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HHH

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Everything posted by HHH

  1. HHH
    I found an issue when trying to link two tickets. How to reproduce: Request A is one owned by someone in my team. Request B is one raised by me in a service which I do not support but by raising it as an analyst I become a member of request B. Since request B needs to be resolved before I can continue with request A I want to link them. So from request A I go to the link icon in the request and search for request B. Since I'm not part of the supporting team for request B it's filtered out in the search but, since I'm a member of that specific request, I think I should be able to find it and be able to link it to request A and not being able to feels wrong. I submitted this to the support portal but was told it's by design so I'll submit it here as an enhancement instead.
  2. HHH
    I'm trying to set up an auto task to take ownership of a ticket but cannot find a variable for "current user" is there one that can be invoked by the BPM engine?
  3. HHH
    @James Ainsworth I have been looking at Log Requests BPM Operations but does it automatically become linked to the original request or how do I go about that?
  4. HHH
    Is it possible to get a drop down list of countries and languages to use in the progressive capture? The reason is that I want to match it to the organisation country and language fields and since these are drop down fields in the organisations management, I want a direct match so I can automate the creation using a BPM.
  5. HHH
    @James Ainsworth I cannot find where to create a new linked request, only update or resolve already linked ones. Can you point me in the right direction please?
  6. HHH
    I suggest making this an instance setting since for us 1k would probably be an OK setting
  7. HHH
    Has there been any updates on this @James Ainsworth?
  8. HHH
    +1 since I just ran into some issues that linking by BPM would solve
  9. HHH
    In practice what I'm looking for is to publish/retire a bulletin with a custom button and an auto task
  10. HHH
    @Martyn Houghton I interpret your comment as that you are not aware of any way this can be done either
  11. HHH
    Is there any way to either add a bulletin to a service through the BPM or change the status of a bulletin for example from draft to published?
  12. HHH
    +1 for the OR operator since now I've added a bunch of identical buttons each for its own service
  13. HHH
    Interesting, please add us as well
  14. HHH
    +1 from us since we also support external organisations and having an organisation filter in the search would help immensely
  15. HHH
    Any update on this @James Ainsworth @Steven Boardman?
  16. HHH
    +1, with over 7000 external subscribers it would be nice to not have to worry about the archived ones
  17. HHH
    I like the idea of double clicking. +1 from us
  18. HHH
    Good idea, we are beginning to have the same issue for some of our teams
  19. HHH
    +1
  20. HHH
    @Martyn Houghton That would handle insertion into a notice but my original post is to be able to retreive the information from the Organisation's or Contact's notes fields in get customer information node
  21. HHH
    And +1
  22. HHH
    @AlexRutter If you have access to the Admin module and database direct, you can run the following query, just change THE-NAME-OF-THE-DRAFT-TEMPLATE-GOES-HERE to whatever your template is called: SELECT h_title FROM h_bpm_processes where h_application = 'com.hornbill.servicemanager' and h_active = 1 and h_xml like '%<parameter><param>emailTemplate</param><action>set</action><value>THE-NAME-OF-THE-DRAFT-TEMPLATE-GOES-HERE</value></parameter>%' Or, if all draft templates are named something with "draft" you can use the below although this makes it a lot slower SELECT h_title FROM h_bpm_processes where h_application = 'com.hornbill.servicemanager' and h_active = 1 and h_xml like '%<parameter><param>emailTemplate</param><action>set</action><value>%draft%</value></parameter>%' This will provide you a list of BPM's.
  23. HHH
    +1
  24. HHH
    Update: The workaround of adding the outgoing node before the second incoming node runs as expected. I hope Hornbill can provide some kind of rationale behind the decision. We'll start by running this on one of the smaller services just in case there are some bugs
  25. HHH
    Would it be possible so the BPM node Get Request Information / Customer Details and Organisation Details can retrieve information from the Notes fields. That way we could use that information to post a notice if for example a customer has a disability or if there is important information on the organisation. Of course we can hide notes and add a custom field that's called notes and then get that info but we already have a lot of info in the notes fields so it would be a lot of extra work.
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