Keith

Perfect!! Thanks @cchana

I am trying to create a service bulletin which contains a string of text which when clicked would take the user to a url linked with the text. Can someone advise the correct markup syntax I have tried [link text] without success. Thanks Keith

Thanks @m.vandun & @Martyn Houghton, So I have to explicitly mark it as new in the bpm. Whereas I am not doing anything currently to set as open. I had wondered if there was a system setting to set a default starting process but can look at doing this in the BPM. Thanks Keith

When we create requests in the system they are automatically given an 'Open' status. However I notice that one of the status filters in 'New'. When and how is the New status used? Regards Keith

Hi, I know that I can set certain automated task to update the timeline. Equally there are options to affect the visibility on the timeline to restrict to customer , team etc. Can someone advise who woudl be restricted when the visibility option of manager is set? Is this role based or is this for those flagged as a manager within a team? Thanks Keith

OK Thanks! - doesn't seem good practice for the customer call to go unnoticed.

Thanks @Victor IT does seem to be exactly these two scenarios. With regards the setting to allow update of closed tickets do you have any advise on best practice. Obviously the user has replied in good faith that their response will be seen but the analyst will not likely be monitoring closed tickets. Will the analysts get a notification of the request being updated if request is closed? Thanks in advance. Keith

Hi James, I think this is a 'one off' but am trying to understand why that would be the case. We only have two active rules currently and this is the number 1 in order. Let me know if you need more info. Keith

Hi, We have received a customer response to a request which has not been updated to the request automatically. The subject line reads "RE: Update: Service Request SR00000110" We have the standard UpdateIncident email routing in place to handle this. Any ideas why this did not update the request? Regards Keith

Hi @Daniel Dekel This was experienced by another user so am not sure if it was a refresh issue or not. I will monitor it and come back to you if the issue continues. Regards Keith

Hi, We seem to have a problem seeing widgets and dashboards created by other users. I have created a number of widgets that I would expect my colleague to be able to see but is unable to. He has the roles for Reporting Admin, Reporting User & Dashboard Viewer but is still not able to see anything I have created. This also extends to Dashboards even where I have specifically granted User access to him within the Dashboard itself. Similarly I can not see his widgets/dashboards even though I am an Admin. Can anyone advise how to fix this. Regards Keith

Thanks @Daniel Dekel , any idea of timescale? Thanks Keith

Hi, As part of our process flow we have an authorisation node which generates activities for a number of users. Each user is setup for 100% approval so that when one approver approves their activity all others are cancelled in the request. The issue I have is that although in terms of the request this works fine, those approvers who did not approve the activity still appear to have open activities in their activity list. Can someone advise why these are not clearing from the users activity list. Thanks Keith

Thanks @bob_dickinson that explains a lot Better go change my SLA's. Cheers Keith

Hi All, Can someone clarify the difference between days and hours when using SLA's in conjunction with working time calendars. Does a day equal 24 hrs or the number of hours that the team is scheduled to work on that given day. In other words... if a team works an 8 hr day and the SLA is 1 day, does this SLA equate to 1 work day or 3 work days. Thanks in advance Keith

Only impact I am seeing is that in the popup following the creation of the request the assignment shows no team or owner assignment even though there is.

Hi All, I am having some problems achieving what I want with human task automated activities. I to auto create an activity (with two outcomes) that is assigned to the owner of the request. This would send a notification to the request owner. BUT I also want any member of that team to be able to interact with that activity and to set one of the outcomes. Can this be done? If I use variable assign to owner (for tasks) only that person can set one of the outcomes. I can of course use variable Assigned Team (for tasks) but the problem with this is that it notifies everyone in the team which is not appropriate. Any help with this would be greatly appreciated.

Will do Victor.

Hi, I have discovered another issue when testing custom views for the request list. If I create a view for requests resolved in the last 30 days where the resolved by team is "A" I get 0 results. However if I create a view for requests resolved in last 30 days by the team members of team "A" I do get results. Is this a bug? Regards Keith

Hi Daniel, Ah OK, so it seems that this fix is some way off which is a bit more disappointing. I'll keep my eyes peeled for the updates. Regards Keith

Hi Daniel, I had thought we were on 2.38 now but might be wrong (Log shows build 883). Good to hear you are aware of this though and are working on it. Regards Keith

Hi David, I believe it was updated from the Service Portal but surely it shouldn't matter? Regards Keith

I am trying to sort the request list by last updated date but this does not appear to be sorting correctly. I have an incident with a last updated date of 14/11 whereas an update was posted to the request on 28/11. Is anyone else experiencing this? Thanks Keith

Hi Trevor, Yes it is working now. Thanks! Keith

Hi @trevorharris Thanks for the update. Look forward to this being corrected soon. Cheers Keith