Kelvin

I have an issue where some PCF custom form fields are not being pulled through to the request. Main PCF Password Service Catalog Request Form Answers The details from the 2nd PCF come through but the generic questions from the Main one doesn't. Is this intended?

@bob_dickinson Thanks for the info

@bob_dickinson Basic Users

Just started to play with Configuration manager Is there a way to connect a customer to an asset?

@Victor Thank you

@VictorThanks reference is IN00023466

Hi Guys I have just logged a call in our instance but am unable to view the request, I get the following error Any ideas?

@David Hall @Martyn Houghton All fixed thanks. Bad Cookie

I dont think this is a Service Manager issue as such but wondered if there were any ideas. One of our users gets the above message when they log onto Service manage through live.hornbill.com/xxxxxx If they try on another computer it works fine. Like wise if I try on that PC I get the message If I try to login to admin.hornbill.com/xxxxx the admin interface works fine. Any suggestions?

@KeithI guess this is more so we have the option. I dont feel at this moment in time we would turn it on

@keith We have changed the way we work slightly and to be honest it works well. We use the normal update for internal updates which the customer does not necessarily need to know and the email function if it is to update the customer. I agree though it would be nice to have an option to turn on globally for all updates to be sent to the user.

@samwooThank you

Next question would be do you know if you can update a custom field through a BPM Automated task

@Martyn Houghton Great thank you

Sorry for posting this as I am sure it has been asked before however I cant find it. Where are the custom fields (from the details tab on a request) stored in the DB.

Is it possible to set up a BPM with an OR parallel process. My thought plan, a call would be suspended until either it is resolved OR it is escalated through a human task.

@James Ainsworth On a similar note, is it possible to assign a Progressive capture to a service "Change Request", not at a catalog level . At the same point as workflow.

Thank you

Could you tell me if it is possible to add catalog items to the Change Request service. It appears on Incidents and Service Request but not Change.

@Victor I can confirm this is now working, thank you

@Victor How are we getting on with this issue, it seems to be quicker but still unable to search the sites.

I have received a message from support with the following We experience some infrastructure issues on the environment where your instance is hosted. You might experience some short downtimes until our Cloud team restores full functionality. Apologies for any inconveniences caused. I will update you once I have more information on this It is possible this could be affecting your instance too.

Sorry if this is already posted (I have been away for the past month) We have just applied patch (Build 843) and are now experiencing issues with searching for sites in progressive capture. When searching it takes several seconds and then displays a full list of sites. This is causing delays in logging calls. At the very least we may need to roll back to the previous build, is this something I can do?

Can I follow up on this and ask what tables I need to link so that I can report on a call and the asset details. I can see that I Will need h_itsm_requests h_cmdb_links h_cmdb_assets but not sure how to link them together.

Tested all working