Smurfy

Ok so sorted my test user so now I see tickets in the request list. I have given my test user in-app reporting (seems I need that for the "reports" section to appear on the left hand panel) I have also given it reporting user. The reports we have are the ones out of the box. I've picked various ones but none of them work with my test user but do with my admin user. So when I select one, lets say open calls by source, I get the greyish box appear with and arrow (just like if I do with my admin user) but when I hit the arrow to run it its says in the middle "no data to display" and the bottom says "no data available." My test user is a manually created user so I access it via the direct log in. It didn't before but it does now have our organisation name as the home organisation like all other accounts. I have also made it a member of the Service desk team (in case I needed to be a team member) Before when I couldn't even get the tickets to show in the request list 2 and 3 above were not done.

Thanks Steve. I can see results on my admin account from the same report, however, I think I may not set up my test user up correctly as I cant actually see any tickets in the requests lists either. I'll come back to you when I've reconfigured my test user.

Hi @TrevorKillick I know this is an old post but I am looking for this too. I tried the reporting user but when you run a report there is no data returned. I am missing something?

Hi @James Ainsworth yes I have tried this. They just don't read things.

Thanks Ehsan You make some really valid points which I hadn't considered. Thanks for looking at this.

I am trying to have two external authorisation nodes running in parallel but I want the whole process to move on if just one of the two nodes gets a response. I've tried parallel processing node but that works on the basis of an AND gate rather than an OR gate. So what I am attempting to do is to have 2 separate external authorisers via separate emails and to move on when just one says yes or no. I was hoping maybe I could force one to expire when the other has had a response but I cant seem to be able to do that either. Can anyone help me.

When BPM fails (shows as failed in the executed processes section) is there a way for it to notify anyone? I look in there periodically but it would be nice for it to ping me something to says there's a failure. Email or hornbill notification. Thanks Laura

Sorry Ehsan I think I have not explained it very well. The users can currently update a ticket from the employee portal. I would like an option to chase from there too. So the users get two options on the ticket. Update this call or chase this call. I want to see on a ticket what are chases and what are updates. Laura

Thanks Ehsan When we report on our open tickets on hold we are finding some that have no request category (its our analysts forgetting) Being able to lock the on hold function (as I have done with assign and resolve) it will "remind" our analysts to put in a category. Laura

+1

I want to make some security only categories but I dont want them used by the rest of ICT. Is there a way to create categories only seen for certain users? Or better still (as I will be adding the category within a spefic process) to hide categorys from all users but available for me to select using a node to auto catergise. Thanks Laura

+1

Hi all I just wondered if there were any thoughts on this? Laura

Hi @Steven Boardman Sorry but could I also request they look at being able to copy attachments too please. Thanks Laura

Thanks @Steven Boardman

Thanks Steven So what I have done is create a button to relog an Incident as a Service request and vice versa. This is when a user has logged it as the wrong type and it comes in via self-service. It cancels the old job off and copy's everything to a new one making reference to the old and of course linking the two. It then emails the user so they know the old has been closed and what the new one is. Using the new feature your team have recently added means I can display the right button depending on job type and just to our service desk. So Incidents will see a button "relog as service request" and Service requests will see "relog as incident" I'm really pleased with it but not being able to transfer the assets is affecting my perfectionist ocd personality

I have in an auto task to take details of a call and "log new request" with pulling most of the detail over, it works great. But the only bit missing is the assets that were linked. Is there a way I transfer them onto the new call? I tried all sorts with a node getting the asset Info from the old call and then a node adding assets to the new but I think what I need as a "link asset" option? I'm thinking the add asset is not the same. I would be grateful for any help

+1

That's done it - fixed. Thanks @Ehsan

This is still an issue for us

This is affecting us too

+1 - that is a great idea

+1

Hi Lee I achieved this by hiding the sites in the node. I cant upload images to show but in the site node say Yes to hide the ones you don't want. Hide Customer's Site Yes Hide Company Sites Yes Hide Asset Sites Yes Hide All Sites No Hide All Sites in Portals (if all No

Hi Team Could this be put in as an enhancement please? Thanks Laura