date isn't ? Thanks Ralf

i think the problem is that the owner field is empty , that it does not reserve any space and the formatting seem to be line specific .

Hi @steven boardman , tried the widget , but the allignment seems to be out , i cannot get the header to line up with the data ?? thats the sql i used : SELECT h_request_id As Reference, h_itsm_requests.h_summary AS Summary, h_itsm_requests.h_fk_user_name AS Customer, h_itsm_requests.h_datelogged as Date_Logged, h_itsm_requests.h_ownername as Owner, h_itsm_requests.h_status as Status,q.h_answer as Due_Date, h_sm_requests_extended.h_custom_1 AS "New_Due_Date" from h_sm_requests_extended inner Join h_itsm_requests on h_request_id=h_pk_reference and (h_status='status.open' OR h_status='status.new' or h_status='status.onhold') and h_fk_team_name="Data Selection Team" inner Join h_itsm_questions as q on h_request_id=q.h_entity_ref and q.h_question_id="h_custom_a" Group by h_sm_requests_extended.h_custom_1 asc any advise ? Thanks Ralf

Hi @steven boardman , thanks for the reply i might give that widget a try . Ralf

Hi @steven boardman thanks for the info , i joined the h_sm_requests_extended and this gives me the data .i need is there a way to change the headings on the report , shows as custom 1 ( which i assumed maps to Custom a ??!! ). Thanks Ralf

Hi @steven boardman , one quick question , i used your info above to map a custom question to the h_custom_a field under the details section ( date type) , asking for a due date in the progressive capture. i have added the field in the "view details form" to the design , changing the field label to "Due Date" that works fine , i can see the date in the question section as well as in the details sections and i can edit the details section field , so far so good ( allthough in IE it is still showing as Custom A , Chrome displays it as Due Date ?? ) I now try to report on both fields but find that the h_custom_a field on the h_itsm_requests table is empty . Where is the value from the details section custom field stored ?? Thanks Ralf

Hi @steve_g will 2.36.4 fix this error as well ?