yelyah.nodrog

Afternoon Guys, I am wondering if their is a way to remove posts that have been created in error? I cannot see a obvious way to do it? Please see example: Thanks Hayley.

Sorry, I have just checked, and this is till not working, this button is switched on and users are not being added as a member to calls when they create them? The problem here is that we do not want to add all users to all teams but we need all our users to see all calls, and be able to track calls they have created - even when they have gone to different teams and they are not the customer. Many thanks Hayley

Thankyou very much!

Good morning, I have been asked to investigate if there is a way to stop accounts from suspending, when users put there password in wrong? Many thanks Hayley.

Good morning, I was wondering if there is a option to supply a drop down box for the reasons when you put a call on hold? Many thanks Hayley.

Thankyou I am going to give this a go, it would be helpful to know what the max amount of characters can be put into this field before it stops working?

Hey All, Quick Question, We have a field in our Progressive capture with H_Summary as a field ID in it, to pull information into our summary on the request list page. I have made it a Single line text field but people are putting too much information into the field which is stopping it from pulling the information up to the summary. If their a code we can put in the Regex Field to control the amount of characters that can be put in? Like when you can specify it to only have numbers input? Like above? Many Thanks Hayley.

Morning Victor, This is actually really helpful. One question. We have 2 x service level calendars one is for our critical issues (P1 and P2's) which runs 24-7 the other is for anything below this that runs normal office hours. The way our progressive captures are set up everything roots to one call closure node. will we have to split this depending on the priority? Thanks Hayley

Never mind just realised that you can just select I am a member stupid me

good morning James, I have switched this feature on and it is still not allowing our security manager to see the calls he has raised in the custom view. I have just got him to check and he still cannot see any calls he has raised that are new, on hold or open. If I manually search the ref he can see it. I understand that he will not be able to see any older calls he has raised as I have only just switched on the feature and this should only apply to future calls - however these are not showing either ? even though he is showing up as a member in the calls? Thanks Hayley.

Perfect, Thankyou Victor

Afternoon all, Quick question if we have decided to chop and change our catalog items around (E.g. one Service is going to make all catalog items redundant and just use 1 catalog and a simple list) If I remove the old Catalog items will this break something in the background of the old calls logged against them? I can see a option to retire the items is this the way to go? As it will leave a lot of retired items. OR can I just remove them? Hayley.

So there is no way for our security manager to track all his created by requests?

Morning all, So I have changed it around and set him to Created by: #However it is still not showing any calls at all. I have replicated this view on my account and I can see everything. Now, the only thing I can think is that I am in all teams on hornbill, and Tony isn't However as he has created the call surly even though he is not in all teams he should still be able to track his call? Hayley.

Good afternoon, One of our users is trying to set up a custom view for their requests. It has been set up correctly as far as I can tell, however it is not reporting any accounts and he does have calls. Any ideas?

any ideas anyone?

Thanks Pam

Morning all, I am trying to group close calls in the request list screen. however most of the time it doesn't allow me to select more than one call at a time before the button disappears and it doesn't allow me to close them. As you can see below when I select one call it shows the button, When i select two buttons (Below) the button dissapears However when i select more than one call with the same service it allows me to bulk close - is this a error or a known issue that cant be changed to bulk everything? Thanks Hayley.

Good Morning, It has been raised to me by every one of out teams have noticed that their calls are not closing after the standard 5 days. We applied a auto close node to the BPM when we started using hornbill - Daniel helped us build our BPM's I have checked both the Incident and Service Request BPM's and they both have the auto close node set up to close after 5 days. But as you can see below no calls have been closed since the very beginning. Are the Nodes set up incorrectly or is this a known error? Many thanks Hayley.

Afternoon all, I just wondered if there is a way to report on the number of teams that have handled one call? Say a call went to Service Desk got reassigned to Business Applications then got sent to Application Delivery and finally back to Service Desk. Is there a report that shows this? Thanks Hayley.

Thanks guys the both of you put together finally got through my total blank moment! That makes perfect sense ..Still want a test system though....not budging on that opinion

Hey @DeadMeatGF and @Steven Boardman Unless I'm being thick, I still need to change the Pro cap in app.itsm.progressiveCapture.newServiceRequest Because our process for all calls runs like this - the 'new service request (Service Desk)' - Pro cap is in the app.itsm.progressiveCapture.newServiceRequest so it is the first Progressive capture that we use - Depending on the catalog item it then switches captures. However the bulk of out nodes requesting info etc are in this pro cap. We want to adjust this so that it literally shows as Customer Search-Select site-select service - then it branches for every service and switch captures to separate Pro caps for each service so that we can tailor each service to a better level Then under the test user service we have the bpm - 'Test - Audio Visual Catalog BPM' And under each catalog item we have the tailored Pro cap - 'Test - Audio Visual Catalog Pro Cap' This is because we have multiple catalog items under every service. So in this instance unless i change the app.itsm.progressiveCapture.newServiceRequest from 'new service request (Service Desk)' to 'Test - Pro Cap for everything compatible with Quick Logging' This isnt going to work? and changing the app.itsm.progressiveCapture.newServiceRequest while users are on the system (Which is all day and night) is going to break the current services and catalog items? am i missing something here? because i cannot see how i can change it and it still work considering the amount i'm changing it by...

Thats good for the catalog items but i need to recreate the pro cap that is being picked up in app.itsm.progressiveCapture.newServiceRequest and if i change that its obviously going to break all the links for the current structure. which i cant do while people are online....

Se we have 17 soon to be 20 services, are you advising I create duplicates of all of these but have them not showing...?

Morning all, I really need a test environment, I am working on rebuilding our Hornbill flows as they are not working as well as we would like and i know we can make them better. However needless to say our users are using the flows all day and i cant be messing around with them in case it causes issues. I'm all of my previous experiences with systems. Their is always a test system when a copy of the live environment is put into the test system and i can do my work and make sure everything is 100% working before putting it into the live environment. If this isn't something you already cater for can it please be done? as its nuts not having one as standard? Thanks as always! Hayley.