lee mcdermott

Hi, Is it possible to reset a stage checkpoint in the BPM HUD? I have a decision node for approve and reject. If it is rejected the stage checkpoint is set for Rejected. Further in the process this decision may be reversed and then an approval is made. So I would like the stage checkpoint on the HUD to not show that it had previously been set to rejected once the new approval one is set. thanks lee

@Steven Boardman thats great. I have changed it to 0 to display all icons.

Hi, I have just applied the latest update and noticed that the majority of services in service portal now seem to all show across one level with the show more services underneath. Is this an intentional change? Also I know it was mentioned a while ago that there may be work to get rid of the show more services bit and have the ability to show all services on the page and just be able to scroll down the page. Has this been implemented? If so how do you enable it to work like that? thanks lee

@Victor @SJEaton Hi I am having the same issue and was just about to log a post on here for the same thing. But then found this post. My issue is excatly as mentioned but I also wanted to query if there is anyway to stop the BPM and wait for any type of update? I want to wait for an "update" before the BPM continues but also see no way to get the BPM to wait for an Assign to team? I am assuming all Suspend and "Wait for.." tasks do not work if they have previously occured in the timeline? At the moment the only thing I can see that stops the BPM from progressing is the "Wait for resolution" which is not ideal as the person completing the call would need to know they have to click resolve to process the rest of the BPM and then I would have to add a Open call into the BPM to re open it and get it to process to the next section. Any update would be great thanks lee

@Dan Munns thanks dan I will try that. I haven't done much with the inject variable stuff to put it into a custom field. I do have an example of it so should be able to work it out.

@James Ainsworth @Steven Boardman Hi I have just raised a similar question and was directed to this post. My BP is as below and I want to get the outcome reason to include in an email to send to the customer. When you say set the outcomes to the task to be - Approved Rejected Tentative I have a human task we select approved or rejected and obviously enter a reason is this what you mean? will my setup as shown work? if so I am not 100% sure how I should be setting up the next node to use a variable picker to get the Outcome reason? lee

@Dan Munns thanks for that. And how spooky this was only raised yesterday...

Hi I would like to send an email to a customer after an approve or reject node and I would like the email to contain the Reason that was entered as part of the Approve reject Human Task. Does anyone know how or what Nodes I need to add after the decision node to capture the "reason field" for the previous approve\reject node and then include this information in an email notification? thanks lee

@DeadMeatGF @conorh thanks guys will give that a go.

Hi, I was wondering if it is possible to link existing users in hornbill with assets in hornbill but in bulk? At the moment we have all users imported via AD and all assets imported via SCCM link. At present we do not have a accurate record of which device a users owns(uses). However we are starting a desktop refresh program soon so all users will be assigned a device and we will then have a record of the user and their device id. So is there a way to use the information(probably in a spreadsheet) to upload into hornbill that will be able to then link these users and device (which will already exist in hornbill)? thanks lee

@Pamela thanks pamela - I have checked and all seem to be on default - except one service for incidents? not sure when or how this was changed. But it looks like this would have been the reason. thanks for your help. lee

@Victor IN00025358 - currently open. The email shows as normal in the timeline on the call. But below is the email he gets back. email sent by Paul williams I can try and find some of the other reference numbers if required

Hi, I have an analyst reporting that whenever he sends an email from a call open or closed to a customer and if he CC's himself into the email he gets an automated system message to inform him and the user that "your call has been successfully logged" I have checked which mailbox role he has access to and it is the same as myself. I have tried it against the 2 calls he has highlighted to me and mine send ok and I don't get any auto message back. Am I missing something obvious as to why this is happening or anyone have any ideas? lee

yes i have tried that also and it has resolved the issue

@James Ainsworth @gwynne Hi James, I think there may be a misunderstanding here. I believe may issue is the same as Gwynne in that it is basic users details we cannot see. So in my example above this is myself and another analyst looking at the same Incident that has been raised by a normal user logging a call. I can see the details for the users phone number, other analysts looking at the same call cannot see these details. As this is a basic user there are no settings to amend for them. The below is my view of the call, when other analysts look at this same call they cannot see the telephone details? lee

Hi, I was just about to log this also. We have analysts now reporting they cannot see customer details but they used to be able to. I can still see them but no one else seems to be able to? me on the left , other analysts on the right? Could this be as a result of the update on Sunday that broke things? lee

@Bob Dickinson @Martyn Houghton I have ran the query martyn supplied and it appears that the majority of the calls are realted to the fact that the Ebusiness service did not have a SLA agreement associated with it. I think this is accounting for the majority of the 1000+ calls There are a few others in there but these seem to be lined to our go live period when calls were logged with no priority set etc. thanks for the help lee

@Bob Dickinson Thanks Bob, Yes I just noticed the ebusiness thing just before and have now associated it with the SLA. Not sure on the still open on hold calls as this report is only looking at resolved or closed calls? the setting a default sla as part of the BP sounds like a good idea. I already have the BP setting the default priority. How would you set the SLA in the bP? I do actually have a quartley review next week so maybe worth discussing improvement to BP's here . @Martyn Houghton thanks for that Martyn I will try running that and see what I get back.

also these are all incidents that use the same BP and the BP does have a start and stop resolve timer as part of the workflow. not sure how i get an actual list of these calls with no service level target set to see if there is anything obvious that is wrong?

@Steven Boardman brilliant thanks for all your help.

@Steven Boardman Actually steve are you able to answer the following. I have updated my BP to remove calls from the breached SLA board so thats all good. However I was asked a while ago - we use a number of other boards for undertaking site visits - as we are up in Northumberland we have quite a large geographical area to cover so we have boards that cover different areas within the county - if a call needs a site visit it gets added to the relevant board. The query was when those calls are closed can they automatically be removed from the board they are on? Obviously from your example above it can but that is specifying a particular board. As the call could be on any board is there a generic automatic task that will just remove the call from any board it is a memeber of? Can you leave the board name as Auto so it would remove from any board it is on? lee

@Steven Boardman Thanks Steve good to know anyway

@Steven Boardman thanks steve. I had actually checked the sla's as i thought it was in there but couldn't find that bit (it is buried away slightly) Yes I will update the BPM to do a delete from board. If I delete the list called Breached which has 700+ on it and recreated it so it is blank do you think the current escalation actions will continue to work by adding calls to the List called Breached (if it has been deleted and recreated with the same name)?

Hi, i hope someone can point me in the right direction. When we went live a year ago I setup some SLA breach boards. When incidents hit these levels of breach they are automatically added to the board and then automatically moved along the lists. However I cannot for the life of me remember how and where I configured this? I have checked the BPM and it doesn't appear to be configured here. Any ideas anyone? Below is also the timeline of the call being moved on the breach list as part of the calls timeline. Maybe the breach board was a system board already setup? I can't remember? Also as part of this the breached list has over 700 calls on it most of which are closed 1. Is there a way to deleted all the closed ones from the list in bulk? trying to delete nearly 700 individually will take forever. 2. is there a way to automatically delete a call from the list when it is closed?

i am just trying to gather info for call volumes for last year within SLA etc. Any idea what the service level target not set will be typically? What would these calls be for or why would the SLA not be set? 1380 seems quite a lot see below