Dan Munns
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Everything posted by Dan Munns
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@yelyah.nodrog in our instance we have our update call email rule set as per the attached. This will obviously only work if Xerox reply to the original email sent by yourselves or if they include your reference number in the subject line. It doesn't matter where the reference number is in the subject line as long as it is there. Service Manager will then attach the email to the call with the matching reference number. This will work for ALL email replies that contain the reference so you may want to setup an out of office rule to run before the update rule to filter out automatic reply emails (as per the second attachment) Hope that helps Dan
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Yeah we are in a place where we don't apply the patches until they have been approved by Service Desk team leader and with no release notes that kind of difficult. Ill keep checking back. Thanks Dan
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Hi all, Can someone add the change log to the announcement sub forum under service manager? The last two updates are blank and the build number in the admin app is 3 builds out of date. Thanks Dan
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Hi @James Ainsworth Thanks for the update. I did notice it the other day. Makes life so much easier. Sometimes its the little things Dan
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Ok I have re raised the effected changes (lucky for me only 3) Now however I am getting a weird issue with logging a request via the raise new drop down where it doesn't show the service list. I have added the 'select service' node in the PC (which even though was missing still showed the service list when selecting a change this way) but now it shows all services. The same node under Incidents shows a lot less services (both attached) Any idea why the sudden change (I must have raised 30 plus changes and been able to select the service and have not changed the PC until today after if stopped working) and why they both show different lists? The settings app.itsm.progressiveCapture.newChange and app.requests.defaultBPMProcess.change are set and have not been changed either. Thanks
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@Ehsan Manually setting the sub status is fine, however will the BPM fail completely or will it fail, we set the sub status correctly and restart and it will carry on? Just wondering if I need to recreate the 8 or so changes in the list at the moment.
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@Victor and @Ehsan Ok so I have change all sub status changes to include the main status as well. The question I have now is will the calls raised with the setting being incorrect still fail as they were logged on a failed BPM or will they carry on and use the new one from where ever they in the process? Thanks Dan
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@Victor I have set the sub statuses up against the change process (they show up in the list should you do them manually). I couldn't set them in the global list against change as they didn't show up at all. Both app.email.allowRequestSubStatusUpdates and app.email.routing.rules.allowRequestSubStatusUpdates settings are set to on. All sub statuses are set to published. Any help would be appreceiated as I am on annual leave for the next week and we have a CAB on Tuesday...
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Hi @Ehsan After installation of the new update the change process described above still fails with the attached errors
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Hi all, i have added an Info only change to our change process and it always fails when setting the sub-status but I cant see why. Upon looking into the log I also noticed some other worrying errors (attached) Any ideas?
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Hi all, Is there any chance of making the email routing rules page drag and drop or allow us to edit the rule numbers manually (maybe an insert before rule number X). As it stands the page refreshes every time you change the order of rules with the arrows which makes moving a newly created rule from the bottom to the top a slow and painful process. I have just created a rule to deal with OOO replies which needs to be above our Auto Update ticket rule which is rule 1. We only have 30 rules but it was hard going and with more teams taking up Service Manager the routing rules are only going to get bigger and the rule order more important. Thanks Dan
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Hi @James Ainsworth Perfect thank you. Thanks for the rapid resolution to this. Makes my PC forms and questions section so much neater. Dan
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Just a thought on how to toggle visibility on the questions section. Could we not have the option to show in the questions section set when you are creating the label (in the attached image) so that they are individual rather than all hidden or none. I can see where people may want to use some as section breaks (which may be of use to the analysts) and use others as we do as descriptions (which they may want to hide)
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@James Ainsworth I think in our case being able to hide the labels from the questions would be a better option but I also think that allowing wiki markup and the ability to format the description field with line breaks etc would also be useful in some of our other PC forms. I am sure others will agree that both options are best
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@samwoo I believe labels were your idea. Kudos. Now we just have to tweak it a little lol
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@James Ainsworth, @DeadMeatGF is correct in that I want to hide the labels from the questions section rather than the actual PC. The descriptions look like the attached in the PC form but finding actual answers in the questions section can be a pain and I don't want an answer to be missed meaning that a change gets incorrectly dealt with. It also means that there are additional pages in the questions section which may not need to be there (as I am adding a further 8 - 10 questions today there could indeed be an entire page worth of descriptions) Thanks Dan
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@James Ainsworth that is correct. Can I raise an enhancement to add the option to hide these? Our current (ever changing) change process has 11 definition descriptions and will probably have more once we have nailed it down properly. Thanks Dan
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Unable to create integration call for Twilio
Dan Munns replied to Dan Munns's topic in Integration Connectors, API & Webhooks
Thanks @James Ainsworth Our Chrome is the following version if it helps Version 60.0.3112.78 (Official Build) (32-bit) -
Hi all, Is there a way of hiding the labels on the question tab on a request? We use the labels as definition descriptions mainly (as the description field doesnt allow wiki formatting) but they quickly clog up the questions view as you can see by the attached Thanks Dan
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Unable to create integration call for Twilio
Dan Munns replied to Dan Munns's topic in Integration Connectors, API & Webhooks
Ok so this only applies to Chrome as the integration call acts correctly in IE (shockingly) Still hopeful for some Esendex integration though..... -
Hi all, Probably something stupid I am (not) doing but after adding my Twilio credentials into the key safe I am unable to create an integration call in any BPMs. I select twilioSMS under method and then select sendsms but when I click apply it doesn't do anything. The window stays open like I didn't click anything so I cant save the config. As I am trying to generate text alerts based on Solarwinds emails I kind of need this to work. Also as we use Esendex as our SMS provider is there a way of integrating with them on the horizon? Thanks Dan
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I don't think so. The notes appear to be different.
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@Victor nice. I do notice however that the notes stop at build 1019 where as the actual build is 1027... Same thing for the update notes when you go to update via the App Store.
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@chriscorcoran If you go to the announcements forum https://forums.hornbill.com/forum/135-announcements/ and search 'service manager' it will give you a list of all the service manager posts which describe all fixes / changes etc along with the build number [EDIT:] @NadeemMazhar guess you were a touch quicker than me there!
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Replying to all that were cc'd on an original email
Dan Munns replied to chriscorcoran's topic in Service Manager
Hi @chriscorcoran For the email view you can hit reply all. Don't think there is a way to do it automatically from the call though. You can add cc's to the email when emailing the customer from the call. Hope that helps [EDIT:] If you add the call reference into the subject line and add the support desk does it not auto update the call based on your update rules?
