Victor

@DougA best would be to arrange a session so I can see exactly what you mean or where you struggle with... do you have any preferred date/time?

@Graham1989 it does work but it is not very straight forward how you need to set the days and time here... is the same algorithm used on SLA timers... When you set the node to 5 days, for example, this is what is actually happening: 5 days * 24 hrs is a day = 120 hours; lets assume your service level calendar is set to 8 hours/day: 120 hrs / 8 working hours in a day = 15 working days. So you see the 5 days setting in the node actually equates with 15 working days... If you need to achieve a 5 working day closure you would need to work sort of "backwards": 5 working days x 8 working hours in a day = 40 hours - this means 24 hours + 16 hours: You would need to set the node to close after 1 day and 16 hours OR straight 40 hours.

@dconagh to get a request list with the name of the analyst that logged the request is something like below: The customer name in the requests table should hold the name of the customer on a request ...which can be either a co-worker or a contact... If I still missing something give me some examples so I can understand your struggle

In reports you can... is this join you having trouble with in the reporting section or... ?

@Winty @James Ainsworth @TrevorKillick Just to make sure everyone is on the same page here: This section of the forum: Hornbill Platform -> Configuration Manager is dedicated to Hornbill Configuration Manager app. This is part of the Hornbill product series, not Supportworks. @Winty I assume you are looking for advice regarding Supportworks product. If this is correct then you would need to raise your query in one of the sub-sections here: https://forums.hornbill.com/forum/4-supportworks/. Possibly to "General Usage" or "Customisation".

@DeadMeatGF call actions and BP are quite independent... you can "link" the two using suspend nodes... It does not go anywhere unless the BP is in a "suspend" state waiting for this "reopen" or another action... if is not, then the BP is completely unaware of what happens on the request... I think there was a discussion regarding this and some possible limitations were identified... probably the best person to advise on this is @Steven Boardman or @James Ainsworth

@Gary@ADL I think there is an app setting which allows you to specify teh default visibility for this action...then you won't have to manually change every time you resolve a request... Yes, something along these lines... This update would be for the sole purpose of customer visibility of the resolution... Now, the update would need to be with teh resolution text, something I haven't tested yet... (EDIT: this might be a good place to start: https://forums.hornbill.com/topic/8966-set-resolution-text-via-automated-process/#comment-47558) The ideal option would be to have a setting (or something similar) which allows you to toggle visibility for resolution codes... as this functionality is not in th there yet, this is something maybe @Steven Boardman can advise if/how?

@yelyah.nodrog you can remove the catalog items without breaking anything however you won't see the removed catalog items on requests anymore (they will only display the service). My advice would be to retire them though...

@Sonali there is a node to email connections as well...

Box? You mean mailbox? Or just simply a team and calls assigned to this team are only visible to them?

@Ralf Peters to quote myself in my above statement, this was valid when doing a manual update with the revised functionality in the latest SM updates... However the AR functionality does not have the functionality to add attachments to "Attachments" section of a request... as far as I know.. I will double check. If this is correct then it would be subject to a functionality change...

You would need a custom role... The "Dashboard Viewer" built-in role is for Collaboration since this is part of any instance, unlike Service Manager which is an app and might or might not be installed. The custom role can be created as a "replica" of collaboration "Dashboard Viewer" and have "Service Manager" selected as application in role configuration (instead of Collaboration). Every other configuration in teh role can remain the same. That's correct. The reason is that collaboration only users do not have access to Service Manager app and none of its content.

@Sonali by dashboard app you refer to "Advanced Analytics"? Can you post a screenshot from where the dashboard is missing? If is "Advanced Analytics", please note that this is an app add-on therefore (could be) available in multiple apps... so, you can have "Advanced Analytics" in Service Manager and Collaboration for example... In admin tool you can navigate to either: Home - Service Manager - Advanced Analytics Home - Collaboration - Advanced Analytics Just make sure you both accessing it from same location...

@Sonali can you give some more specifics please? Perhaps an example?

@yelyah.nodrog I'm afraid that for views it has no relevance who created a request... all matters is who is the owner and who is the customer on a request...

@DougA not sure if it helps (and hopefully I understand the issue correctly) but maybe create a "default" catalog item for incidents as well?

@Sonali yes, I was about to suggest (as @DeadMeatGF suggested too) you need to do the same as here: ... which is the "Get Request Details" node before the human task.... and then it will work with "Owner (For Tasks)" The other issue, the reason why assigning the task to "Assigned Team (For Tasks)" fails is because the team is currently not configured to allow assignments: In admin tool navigate to: Home - System - Organisational Data - Organisation - Service Desk Team and enable task assignment option.

@Sonali yes noticed that after I posted hence I edited my reply

@Sonali is the human task configured to assign the activity to "Owner (For Tasks)" and/or as task owner also "Owner (For Tasks)"? If so, change to assign to "Assigned Team(For Tasks)", and same for activity owner, if you have any. Another solution would be before the human task have a suspend "Wait For Request Owner" node... the BP will pause until the request has an owner and continue once it has one...so the next node, the human task won't fail if is using "Owner (For Tasks)" variable... EDIT: You do have an "Wait For Analyst" node...

@Gary@ADL not currently possible...assuming the closure happens when the analyst actions the the "Close" button on the request action list... However, thinking of a way to overcome this (at least until if/when we change this functionality) perhaps a solution would be to make the closure timeline update private (e.g. "Team" visibility). Then have the BP create a "Customer" visibility update with a more friendly closure text? You would need a "Wait for closure" node followed by the request update node with your own text...

You can't currently... Again, not yet possible... Because most likely there are nodes configured to use analyst/user information...for example a task assigned to an owner but there is no owner on the request... you could amend the BP to suspend somewhere in the beginning and wait for an owner or/and have the failing node work with team instead of owner, for example instead of assigning a task to owner, assign it to owner's team....

Good news

@Sonali do you have a request reference where you tested this and noticed is not working? Nvm, found one ... The issue is with creation of the "Confirm Priority" task... Put a "Get Request Details" node just before it, and do another test...

@m.vandun good news then

@m.vandun thanks