m.vandun

@Ryan, This is the proces i'ts regarding to. This has a lot of manual tasks. This is a BPM for a new project. This solution would mean that for every tasks 2 new tasks needs to be added. For this proces this would mean 52 extra nodes. It would seem to me, that the normal way assigning a task (from the BPM) would be that - when set for assigning to owner (for tasks) - it would check who the current owner is and then assign the new task to this owner (and not an old owner). This part is nog working correclty. It is not assigning a task to the current owner. Regards, Mark

It seems that the real issue is not taken been looked at. 1) Task is assigned to ticket owner, by BPM. 2) Ticket is reassigned to another. 3) Taks is manualy reassigned to the reassigned user. 4) Task is completed. Then a new task is created by the BPM which is setup to assign the ticket to the ticket owner. The new task is, however, assigned to the old ticket owner (not the new). Hope this helps. Mark

Hi Are there any updates on this? Kind regards, Mark

Hi Daniel, When can we expect this change? As of yet this is still the same: http://screencast.com/t/CG1z2S63 Mark

Hi Ehsan, Any updates on this? Mark

Hi Ehsan, Any updates on this? Mark

Hi Ryan, Any updates on this? Mark

Hi Armando, This can be closed. It seems my colleage had archived the Basic users. Reactivating them solved the problem. Thanks for your help. Mark

Hi Armando, I've created a screencast for it: http://screencast.com/t/lVpNi0Vx It happens for both owned by and used by, I was able to add these before. Also when Hope this helps. Mark

Hi, I'm unable to assign assets to basic users. I was able to do this before. Has anything changed? Mark

Hi Trevor, I tried uploading but it gave the same result. I've made a screencapture of the steps i'm taking: http://screencast.com/t/RoGLRwTQ We're on Version: 1.5.0 i'm using Chrome. Mark

Hi @Ehsan, At the moment we are not using the portal - still needs to be properly setup and introduced to our customer - and only communicate via email through a ticket directly. Is there a way to do this outside of the portal? Mark

Hi Alex, Ok, thanks! Mark

Hi, Is there a way to automatically reopen a ticket when a customer sends a reply after a request was set to resolved? Mark

Hi, When we change the information in the external reference, this works properly. When we try to change the details again we get the following error: We need to refresh the page to be able and change the external reference box. Mark

Hi, I'm experiencing an issue where i'm unable to add pictures to a document. I tried the upload option and also the weblink option. In the part when edditing the document the new picture is shown, but after saving there are no pictures shown anymore. Does anyone experience the same issue? Mark

Hi James, We proivide support to external customers. We provide services to our customer which can have a bug or an issue which needs to be researched why this is happening. During this time it would be nice to put a ticket on hold as all associated requests would have to wait for this update. By leaving the requests open it would fill up the open incidents quickly and these requests would exceed the response and resolution targets. Also when a ticket is taken off hold you know you need to updtae the customer for instance. Kind regards, Mark

Hi, Is there a way or will there be one in the future to put linked requests on hold and send linked request an update? Now we have to open each request manually which is very time consuming. Mark

Hi Ryan, This is possible the solution when changing the owner when this is part of the process. We are actually changing the owner outside of the process. Mark

I'm still unable to log a request. My email is not being recognized. Mark

Good afternoon, We've had an issue with a service request where the request was set on an user. The request was then assigned to another user. The next manual task that was created by the BPM was set to the old user. The manual task after this one was then set to the new owner. I've set and checked the BPM and all tasks created are assigned to Owner (for Tasks). I've checked with the user and he 1st changed the owner of the request and then completed to task. Mark

Hi Ryan, I've tried to create a request but for some reason my email address is not recognized (I am one of the main contacts). Mark

Hi Ryan, These requests have been raised by the agent manually by clicking the create new request button. I've heared it also happend when a request was created via an email but I do not have an example for this. The request was creatred using a service catalog item. Which we use for all random requests. No quick log template was used. Mark

Hi @bob_dickinson, Thanks for your help! This is a great addition to monitoring the SLA's. Mark

Good morning, We seem to have an issue where there are two exactly the same request created. This happend now twice with the same agent but with different customers. For now I've only see it happen with service requests. Kind regards, Mark