Smurfy

Hi I have some teams who want to be emailed when a job is assigned to their team and some teams who don't. I have found the settings to turn notifications on for assignment but this seems to be a all or nothing. Is there a way I can bespoke this for individual teams? If not can it be added as an enchantment please. Thanks Laura

Thanks Trevor It is really important for us to be able to do this.

Tried it and I dont think that works either. Thanks for you reply Adrian.

Is that not the team its assigned to rather than the team who's looking at the ticket?

I have a chase button and a create master which I would ideally like only available to our Service Desk. I dont belive this is possible now but making it so would give a lot more functionality for me.

Thanks @Ehsan It is set as visible to customer. My library is shared with docmanager portal I want them to appear on the users view of the ticket.

Thanks Martyn Just tried that but still cant see the linked document. Laura

Hi All In the action bar on a ticket I can link a document in a library. It links and shows on the analyst view. On the users portal view in the time line it just says Document Linked: Recovery of Files But nothing to click on. Am I missing something? My library is shared with docmanager portal and basic user. All users have document manager portal The document has been published Perhaps I am expecting something that shouldn't be there? All help would be gratefully received.

Some of our Analysts would like to stay anonymous to save being called directly. I have looked on the wiki and settings but cant seem to find anything.

Thank you Daniel that would be great. Look forward to the update Laura

So when you search for something from the bar there are a few categorys All - Service - FAQ - Service Request - Known Issue - My Requests Is there a way to remove / hide some of these? I want to hide "Service" and "Service request" I have found when serching for an FAQ, for example "password", it brings the FAQs but also the process with that word in. I dont want people to use that route to access process and also I want to keep the search tidy and easy to use. Is there a way? Thanks

Hi there I would like to be able to create a shopping basket for our hardware requests, I think this was mentioned by someone else before (see below) but I cant find any other requests or solutions Is this something on the road map at all? Thanks

Yeah that's what worry's me with our engineers

Thanks Frank I just had a look and both of those are set to on. The closure is forced when someone closes within a ticket but not if the close it directly from the request list?

Hi Team We want to force the use of a closure category and whilst that is possible when closing a ticket when its open its not if you close it from the request list. We will be relying on using a mix of both request and close category's so it is essential for us to force this to alleviate human error. Hope this can go on your list. Thanks

So I have been requested to find a way where on an open ticket an engineer can click a button and it auto assigns the ticket to them. I cant seem to find a way to pick up the "actioners" "log in id" so I can transpose it to them as the owner. Am I going about this all wrong?

Thanks James. I will find a workaround.

I can now switch to different BPMs and that all works great. Its opened so many doors as to the way I can route people - Thanks for getting that fixed. I do, however, have another issue which may not be possible - I want to start an incident service and then in there if the user say yes to a password reset I want it to switch to the password reset BPM. Issue of course comes that the first BPM that is running and an incident (in the service) and then I am switching across to a service request within the same service. It switches as it runs the Service request capture but then errors with a mismatch mentioning that its an incident (see below) So it seems it cant close an incident BPM and spawn a service Request BPM? Am I right in concluding that please? And if so is there a way round that at all? "Xmlmc method invocation failed for BPM invocation node 'stage-3e1cb40e/flowcode-7e4b7423': 0207 apps updateReqService /apps/com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqService.js(100): error X1001: Uncaught RequestTypeMismatch: the catalog 'Password reset' cannot be applied to a request of type 'Incident' Execute /apps/com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqService.js 100 12 Uncaught RequestTypeMismatch: the catalog 'Password reset' cannot be applied to a request of type 'Incident' 1001"

This is working now :)

Thanks Victor. Will you put an update on here when they've fixed it?

Hello. I read this with interest as I have the exact same issue. Fires the new process fine but the old process (very similar to the above design) shows a failed at end process if I look in the "Managed executed processes"