[Hiding a new Mailbox from the Request List]

Hello,

We have added a new Mailbox, but we do not want it to be selectable in the list when sending an email in a Request - how can I remove this Mailbox from this list?

It keeps defaulting to the new one and people keep using it despite us constantly telling them not to... perhaps because there has always been 1 mailbox set up in the past they've never had to make any selections.

Please advise, it's causing a lot of issues.

Thanks,

Samuel

[Source Decision Tree]

Hi Graham,

Try doing it like this

Source <> Analyst

AND

Source <> Email

Might this help in any way?

Thanks,

Samuel

[Updating Description field - custom question]

10 hours ago, NeilWJ said:

Hi Samuel,

So you meanb in the request update flowcode (automatic task) there are no input params to update the custom fields right?

Will get one of the analysts to look at modifying the existing flowcode.

Cheers

Hi Neil,

Yes in the Automated Task -> Update Request -> Details there is no option to update the Custom Fields.

Could I propose having similar to the above, but this time it would be something like Automated Task -> Update Request -> Custom Fields and in here you get a full list of all the custom fields to be edited (A-H for example) .

Then it will be sImply to edit the one that applies to the process while having all the other options available under a single Automated Task in case more than 1 field need to updated at the same point.

Thanks,

Samuel

[Wiki-Markup not used in the Services Description when in the Services List on the Portal]

Hello,

When using Wiki-Markup in the "Service" description, it doesn't show the correct formatting when viewing the Service on the Portal directly. it does however format correctly when you click on   [+] More

#

Even though we wont see most of the description with bullet points on the main screen, it would be beneficial for the formatting to be correct anyway in case we need to add '''BOLD''' or any other types or Wiki Markup.

Thanks,

Samuel

[Updating Description field - custom question]

Hi,

Sorry to revive an old topic... could this functionality be extended the BPM editor as well? When i want to update the call details i do not get any option to update the Custom Fields.

Thanks,

Samuel

[Simple Forms - Custom Created forms that can be reused]

Hello,

I have a request to make:

With a lot of services, there needs to be consistency between them all. I am proposing for there to be a new area in the Service Manager called "Simple Forms", similar to "Simple Lists".

Using the same dialogue options as creating Customised Forms within the Progressive Capture, but with additional features such as to be able to "Add Attachment", "Customer Search" etc in addition to the custom questions.

Once saved it could be called in the Progressive Capture via a "Simple Form" node.

Copying and Pasting is great, but I need to change some wording across all the forms... it will take a long time to go through each Progressive Capture to amend a few things...

And it would be nice to be able to group things under a single form that could be changed in one fell swoop... such as having a "Note" (read-only multi line) at the top with the "Add Attachment" button underneath the "Note".

Thanks,

Samuel

[LDAP Import not updating user's Roles]

27 minutes ago, TrevorKillick said:

Hi Samuel

Not yet it was scheduled to happen this week but some issues were found in QA we are aiming for next week. 

That query does look ok, i would run the select section first and just double check the accounts coming back you want to have access before running the query.

Kind Regards

Trevor Killick

Hi Trevor,

Thanks I was able to narrow the list some more and have added the role to the relevant users.

Appreciate this. I hope the issue gets resolved on your end.

Samuel

[LDAP Import not updating user's Roles]

On 05/08/2016 at 8:34 PM, TrevorKillick said:

Hi Samuel

Just to keep you updated the Server Team have fixed the underlying issue causing the Updating of User Roles to fail, this will be fixed in an up coming release of the Platform. Unfortunately due to the nature of some changes that made there way into the server before this fix it could be a week or two before we see the particular build pushed to live. 

As soon as i have a build version i will update the post as well as posted when its been pushed to live.

No changed are required for this fix so it as soon as the server build is released the import will start working correctly.

Kind Regards

Trevor Killick

Hi Trevor,

Urgent question - has the updated build version been pushed to live?

We have gone Live with the Self Service Portal today and lots and lots of users are not able to log calls due to them not having the Self Service User role. I've checked the LDAP_Import and it's clearly stating that the role should be added / updated against them.

Is this script ok for me to run until this issue is resolved?

INSERT h_sys_accounts_roles (h_user_id, h_role)
SELECT  h_user_id, 'Self Service User' 
FROM    h_sys_accounts 
where   h_class = 3 
and     h_account_status = 0 
and     h_user_id not in
        (
            SELECT h_user_id 
            FROM h_sys_accounts_roles 
            where h_role in ('Self Service User')
        )

We have stopped all non-priority phone calls coming into the Service Desk and these users without the Job Role are now unable to log calls.

Thanks,

Samuel
 

[Multiline Formatting and Text Box not resizing automatically]

29 minutes ago, TrevorKillick said:

Hi Samuel 

I will raise this with development, there is no wiki implementation for line break at the moment but the default text should be multiline. 

Kind Regards

Trevor Killick

Hi Trevor,

Appreciate this thanks. I've just checked and yes the "Default Value" is already Multi-line but it's not working with some of the Wiki formatting.

[[LINK]] works, as does '''BOLD''' and ''italic'' but the others dont work (numbered lists, bullets, the headings also seem to play havok with the overall formatting as well as when you start a bit of text with an = you cannot close it with and = as it formats all the text after it)

Cheers,

Samuel

[Multiline Formatting and Text Box not resizing automatically]

4 minutes ago, TrevorKillick said:

Hi Samuel

In Wiki Markup you should be able to use * it must be on a new line without a space before it and with a space after it.


Kind Regards

Trevor Killick

Thanks for the response I shall try that, though I cant seem to be able to add a new line as the input box for "Default Value" is a one liner. I remember there being a feature where you could CTRL click in that box to bring up the Multi-line editor but I dont think thats been implemented yet?

Is there a Wiki-Markup code for line-breaks as there is nothing on the Wiki about it?

[Multiline Formatting and Text Box not resizing automatically]

I cannot include bullet points in the Multiline Read Only text box... is this something that will be possible soon?

[superfluous entity record update detected for 'Requests']

Hi,

We've been getting this issue for the last few weeks.

It sounds like there are multiples of the same actions occurring when we press a button once, but throwing an error because the action has already been completed.

There doesn't seem to be a pattern to it though.

Thanks,

Samuel

[Making Customers Inactive]

Hi all,

Just wanted to mention that I use Softerra LDAP Browser (free) to build these filters. Once i get the results i require, i copy the filter that I built from the software into the Conf file and away it goes.

http://www.ldapadministrator.com/

When building filters they look like this (example from their website):

When you've created the filters they end up looking like the ones we need for the LDAP_Import.

I don't check for disabled accounts as they are moved into the "Archived" OU anyway, if any current user ends up in here they are set to "Archived" in Hornbill, if they are moved into another OU then they will automatically become "Active" if they are not already.

It's really cool.

Thanks,

Samuel

[set resolution text via automated process]

Hello,

This would be useful for us too.

Thanks,

Samuel

[Multiline Formatting and Text Box not resizing automatically]

I really like how it looks now, and the Wiki Markup is a plus!

Is there a way to do line breaks in the Markup? I've got an image in the progressive capture that is smallish, but the first word of the text in the paragraph following the image is showing on the same line as the image itself.

What's the workaround to ensure this paragraph is on it's own line?

[Changing the Self Service resolution area]

Hello,

For the Self Service Portal, is it possible to...

1. Change the wording of the Resolution Text (shown between blue brackets)
2. Remove the rating bit
3. Remove the "It's working!" button
4. Rename the "It's still broken" button

If we can fix this, it will prevent customer confusion and prevent issues with the way we currently do things.

Thanks,

Samuel

[Daily Active Calls]

Hi Kelvin,

Does it make any difference if you use

h_status <> 'status.closed'

Thanks,

Samuel

[SQL Direct CSV output not working properly]

On 09/08/2016 at 8:39 PM, James Ainsworth said:

I was wondering if this post has any relation to the issues that are mentioned here?  

Hi James,

In my case, I am able to download the CSV file... when I see the data from the SQL query in Hornbill, everything is in the right columns, but when outputting to CSV the data doesnt sit in the right columns. For each record the data could be in different places in the CSV file.

For example:

Quote alegil Company 1 0 alehal 0   aleken Company 1 0 alelan Company 1 0 alemon Company 1 0 ALEPRE Company 1 0 aleree Company 1 0 alesex Company 1 0 aleshi Company 2 0 alethw Company 1 0 aliapp 0   ALIAUT Company 1 0

As you can see for alehal and aliapp, where it should be a 0 in the third column, its moved to the second column because they dont have a company name

What i guess is happening is that if the column is empty, the comma that's supposed to separate it is not added.

Quote

alegil, Company 1, 0
alehal, 0
aleken, Company 1, 0

aleshi, Company 2, 0
alethw, Company 1, 0
aliapp, 0

This seem to be happening with all the SQL Direct reports where a field could have an empty column sucn as the h_sys_accounts table when exporting to CSV.

Thanks,

Samuel

[Clickable Links in "Read Only" text box via PCM]

Hello,

Is it possible to add a clickable link if a "Read Only" text box with a default value has a link? Maybe by allowing the use of Wiki-markup or <a></a> tags? At the moment the way to get the customers to go to the link is by telling them to Copy and Paste it.

Thanks,

Samuel

[Multiline Formatting and Text Box not resizing automatically]

Hello,

When I need to provide certain information to the customer via the Self Service Portal, I often use the Multiline Text-box and set it to Read-Only and input the information I need to relay as the Default value. This is great except for two things...

1. When having large amounts of information, the formatting of the Multiline textbox (as users have found) can be difficult to read. Could we have the possibility of adding formatting to this box? At least allowing line breaks via the PCM setup to show in the form as expected.
2. When anyone jumps to a form with Read Only information, the field is automatically too large. We need this Multiline text box to fit to the text automatically. If i zoom in and out whilst on this screen, the Multiline text box shrinks to fit the text... which is not a workaround but to show that it seems to be capable of doing this.
   

Thanks,

Samuel

[SQL Direct CSV output not working properly]

Sorry I forgot about using Service Manager Reports... i still prefer SQL though but will use Advanced Analytics this time round. Other created with SQL Direct (the more complicated ones) do come out with the issue i mentioned in the first post.

[SQL Direct CSV output not working properly]

Hello,

When I run the following code (for example):

select  h_sys_accounts.h_user_id as USERID,
        trim(h_attrib7) as COMPANY,
        h_account_status as STATUS
from    h_sys_accounts

When I export it to CSV, if the h_attrib7 field is null it will then populate the empty h_attrib7 field with the h_account_status instead of leaving it blank. If it is populated, then the next field as expected will contain the h_account_status.

This happens with every export I do, especially the h_sys_accounts... if i export this then where there is a blank field, it puts in the value from the next field leaving all the information out of sync and in the wrong fields.... and this is not consistent so I cannot filter information in excel.

Can this be fixed? I have a small workaround for the above script (run it once for null h_attrib7 and one for populated h_attrib7) but need to see the overall picture from h_sys_accounts on it's own.

Thanks,

Samuel.

 

[Email Template annoyance]

4 minutes ago, TrevorKillick said:

Hi Samuel

Are you using the Paste From Word Functionality that CKEditor provides?

Kind Regards

Trevor killick

Ah no I didn't know that existed - will hunt for that button. It's handy writing it in Word as it keeps it in the same format when I paste it in so I never really used the buttons on CKEditor.

Thanks Trevor

[Email Template annoyance]

Hello,

I have come across a slightly frustrating issue when creating email templates.

If i create a new template and copy the text from the following sources:

* Word Document
* Another Template
* Notepad
* Wordpad

I get the following error message at what appears to be randomly.

If i do get this message, i'll have to duplicate the tab, create a new email template yet again and copy and paste the information from the problem template. This doesnt always work, there have been occassions where I have needed repeat this process more than 5 times before I am finally able to create the template.

This is the template I am having issues with at the moment in time:

I have created other emails successfully with an underscore _ at the front of the name.

Can someone advise?

Thanks,

Samuel

EDIT: Oh and the other thing that happens is that if I do manage to click "Create" without getting that error message, but don't get an acknowledgement that the Template has been created, I will never be able to use the Template name ever again.

When this happens, the Create button is still active. So I refresh or create a new template, put the same name again and press Create... the create button is still active no matter how many times i do it.

I go into the Email Templates area and there is no template with the name that i want to use. But when I add an extra character to the template name that I want to use, the template is created and works.

[LDAP Import not updating user's Roles]

Hi Trevor,

Thank you very much for investigating this. I will still use the LDAP imports to update the user information as I'm now confident (thank you) that it wont affect any current job roles assigned to a user.

I will keep an eye out for any updates to this issue.

Cheers,

Samuel