[Email routing request]

@James Ainsworth Thanks for the explanation. Looking forward to this development.

Cheers

 

Keith

[Email routing request]

@James Ainsworth Good to hear!! Will it allow services /catalog items to be defined per service?

 

Regards

 

Keith

[Email routing request]

@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

 

 

[Orion Picker Stopped Working]

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

[Request Search - Historic Updates not included]

@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

[Team Assignment issue since Upgrade]

@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

[Team Assignment issue since Upgrade]

@Martyn Houghton

Thanks, that was exactly the issue.

Cheers

Keith

 

[Team Assignment issue since Upgrade]

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.

[Problem since Patch]

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.

 

 

[Customer Portal: Defining certain colours.]

I'm interested in this topic too as we would also like to customise the colour scheme including icons.

Regards

 

Keith

[Customer Notification of Analyst Update]

@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

[Linked request to problem]

@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

[Customer Notification of Analyst Update]

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

 

[Feature Request: - Prevent Resolution until Appropriate Stage]

1 hour ago, Alex8000 said:

Hi Keith,

That's great! How long ago has this been added? I must've missed it in the patch notes.

Thanks,
Alex

Hi @Alex8000, no idea when this came in but you can set it via servicemanager.request.closureCategory.default.required

Regards

Keith

 

[Feature Request: - Prevent Resolution until Appropriate Stage]

1 hour ago, Dan Munns said:

Hi Keith,

In the mean time you can still hide the resolution action button from the analysts (as mentioned in the post I linked earlier) that way the only way they can close the call is to complete the entire workflow.

I do agree that I way to hide it/show it at set times during the BPM is better though. 

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

[Feature Request: - Prevent Resolution until Appropriate Stage]

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

 

[Request Update Emails/Notifications not working]

Thanks Victor. Understood! and makes perfect sense.

[Request Update Emails/Notifications not working]

@VictorShould I just raise this with Nadeem who is handling my switch on?

[Feature Request: - Prevent Resolution until Appropriate Stage]

@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

 

[Feature Request: - Prevent Resolution until Appropriate Stage]

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

[Request Update Emails/Notifications not working]

@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

[Request Update Emails/Notifications not working]

Victor, 

I seem to have the same issue and am using 2.33.5.

Are others still experiencing the issue?

 

Keith

[Linked request to problem]

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