HHH

Hi I have a BPM using the service name variable in a branch but a recent rebranding of a product which had us change the name of the service crashed the BPM until flow was fixed. It was then decided we use serviceID in BPM's instead, just in case it happens again. However I cannot find this parameter in the in the Flowcode when getting info from the node "Get Request Information -> Service details" which I find odd. Any ideas?

Hi Can anyone point me in the direction of handling which columns are displayed in the customer portal. I would like to remove sub-status from being displayed.

Today is a day for celebration!

@Ehsan Do you know if this will include ordering of CI's so not all Incidents or SR are grouped together but you can have the most common ones on top?

@James Ainsworth Do you know if there are any plans to allow integrations to create a customer organisation in the same way? Also to be able to give portal access to the newly created customer?

That sure looks like it. I'll test creating a BPM including this.

On question 3: We use Assign to Owner (Variable) and the set Owner as &[global["flowcode"]["createdBy"]] letting team be automatic. This is because some of our analysts are in multiple teams

@James Ainsworth Any updates on this?

Hi Is there a role that is workspace administrator. I tried to change ownership of a workspace currently owned by an analyst and was not able to when logged in as admin. Luckily the analyst was still available and could transfer ownership. Logically admin should be able to, is there a role missing or is this something that can be added to the System Admin user? Question 2 on the subject. What happens if an analyst is retired or deleted while owner of a workspace, will it the be inaccessible?

Any info on this?

We worked around this with a label in the step before but it feels very clumsy and not very user friendly so this is an important thing for us

After updating to build 1330 if I use a snippet that has the variable {{customerFirstName}} or {{customerLastName}} it no longer fetches the value for those into the email. So if I have a snippet that uses Dear {{customerFirstName}}, it just says Dear No name is inserted

+1 for me. Not as participant but I'd definitely listen to it.

Hi If an incident occurs which has several organisations that are impacted only the customer, or if organisation view is enabled, those in the customer's organisation, can see the ticket in the customer portal. It would save a lot of administration and work to be able to create one ticket, add all impacted customers to this and allow all connected to view the ticket and timeline updates where visibility is set to "Connected", which would be a new visibility setting.

@Martyn Houghton We started using snippets as "parts of the email" So we open our corporate template and insert whatever snippet we want as part of that email. We can then use multiple snippets in the same email. Works fine until snippet formatting becomes available.

Gotta love you guys! Thanks a lot.

If I try to apply an email to an existing request and use something like I*333 to search for the incident, then it finds the correct one but tells me that I don't have permission to update the ticket. If I enter the full incident ID then I can select the incident and add the email successfully. See attached screenshots.

When setting a service to impacted or unavailable it would be nice tho have for example a checkbox that says "Notify subscribers via email" which, when ticked and the service status is changed, sends an email to all subscribers of that service with the contents of the text in the status fields.

Something similar is discussed in this thread:

@Victor This did it although I'm uncertain which of the OR clauses is the correct one.

@Victor I found the cause of the continued no gotoif. The Get Request Information - Request Details introduced a new error. I can no longer check for expired in the Decision node since there is a node between the "wait for status change" and the decision. So I get the error immediately when hitting the decision. (Hope this is understandable and sorry for taking so much of your time)

Yes, but question is valid

@VictorAdded a "Get Request Information - Request Details" node where you recommended but still "No matching gotoIf found..." I tried both status=status.open and status contains open. Any ideas what I'm missing

@VictorHow are sub-statuses treated with regards to this? Is only parent status checked since that's what's in the h_itsm_requests table. Also I'm having trouble getting it to work. If I close the ticket I get a "no gotoIf" error and if I reopen it does not seem to go the right path, it opens but does not follow the intended path. Only expiry works as expected. Attached some screenshots on what I've done so far. This is test thus the 5 min wait for status change.

@Victor Exactly the point. Which is why I want to reset/NULL it so the Analyst will need to choose closure category for the second/subsequent resolves. A second question since I'm working with it right now. The resolve timer is stopped on first resolve. If I start it again as part of the unresolve process will it restart from 0 or resume from where it stopped?