Smurfy

Thanks Martyn you are a star. I had the two set up and linked and rules on but my rules were only on the specific SLA groups. The bit I missed was the rules in the service itself. Thanks

Hi We have 3 standard SLAs which are P1, P2 and P3. I have applied rules so it the priority is changed then the P1, 2 and 3 do. This works well and is based on or "working time calendar" 9-5 Mon to Fri etc. I have been asked to have a "critical SLA" which is based on a 24/7, 7 day a week calendar. I can create this as a separate SLA but if we up the priority of the call to Critical it of course wont apply the right SLA because it seems it cant jump from one SLA group to another - unless it was set up incorrectly Can anyone help me achieve what I have been asked?

Thanks Steve Yes a lot of work but an option for sure. My PCF form asking those questions had 44 lines I'll will start a build though and see how I get on. I think once I am in the flow I could get it don't quite quickly.

Hi @Steve Giller This is my PCF pick list. This is the results by mapping the PCF answers in a update details node This is the questions that get added to the job in the question section Hopefully you can see what I mean by gaps in the details on the job. The questions would be fine as that ignores blank selections. But our procurement don’t want to flick pages. They want the results in one list and want to be able to copy and paste some of the information on to other applications. if I’m missing something and there is another way to achieve a similar output to the question section I would be grateful. Thanks

Yes conditional fields. Yes I can update the details in an update details node but if they don't select something they don't want it returns a blank line. Its very hard to explain. I showed Samrai a while back. I'll see if I cant get my company to allow me to upload images so I can give you a screenshot.

I also would like something to help with this. It looks like I am trying to do something similar to @Jeremy with a procurement process. And I too have the same issue with gaps. The only way I can see to do it is to ask our procurement team to look at the question section which is ok but it frustrates them to have to click the next page. I would like to ideally be able to do something like ignore a PCF answer in my description field when, mapped in the process, if the PCF question was not set (so where I have a dependency on the question before - so the bit where you display the next question if it meets a specific result of another otherwise it doesn't ask it) or be able to dump the questions into the description as they do seem to ignore if a question is not asked Or failing that being possible, could the question section have an option that you can set for it to grow with the questions so you don't get multiple pages and for you to be able to copy and paste them? (They copy and paste the shipping addresses given)

Hi I came across this which I thought would be useful Hornbill Role Finder - Hornbill I have tried running it on PowerShell as an admin but I get an error - one of the lines reads "An attempt was made to access a socket in a way forbidden by its access permissions. panic: runtime error: invalid memory address or nil pointer dereference" Then it seems to run with about 10 lines of text and in that mentions /Users/steveg/go/src/github.com/hornbill/goHornbillRoleFinder/main.go:45 +0x35b But I get nothing like the screenshot in the documentation. Am I doing something wrong? The parameters I have set up as the documentation describes - my log in and password and instance etc. Could be our firewalls of course The documentation seems to refer to it as rigfhtfinder when the exe is rolefinder. I cant find anything on the forums on the searches I can think of doing - sorry if I've missed an previous posts.

Thanks @James Ainsworth I have tried with our full users and they don't seem to get the notification. Their personal notification settings are set correctly I must have something else switched off. Im only wanting full users (client) to get a hornbill notification. Ill have a dig around - at least now I know what I was expecting to happen should happen

Yes it was my thinking but as @Berto2002 has said is maybe a better idea. We don't use multiple teams in our organisation so I'm not 100% sure how the multiple teams are used.

Our engineers are only in one team so this works fine for us. But I can see if they weren’t this could be an issue. It’s a shame you can’t set a “default” team for uses like this scenario.

Sorry Victor yes I understand what the @ does as a general rule across socia media and other products like Microsoft. What I’m trying to say very badly (sorry) is if I @ someone in an update in service manager it doesn’t notify them. Should it notify them? If so how? And as it doesn’t seem to on our instance then maybe I need to turn something on in the settings?

Hi When I put an update on a ticket using the action button I am able to put an @ followed by a user or ICT member. Can anyone help me with what that does please? I cant see that it messages the person I @'ed - should it? Do I need to turn something on?

Hi I cant upload images as our firewall blocks it - I'm working on that. In the meantime I have tried copy an paste below. So I user one node. It was the assign to owner (variable) and then added manually &[global["session"]["userId"]] in the owner box Application Service Manager Scope Entity Entity Request Type Assignment Task Assign to Owner (variable) Result Reference Options Request Id Auto Team Auto Owner Variable Manual &[global["session"]["userId"]] System Timeline Update Ignore Manual Timeline Update Manual Visibility Ignore Output Params / Context Reference outcome

Hi I have put an organisation node in after a customer search one. What I want to achieve is to grab the users department. When I run this I get the following "Organization name not set" I am not sure if perhaps we have something wrong where we have imported our data? Where would I look to see what organisation name should be against me? I think if I know where it is picking the organisation name from then I will be able to track back as to what we may have wrong.

I love this idea @Berto2002 and will follow with interest (I'll look for your other post)

Thanks @TrevorKillick

Hi I know you are discussing the node error which is something different (I've had it before on occasion) but for the node configuration I used the type as "Assignment" and the task as "assign to owner (variable)" that way I didn't need the team. Not sure this that helps? Our firewall wont let me upload an image

Works perfectly. Thank you

Thanks @James Ainsworth I shall give it a go

Thanks Trevor

Hi @TrevorKillick Can you let me know what list the customers names are from please? Is it our technical contacts? Thanks Laura

Hi @will.good This is similar to what I asked. I was doing a different auto task but I too would like to be able to select the source user

Thanks Steve. Sorry I'm having a real dim day today. What would this mean "If the request is raised from a Post"

In the details section there is an entry called "image" It links to here primaryEntityData.record.h_image Its always blank on ours so guessing we have nothing in that table entry. I'd like to understand what its purpose is and how maybe I can utilise it to our advantage. Thanks

This would be useful to us too. +1