Gary@ADL

Sorry this should say tried deleting the 'ADL - CAD' pro-cap not the service! trying to retain the service for reporting of all the calls previously logged to it. thanks

@James Ainsworth - we can still log calls against the CAD service on the service desk by the way - it looks to be using the 'ADL generic new incident' process, as it doesnt present the custom form. but you cant log calls on the portal as you get the error message, i think i initally got the error message when i was creating a new catalog item within the CAD service, so i think i'l have set the default procap to be the new 'ADL - CAD' one, then i'l have gone to create the new catalog items, but failed... i have tried deleting the CAD service, but still getting the same error. cheers

Hiya @James Ainsworth - yes the pro-cap is either 'ADL Generic New Incident' or 'ADL - CAD'. They will have definitely used the first one (ADL generic new incident), i created the second one to switch them over to - but not sure if i completed the change or not, ( i did a lot of work to catalogs and services yesterday lol) all processes were either created from scratch, or a copy taken of an existing process and renamed (using the copy process button). i havent 'uploaded' any pre-saved processes using the function for saving the flowcode and re-uploading it. I can delete the ADL - CAD process, and see if that resolves it? as its only the same as 'ADL Generic new incident' but with an extra custom form added in cheers Gary

note we only get this error when we click on the service request tab within the request config, or if we visit via the customer portal. its also not showing me the catalogue items,

Hi Guys - im getting the attached error whenever i click on one of my services. i have been doing some work around the Pro-Caps and services today, but haven't (to my knowledge) done anything the 'CAD services' service yet. help ASAP would be appreciated as we've not catalogue items against this service now. we also need to retain the service (rather than delete and create a new service) for reporting purposes (previous tickets logged to this service) thanks

Hi @James Ainsworth - sorr yto bring this back up, but im having a new problem with this (I should really test better!) i resolved the call, then re-opened it a few hours later, i can see the status change to open, but then it changes to closed automatically after a second or 2, looking further i can see why its happening - its because my decision path logic doesn't work, but i cant see how to get them to reference the request status to check if its open, resolved etc, i think the ones i have tested must just be going down the 'no match' path,

Hi @James Ainsworth thanks for that! - yes i had seen that bit but didn't realize you could do multiple requests at once that'l do for me many thanks

Hi Guys - really like the feature to be able to update / resolve multiple calls at once - would it be possible to add the feature for us to be able to link multiple tickets to one ticket in the same way i.e. i have a load of tickets id like to link to a problem (tickets were logged before the problem was), thanks Gary

Hi @David Hall - we have had to change this setting back to 'updaterequest' as we noticed a few strange things happening, emails that were sent to the helpdesk with the call reference in the subject were no longer being auto-applied to the calls (only noticed it when the sender is the not the same as customer, unsure if this is the same when the customer emails about there own ticket), also we have noticed some emails from external users are now being auto-logged as tickets - when previously we didnt and dont have this configured, we'l leave our setting as update request, but if you could get the changes applied to it as mentioned in your previous post that would be great thanks

Hi @James Ainsworth @Victor - thanks for your help i think ive got this cracked now with your help

Hi Guys - im still not having much luck with this, tickets are just sat there still at resolved status, ive added another checkpoint in to see if the process is making it past the suspend node,but anyone have a look and spot whats not working for me? cheers Gary

thanks @David Hall you were correct, we had it set tu update request, ive now changed this to logorupdateincident, so hopefully this sorts it

Hi Guys - we've just started to use sub-statuses within our organisation, although on starting to use it ive noticed an issue maybe , i can see why its happening, but i was wandering if theirs a way round it. so currently, when you have a ticket (not on hold) and its updated, we receive a server-side system generated email to advise us the ticket has been updated, by email and also what the text in that email says - which is great and very useful as you can see the update in your email without having to browse through to the ticket. however ive noticed that when i set the call to on hold with a sub-status, and the customer emails about the ticket, i still get the email notification, but instead of telling me what the customers update was, it just tells me that the sub-status has changed - Sub-status has changed from 'With Customer' to 'In Progress' following a customer update Request has been taken off hold - which isn't nearly as useful i kinda get why its doing it - because the job has been updated by customer, this generated an email, but at the same time the ticket is also knocked off hold due to customer update, so in the seconds it takes the email is to generate, the last update isn't the customers update anymore,. its actually the update advising the status being changed, is there anyway this can be amended so the emails still show us the customer update that triggered the email notification when the call was on hold? thanks

thanks @Martyn Houghton

Many thanks @Victor i'l change these any give it another go

Hi Guys - im just setting up some new corporate service levels, anychance we can get the maximum resolution days (currently 40), extended for the resolution bit. we'd like to set a resolution target of 90 days for some of our improvement requests, thanks

Hi Guys - just wandering if it is in the pipeline to be able to nest services, or something similar, heres our scenario. currently we have lots of services (approx 30), one for each different system we use. against each of these services, we have a few FAQ's. and a few catalog items the issue is, is that when the customer goes to use the portal, they have 30 services to choose from, which is a bit confusing, so we are looking some of these services together into 6 groups. e.g. applications. hardware etc, an then use like an index workflow to route the customer down the correct workflow for what they specifically want, the problem will then be is that if we group say 7 services into one service just called 'applications'. we'l then have about 25-30 FAQ's against the one service, which isnt really ideal. what we are wandering is if there is any plans to develop this area at all? originally we thought it woudl be great if we could essentialy just nest the services under a top level service, or perhaps add FAQ's against catalog items rather than services, or even if we could have the ability the group FAQ's within folders within a service? we are just batting ideas around the moment - we are definately reducing down to only 6 services on the customer portal, but it would be a shame to loose the FAQs against each area. something else we considered was also using the document manager, but unsure if we can provide links from the FAQ section straight to a doc, and we also like how the FAQs are embedded. thanks Gary

Please can it be considered to add the snippets section onto the resolve call section, (and also the ability to attach files would be nice), thanks Gary

Hi @James Ainsworth - please can you show us what you have set in your decision criteria. ive had a couple of goes at this and cant seem to get it to work, ive got my suspend wait for status change node set leading onto a decision, but on the branches out of the decision, i am only offered 'expired' 'success', or 'no match', or custom erxpression? which obviously dont match either open, closed, or expired. (screenshot - untitled.png) with that i though i could just use the suspend node just to wait our desired 3 days, then use a get request info node, and then use a decision with the branches based on the status of the request, but it seems this isnt working either? (screenshot untitled1.png) can you point me in the right direction? the process im using is called "generic process with timers - no closure task", and im looking at ref IN00106158 - which should have closed and marked the process as complete on the status bar thanks Gary

thanks @James Ainsworth - we implemented a test of this a couple weeks ago when it first posted, not really had chance to have another look until i saw this post looks good though and is great news we can get rid of the tasks

Hi @Paul Alexander - thanks for this , ive only just got round to revisiting this, but it looks like it has been resolved, as we are no longer having this issue anymore cheers

Hi Guys - no this is still not fixed ad nothing has changed AFAIK. Its quite hard to test as its our Major incident process, which emails managers as soon as its triggered. id rather not change the email config - then id have to test these again after testing. @Ryan - my email was previously configured correctly and working all ok, as fair as I know nothing has changed on our end, and other values - h custom b, c, d etc all work. for some reason in the email templates, hornbill refers to these as 1, 2, 3, 4 etc, so h_custom_a = extended.information.h_custom_1, h_custom_b = extended.information.h_custom_2 etc/ ive attached my template for you to have a look at, @Paul Alexander no sorry still not fixed - and yep we're seeing the same symptoms as yourself, im pretty sure nothing has changed (I think I even checked the last modified dates of the processes), and this one has stopped working, its not something we use daily, so cant be sure exactly when it stopped working, but we notice it straight away as it stands out like a sore thumb on our email.

Hi Guys - can anyone help, hornbill seems to have stopped picking up a custom value we are passing to the database during pro-cap, we have a custom form in our problem pro-cap which asks questions, and each answer is committed to a custom field as shown below. we then output these custom fields in an email via a template. the custom field A always worked fine, and B, C, D etc, still work, recently A has stopped working. it must be there somewhere because when you look the 'questions' section on the ticket, the correct value "p2" is displayed, it just isn't in the database where it should be? also attached is shows how A is setup the same as B, B works, A doesn't.

Hi Guys - can anyone help with where I need to go to view flowcode error messages in full? I found some logs on the admin portal, but couldn't seem to find what im looking for? im trying to decipher why my flow has failed when trying to auto-assign a ticket to 'request creator; thanks Gary

Guys - just to say good job really on the email view stuff! - I wasn't a fan at first, but I have been using it recently, and with the extra little features that allow us to customise certain bits of it - i.e. having the additional info either within the message or the right in a separate pane. Or being able to chose whether we can see the content of the message or just the subject. big thumbs up really!