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Keith

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Everything posted by Keith

  1. Keith
    @James Ainsworth Thanks for the explanation. Looking forward to this development. Cheers Keith
  2. Keith
    @James Ainsworth Good to hear!! Will it allow services /catalog items to be defined per service? Regards Keith
  3. Keith
    @James Ainsworth Any update on progress on this functionality. I am now trying to configure routing rules for automated emails and bumping into a number of issues. Having only one default service is hugely limiting. We need to be able to send in automated emails which could be assigned to different services and teams. Such settings need to be at the rule level and not a global default. Regards Keith
  4. Keith
    I have been working successfully with a progressive capture that utilises an Orion Picker. However, this appears to have just stopped working. Are you aware of any current issues with using the Orion Picker? Regards Keith
  5. Keith
    @James Ainsworth I was just about to create a similar porting when I spotted this. During testing I realised that the search facilities do not encompass updates (or anything else to my knowledge) on the timeline. This is something that is a problem for us as we constantly search both active and historic requests for information within the request. Hopefully this is something you can get on your development board in the not too distant future. Regards Keith
  6. Keith
    @James Ainsworth As we are not yet live I may not be the best person to comment on this BUT I think the team & owner assignment information is very useful. Especially where the person raising the request may not be a member of the team to which the request gets assigned. Regards Keith
  7. Keith
    @Martyn Houghton Thanks, that was exactly the issue. Cheers Keith
  8. Keith
    After upgrading to 2.36.4 this morning the incident summary popup (shown following progressive capture) shows that there is no Team assigned when in fact there is. Clicking on "View" shows the incident with a team assigned.
  9. Keith
    I experienced this same issue this morning after upgrading to 2.36.4. Strangely, closing the tab I was using (in Chrome) and opening a new tab seemed to resolve the issue.
  10. Keith
    I'm interested in this topic too as we would also like to customise the colour scheme including icons. Regards Keith
  11. Keith
    @Kelvin Thanks for your feedback Kelvin. Good to hear that the email function works well for you, but interesting that you still feel the update would be beneficial also. Regards Keith
  12. Keith
    @James Ainsworth FYI this is something that we also feel very strongly about. Both the Sub status, and linked updates are high on our issues list (in that order). Regards Keith
  13. Keith
    I am told that there is currently no way for the customer to receive an email or similar notification when a request is updated by the analyst in Service Manager. How then is the customer made aware that there has been a change to their request. Surely we can't expect the customer to continually log on to the portal to check for an update? I am aware that we can send an email instead. If this truly does not exist today, why not, and how do other people feel about this? Is this something you need too? I would love to hear how you deal with this in your current processes. Regards Keith
  14. Keith
    Hi @Alex8000, no idea when this came in but you can set it via servicemanager.request.closureCategory.default.required Regards Keith
  15. Keith
    Hi, @Dan Munns I'm new to this so may be being a bit dumb. How would analysts resolve the issue if the button is hidden? Regards Keith
  16. Keith
    Hi @James Ainsworth (and @samwoo ) The ability to hide the resolution action item and trigger its visibility in the BPM workflow would be a perfect and logical solution. This way I would simply activate it within the appropriate stage's workflow. Regards Keith
  17. Keith
    Thanks Victor. Understood! and makes perfect sense.
  18. Keith
    @VictorShould I just raise this with Nadeem who is handling my switch on?
  19. Keith
    @Dan Munns Thanks for the tip, however that only works if there are open activities with the analyst which for my process is not the case. I appreciate I could probably add an activity to the end of the process flow but this seems counter intuitive. If I have a stage called resolution (as a third stage) it seems crazy that I can actually resolve the incident before reaching that stage. To help with things a little we have enabled an option to force a closure category to at least be set before resolving. Keith
  20. Keith
    Current functionality allows analysts to use the resolve action at any point in the process irrespective of stages and check points. This means that potentially analysts can resolve before any assignment, categorisation etc. has taken place. This really doesn't make sense to me. Why should you be able to resolve an incident prior to completion of all required information. We would like the resolve action to NOT be actionable until specific stages or check points (defined in the business process) have been met. Thanks! Keith
  21. Keith
    @DanielRi / @Victor My issue relates to updates entered by customers in the portal which I am currently trying to test. I have changed setting guest.app.requests.notification.notificationType.portalUpdate to have value BOTH but upon updating an incident in the portal I get neither a notification in Hornbill nor an email. FYI - emails which I have configured as part of the business process flows are sending out just fine. Thanks Keith
  22. Keith
    Victor, I seem to have the same issue and am using 2.33.5. Are others still experiencing the issue? Keith
  23. Keith
    James, This seems similar to a request we have whereby we want to have a status to indicate that we are awaiting information from the customer. However we would want the status to revert automatically when an update is provided by the customer. We would use these status to give visibility to the incidents that need our attention. hope this helps flesh out requirements for this important feature. Keith
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