[SLA's using 2 different calendars]

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

[SLA's using 2 different calendars]

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?

 

[Outputting Questions]

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.

 

[Outputting Questions]

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 

[Outputting Questions]

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.

[Outputting Questions]

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)

 

 

[Role Finder]

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.

[Placing an update on a ticket]

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  

 

[Auto-task to automatically accept a ticket]

8 hours ago, James Ainsworth said:

Hi @Smurfy

When you say "default team" is this referring to an analyst having a primary or default team set against them as an individual whey they belong to more than one team? 

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.

 

[Auto-task to automatically accept a ticket]

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.

[Placing an update on a ticket]

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?

[Placing an update on a ticket]

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?

 

[Auto-task to automatically accept a ticket]

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

[Help with the organisation node]

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.

[Enhancement: Oh dear, too many custom buttons and you lose the Summary and RequestID]

2 hours ago, Berto2002 said:

@James Ainsworth. We are starting to use them more but the buttons need to proliferate because we cannot input variables for them. For example, we need a button to assign assets to stock, another button to assign to the customer of the ticket, another to the owner, etc. And so I fear running out of space at the top! Whereas if we could have one button to assign ownership and select the variable it would be better. I've raised another thread where I suggest we need to be able to have user input/variables for autotasks.

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

[New Feature Roadmap]

Thanks @TrevorKillick

[Autotask Assign to Current User]

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 

[Auto-task to automatically accept a ticket]

Works perfectly. Thank you 

[Auto-task to automatically accept a ticket]

Thanks @James Ainsworth  I shall give it a go

 

[New Feature Roadmap]

Thanks Trevor 

[New Feature Roadmap]

Hi @TrevorKillick

Can you let me know what list the customers names are from please? Is it our technical contacts?

 

Thanks

Laura

[Autotask Assign to Current User]

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
 

 

[Can anyone help me with what the "image" section is in the details of a ticket please]

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

[Can anyone help me with what the "image" section is in the details of a ticket please]

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

[Activities in requests - can they be collapsed?]

This would be useful to us too. +1