[Outputting Questions]

@Steve Giller
Is it possible to transform the json containing PFC answers into something human readable using the BPM before populating the custom field?

[Populating custom fields in progressive capture]

Thanks @Steve Giller unfortunately I need to map a checkbox

[Populating custom fields in progressive capture]

If I name a field in a custom form h_summary or h_description the summary and description fields in request detail are populated automatically.
Can I do the same for custom fields, for example name it h_custom_b to populate the h_custom_b field in request details?

[The "me too" feature on problem]

+1, very good idea that would save us a ton of work

[Asset Roles - More permission options and granular permission]

+1 for the asset viewer role if I'm not already added

[Email Templates within Service Manager]

+1 for template filtering by team

[Open external URL]

Is there a way for the Business Process to automatically open an external URL using a node.
What I'm looking at is for the Cloud Integration to create a Jira and then automatically opening the Jira to allow the analyst to add some finishing information if needed.

[Preview UI]

I have noted that in several places the visibility icon is yellow despite visibility being team. This could potentially cause confusion

[E-mail update to all linked request contacts to a major incident]

@Steven Boardman I was afraid you would mention those

[New Hornbill UI]

Another enhancement I would like to propose is to have ID's for all sub headings on a page. That way you can create custom buttons that go directly to that section on a page for example: https://live.hornbill.com/instance/organisations/1234#requests will take you directly to the requests section of that page

[New Hornbill UI]

In the organisations view, I feel the right hand column containing customer logo and time zone takes up way too much screen space. So when doing this overhaul could you please make those a bit smaller?

[E-mail update to all linked request contacts to a major incident]

@Steven Boardman
I'm answering on behalf of @mojahidm since we are part of the same organisation.
The solution you provided enabling the Notify Customer does not work for us since we support external organisations in several different languages and are contractually bound to communicate with them in their native language.
The Notify Customer uses an email template and there is no provision for enabling translations of email templates, something that would solve not only this but several issues we are having with Hornbill and to which we have had to create workarounds.

[@someone through BPM]

Is it possible to add an @someone to the timeline through a BPM node?

[Tagging people who cannot access ticket]

It's quite annoying being tagged in a ticket and getting a notification about it and then, when trying to access the ticket you are mentioned in you cannot access it because it belongs to another team/service.

Would it be possible to either automatically be made a member of a ticket where you are tagged, or at least be given read only access to it regardless of ownership.

[Auto task to grab ticket]

Has anyone made an auto task that automatically assigns a request to the user running it? I want to make one and add a custom button to trigger it.
Just for convenience and to save a few clicks.

[Populating custom field from email]

@James Ainsworth

In this case I want to go even further and raise a ticket using routing rules and routing rule templates.

So I want to populate one of the fields in the progressive capture custom field with a regexed part of the email body.

 

 

[Populating custom field from email]

A tricky one I assume.

I have a progressive capture that contains a custom field "InstallationID" which is a single line text field.

I want to populate this by regexing the body of an incoming email looking for a specific pattern and then adding that to the "InstallationID" as a variable.

Is this in any way possible?

[Encouraging Customer Feedback]

@Steven Boardman

Please add us as interested as well. It has been raised internally.
It's even harder for us who have external customers to get feedback since they cannot use SSO and go straight to the ticket.

[Regex Match]

20 hours ago, Shamaila.Yousaf said:

My mistake...that test failed...

Error is in OR (lower(toAddress) LIKE '%ITServicesCallLogging@derby-college.ac.uk%')

%ITServicesCallLogging@derby-college.ac.uk% must be all lower case or test will fail

[Regex Match]

Can the "%ITCallLogging@derby-college.ac.uk%" surrounded by double quotes cause this? 

Also, is it case sensitive?
if so try (lower(toAddress) LIKE '%itcalllogging@derby-college.ac.uk%' OR lower(toAddress) LIKE '%itservicescalllogging@derby-college.ac.uk%')

[Viewing requests updates the 'Last Updated Date']

After the last update to Service Manager we noted the following behaviour.
If your request list is sorted on "Last updated" and you go into a request to look at it without making any change or update, just look, and then go to the request list again, the request list will have resorted putting the recently viewed request at top (or bottom depending on sort order) and the column "Last updated" says "seconds ago".
I filed a support ticket about this and was told it's a feature and expected behaviour, something I find rather odd since most if not all of our analysts have reported this as a bug.
Please allow for somehow going back to the previous behaviour where you actually had to "do" something to trigger an update event since this is causing a lot of confusion for our analysts.

[Hornbill Service Manager - Notification To Owner If Ticket Has Not Been Updated in 3 days.]

+1 for allowing some kind of reminders to owner at regular intervals

[WHERE h_answer =]

On 2/10/2021 at 1:01 PM, Shamaila.Yousaf said:

Thanks @HHH, would the question id be the Field ID?

I am 90% sure it is. But give it a test

[WHERE h_answer =]

try changing to WHERE h_answer='Yes' AND h_question_id = [put the ID of the question field here]

[Email Template Filter]

+1