HHH
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Enhancement Requests
Posts posted by HHH
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Thanks @Steven Boardman I'll give it a try.
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We have a custom form "Agreed completion date" in service details connected to h_custom_21
Is there any way to make this visible to the external customers through the portal when they check their request.
Right now it just says " Request details updated " when I set it but it would be really nice for the customer to be able to view it when checking timeline or request details.
All customer can see of request details is summary and description.
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+1, good idea.
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20 minutes ago, Daniel Dekel said:
@HHH, make sure the custom field is checked in the "Available Display Columns" (the cog button) then it will apear in the filters list.
Dooh! Of course. Thanks!
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I tried using that but cannot search for it anyway. Is there a flag that must be set somewhere?
No custom fields are shown in filter fields and searches in main field end up empty.
The only fields I see are Industry, Country, Phone Number and Web Site
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Some of our customer organisations have changed their names over the years due to for example mergers and purchases. They may however informally still be known by their old names.
We got a request from our first lines to add a custom field "Alternative Name" to our organisations, this will then be one of the custom fields where this informal name would be stored.
However, if I search for the alternative name in the organisations list I get 0 hits, is it possible to through some setting allow searches for this, otherwise consider this a development request.
Thanks.
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Allowing snippet formatting and their usage alsewhere would be an awesome improvement to usability. When planning for it, please allow for translations as well.
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Plz add me and as interested as well
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After the latest upgrades to service manager we are suddenly getting errors in the integration BPM node.
We take form data and push that to Jira but BPM validation fails. The same applies where we take task output data and push to integration.
Attached screenshot shows details. Task data has been thoroughly tested and worked, error was discovered when we copied the BPM and changed input data to make a new BPM (error is both in old and new BPM).
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I thought the system administrator user/role gave access to everything but in order to see CI's we need to set that user as a subscriber to the service. Is this intentional? It doesn't seem right, SA should be allowed everything.
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That will be an awesome feature.
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hello
In
- Workflow - BPM Editor: Add ability to define task custom capture fields at task level and task outcome level.
Can someone elaborate on this please? Am I now able to create custom fields inside a human task form in the BPM or am I understanding it completely wrong?
Thanks.
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Thanks @Steven Boardman I'll look at how this can be implemented. It's an extra step that needs to be addressed in each Request but perhaps the advantages outweight this.
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10 minutes ago, Victor said:
Is the task created by the BP or is created outside the BP (i.e. created manually by an analyst)? If the latter, then I'm afraid the BP has no knowledge of this task so it can't be used in the process...
In this case it would be created manually by the Analyst from one of the templates.
So what I'm looking for is basically a "Get request information" and then an "Attached Task title ==" or something similar to see if a certain task is attached to the request.
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Once again calling on the collective genius of the Hornbill Community.
Now with Task Templates I have made a "Create Development Ticket" Task template. This is not mandatory but can be used by the analyst if it's determined that development is needed for the supported system.
In the incident BPM I now want to check if the analyst has used/completed this task and, if so, use the integration bridge to automatically create a Jira (development) ticket. Here is the pseudo process.
How would I set up the workflow to find if a certain Task has been used.
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That seems to be the issue in our case so now I'm in a catch 22 situation. Response time is from ticket is created until it's been assigned and prioritized but I cannot start clock until priority is set....
Hmmm, a challenge awaits.
Thanks a lot for pointing this out though.
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Following since I noticed we have the same problem.
In the Business process we start both Response and Resolution timers and then stop response timer after ticket is assigned and prioritized and resolve timer when ticket is resolved
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Just one final clarification. Will we be able to use task templates in the BPM. For example inserting a human task and choosing which template is to be used?
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Just now, Daniel Dekel said:
No @HHH, the functionality is quite straight forward. Is there something that you need help in?
I cannot seem to find a save/save as template. I am logged in as admin. Are the templates done somewhere else than in the task?
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4 minutes ago, Daniel Dekel said:
That is right @HHH, at the moment only a manager can create templates for everyone to use. But we did think about this and we will add later on an option for every user to have his own templates.
Thanks,
Daniel.
Is there a howto guide somewhere?
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On 3/19/2018 at 2:47 PM, Daniel Dekel said:
Soon you will be able to create templates for Activities which will be available to all users.
Does this mean we cannot just yet create our own templates?
Following since this will be a huge improvement for us.
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On 4/5/2018 at 9:25 AM, m.vandun said:
Hi,
I'm looking for a way to easily note down standard steps which needs te be taken to analyse a problem.
A task with a checklist?
BTW. I'm also looking for a way to add snippets or use templates for request updates.
Show custom forms in customer portal
in Service Manager
Posted
Follow up question @Steven Boardman
I ran into a follow up problem on when/where to inject it since there can be quite a few timeline updates with the customer suggesting new times before agreement. I cannot wait for resolution since it's not resolved, is there a "wait for field data to be entered" that I can use that check if the custom field is not null before proceeding?