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Rachel Crisp

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Posts posted by Rachel Crisp

    Change Request using Service Portal

    in Service Manager

    Posted

    Morning @Ehsan,

    I have checked all of this and everything looks fine but neither of these Automated Tasks are working. I also have another Automated task set up to assign the call to our 'First Line' Team and that is not working either.

    Could I request that someone takes a look at this for me please?

    I have just added a test call - CH00000450

    Is there a log file or something that I could check to see what is going on?

    Thanks

    Rachel

    Change Request using Service Portal

    in Service Manager

    Posted

    Hi @Ehsan,

    I have done that now and it is working. Thank you.

    On the same Catalog item, I am trying to set the Summary field to the answer of question1 in the Progressive Capture and this doesn't work.

    Can you see where I am going wrong please?

    SummaryProblem.docx

    Also, the Notification email doesn't work either but I have set that up the same as others that are working.

    eMailProblem.docx

    Thanks in advance for any help you can offer.

     

    Change Request using Service Portal

    in Service Manager

    Posted

    I have created a Catalog Item for a Change Request on the Service Portal.

    Users can log a call using this Catalog but once the call has been logged it displays the Call number and underneath this it shows the message "You do not have permission to view this request".

    The next time the User logs into the Portal they cannot see this Change Request.

    Do I need to change something within Hornbill configuration to make this possible?

    Thanks

    Viewing Closed calls

    in Service Manager

    Posted

    SR00000230

    I have found it now by creating a view for AllCalls (every Status and every Team).

    I'm confused though because when I just found it, the call has a Status of Closed so it should show in the first view I created earlier??

    I'm concerned because we are hoping to Go Live next week and at this stage I don't need confusion ha ha.

    Viewing Closed calls

    in Service Manager

    Posted

    Didn't realise you could do this - thank you!!

    I can now see lots of closed calls, but still not the one I am looking for.  I am testing and I know I have put a call on the portal this morning, that has been closed but I can't find it. Are there any log files I can check to see what has gone wrong?

    Thanks

    Viewing Closed calls

    in Service Manager

    Posted

    As a 'User' in Hornbill I will need to view all closed calls but I can only see ones that I have closed or that a colleague in the same Team has closed.

    When viewing the Request List I have selected 'All My Services' and 'Closed Calls' but I can't see calls closed by the analysts in other teams.

    Is this possible please?

    Thanks

    Rach

    Pre Populate Field with standard text

    in Document Manager

    Posted

    Hi,

    Is there a way to populate the 'Description' and 'Summary fields with standard text so that the User doesn't have to key them in?

    We have a service on the Portal with a Customised form that asks all the relevant questions, so I want to set these 2 fields with meaningful text, just for this service.

    Thanks

     

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