ArmandoDM

Hi @SJEaton the Authoriser field takes in input a user ID, not an email address. The variable you can pick for an Authorizer must be a user ID, for example the "Request Owner". Alternatively, you might use a custom form in the progressive capture and then pick from there, but the value for the answer must still be a user id, not an email address. Unfortunately at the moment the custom form does not provide the functionality for selecting a user , so you need to add manually a user ID as an answer and then pick the value in the Authorization task. I will check with the relevant team if its possible to provide an additional property for the customized form to select a user.

Hi @SJEaton, if the application setting app.request.sendEmailToAuthorisers is enabled, an authorization email will be sent to the task authorizers either through the Authorisation node or through the Auto Assign Authorisation node. In both cases, you need to enter a user (i.e. , the task authoriser) to which the authorization email will be sent, and its not currently possible to enter directly an email address to send the authorization email. Regards Armando

Hi @Paul Alexander, the list of catalogs is loaded as a single operation, so if one catalog fails to load, the whole operation fails and the list is not returned. I run a test and I cannot replicate the issue. The catalogs are stored in the table h_itsm_service_catalogs. Could you check that the property h_pro_capture is consistent for each Catalogs in your service? Alternatively, you could set h_pro_capture to null and then set them back through the UI ? Regards Armando

Hi @Paul Alexander, it looks like the Catalog is bound to a progressive capture that does not exists. Can you double check that the Catalogs are all linked to existing progressive captures please? Regards Armando

Hi @Sonali We have just finished a minor change which will allow you to suspend a BPM process until the linked services has been completed. This will be available in an update to Service Manager over the next couple of weeks. Regards Armando

Hi @Paul Alexander glad to know that's working now. It could have been some caching issue. Should it happen again, try with another sandwich, first :-) Armando

Hi @Paul Alexander I could not replicate this issue. Can you please double check that the 'Change type' node is in the flow? If yes, can you see any error in the console ? Regards Armando

Hi @DeadMeatGF I could replicate the issue and I reported it to the dev team. The problem will be fixed as soon as possible. Regards Armando

Hi @DeadMeatGF the asset search does not return assets already linked. If you already linked 18 assets found with "23223", can you confirm there are still unlinked assets matching the same criteria "23223" ? Regards, Armando

Hi @nasimg after reviewing your Business Process, I can’t recreate the issue that you’ve reported. Since you’re subscribed to Hornbill’s Premier Success plan, could you please raise this via the webform for a member of our team to investigate the cause of this? Regards Armando

Hi @nasimg sorry for my late response. I run a few tests by using a test BPM. After selecting a priority, I can see the BPM being updated automatically without refreshing the page. If you could provide me a screenshot of your BPM, I can try to replicate the issue by using the same ? Regards Armando

Hi @chrisnutt, have you read this thread, if its of any help for you? Regards Armando

Hi @nasimg I could replicate this issue. I will report to the dev team to fix this issue. Regards Armando

Hi @Paul Alexander there is no BPM operation to update the state of the assets linked to a request. I may double check for you if there is any change in the pipeline to introduce this new operation. Regards, Armando

Hi @Paul Alexander, in this thread is discussed how you can see which right are associated to a role: If you want to give access only to certain functionalities, you might create a copy of the Service Desk Admin role , take off all the not relevant rights, and assign the new role to the User. In order to control whether members of his team can have calls assigned to them, the user needs Administer Service Desk right. Hope this helps Regards, Armando

Hi @Sonali this problem has been fixed now. It will be available in the release Service Manager 2.49 (build 1020+). Regards Armando

Hi @TonyOb, this happens when you have no services to choose from, because you have no visibility on them. Can you double check in the service list that there are services in the cataog ? Regards, Armando

Hi @chrisnutt, Problems and Known Errors are treated as separate entities and its not possible to convert the one into another. In this thread is discussed in more details about the difference between Problems and Known Error Hope this helps Regards, Armando

Hi @lee mcdermott at the moment its not possible on service portal to view calls logged based on your organizational membership. Nevertheless, I can check with the relevant people if there is any change in the pipeline to introduce this feature. Regards, Armando

Hi @Paul Morrow, @DeadMeatGF the assets with class Printer are being enhanced with new properties which let you track the consumables (see screenshot). The new properties will be available in one of the upcoming updates for SM Regards, Armando

Hi @andrea_bariggi I see in the dropdown its selected "Outcome". Can you select "Service" and try again, please? Regards, Armando

Hi @Joyce can you try with the following condition DATE(h_datelogged) = CURDATE() Regards, Armando

Hi @AndyColeman, no problem. happy that this issue has been sorted out. Regards, Armando

Hi @samwoo, if you need to know which Asset Tag has been renamed, you may just replace t.h_column = 'h_name' with t.h_column = 'h_asset_tag' , and you will have the list of assets whose tag was renamed. Regards, Armando

Hi @samwoo, as an example I wrote a query for you which tells which assets have been renamed (and then cancelled): select t.h_id, a.h_pk_asset_id, a.h_class, a.h_name, t.h_action_type,t.h_old_value, t.h_new_value from h_sys_audit_trail t left join h_cmdb_assets a on a.h_pk_asset_id = t.h_id where t.h_table = 'h_cmdb_assets' and t.h_column = 'h_name' and t.h_action_type = 'Update' order by a.h_class, t.h_action_type; I attached a screenshot with a use case. Hope this helps Regards, Armando