chriscorcoran

@James Ainsworth that's brilliant, thanks!

I have a business process that stops the SLA reposnse timer if the call is updated via the update action only. Is it possible to have it so that the SLA reposnse timer is stopped if the call is updated via the update action and/or via the email action?

I have a report that shows me all calls for a paritcvular service with a few columns like date created, summary etc. I'm doing some trend analyis in power bi on keywords and could do with the whole of the audit trail for calls. Is there a way to add the audit trail to a report? I guess it would make export massive, maybe removing system updates? I know I can print the content of each call indivdually but I'm looking to pull the data in all at once. any thoughts?

is there a way to lock stop the clock as well (pause) ?

@Victor makes sense. I may have to check what the teams have.

@Michael Sharp doh!, I always forget Thats sorted it. Thanks

Many thanks for the suggestion @Michael Sharp @VictorI have attempted to lock down the actions which does grey them out but I can still click on them and fill complete them. Do you know what I need to change in order to stop people bypassing. So in my test, i'm locking all actions apart from email. You can see I can still click on the resolution.

can anyone point me at the product enhancement page? I use to have a link to it but can't find it!

In our business process we set our response SLA to be met once its been assigned to an analyst and they complete the updated customer activity. People always forget to complete the activity or fail to assign it but do contact the customer, which means analysts often miss the response SLA. Is there a way to make it so that the first email sent externally to the customer would trigger the SLA response met? Or can someone suggest a better way, or what they do for response SLA.

Is it possible to audit if an email was deleted manually or by the system to the deleted mailbox?

Hi, I forgot to add in the Easter bank holidays on our SLA Calendars. Is it possible to add the dates and wind back calculate SLA's that failed over the Easter weekend its messed up some of our reports we send to customers.

@Ehsan that is great, thanks!

@Victor so below was the original text which was copied and pasted into the update action on the call, done manually [20190331-221105.582] RII_01 High 0000000400000001 StateController-Interlocking [06] Invalid 17503 message received while in CONNECTED state [20190331-221105.582] RII_01 High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED state [20190331-221105.673] RII_01 High 0000000400000001 StateController-Interlocking [07] Invalid 17503 message received while in CONNECTED state [20190331-221106.490] RII_01 High 0000000400000001 StateController-Interlocking [01] Invalid 17503 message received while in CONNECTED state [20190331-221106.580] RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state [20190331-221106.580] RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid TED state [20190331-221103.399] RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state [20190331-221103.399] RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid 17503 message received while in CONNECTED state [20190331-221103.490] RII_01 High 0000000400000001 StateController-Interlocking [04] Invalid 17503 message received while in CONNECTED state [20190331-221103.490] RII_01 High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED state [20190331-221103.581] RII_01 High 0000000400000001 StateController-Interlocking [05] Invalid 17503 message received while in CONNECTED state

If a date is posted in to an update of a call and its pasted in the format [square brackets] it will change the date to invalid date, see example below. The workaround I guys is to add it in as a txt\doc document. invalid Date RII_01 High 0000000400000001 StateController-Interlocking [06] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [07] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [01] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid TED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid 17503 message received while in CONNECTED stateInvalid Date RII_01 High 0000000400000001 StateController-Interlocking [04] Invalid 17503 message received while in CONNECTED state

@James AinsworthI can see where it is failing, but not sure what I need to do

@James Ainsworth thanks that is a big help, I manged to remove the expiry from the task, I tried to refresh but I still get expired tasks and the error., below, any thoughts? decision ("e1204a1c-1761-d76b-530f-ddbf1587d6fb"/"decision-aa63401a-62bf-4512-2393-adf99ea65d11") execute: at 1/51: "Uncaught Global::GetApprovalResult: unable to find node: "autoApproval-671b8aa5"" (function(){ var outcome=false;var res = functions.getApprovalResult(global["currentStage"],"autoApproval-671b8aa5"); global["outputParams"]["tmp"]=res["result"];if(res["result"]==1) {outcome = "approved";}else if(res["result"]==2) {outcome = "expired";}else if(res["result"]==3) {outcome = "tentative";}else if(res["result"]==0) {outcome = "rejected";} global["outputParams"]["res"]=outcome;" ---------------------------------------- (function(){ var outcome=false;var res = functions.getApprovalResult(global["currentStage"],"autoApproval-671b8aa5"); global["outputParams"]["tmp"]=res["result"];if(res["result"]==1) {outcome = "approved";}else if(res["result"]==2) {outcome = "expired";}else if(res["result"]==3) {outcome = "tentative";}else if(res["result"]==0) {outcome = "rejected";} global["outputParams"]["res"]=outcome; return [(outcome== "expired") == true,(outcome== "tentative") == true]; })()

@James Ainsworth its not got to the authorisation stage yet because it not hit the first activity, low, medium or high.

Hi For some reason I had set an expire time on one of my change authorisation activities. I have removed the expiry time now in the BPM, but I really could do with moving the process forward by authorising the change. Is this possible?

Is there a way to setup a view for tickets I follow? Not owner ones that I'm watching. thanks

@Steven Boardman thanks!

Thanks @Steven Boardman

I have a stage in my business process that calls for an approve and the focus should be drawn to the approvers tab, but it never seems to work. I have to click on the approvers tab manually. Is this a bug or an issue with my process?

I use the SLA escalation, and add calls about to breach resolution and resolve to boards. Is it possible to have calls automatically removed from boards where the call has been resolved or closed? At present the team manually remove calls once the have been resolved and closed which is fine if we have a few but if we have a lot it gets a bit hard to manage.

@Steven Boardman Hi Steve, does this sandbox still work? I couldn't get in with the password. It was OK the other day.

@Samrai its OK I refreshed the call and got the box for adding authorises! I think I lost connection to the server.