[Issue with display of feedback setup in Service Portfolio]

Good morning @Adrian Simpkins

to my understanding you have 2 questions, one with 2 answers (Yes/No) and the other one with 6 answers (Bad/Ok/Good/Great/...)
The images 2 and 4 are corrects, as the user only sees the relevant answers for that question.

In the image 1 you should only see Yes/No, and the in the image 3 you should only see Bad/Ok/.... instead of all anwers for all questions.
This issue has been fixed and it will be available in the next build.

Regards

Armando

 

[Service Connections creating duplicating records when toggled]

Good evening  @Gareth Cantrell

thank you for reporting this issue.
We were able to replicate it.
This has been fixed now and the fix will be availble in the next build.

Regards

Armando

[Query re linking Assets to service requests]

Good afternoon @JanS2000

we identified the issu reported above and we're working on a fix.

 

Kind regards

Armando

[Service Manager - linkAsset - Duplicate Links]

Hi @CraigP

can I please have more details about where in the process the duplicate is created ?  A screenshot of the relevant nodes or a simplified process that we can use as an example might help us replicating the issue.
 
From what I can see, the nodes that link an asset to a request are 'Requests->Assets->Create ... Asset' (in which case the system create a new asset and link to the requests) and 'Requests->Assets->Add ... Asset', but none of these operations should create duplicates, and we cannot replicate the issue you mention.

Regards

Armando

[There was a problem in saving the new asset. Check if an asset with this name already exists in the specified type]

Hi @TazelleGregory

we found a small issue in the last build which has now been fixed.
May I ask you to try again please and confirm if the issue is fixed?

Regards

Armando

[Unable to change all data fields in the Questions window in a request]

Yes i think so @Adrian Simpkins

 

[Unable to change all data fields in the Questions window in a request]

Hi @Adrian Simpkins

the option to edit the questions is only available for single-line and multi-line text fields. More info about the Questions on the page below. 

https://wiki.hornbill.com/index.php?title=Mapping_Fields_from_Customised_Forms

Hope it helps

Regards

Armando

[Cannot Change Customer in BPM]

Hi @Jeremy

that variable needs to be the ID of the customer rather than the username. Can you double check that what you pass is the ID ?

Regards

 

Armando

 

[Employee Portal Searching - AND instead of OR?]

Hi @Paul Alexander

the search terms are always put in OR condition and there is not a way of using AND .
Nonetheless the search results are ordered by number of matches, so for example the results where the match has been found 2 times will be displayed above the ones where the match has been found 1 time.

Regards

 

Armando

[Linked assets not showing?]

Hi @Paul Alexander

unfortunately at the moment there is no app setting to switch 'include closed and cancelled requests' to ON.

 

[Linked assets not showing?]

Hi @Paul Alexander

ideally we need a use case to replicate the issue.

I will try a few case to see if I can replicate

 

Armando
 

[Linked assets not showing?]

Hi @Paul Alexander

yes I was talking of the build 2674.

May I ask you to unlink/link again the asset please?  If this doesn't work, then we need to look at your instance as we cannot replicate the issue.

Thank you

Armando

 

[Copy Request issue - original owner gets notification]

Hi @samwoo

no worries at all

 

[Copy Request issue - original owner gets notification]

Hi @samwoo

yes this could actually be the case. If the app setting is ON then yes, the request will be assigned to the same owner and the owner is notified as expected.
According to our tests, if you set the app setting to OFF then the original owner should not receive the email anymore.

Of course you can also verify if the Business Process reassign the request and removes the owner, which would explain the behaviour reported in the original post.

If you do these checks and can let me know if the issue is solved, please do let me know.

I also forgot to mention about this : If I use the Copy Request functionality against a ticket that I am the "Owner" of, then I don't receive a notification email.  If you perform an action involving yourself, then you will not be notified about it.  So, because its you triggering the assignment to yourself, you won't receive any notification telling 'Request XXX has been assigned to Samwoo".  I hope this makes sense ?
 
Thank you

Armando 
 

[Copy Request issue - original owner gets notification]

Good afternoon @samwoo

we are unable to replicate the issue.

In our test, the app setting 'app.request.copy.owner' is set to FALSE so the copy is assigned to the team but not the owner.
Nonetheless, the original owner receives a notification, but that's because 'guest.app.requests.notification.notificationType.assignmentTeam' is enabled, so its a team assignment notification.

If I understand well, are you saying that the original owner is notified that the request has been assigned to himself rather than his team ?

If this is the case, can you please tell the values of these app-settings and check the email template defined into 'guest.app.requests.notification.emailTemplate.groupAssignment' is the correct one please?  Ideally we can be able to replicate the issue.

guest.app.requests.notification.allowUserDefinedNotificationType
app.request.copy.owner
guest.app.requests.notification.notificationType.assignment
guest.app.requests.notification.notificationType.assignmentTeam

Thank you

Armando

[Linked assets not showing?]

Thank you @Paul Alexander,

 

yes please, let me know if the issue is fixed or it still persists

 

 

Armando

[Linked assets not showing?]

Hi @Paul Alexander

the link should work both ways, yes, and we're unable to replicate the issue.
I think this has been fixed already and the fix should be in the next build.

May I ask to try again after the next build ? It should be available tomorrow.
If the problem still persists then we need to investigate on your instance.

Regards

Armando

 

[Linked assets not showing a link to the request]

Hi @Paul Alexander

we are unable to replicate this issue. It could be a caching issue.

Have you tried refreshing the asset page ?

Regards

Armando

 

[View keeps not working]

Apologies for the inconvenience.

We're working to find the issue and fix it.

Regards

Armando

 

 

[View keeps not working]

Hello @Caroline

we run a few tests in this area and we are unable to replicate the issue.

Are the Organization and the filter just been created ? Does the issue occurs after updating the filter ? Any change in the external customers belonging to the Org or in the Org name ?

If you could give any information to help replicating the issue, it would be appreciated.

Regards

Armando

 

 

[Changes to scheduled date or time in changes don't save]

Thank you for confirming @Frank Reay

I'll mention the problem with the button for fix.

Regards

Armando

[Changes to scheduled date or time in changes don't save]

Hi @HGrigsby  @Frank Reay  @nasimg

a fix to this issue has been applied to your instances.

If you could confirm that the functionality is working as expected now, we would appreciate.

Regards

Armando

[Problem using the 'log new incident' task in BPM after latest update]

Hello @sprasad

we were able to replicate the issue #2 and we're working on a fix. I will keep you updated as we progress.

As far the issue #1, as confirmed in the messages, this has been fixed already.

Thank you

Armando

 

 

[Problem using the 'log new incident' task in BPM after latest update]

Thank you @sprasad

I will keep you updated

Regards

Armando

 

 

[Problem using the 'log new incident' task in BPM after latest update]

Hi @sprasad

yes please. 

If you can send to me in a private message the passcode and details on where to look for the issue, I'll pass it to one of my colleagues for investigation.

Thank you

Armando