Dan Munns

Working now thanks Victor. Any update on the other comment? Thanks

Any update for me on this please?

Still doesn't work. In fact there has been no change to how this works after the update other than the emergency request part seems to work. The human task created from the questions still seems to miss Q1 as it is hidden.

Hi, So now the simple list displays the display name instead of the value, however it seems to be ignoring the value completely as a BPM I had which had a decision node now doesn't work. It is set up like this: Get questions>IF Q2 contains 1 GOTO A otherwise GOTO B Now it used to work but since the update I have had to change it to: IF Q2 contains YES GOTO A otherwise GOTO B This seems to effect other items as well, rather than just the simple lists. It seems like it is ignoring the value field for everything with a value and just using the display name Also it now seems to order the list items by display name alphabetically rather than by value as it used to.

Yep works with old services as well now. Would there be the possibility of allowing the selection of a catalog item rather than a service as this would allow much greater flexibility. Selection such as Service Name : Catalog Item name much in the same way as categories are drilled into. I understand that there is an item on the roadmap to improve this but it wont let me log in to the portal or send me the email to reset my password so I cant log on to look properly.

I'll have a try with existing services and let you know Thanks Victor

Cancel that, you have to use a service name and not catalog item. Apologies.

Yes for incidents. I created a service called email rules and set the incident emails to use that service and it works. It also work with the catalog items within the service if I put that name in rather than the service name. I still have no idea why I couldn't get it to work with an existing service though.

Ok I resolved this last night by creating a completely new service and setting it to use that. Now works ok. Thanks

I think this can be closed now Victor, thank you. I was going to record the steps for you but it seems to be working now. It may have been something to do with the admin update today as at around 3pm I was unable to add a manager to any of my users but that resolved itself at around 4:30pm with me doing nothing (I was writing another post but then checked it to get a screen cap and it was working again, I didn't even refresh the browser)

I bet you are all sick of me raising issues this last couple of weeks!

Hi Victor, Both app.requests.defaultBPMProcess.incident and app.email.routing.rules.default.service.IN are set to use a specific BPM and the call logged via email is still not using a BPM I can see.

Hi Victor, When the ticket is logged does it use a default BPM anywhere?

Hi all, I have just started looking at email routing rules and have gotten a rule to log a call based on the email address. I would like it to log a call and assign it to a specific team (preferred) / use a specific BPM. Is this possible at the moment? My rule writing skills are a bit (read a lot) rusty as I haven't touched anything like this for a fair few years so apologies if this is simple. Thanks

Working now thanks

Hi all, Apologies for the number of topics raised in the last couple of days. I was trying to change the assignment of a human task in our new starter bpm and it kept returning back to the IT Service Desk when I set it to 3rd line and saved it. I deleted the task in the hopes of creating a new one with the correct assignee but now the BPM fails with the following error: Operation[task:taskCreate2] The specified group 'undefined' could not be found The task is set as attached So 2 issues here really 1. Unable to change task assignee 2. Unable to create new tasks with assignees

Sorry, button two. Having had a look into it a little more the field app.itsm.progressiveCapture.newServiceRequest is being ignored and it is using the default form. This was tested by editing the default form and the edits show when logging a call with button 2. Button 1 works as it should.

Hi all, The procap used by the 'Raise New' button for service requests isn't using the correct progressive capture form. I have changed app.itsm.progressiveCapture.newServiceRequest to the correct procap and it doesn't use it. It is the same form as our 'Raise New' Incidents which works fine. This has only started happening today as yesterday it was tested by one of my analysts and was working fine. It should follow the stages attached but instead goes like this: Customer Name; Summary/Description; Logging Category (which I believe is the default newservicerequest procap) Thanks Dan

Thanks Victor

Hi James, The resolve timer is set to stop as soon as the resolution is input. It may be the resolve timer is showing the auto close date (which is set two days after the resolution for incidents) or it may be the SLA timer run out date, to be certain I will have to investigate more. Either way I would expect it to show the date and time the call was actually resolved rather than auto close or SLA timer dates. See my resolution stage BPM attached.

Hi all, I believe that the resolution completed dates are incorrect and are showing the SLA run out date rather than the date the call was actually closed. See attached. The call was actually closed at 15:58 today

Done

Hi all, I am having problems with our instance and am hoping someone can have a look for me. All of our SRs use the same first stage in the BPM. This stage checks for authorisation, checks to see if it has been marked as an emergency request, assigns a priority and team and starts timers. At the moment whenever I create a new BPM the 'Get Request Questions' seems to fail and will not see the correct questions. Questions are set as follows: Q1 - h_summary - free text - Hidden from form (used to add form type into summary) Q2 - Emergency Request? - Static check box - visible on form Q3 - Departments - Dynamic check box - visible on form Q4 - Additional Info - Multi line text box - visible on form The decision node should query Q2 and then if it has been set pick the correct path but at the moment it always selects 'No Match' no matter what I do. Also the decision node for Q3 only works if I set it to Q2, I thought that this was due to Q1 being hidden but all of my other BPMs (historical) at set to see the hidden question as Q1 and they all work fine. For any Hornbill guys who see this and can access our instance the BPM in question is called Telephony Test 1. I have checked that the form the BPM queries is correct and all other settings are the same as all the other BPMs we have. Any help would be appreciated Thanks Dan

Cool thanks

Thanks Victor, Any news on a release date for 2.31 as I am waiting on a number of things which should be fixed in this release (which I was told would be available at the back end of this week) at it is slowing down our implementation of the system Thanks