Keith

Hi @Steven Boardman, Thanks for this. Always good to see new features such as this. Can you advise how this differs from creating a view with the old method? Is it a case of exposing the the use of search criteria without the need for a specific view to already exist? Looking forward to the other search features hinted at. Thanks Keith

OK thanks @James Ainsworth

@James Ainsworth This is a BIG step in the right direction and something we have been wanting since our pre implementation workshop in 2016. I notice that there is still no ability to order services other than alphabetically. Is there a story in your development queue for this also? Hopefully the ability to remove the "more" button and have more services on one screen will reduce the need for this but it would still be a valuable addition. Regards Keith

OK Thanks Paul. I look forward to the communication.

@Gerry Totally agree that a physical event is better I was just offering up some alternatives if this becomes impractical or cost prohibitive. Good to hear your already planning on running some sessions but that makes me wonder/question why I don't know about them. How have these been communicated? Keith

Hi @Gerry I had hoped to respond to this sooner but its been a busy week I really like the sound of the second day and would certainly welcome the kind of activities planned for the second day. I don't see the cost as a problem personally but I understand that others will have constraints. My problem in committing this year is based around organisational change which means I don't want to commit to too much at this point in case of my availability changing. I am sure that many of us would welcome sessions in some of the areas you highlight but I wonder if these can't be delivered in a way which is more conducive to the time, cost and organising constraints that a workshop of this type entails. How about something along the lines of a remote session on a specific topic. This could be run monthly or quarterly with much less effort and cost from your side and us users could pick and choose whether to attend more easily based on topic, without the need for travel, cost or too much time away from our day job. Of course this means we loose the face to face interaction but this in tandem with your one day event might be a good compromise. One of the things I am always interested to see is how others have implemented Hornbill, how have they structured services, what integrations have they implemented, what does their reporting and dashboards look like. So some customer lead session would also be good if you can convince any of your bigger users to take part. Keith

@chriscorcoran You must have the Service Desk Admin role assigned to you to see this.

@Gerry Don't worry, I'll work through these.

New requests are now working fine for us. Unfortunately it appears I have to restart the last step for all affected requests (minimum 100).

OK thanks @Chaz

Our system was updated to build 2892 in the early hours of this morning and as a result requests are no longer being assigned to teams nor are we able to assign. We are receiving flowcode errors on every request. I have raised an emergency request but as yet have not had any response. Can someone please investigate and get back to myself or Marc Crabb urgently. Regards Keith

OK, I'll investigate a little further in the settings to try and establish if its going to cause any issues.

@Victor Then this begs the questions What else is affected? Do you have a list?

Is there a setting I can use to control the visibility of both Tasks & Approvals? There doesn't appear to be a way to set these directly in the BPM. Thanks Keith

@Steven Boardman thanks for the update. Will try and test this out soon as we'll need to make a decision quickly on whether we can make use of the Project Manager App or not. Keith

Yes I have this configured on a couple of services and tested it successfully but not published to live just yet..

Perfect! Thanks for confirming so quickly.

@Victor, After todays update multiple wait status change nodes can be used and they expire correctly. Can you advise what happens if expiry is left to auto. I presume then the logic is only based on an actual status change and Expiry has no effect? Thanks Keith

@James Ainsworth +1 for this feature. I need to be able to remove the ability for Analysts to close requests when they are not the customer.

Thanks @Victor @Chaz Look forward to seeing some changes in this area. Having a template would be great. Thanks Keith

I believe that the email Update mails that we receive are not driven by a template and as such I am unable to impact how they look. If that is the case can you please look at improving the current format. As you can see from the image attached it looks awful with the last update being completely unreadable. Why is the formatting of the original mail lost? Regards Keith

Thanks @DeadMeatGF

@Victor Ah, we all make mistakes. Any idea on timescale, I was due to chase you on this

@Victor I might be confused (it happens a lot) but I'm not sure what "fix" has been applied. However, having just tested my multi stage closure as per the below topic I still do not get past the first instance of sending a mail. Has the issue with the timer being missing after the first expiry been fixed? Regards Keith

@Steven Boardman Perfect!! That is exactly what I was looking for. Thanks for taking the time to produce the video, I'm sure it will be of good use to others and I for one certainly intend looking at making my progressive captures more informative from here on in. Regards Keith