Victor

@Giuseppe Iannacone apologies, we missed your post... For future reference, the Hornbill Switch On & Implementation Questions section is for questions/queries regarding the Switch On & Implementation process itself, not necessarily queries about the product, therefore it has less visibility across the board... I have moved this thread to Service Manager section of our forums. You can do what you need by disabling the "Resolve/Close" action button via the business process, once the request is resolved. So after the resolution, in the BP have another node to update request actions (screenshot). Then have the BP waiting for user's reply (probably via a human task with an expiration). In the next node, enable back the "Resolve/Close" action button...

@dconagh oops... looks like we missed your reply, apologies Do you still experience the problem?

I just did ... but I'm afraid I can only advise on current functionality... I assume you would like more input from someone from development or product management teams...

@clampj The SQL query that returns the services subscribed to the user (contact or co-worker) does not cater for nested groups. So, yes, it does not work with nested groups in current functionality. What I think James meant is that moving forward (so in a future update) the functionality will be enhanced so when you subscribe an organisation to a service, all nested sub-groups to that organisation, down to the user will be subscribed to that service.

@clampj Assigned users only display if for the direct parent... so if you have users in a team and the team is the child of a department, for example, then you won't see the assigned users in department, you will see them only on the team... I don't think it works like this... so from the above example, if you subscribe the department to the service, the users assigned to the child team won't be actually subscribed to the service... only users that are directly assigned to the department... so, what I mean, service subscription does not currently work with nested groups, it was not designed to do so.

@Prathmesh Patel good news

Please read this if you plan to update to this build:

In build 1073 of the Service Manager App, we introduced the following enhancement: The Variable Picker in BPM now returns Sub-status via "Request Details > Get Request Information" automated task This enhancement interferes with the namesake option in "Update Request > Status" automated task. As a result, this may cause a BPM failure in a Request, when changing it's Status or Sub-status. Please note that this only affects Requests that were raised between build 1073 and build 1074 (i.e. in the past 24 hours), where the associated Business Process contains both "Request Details > Get Request Information" and "Update Request > Status" automated tasks. Please accept our apologies. We're currently investigating this failure, to a provide a permanent solution through the BPM engine.

@Prathmesh Patel did the SQL query (technically) not worked or it worked but the results are wrong or incorrect?

@Martyn Houghton looks like too much of an inconvenient ...I have asked our dev team to deploy the patch now... I'll update this thread when is available for update

@Martyn Houghton no, is not related to this build as far as I know. However, it is something we also noticed in beta and we have something ready to fix it (also, there are or were some subsequent issues with BP update nodes for sub-statuses). It should be deployed tomorrow morning (if it can wait until then)...

@Claire Holtham @nasimg a new update is available for Service manager app. The update contains the fix for this issue: https://forums.hornbill.com/topic/11423-new-update-hornbill-service-manager-1073/

@Martyn Houghton a new update is available for Service manager app. The update contains the fix for this issue: https://forums.hornbill.com/topic/11423-new-update-hornbill-service-manager-1073/

@Martyn Houghton a new update is available for Service manager app. The update contains the fix for this issue: https://forums.hornbill.com/topic/11423-new-update-hornbill-service-manager-1073/

@gregmarcroftorc a new update is available fro Service manager app. The update contains the fix for this issue: https://forums.hornbill.com/topic/11423-new-update-hornbill-service-manager-1073/

@m.vandun how is the task being assigned? Is it via the BP configuration or by manually editing the task and re-assigning it? I assume you are referring to tasks associated with requests... I am not entirely sure if the below setting has anything to do with this, might be worth a try...

@SJEatonCollaboration is automatically updated, it does not require manual action. Collaboration was already updated in live instances...

@SJEaton the regex validation does what it says, mening to validate the input against the pattern you configured. If the input text matches the pattern in regex configuration then the text is validated and user allowed to continue. If the input text does not match the pattern in regex configuration then the text is invalidated and the user is not allowed to continue. So if you create a pattern to invalidate 0000, the user will still be able to type in this text but the user will get a visual warning that the text is invalid and it will lock the user in that form until the text is validated...

@gregmarcroftorc the scenarios you describe are caused by the same issue mentioned by @David Hall

Thread moved from Supportworks to Hornbill section

@m.vandun I was able to access this request, however, | noticed the request description contains a very large amount of text (over 71,000 characters spread in over 1,300 lines of text). Were you able to access the request after all, perhaps due to the description having so much text, it takes a bit longer to open it? I can also see the assigned analyst did some work on this request so maybe a temporary issue or isolated to specific users (such as yourself)?

@Claire Holtham this specifically should not happen and is something that was addressed in the next SM update

@SJEaton the "Access Granted To" in process configuration is about who has access to view and design the process... it does not affect requests visibility which have this process associated to them... (https://wiki.hornbill.com/index.php/Business_Process_Designer)

@SJEaton ... I completely misread your post... must be one of those Mondays You won't restrict visibility of requests by setting access to the workflow... Is all done via service configuration... Make your user as the sole subscriber to the service. Also, make a test team where you re the only member and set this team as the only one supporting the test service. This should do the trick Please note that any other user with "Service Desk Admin" role will still be able to access these requests, as this role bypasses the team/subscriber visibility restrictions...

@SJEaton any reason why you don't delete/clear these test requests? https://wiki.hornbill.com/index.php/Hornbill_Clean_Utility