[Issue with raising incidents]

@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

[Conf.json enquiry]

@derekgreen

another option if you have access to run  powershell :

import-module activedirectory

get-aduser <account name> -properties *

 

 

 

[New Improved Email View]

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

[Adding Multiple Customers to a call]

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

 

 

 

 

[Changing response]

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

 

 

 

[New Improved Email View]

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

 

[New Improved Email View]

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

 

Thanks

Ralf

 

[decision node]

please disregard ; just found this one :

 

[decision node]

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

 

 

 

 

 

[Changing response]

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

 

 

[Service Portal - Customers logging incidents instead of requests]

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

[Changing response]

Hi   @steven boardman,

that is great, will be looking out for this .

 

Thanks

 

Ralf

 

 

[Schedule Calls to log automatically?]

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

 

[Customer Update Notifications]

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

 

 

 

[Customer Update Notifications]

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

 

[Customer Update Notifications]

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

 

[Customer Update Notifications]

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

[Customer Update Notifications]

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    

[Changing response]

@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

 

[Changing response]

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 .

[Changing response]

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

 

 

 

[Changing response]

Hi @steven boardman ,

 

thanks for the reply i might give that widget a try .

 

Ralf

 

 

[Changing response]

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

 

 

 

[Changing response]

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

 

 

 

[BPM issue following v2.36.3 - assignTeamOwnerCapacity]

Hi @steve_g

will 2.36.4    fix this error as well  ?