HHH

Thanks @Steven Boardman

I'll rephrase the question How do you disable AI Assist. We work with external customers in 11 languages and need to make a controlled testing before allowing

Maybe a stupid question, but how do you enable AI assist.

@Steve Giller Do you know if these work the same way with modifiers that email templates do to make it neater? So instead of {{.h_firstname|empty}} I'd use We have restarted the service &[functions.pcf("form1","field_2"|empty)]&[functions.pcf("form1","field_3"|empty)].

@VictorNot the answer I was hoping for, but thanks.

I have an IC form where if field1 has value A then field2 is displayed and if field1 has value B then field3 is displayed so the user can fill them. Normal text fields so nothing strange there. What I want to do in the Business process is to send the content of field2 or field3, depending on which has a value, to MS Teams. The current text in the Workflow that is sent to Teams is something like: We have restarted the service &[functions.pcf("form1","field_2")]. How do I get this to send different texts depending on which field in the IC has a value?

@R HicksThere appears to be spaces in the URL. Enclose it in quotes

+1 for us as well

@Victor More of an "On demand" work, they have other tasks but are assigned tickets now and then but not often enough to be logged into Service Manager all the time

It would be a nice feature to be able to set/activate email notifications if someone mentions me using @ We have several analysts who don't work full time in Hornbill and it would really save them a lot of work if they don't need to access Hornbill again and again just to check notifications (Some of the staff currently use the phone app to get notifications as a workaround but they prefer emails)

We have a need for this as well (change customer) since we support external contacts and there are at least two use cases which cause us a lot of work. 1. A contact changes organisation, the organisations are not connected and all the contact's requests need to be transferred to a colleague in the "old" organisation. We do this manually one request at a time for the time being which is very time consuming. 2. Several organisations are merged and all the contacts in the merging organisations are moved to the merged one. Same thing here but with multiple users and organisations since when they are part of the new organisation, the contact cannot see requests raised by them in the old one (which is as it should be since the two organisations might not be related).

@Adith Raised before "saturday" AND raised after "thursday"

@chriscorcoran From experience I found that AND takes preference over OR so A OR B AND C would be interpreted as A OR (B AND C) so if you want (A OR B ) AND C you need to use parenthesis

I re-saved the template to get around this

I re-saved the activity template and it worked again. Not ideal if you have many, but at least a workaround

For major incidents affecting many customers we use a process of creating a master ticket and linking all incoming tickets to that so all can be updated and resolved simultaneously. But. Its a lot of work going into dozens of tickets individually and linking those. We would like to have the ability to do this from the request list. 1. Mark check boxes 2. Click the cogs icon 3. Have functionality for linking all marked requests to a single request there (or even raising a new linked request)

@Jack_Podmore We added a checkbox custom field to the customer and had the business process check if this box is checked and if so put up a notice on the ticket. It doesn't work retroactively on old tickets though but that is at least in our case not any problem

+1 for being able to change status (or if the requests are of the same type, of sub-status) from request list

+1, this would help us a lot

just add an "AND 1=2" clause to the rules

@Dave LongleyWe had a similar issue with Jira and solved(-ish) it by getting the emails sent out by Jira and using the routing rules to catch emails where the Jira status had been set to "done" and applying those to the ticket, then having the BPM take it off hold on an update. I don't know how to connect this to an Autotask though, but maybe you have some ideas

@Berto2002No we don't use a custom button since in our case where we use this process is very static and clearly defined. We also set the analyst as customer in the linked ticket since in this case it's a matter of what the other department needs to do for "me" so I can fulfil the requests of my customer. That way my original customer's portal won't get cluttered.

An alternative solution that we are currently testing is to have the BPM create a linked ticket and then adding a "wait for linked requests completion node" in the original BPM. Then Team B has their own ticket to work with. I suspect this can be done in parallell too if there are also a Team C and D involved but we don't have anything like that yet.

In the request list, what triggers the column "last updated" to get a timestamp?

Another +1 from us, this would help immensely to filter drop downs and get the correct data