Paul Trenter
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Enhancement Requests
Posts posted by Paul Trenter
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Hi @Steven Boardman, thanks for the reply.
I'm just testing with a newly created asset type. Doesn't seem to allow that shared option though in the 'Used By' field. Just bringing up that same internal users list.
Also, would you still be able to bulk import assets if assigning a shared organisation?
Thanks, Paul
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Hi there, hopefully a simple one. We use Hornbill mainly for customers rather than our own company. These are configured within Organisations and Contacts.
I've been looking at using the asset manager to control some of the stock we maintain for them. Problem I'm hitting is that while you can assign the 'owned by' field to users, you cannot assign them to the Organisation.
Is this something that's possible and I'm just missing?
Thanks in advance.
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Just a quick reply of thanks for the fast work on this one. Looking good so far since the last update.
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Further investigation seems to show this error only affecting Incidents, Service Requests seem ok.
EDIT: Seems not, just seen it on SR too
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Hi there we updated the Service Manager this morning and ever since, we are seeing red box errors whenever putting a ticket on hold or manually taking it off hold.
If we go back into the ticket after, the action has taken place but the Timeline isn't updated.
https://i.imgur.com/EoIHQ32.png
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Hi, we are also seeing this issue now. Any update on a date for next Service Manager update?
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Ahh sorry @Pamela, I saw an update to Service Manager just after your response and thought that was it. Will have more patience, thanks for getting back to me.
As I say, the issue isn't with the email not being sent. It shows in the email sent folder as being sent once. It is received twice though.
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Does anyone have any further thoughts on this? All updates this morning saw 2 emails received by all recipients. We've now resorted to sending manual email updates outside of Hornbill.
Email notifications on opening and closing tickets work just fine. It's when sending via the email option within a ticket that we see the problem.
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@Steven Boardman yes h_custom_a make much more sense! Changed that now. Still getting the warning about invalid variable ref though and test fails. Let me throw you the screenshots. The Prog Cap then the 2 automated tasks to confirm I'm not missing something silly.
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Thanks @Steven Boardman
So what I've done is set the field ID for the question to h_custom_a_custom_o
Then, on the 2nd automated task to Update Request ID I've picked the variable Custom field A, so &[global["flowcode"]["customFieldA"]]
Once I Validate, I see the warning That nodes have invalid variable references.
Oh, I did test too but it didn't populate the External Ref field
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Hi @Pamela We updated the Service Manager last Friday to latest version but didn't seem to resolve the issue. Tested a request update this morning and again, everyone received 2 emails.
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Thanks @Steven Boardman, that's what I was looking for. One more question on the variable to be chosen. Our Business Processes are linked with different Progressive Capture catalog items. Therefore I can't set that variable to one of the Prog Cap answers as it wouldn't work if other Prog Caps are used. Is it possible to set that Business Process to pick the Field ID, and then I could set the same Field ID in the different Prog Caps? If that makes sense.
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Hi, is there any way to add the External Reference field in manually as part of the progressive capture. Rather than adding into the Ticket Details section after it's been raised?
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@Pamela Sure we will give this a try again. I wouldn't have thought the button is being clicked more than once though as we have so many example, from different operators.
Will update later today
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Hi @Pamela Here is another example from this morning. we sent an update from a ticket to the customer and CC the distribution group of which I'm a member. In the Hornbill email sent folder we see it showing sending correctly
But then in my email inbox I find 2 emails received, both identical. Everyone else in the distribution group gets 2 emails too as well as the customer.
We seem to be getting 2 copies every time consistently now, although one time yesterday we received 3 copies.
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@Pamela Thanks for the fast response.
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As the title suggests, we are seeing instances where we send an email update to the customer from a ticket. I'll often CC myself. Rather than getting one copy of the email, recipients will often find 2 or as seen today 3 identical update emails come through at the same time.
The email view in Service Manager shows only one being sent so not sure what might be causing this.
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Thanks @David Hall, not sure how I missed that on the search. Will keep checking back for updates.
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Hi there, I've been adding a few new sub status' today and they seems to be working fine. I also want analysts to get a notification when one of the tickets is auto taken off hold and changed the following settings
But neither email nor the hornbill notifications appear to work. I've tested manual sub-status changes and also auto off hold. We have other notifications such as portal updates that are working ok. Any advice appreciated.
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No worries @Victor, thanks again
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One other question on this. I understand the you can set it to notify the team when the request doesn't have an owner, via guest.app.requests.notification.notificationType.portalUpdateTeam.
Is it possible to still notify the team if already assigned to an analyst within that team?
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@Victor, that's done the trick. Thanks for the help.
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Also maybe worth mentioning that we only have 1 domain in 'Outbound Mail Routing', our own. Standard notification emails sent via BPM work fine.
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@Victor when I change the domain to live.hornbill.com and test, I don't see any new emails sent from Home - System - Email - Direct Outbound
Assigning Assets
in Service Manager
Posted
Hi @Steven Boardman, no I'm not seeing that toggle. I'm in the Asset Management Admin role too
As for bulk import, was thinking CSV but TBH not really looked into the Data Import Utility in much depth yet.