[using update request note or activity to set a custom field value]

Hi Guys,

 

is there any way we can use a node in the business process section to update a custom value - e.g. h_custom_a

 

it only seems to let you update specific  values i.e. logging category, details etc,

 

the custom fields are in the same table as the detail, site, logging category etc so this shouldn't be too unfeasible

 

ideally id like it so my workflow create an activity automatically which has a date picker, once this activity has been completed id like to use the update request node to put the date specified into a custom field, so we can then report on this date.

[Repeated Customer Search after selecting Service]

Ive noticed this as well, I find it fixes if you set the node to be mandatory = true, if it is false it seems to skip back to it - if it is true, it still skips back to it, but then moves off it again,

 

 

[cant get logged into hornbill - urgent]

thanks Victor - we'l try re-adding the user on Monday when we're back in for a full week,

 

much appreciated for your help on this one guys  

[cant get logged into hornbill - urgent]

hiya guys - yes tht would be great if you could? 5pm onwards should be fine -  is there anything we can do on our side? the archived user hasn't been here for about 2 weeks, and his AD account has been disabled since them, so am unsure how he could have a session open unless he perhaps tried to use his personal phone to access or something like that,

 

many thanks for your support thus far,

 

thanks

Gary

[cant get logged into hornbill - urgent]

thanks for your reply victor - we seem to have got this working again by reducing our user count to 19 of 20 users,

 

we have recently archived a user who has left, and added a new account to be a 'user' account, I did this this morning, and all seemed fine until about an hour ago, so not sure if something is getting mixed up somewhere or whats going on?

 

it seems some time after we added this user (which only took us to 20 of 20, as we removed the leaver from the subscribers list) it stopped letting any of users login if you didn't already have a session open,

 

@Gerry was helping me with how to archive an account / create a new user

 

 

[cant get logged into hornbill - urgent]

Hi Guys - please can anyone shed any light on this, - several of my analysts (including myself cant get logged into hornbill)

its saying that ' I have reached my user subscription limit of 20 ...'

 

but i don't understand how we are getting this message, as we pay for 20 users, and i am one of the named 20 users, same for my other colleagues who are getting this message?

 

anyone help please?

 

[retiring an analyst account and renaming it?]

Hi Gerry,

 

we have done this and it all seemed to go ok, we then thought it best to test the permissions we were granting to this user, so we knocked him back to a normal basic user, and promoted another test user, however we are now getting the below error,

 

we've checked our list of users and we seem to have a correct number of licences for the users we have, I'd rather not post the list, but can pm it if required to the hornbill team?

 

thanks

[retiring an analyst account and renaming it?]

thanks @Gerry - will give this a go

[retiring an analyst account and renaming it?]

Hi Guys - I was wandering if anyone can advise me the best procedure for dealing with a leaver.

we've recently had an IT analyst leave, and I want to re-assign his full paid account to another member of staff, whats the best way to do this? can I retire his account and setup a new one? or can I rename the existing account to suit? what happens to the calls previously logged against this user?

thanks

Gary

[can you use bpm to set the status of a service]

Hi guys,

 

we are currently working on a process flow for recording major incidents, and im looking for a node that allows me set the status of a service to 'impacted' or 'unavailable', ideally we could also set the status text in the same node? we could then have another node to clear the status and text once the issue had been marked as resolved?

 

so ideally id like to log a problem against a service, mark it as a major incident by way of setting the priority to MI, id then put some login in the BPM to say that if the problem has been marked a Major incident, set the status of the service the original call was logged against to be impacted or unavailable or normal (for when its fixed)

 

thanks

[trying to auto-assign calls to a team based on service]

@Victor @Martyn Houghton

 

many thanks for your help with this guys - ive now got it working!

 

I had set the default process flow for the service correctly, but I had forgot to set the flow for each catalogue item - so when I was logging a call using my catalogue item it wasn't using my new one that I'd set as the default one for the service, it was of course using the one defined for that catalogue item - which I'd missed setting this time around! :|

 

 

[trying to auto-assign calls to a team based on service]

no it doesn't mark it as assigned, the timeline line stays green, so I don't think its 'erroring' as such, just not liking branch expression I don't think?

 

attached is the 'get request details' node I have in before the branch, perhaps this isn't getting the correct details?

 

 

[trying to auto-assign calls to a team based on service]

Ive tried this and im still not getting the result im looking for? both my service, and my catalogue item start with CAD (service - CAD services, catalogue items - CAD request, CAD fault) so im fairly certain this is correct.

 

ive also changed the assign box as per Martyns comments, this seemed correct as well, as it let me select the team (engineering), rather than typing in manually,

 

im a bit stumped really, especially after looking at Martyns example and setting mine up the same,

 

 

[trying to auto-assign calls to a team based on service]

many thanks Martyn i'l give this a whirl  

 

 

[trying to auto-assign calls to a team based on service]

Hi Guys - can anyone help, im struggling to use workflow to auto-assign requests to a team based on the service the request is logged under in the portal.

im trying to branch based on what service is selected (CAD Services), am I using the right branching criteria? as the options ive got don't exactly match the database colun names, but ive tried a few iterations, ive also tried to route it based on catalogue, but not getting anywhere with that either, 

 

or am I missing something else?

 

cheers

Gary

 

 

 

 

 

[is there a workflow option to cancel a request]

Hi James, yes service portal users, and yes essentially - although its currently more about if the user choses a specific answer to a question - "we don't deal with this request, speak to a different department" (which is the text the user is presented with in the read-only box), and in such a case, we don't want a ticket raising with IT because its actually a Finance issue.

 

for example a missing stock code on our finance system - Initially a user/customer logs onto the portal to raise a ticket about a missing code, they would be asked questions - is it a finance code? is it missing?  then if the customer answers yes to both of these (one after another), the next box would have read-only text saying "see another department", then on clicking next again id like the request to be cancelled.

 

thanks

[outputting Pro-cap answers on emails]

awesome il take a look

 

thanks

[outputting Pro-cap answers on emails]

Hi guys - I cant remember if this has been covered before, but ive had a look and cant find anything,

is there a way of outputting a users pro-cap custom form answers onto an email template (other than description/summary)? or assigning the users answers to a one of the 'custom' fields available to reference?

 

so for example for a desk move request, in the progressive capture stage I would ask the user to select a date via a custom form,

 

I'd then like to output this date on a confirmation email, using a custom email template written for this service - booking confirmation type thing. I'd like to be able to output numerous different answers on one template too, so just setting the date as the summary/description isn't feasible

 

cheers

Gary

 

[is there a workflow option to cancel a request]

hi guys - just wondering if theirs a way of cancelling a request via the pro-cap workflow? rather than the usual 'end' - which then processes and logs a call.

 

I want my users if they go down a certain workflow to get to a read-only text box, then when they click next, the request is cancelled. (rather than them having to actually press the cancel button)

 

is this possible?

 

thanks

Gary

[email notifications when a call is assigned to a specified team]

thanks victor - it would be nice to sort this by team, but this will do for now as we can put email rules on for the team who don't want the mails,

 

cheers

[error when logging into the portal]

clearing the cache/cookies worked for my test user,

 

to be honest I didn't try this initially, as we use a citrix environment balanced across multiple servers, and internet history is not (or I didn't think) was stored for the user.

 

James - these are all end users experiencing this issue, they also would all only have access to the service portal, (some of them logging onto it for he first time),

 

thanks

Gary

[error when logging into the portal]

Hi Guys,

 

I was wandering if anyone has seen the below error message and can give us any pointers on how to fix? or where we can look (logs etc) for any further diagnostic information,

we are using single-sign-on - there seems to be no pattern to users getting this error message, its got us stumped at the minute,

 

 

[email notifications when a call is assigned to a specified team]

Hi Guys, can anyone help, or let me know if this is possible?

 

id like to setup hornbill so when a call is assigned into a certain team, and email is sent to a pre-determined email address.

 

I can see there is an email template already that exists for this - TeamAssignmentNotification,

 

but im not sure how to turn this on, and also configure it so it is only applied to one team, rather than all teams?

 

thanks

Gary

[cant get email notification to work]

guys - can anyone help with the attached error im getting? im trying to get a process to auto-email, but it doesn't want to work for me? ive had it send to me own address(gary.exley@alexander-dennis.com) but doesn't seem to like dl-it-sd@alexander-dennis.com

also, is it possible to send to more than one address? ive tried separating the addresses by , and ; - and none of these seem to work?

also, is there any way of viewing the error messages we get properly? as you can see by the screenshot, it seems to cut off some of the error text?

 

screenshot shows the error message I receive, how my node is configured, and the exchange account detail to show the email address.

 

cheers

[attachments not appearing at all]

Guys - I know ths has been touched on before, but can anyone explain why my attachments aren't appearing in a call at all? the attachment has come in via an email reply, and so has been added to the ticket automatically. but the update gives no indication that theirs an attachment there, even clicking show more (thus showing me the full contents of the update) doesn't indicate theirs an attachment. I have to actually open the email to view it (but why would I normally do this when the show more button should show me the full content of the emails)

 

 Fortunately the user has indicated he has attached something so I was able to spot this one...

 

as you can see in my screenshot, I have no 'attachments' tab, but there is an attachment in the highlighted email...

 

thanks