ArmandoDM

Hi @Adam Toms the customer on a PM is automatically set to the user raising the PM. Is the PM raised manually by a user or through a BPM process ? Regards Armando

Hi @mojahidm is the icon not clickable ? If should open a popup showing who are the subscribers Regards Armando

Hi @Adrian Simpkins the chart should be shared with the custom view. They might hidden by default, so the user should set them as visible. https://wiki.hornbill.com/index.php/Request_List_Views Regards Armando

Hi @Joyce the easiest way of getting the list you need is through a widget, which will build and run the right query for you. I attached a few screenshots that you may use to build the widget and get the data. Hope this helps Regards Armando

If h_cmdb_assets_users has not any data, then you have not shared assets. All the info about the Used By and Owned By will be into h_used_by and h_owned_by. These 2 columns have a user URN, not the ID, so make sure you take this into consideration when writing the join

Hi @Joice if the asset is not shared directly with a User, the join on the accounts table will not return any result. Because the asset can be shared with a group, site, contact, etc, then a full query should include other tables to pull the info about all the users sharing the asset. Not a short query. Regards Armando

Hi @Joyce the info on users are stored in h_sys_accounts. Maybe the email addresses missing are on those assets that are shared by multiple users, in which case the info on who's sharing the asset is not in h_cmdb_assets but in h_cmdb_assets_users Regards Armando

Hi @Alberto M yes, the source 'Request' is set when a request is raised from another request (see screenshot) . The source 'post' is set when you open a post and then raise a request from the post.

Hi @Francis von Stein the change is still in the queue, not being worked yet. You may have a look at the current stage for the change in the Success Portal I will add you and @Nikolaj as interested connections. Regards Armando

Hi @Jack_Podmore the fix will be released with the next SM build, which will be later this week or beginning next one. Regards Armando

Hi @Jack_Podmore the error message in the screenshot occurs when the system try to update an entity with the same values as they currently are. Its nothing related to the way you configured your BPM process. I will report this issue for fix. Apologies for the inconvenience. Regards Armando

Hi @Adrian Simpkins we could not replicate this issue, so to check why the comment was not added we should look at the log files on your instance. Nonetheless, if you update to the latest build, you should no longer experience this issue. In the event you still experience the same issue on the latest build, please report to us, so we may try to replicate and fix. Regards Armando

Hello @Nikolaj the serial number is not a general property, but its specific to certain classes of assets, so it will be possible to add it only in the list of assets belonging to the class that include the property. Regards Armando

Hi @Cassie the issue has been fixed and it will be released with the new SM build. In the meantime, if you populate the property 'Device Encrypted' under the section 'Mobile Device Information' then you will be able to create the asset. Regards Armando

Hi @Jeremy you can read the details on this announcement Regards Armando

Fix Explorer failed to launch from a Request in Service Manager

Hi @Nikolaj it could have been a caching issue then. Regards Armando

Hi @Nikolaj the new property is a general property so yes, it should be in the General Asset Information. Would you like to install to the latest build before trying again please? Regards Armando

Hi @Nikolaj is the new property 'purpose' set as visible in the asset type definition ? Can you please clear the browser cache and try again? Regards Armando

Hi @JAquino thank you for checking. I will report this issue for fix. Regards Armando

Hi @JAquino, can you please try populating the property 'Device Encrypted' under the section 'Mobile Device Information' please? Regards Armando

Hi @Andrew Spice as far the asset state/substate, we could not replicate the issue. If a record state is changed, the list view no longer shows the substate. Can you specify the class of asset you are experiencing this issue so we try to replicate? I will report the substate change missing from the asset history. The information about the Used By field are held in 2 properties, which are h_used_by and h_used_by_name. Have you updated both of them with an entityUpdateRecord? A new feature for creating custom views for assets will be available in one of the upcoming SM builds. Regards Armando

Hi @Josh Bridgens the error occurs because the operation updateAssetMobileDevice receives a param (purpose) not expected. I double checked the last version of updateAssetMobileDevice and it includes 'purpose' among the params, so I can only think of a caching issue. Can you please ask the user to clear the browser cache and try again ? Regards Armando

Hello Daniel, it could be a caching issue, which would explain why you see it after refreshing the page. After a refresh, are you able to see the icon when you close and reopen the request a second time ? Regards Armando

Hi @Darren Rose while I don't think its possible to duplicate a default in-app report and edit the criteria, I may check with the relevant people if there is any plan for duplicating a custom report instead. Regards Armando