[Team email notifications]

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

[Wanting to hide auto task buttons from individuals or roles]

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

[Wanting to hide auto task buttons from individuals or roles]

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

[Wanting to hide auto task buttons from individuals or roles]

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

[Wanting to hide auto task buttons from individuals or roles]

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.

[Struggling with Library's and linking]

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.
 

[Struggling with Library's and linking]

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

Laura

[Struggling with Library's and linking]

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.

[Can Analysts names be hidden from the timeline?]

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.

 

[Is there a way to remove categories on the search bar]

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

Laura

[Is there a way to remove categories on the search bar]

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

[Shopping basket requirement]

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

 

[Request for a mandatory closure category from the request list]

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

[Request for a mandatory closure category from the request list]

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?

[Request for a mandatory closure category 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

[Auto-task to automatically accept a ticket]

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?

 

[Switching from one BPM to another]

Thanks James. I will find a workaround.

[Switching from one BPM to another]

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"

[Progressive Capture switch - not switching BPM]

This is working now  :)

[Progressive Capture switch - not switching BPM]

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

[Progressive Capture switch - not switching BPM]

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"