Gary@ADL

@Everton1878 HUG?

nice will keep an eye out for this one - thanks @Steven Boardman

Hi @Victor we currently resolve the call, then have a task that waits 3 days and then auto-closes the call. we do have a wait for 'wait for resolution' node, and normally would resolve a call by just typing text into the resolution box, setting a closure category, then pressing the resolve button. so we'd have to set the resolution visibility to team - I guess we'd have to do this manually each time. Then have an automatic node straight after the 'wait for resolve' which would update the timeline with the resolution text? thanks

awesome thanks @Steven Boardman

thanks @Daniel Dekel good work with this - perfect solution really!

HI guys - I cant see anything obvious for this, is there anyway to hide the closure category from the customer when you resolve a call? its not really something the customer needs to see anyway, and we don't want to potentially offend anyone when marking there call closed as - 'user error' thanks Gary

CH00097667

hi guys - I don't suppose there might be a way we can suppress timeline updates for certain tasks / nodes? as part of our change process we have an authorisation node with 8 potential authorisers, as well as tasks being created etc, it makes for a very messy timeline where actual quality content has to be sifted out through the automatic updates, is it possible to suppress these similar to how you can with some automated task updates? thanks

thanks @DougA and @Lyonel I think we'l change to text fields as suggested an use validation. many thanks

many thanks

@Lyonel - you are in fact correct! template attached @DougA - could you share you regex validation? ive not utilized regex much at all, so not very familiar with it? thanks Gary

Hi Guys - we have received an error message on one of our problem processes this morning. this is our major incident process, and when logged, and email is sent out to the whole team, we have received the attached message when one on our first line analysts logged a problem. - the specified user does not exist - the user for the task is specified is the "owner (for tasks)" so im not sure why this fails? but its important that that doesn't keep happening, as we cant just close and relog as all of IT including our directors will receive another email advising them our system has fallen over. is there any reason we would get this error? this process has worked fine before, cant say for this specific user, but even if it was to do with the user, I would have thought re-assigning the ticket to me, then reloading the process should have made it work? thanks

Hi Guys , we have a process where during the pro-cap stage you are asked via customised form to input a time/date - using the time/date control box, we are then trying to output the time / date selected into an email, but the format comes out like - 2017-03-28T23:00:00.000Z is there any way we can amend how the time / date is stored in the database or outputs on emails? thanks

Many thanks Daniel, yes we appreciate that quite a few others like the new view - its just personal preference for us - hence the plan just to keep the old view until the bitter end then move over when we had too and keep quiet lol

thanks for your reply Daniel, is there any way of restoring our old view? I appreciate you guys are also have a new view - but I wasn't planning on changing until the very bitter end - while not wanted to be negative - the new view, nor this revised old view unfortunately offer nothing for us other than a downgrade in terms of usability and aesthetics. for me, the new view is too cluttered - im not interested in looking at other emails while im working through one, so the other emails just serve as a distraction, especially with the coloured icons next to each mail. for both views with the 'additional info' pane - this is just wasting screen real estate for me as shown... we are never going to get a youtube video sent to us via the service desk as youtube is banned on our network, its also not very often we would ever get a forum post or websites sent to us. so all this view is really doing for us is spreading the important information across my full screen, rather than presenting it for me in one nice section as it was before thanks thanks

Hi Guys - it appears the old email view has changed? please change it back! asin its not changed us to the new view, its moved the 'additional info' of the email to the right, but it just looks awful! - it righted itself for a few seconds, then changed back so im not sure if someone is doing some testing?

scratch that - its working after a bit of fiddling - thanks

Hi Guys - can anyone advise me of the logic I need to make a decision based on change type? I don't want the request priority to appear if the change is an emergency (I know the flow is wrong in the picture below lol I need to swap them round) as shown; thanks

thanks @James Ainsworth

Hi Guys - is there any way I can use the BPM to 'check' if a change request has been scheduled, and not allow the process to proceed until this is done? - similar as to how you can do with priority and request owner etc, I can see you can put an action focus onto the 'schedule' section, but cant suspend the workflow until this is completed? the same goes for setting a 'workaround', or 'publishing the request' on the problem process, there just isn't the otions there under the suspend setting, thanks

Hi Guys - I think this has been mentioned before but I cant find it? do we have the ability to add anymore info to the emails sent to an analyst to notify them a call has been updated? if I remember these are generated server-side and so we cannot customise them? but i can see a template in our email templates section which looks like it would be the one? it would be a massive help if these could be customised - call summary and description along with last update applied? thanks Gary

good point @Dan Munns - I have now looped it back to the 'get request details' box, so hopefully it will loop round until the ticket is open, or the task has been expired or completed thinking on though, even if this works I will still be left with the closure task on an open call...

Ah yes I get you - this probably isn't ideal ,as the vast majority of requests do require an email (probably 99% at least), I think we may have a workaround potentially by changing our default mailbox so it doesn't send properly

Hi @Victor yes - currently when we resolve a call (using button rather than task), it marks the call resolved, then creates a closure task. this can be used to close the call, or if it expires after 3 days, if it expires, the workflow process to close the call. the problem seem to be having is around If the call is re-opened via the portal, or if if its re-opened via the button rather than the task. because the task isn't actioned it doesn't follow the logic, it just re-opens the call and the task remains, I did wander if parallel processing with a check status loop in there would solve this issue, like so... but I haven't tested this yet...?

thanks victor