[Custom fields still missing from email template emails]

@Victor

hi victor yes.

example Ch00006265 - using email template email_cabmembers_emergency_change

CH00006299 - using email template email_Teamleaders_Normal_change

Both are change requests but one email is generated during the BP when an emergency change is logged. The other is generated during BP if a normal change is logged.

BP process is "RFC"

[Custom fields still missing from email template emails]

Hi,

We still seem to have an issue where emails are being sent from an email template which uses the custom field variable to populate the email

and the data is not being populated.

 

I know the last update was meant to fix this and I thought it had as the couple of forms I checked seemed to be working. But have just found this one not working still?

 

any ideas

 

thanks lee

[Desktop notifications query]

@Daniel Dekel

 

ah that makes sense, especially not having the windows as main focus.

 

thanks a lot.

 

lee

[Desktop notifications query]

Hi,

 

After reading another post yesterday it was mentioned about desktop notifications for activities. i thought this was a good idea as a lot of our analysts still miss the activities assigned to them as they do not appear in their main call queue. 

 

i turned on Desktop notifications for  Task assignment and reminders which seems to work ok for me, 

However i have turned these on for another 2 staff as a test and they do not seem to get any notifications.

 

Any idea where or what else may prevent these showing. Is there a common windows 7 desktop setting which may be preventing these showing? or is it a browser setting?

 

we are using chrome browser

 

thanks

 

lee

[failed BPM error]

@Victor

 

by changing the email template it has started working.

 

I have changed it back and it is still working?  very strange - i had checked to ensure there were no extra spaces at the end of the email template definition which there were not.

 

So very strange?

But all working now anyway.

 

thanks

 

lee

[failed BPM error]

@m.vandun

 

Hi, no the field is definitely being completed as I am filing in the form from the users point of view as part of me testing it to try and fix.

[failed BPM error]

Hi @alextumber

 

Yes I have checked the email template to make sure it was still there and hadn't changed. So this looks ok also?

 

I haven't tried changing it to a different template yet though.

[failed BPM error]

Hi,

 

Just wondering if anyone can shed any light on the following error. One of our forms always fails when the BPM kicks in with the below error. As such I have copied another form that is working and just changed some of the titles - but it still fails.

 

i cannot see anything that is wrong and the form appears to be the same as all the other?

 

thanks

 

lee

[Known errors and workarounds icon?]

@Mohamed

 

yes most useful. Thanks a lot.

 

That now makes sense - i just couldn't get where it was getting the workaround information from...but had totally forgotten that this info was input when logging the call.

 

So yes makes sense now.

brilliant thanks

 

lee

[Known errors and workarounds icon?]

Hi ,

Just wanted to clarify the difference between problems and Known errors in terms of functionality available.

I have setup the problem workflow and can log a problem and have the Icon for "workaround" and "Publish" this works ok.

however when trying to setup a similar process for known errors when I have logged a test call there is no icon for "workaround". the publish icon is available as screenshot shows. But when I tried entering a title and selected include workaround it was available in the portal fine and it had added a workaround -however I cannot see where from or what workaround it had added as I had not specified one in relation to this call

So I am a little confused as to where it has gotten this workaround from and if the workaround icon should be available in the first place.

*note I raised the know issue as a fresh call - i did not raise this as a new call as a link from a problem call - -will this make a difference?

 

thanks

lee

[Process for dealing with problems and Known errors]

@Ehsan

 

thanks for that, that is great.

 

I agree a great feature would be when an analyst is logging a call against a particular service it shows FAQ's, problems, know errors and workarounds while they are logging the call as a prompt and reminder that these exist.

If you have issues that go on for a long period it is easy to forget about them if you are not directly involved - which most analysts logging calls won't be.

 

So I would say that is a very beneficial feature and would recommend adding this to future improvements.

[BP error on decision?]

@Ehsan @Victor @DeadMeatGF

 

hi,

 

thanks I have sorted it now. It was the assign to variable it didn't seem to like, i have changed that now and it is working ok

[BP error on decision?]

@Ehsan

 

i do have a task list on it as well.

 

unless it is the assign to being the issue?

[BP error on decision?]

@Ehsan

 

hi here you go - ah so something wrong with the task?

 

i

[BP error on decision?]

Hi,

 

I am struggling to get this working. As far as I can tell it is configured correctly any ideas?

The human activity is created fine called Is a workaround available - outcome is Yes or No.

If selecting No the BP processes fine.

If selecting Yes it always fails with the error shown below.

 

The outcomes for the decision are correct and set to No and Yes repectively

 

thanks

 

lee

 

[Print icon does not work on some calls?]

@Victor

 

ok thanks victor

[Print icon does not work on some calls?]

@Martyn Houghton

 

Ah right ok. These are not calls that have been imported though just normal calls we have raised?

[Print icon does not work on some calls?]

Hi,

is this a known issues by any chance or has anyone experienced it?

Basically some calls when selecting the print icon does not do anything for all analysts, but other calls it works fine on?

Any ideas

 

thanks

lee

[Process for dealing with problems and Known errors]

Hi,

just wondering how anyone deals with problems and know errors from a perspective of logging a problem, adding a workaround then raising a know error off the back of this?

I am hoping to implement problem management in a more formalised way. 

I can see how to add workarounds and publish these as know errors to the portal for users to have a view of.

My queries are
1. How do you make known errors or workarounds easily accessible for the analyst. In terms of searching for all known errors or workarounds quickly? 
Obviously they can search known errors globally but would they then have to read through all know errors that are logged to try and match to the call they are dealing with?
One thought I had was to create a document\s in the document manager and tag each known error document which we could create so they can search for them easily?
Is there a better way?

2. Where do people assign their problems and known errors? Do you just assign the call to the team assigned to investigate it which would maybe make sense for problems.
wasn't sure on the best method to deal with logging known errors?
create a new team called known errors and assign all calls to this as a way to keep them all grouped together?

any thoughts would be useful

many thanks

lee
 

[Permissions to access all activities?]

@Ehsan

 

thanks will do,

 

makes sense was just checking

 

ta

 

lee

[Permissions to access all activities?]

@Ehsan

 

actually  just checking before I change this but if I change owner to myself - it won't stop anyone who is a member of the team the request and activity is currently in assigning it to another team will it?

[Permissions to access all activities?]

@Ehsan

 

ok thanks..was never really sure about changing this  - but at least I can add myself so I can manage them

[Permissions to access all activities?]

@Ehsan

 

Hi yes the activity is created via a business process, once the request has been approved the activity is generated and then assigned to the relevant team. As mentioned sometimes the analyst may assign it to the wrong team at which point I have to add myself to that team to allow me to move again.

 

So currently the owner is set to system administrator. So if I change this to myself it shouldn't affect anything I assume?  But it will then give me permission to access any activity?

 

Would there be any other way to achieve this to allow multiple people to be able to access any activity to be able to move them? can a group or role be added?

 

thanks

 

lee

[Permissions to access all activities?]

Hi,

Is there any role that will allow access to any activity?

The problem we have is a select few of us need to have more admin access to manage the queues, activities etc.

I pretty much have every role except Super User as was initially advised not to assign this role to myself.

 

The issue is if an activity is assigned to a team we have no way to access or move that activity (for example if it is assigned to the wrong team). So what I have to do is add myself as a member of the team it is assigned too to move the activity to the required team then go back in and remove myself from the team again once i have moved it.

 

thanks

 

lee

[How to publish documents via service portal]

@trevorharris

 

Thanks trevor that is great and has done the trick.

I never thought of sharing it with a role which all users are a member of.