ArmandoDM

@lee mcdermott No Team Assigned refers to the team the request is assigned to, which is one of the teams supported by the service. The services by default are supported by all teams, unless different specified in the service details page, but a request created against that service may have not been assigned to any of the teams supporting the service.

Hi @lee mcdermott you analyst should be part of a team supporting the service the request is raised against, or you need to add the analyst as a request member. Regards Armando

Hi @ljbrown, I run a test, trying to update a pre-existing BPM with a similar decision node, and its still working. As far as I can see from your screenshot, if the condition is met then the workflow updates summary and description. Couldn't be that the condition is met but for some reason the node is unable to apply the updates? Can you provide more info on how you changed that block and what you're trying to set in summary and description? Ideally I would create a node similar to yours and try to replicate the issue. Thanks Armando

Hi @ljbrown if I understand well, you only updated the node "Set Summary and Description based on I cant access" and it doesn't work anymore ? Regards Armando

@Paul Alexander happy to know that's sorted out now. Thanks to @Victor for helping.

@Paul Alexander the setting "webapp.view.ITSM.serviceDesk.requests.list.view.default" is the same for everyone, as its the default view if you have no saved any home view. It will be updated for the specific user when he saves his own Home view. Let me investigate further as to what might cause this issue , ONLY for ONE user.

Hi @Paul Alexander in order to work out what's wrong, we ideally need to replicate this issue. Is his filter different from yours and the others? If you can give details about the view he's trying to set as Home , we can double check if there is any problem with the specific view. Thank you Armando

@Paul Alexander the home view for the specific user is saved in the app-setting "webapp.view.ITSM.serviceDesk.requests.list.view.default" related to the session. Can the user logout and login again, or empty the browser cache and try again ?

Hi @Paul Alexander, is he using a browser different from others ? If you tell me which browser he's using, I can try to replicate the issue?

Hi @Harry, you can see all the details associated to a role in the control panel., as in the screenshot Regards

Hello @Paul Alexander, I run a test and I am unable to replicate the issue. Can you please give more details about the home view the analyst is trying to save? Is it a pre-defined view or a custom view? Can he see any error in the browser console? Regards Armando

@Harry you can find some more info about notifications and email templates here: https://wiki.hornbill.com/index.php/Notifications Regards Armando

Hi @Harry can you tell which action fails to send notifications ? For example, if you raise a ticket and assign to a team which is not your team, then you will not receive a notification: its the team members you assign the ticket that receives it. Regards Armando

Hi @Michael Sharp I run a few tests and I am unable to replicate this issue. Can you give some more info about the type of asset they are trying to add and the properties? Regards Armando

@Dan Munns, the lock actions is not related to the on-hold requests. It just disable the actions on the request page. Regards Armando

Hi @Martyn Houghton, the enhancement to filter the request list by External Reference has been completed and it will be available in the next version of Service Manager. Regards Armando

Hi @Henrik Brattlie, Manag-E, we are still working on this new feature. I'm unable to give a release number for it, but the plan is to release it in the next 90 days. Regards Armando

Hi @HHH the issue has been fixed. It will be avalable in the next version of Service Manager Regards Armando

@HHH thank you for the additional info. If the user is supposed to see the ticket in the list, then he can see the ticket by editing the URL. The issue is only in the list , missing some results, but this does not prevent the user to see the ticket through his URL. We're currently working to fix this issue. Regards Armando

Hi @HHH, could you please double check that the manager has been added as member to the request, please? For this you need to look at the table h_itsm_requests_members and look for the match h_request_id, h_fk_user_id. Thanks Armando

Hi @HHH, this is a bug as you can see the total number of requests does not match the number of requests in the list. We will investigate about this issue and get back to you as soon as possible Regards Armando

Hi @Martyn Houghton I will report this to the dev team, if this property can be added to the quick search filter. Regards Armando

Hello @samwoo I will report this suggestion to the relevant people and see what's the best way to handle it. Probably the quickest way would be adding a new link to the Request Assets Region, as you suggest. I will get back to you on this. Regards Armando

Hi @Henrik Brattlie, Manag-E, we are working on expanding the search functionality to take in account multiple words; the related results will be displayed by relevance, the ones including all the keywords being displayed first. This will be true for all the entities returned by the search , i.e. Requests, Published Requests, Catalogs and FAQs. The update will be available in one on the next SM releases Regards Armando

Hi @SJEaton I will keep you updated on this. Sorry for the inconvenience. Regards Armando