Kelvin
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Posts
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Profiles
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Enhancement Requests
Posts posted by Kelvin
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@Adrian Simpkins I can confirm by looking at the database that no ticket was created.
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@Adrian Simpkins Yes it goes to the Completed folder.
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I have a routing rule set up that is placing the email into a folder to show it was successful but no ticket is generated, what could I be missing
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As I cant see any update on this I thought I would also ask.
How can we make the text black (Same as the question text). We are trying to use a label to give a customer important information in an Intelligent Capture flow.
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Is there a way I can report, maybe on a dashboard to show number of requests closed within 8 hours of them being created? We dont currently have SLAs set up. I would also like to know this for historic requests.
I am guessing this would be some some of SQL comparing dates?
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Same here, this is also preventing some tickets from being closed, please fix fast as the queues are growing
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@Adrian Simpkins Great that all worked, thank you
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@Adrian Simpkins Good point always forget about that. I will do some further testing
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I might be missing something but the notify customer on update is not sending on one of new services and new mailbox.
visibility is set to customer
I am not seeing the email in sent items so it would seem like an option is not turned on.
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@Jeremy Thank you for pointing me in the right direction. We have not got this working using AND REGEX_MATCH(subject, '.*\b[a-zA-Z]{2}[0-9]{8}\b.*')
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I am trying to set up auto update from email for a particular mailbox, can anyone confirm if this should work
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Support have confirmed this is normal. - Post closed.
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I was trying to troubleshoot an issue this morning whereby I cannot send using a new mailbox and went to look at the log files, I have noticed thousands of errors is this normal?
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Is there a setting to hide any progressive capture questions that are not answered.
As we have a lot of conditional questions we end up with a lot of questions shown as "Not Answered"
If I look at the request and expand the questions tab, there are 5 pages of questions but most are not relevant.
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+1 As part of our onboarding process we need the manager to apply for the hardware requirements, whilst I can hard code this in, it would be nice to have a total cost.
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These were logged via the self service portal and is captured during progressive capture
This has been working since first live several months ago and has only stopped working today.
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@David Hall I dont think this is the case as looking at the DB I can see
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About 1 hour ago any self service ticket that comes through shows the site with the ID number and not the ID name.
Is this as a result of an update or bug fix?
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I would be interested to know how others overcome this situation.
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@Steve GillerI have pushed the value to the timeline. See below.
I can now see this in the BPM
The variable is picked rather than typed in so not sure why it would say it does not exist.
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@Steve Giller Sorry for chasing this but wondered if you had any other ideas. The flow is already live due to project timings and this will have an impact on our service. Thanks
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We have always had to raise a support ticket as embedded images have to be removed in the back end. Log a support ticket and set up an access code Support Passcodes
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@Steve Giller Yes I do
If I remove it I am unable to build the expression in the decision node
Routing rule not generating a ticket
in Service Manager
Posted
@Adrian Simpkins Thanks for having a look, much appreciated