Victor
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Enhancement Requests
Everything posted by Victor
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@DeadMeatGF can you try something... can you set the node to have a value for Visibility, System Timeline Update and Manual Timeline Update? So basically anything other than "Auto" on all parameters before "Stop Timers" ... "Request ID" can be left to "Auto" (as it should be) Meanwhile I will run some tests in my instance and see if I can spot anything...
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@m.vandun is a bit odd because I looked on one of his most recent requests, and I tracing the behavior I can see the the email is being triggered and apparently sent without any issue... Perhaps we can look at two requests/analyst, one is Mark and another where the issue does not occur... just to trace the behavior in comparison and see if I can spot anything odd in this regard ...
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@DeadMeatGF did you sort this out or still need some help?
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@DougA the issue is on our dev "to do" list but there isn't a fix for this yet, I'm afraid
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@Kelvin and @DougA these seem to be different issues... one is while the BP is running and not doing something as configured the other is the ProCap now switching as desired... if I understand all this correctly If the issues still persist can you both please use https://www.hornbill.com/request/ to raise these issues with our support team. Ta!
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@DeadMeatGF what is the BP which is giving you this?
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Putting tickets On Hold / Third Party / Waiting For Reply
Victor replied to painstarmaximus's topic in Service Manager
@DougA no, it has nothing to do with named contacts during initial implementation. Try the same as advised above, to reset your password. The ID (your ID) is the email address used to register on forums. -
Putting tickets On Hold / Third Party / Waiting For Reply
Victor replied to painstarmaximus's topic in Service Manager
@DeadMeatGF yes, you should have access to it. Try and use "Forgot Password" option. The ID should be your company email address. -
@Mark Simpkins best would be to ask your new staff to attend our webinars: https://wiki.hornbill.com/index.php/Hornbill_Webinars "BPM & Progressive Capture" webinar is taking place today (Wednesday) at 2:00 PM and Tuesdays at 10:00 AM
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@Sonali most likely as @DougA suggested, the ProCap was deactivated...
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Putting tickets On Hold / Third Party / Waiting For Reply
Victor replied to painstarmaximus's topic in Service Manager
@DougA on customer portal (https://success.hornbill.com/hornbill/) go to "My Service Manager" then to "Coming Soon!" tab... -
@Sonali when you click "Raise New Incident" you should be getting this: Which is the ProCap being started... You not getting to this stage?
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@m.vandun apologies, I was unwell so I have been away for a few weeks. Does Mark still have the issue where he does not receive email notifications for request updates? You mentioned this is only happening to him as all other analysts do receive such notifications...
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@Awalker apologies, I was away for a few weeks. Will have a look now and see what's going on. EDIT: I had a look and I suspect is due to how BP handles users either by user name or handle. I have added some additional checks in the nodes, have a look if new raised changes still create the task for the change owner. (the amended process is CCG_Change Request_Non Elevated Access, if you have other processes using this they would need to be amended as well..let me know on this)
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Automatic closure applying once call is reopened
Victor replied to Melissa Gurney's topic in Service Manager
@Melissa Gurney apologies, I was unwell for the past few weeks and just got back in the office. Send us an email with the BP configuration that is used for requests as well as a few examples (request references) where this happened. I need to have a look first and see why and how this is happening. -
@Awalker what is the CR reference?
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@m.vandun on my list still... I'll try and have a look today
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@Awalker sorry, I was not in the office last week. Can you give me a reference example where this happened? I need to see how the BP works in that context, maybe I missed a scenario...
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@Gary@ADL as far as I know, email notifications for request updates are using a form or direct messaging, bypassing the system mailboxes mechanism. They have a hard coded template which can't be changed. To verify if this is the case on the update email, have a look at the email originator. If this is noreply@live.hornbill.com then is the direct email mechanism that can't be changed... There is a ongoing development effort to improve this area, basically make the update notification email accessible for customisation.
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@DougA being a custom field the value is stored as STRING (text) not date/time. So I'm afraid not ... the Z at the end should not be there though...
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@TSheward_SGW @nasimg not sure if it helps but what I sometimes do is have some timers saved in Notepad (like 09:30:00 or 16:05:00). When I want to set one of the times to a certain value I (first, change the time in Notepad to the value I want, if needed) then copy it from Notepad to the timer field ... copy/paste overwrites the timer and allows you to set that specific time.
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@Paul Trenter you don't necessarily have to recreate them... you can also use ESP conditions in email templates where you can check for a variable value and depending on result have a custom text displayed... For example if '{{.h_fk_priorityname}}' = 'P3' then display 'Priority 3' or 'Medium Priority'... or any text you like... you can chain these conditions to cater for all priorities possible. https://wiki.hornbill.com/index.php/Email_Template_Variables EDIT: Martyn's advice about capitalising still applies.
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@Martyn Houghton not yet but I do have a cunning plan ...
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@Dan Munns you're good, everyone has access and everyone is special. You more than any because... you owe me a beer ... By, the way, don't worry about the TV, Gerry needs to sort out this now... hat off, very smart move there (jokes aside, many thanks for the kind words )
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@Dan Munns sir, yes sir!! @Melissa Gurney @Kelvin @DeadMeatGF @Dan Munns customer portal is yet to be officially released as we still working on some finishing touches... should be soon, very soon .. this week or next ?! (fingers crossed)
