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Victor

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Everything posted by Victor

  1. Victor
    @Claire Holtham These "subject" and "message" you can fill in in escalations interface are used by this template: "ServiceLevelEscalation". If you choose to use a different template, then the "subject" and "message" you fill in in escalations won't be used.
  2. Victor
    @Paul Alexander did or do you use groups? to group two or more nodes?
  3. Victor
    @Shamaila Yousaf have a look at the following threads: Is it the same issue you experience as discussed there?
  4. Victor
    @Prathmesh Patel for questions only (not for star rating) you need to pull out information from this table: h_itsm_request_feedback (in a report, measure, widget...). The star rating however is stored against each request in h_itsm_requests table.
  5. Victor
    @Keith if we talking about users (not contacts), then this is the table you need to query: h_sys_account_groups. The organisations themselves (division, departments, teams, etc.) are stored in this table: h_sys_groups
  6. Victor
    @Martyn Houghton probably next week, but is not set in stone at the moment...
  7. Victor
    @Gary@ADL @Lyonel @sprasad you can also play around with default visibility settings... perhaps changing some of these to "Team" and manage the customer visibility for some actions from the BP will alleviate the issue ...
  8. Victor
    @AndyColeman the auto generate ticket functionality was never designed to process attachments (e.g images) but is something our dev team have in mind to add in a future update.
  9. Victor
    I assume this thread is a duplicate of: Seems like this thread was submitted to early ... I'm closing this then.
  10. Victor
    @Martyn Houghton the SM build containing this functionality is now available for update in live instances.
  11. Victor
    @Martyn Houghton like this: Use CTRL + SHIFT + LMouse to open the variable picker. Then from the list select "Task Details". Then select the task itself and then you will have the list of the task details as in the screenshot...
  12. Victor
    @chrisnutt it will spawn BP for active requests (i.e. not closed or cancelled). My suggestions: temporarily disable the BP (deactivate them) if you don't need a BP on imported requests; if the above not possible/feasible temporarily remove the email to customer nodes from BPs.
  13. Victor
    @Paul Alexander of course! Proper dictator!
  14. Victor
    @Lyonel you should have received some email regarding the issue you experienced. Just an FYI in addition to the emails, this is what is (or was) happening with the change requests you mentioned:
  15. Victor
    @Paul Alexander I don't think you are addressing the root cause of the issue you are facing.. which is allowing your analysts holidays or allow them to leave the company! ... It seems you have a democracy going on there, you need to think of changing this to a totalitarian regime... (jokes aside, this is an extended functionality for bulk actions that is not currently there so our product managers and devs will have a look and see if, what, how... )
  16. Victor
    @Lyonel I really like when customers try to help themselves but on this occasion I think is best to raise it with our support team https://www.hornbill.com/support/?request/
  17. Victor
    @Lyonel may I ask why you need to access an archived log file?
  18. Victor
    @derekgreen I'm afraid can't... I simply don't know the product (ADFS) ... I can work with the XML file (or information) provided by the IdP (in this case ADFS) but to go in and look for it in the IdP itself I do not know
  19. Victor
    @derekgreen send me the XML in a PM please
  20. Victor
    @samwoo @Paul Alexander Indeed, we haven't confirmed, apologies. But we do like the idea and I think our dev team is already looking into implementing this functionality
  21. Victor
    @derekgreen as @Martyn Houghton suggested you need either teh URL or the SAML metadata file (the XML file). You need to ask the ADSF guy to give you this. They know what it is. Until you get this you can temporarily disable certificate validation to allow your users to log in. EDIT: @Martyn Houghton disabling SSO allogether is indeed an option, but if you have hundreds of basic users.. well.. it might take a while to reset all passwords
  22. Victor
    @Stuart Torres-Catmur good stuff
  23. Victor
    @Paul Alexander I've been called legend, epic... so... star is fine too... I guess... (jokes aside, we are happy we can be of assistance and thank you for the appreciation )
  24. Victor
    @Martyn Houghton indeed, it seems not... Did a bit more digging into this... the date/time format for these fields (date/time fields from requests) in email templates will have the format of the date/time set in user profile... for requests it refers to in which user context the email was sent...that will be the user.... Hope this makes sense, been a long day
  25. Victor
    @Paul Alexander I do not know how is stored... I think is: dd MMM yyyy but not 100% sure... all accepted formats are visible in the drop down list, you can assign one and then have look how is stored in the DB... (you can run a quick report on h_sys_accounts)
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