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Victor

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Posts posted by Victor

    Closed tickets showing as Resolved

    in Service Manager

    Posted

    15 hours ago, gregmarcroftorc said:

    I noticed when comparing that the ones that are closed say "Status has been closed by the Business Process Engine" whereas the resolved ones don't. Both say "Request has been resolved without a category".

    This could be only a coincidence. What actually happens in your instance is that at some point someone changed the word "Resolved" to "Closed" via translation functionality. So when you see the "Close" button it it actually resolve. So probably this is why the requests not closed by BP will have a resolved status while the other ones will have a closed status because the BP is configured to close the calls.

    Have look in the admin tool: Home -> Service Manager -> Translations. Search for this key: user.view.request.details.resolve.resolve and you will see is translated to "Close".

    Log a service request - Emails not been sent to customer

    in Service Manager

    Posted

    Had a quick look at a few requests in your instance and I think the reason why BP is not working is because the service is missing on these requests. BP are associated to services so if the service is missing so will the BP...

    This could be for the following reasons:

    • the request is logged and service is not captured during progressive capture - make sure the progressive capture has "Get Service Details" form and it is set to mandatory so the analyst logging the call will not skip it by mistake;
    • the service does not have an associated BP - seems to be configured correctly in your instance. But even if this would be be the case, if the service does not have a BP associated, it will use the default BP configured in application settings;
    • the service is using catalog items to log requests (either analyst selects the catalog item or the request is logged via the portal where the only option is that catalog item) - could be a problem in your instance as the catalog item for SR does not have a process associated to it. This won't be such an issue if you at least would have a default BP in application settings (app.requests.defaultBPMProcess.service) but this configuration is missing also.

    My advice is to set the service detail mandatory in ProCap, set the BP on the catalog item and, as backup, have a default BP configured in application settings.

    Request Update Emails/Notifications not working

    in Service Manager

    Posted

    @ojenkins just to double check, do you have these Service Manager application settings configured?
     

    • guest.app.requests.notification.emailTemplate.analystAutoresponder - The email template to be used when sending a manual email or an email autoresponder update notification;
    • guest.app.requests.notification.emailTemplate.groupAutoresponder - The email template to be used when sending a manual email or an email autoresponder update notification (if you use team notifications);
    • guest.app.requests.notification.notificationType.emailUpdate - Notification type for automated new requests and updates to requests via email (configured to "email" or "both").

    Automatic close on reopened calls

    in Service Manager

    Posted

    @chriscorcoran perhaps I am still not following your thought but, to reopen the call, the analyst will complete the task with the "reopen" outcome... then the task is completed so the timer on it will cease to exist. If the BP is configured to re-create the task when it has been resolved again, then this new task will "restart" the time, as it is a new task from Hornbill perspective... Is it here where the timer is not working?

    Category inheritance

    in Service Manager

    Posted

    I can see the challenge when you have a large structure of category codes... I was facing a similar dilemma when designing some internal processes. Perhaps this would be a helpful: Let's say you have a structure like:

    • Tier 1
      • SubTier 1.1
        • SubTier 1.1.1
      • SubTier 1.2
    • Tier 2
      • SubTier 2.1
      • SubTier 2.2
        • SubTier 2.2.1

    Now, instead of having a condition to check the category as: category = "Tier1 > SubTier 1.1 > SubTier 1.1.1" have the condition as: category LIKE "Tier1%" AND category LIKE "%SubTier 1.1.1%" where you only specify the top tier and the code itself or any combination of the above...

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