[Auto Task a one time scheduled request]

Thanks for confirming.

While I will end up doing as you have pointed out, the idea of having auto tasks interact with the function of a one time request just seems really helpful. Maybe it's a perspective thing, from my point of view I see it like this: why have a ticket exist to remind me of something? When I could have something just create a ticket at the time of the action, this is the kind of thought process that comes from scheduling on a calendar vs flagging an email.

 

[Auto Task a one time scheduled request]

I am hoping this is a thing that can be done and I have just been over looking it: Can one setup an auto task that is able to create a one time scheduled request?

Reason for this: I am looking to better enable loaning equipment, having the ability to create a scheduled request for the equipment return would improve the probability of getting loaned equipment back from end users.

How I see the workflow:

1. A request for borrowing equipment is opened

2. We capture the time frame they wish to borrow the equipment

3. The tech assigns and links the hardware in the ticket.

4. Upon the resolution of the ticket an auto task kicks off that pulls the end borrow date and the linked asset and creates the one time scheduled request to reclaim the equipment.

 

If this is not a feature this seems like it would be a great expansion on the auto task feature.

[What does this mean]

So my company is working to a go live, at this time it appears that we decided that we only needed 10 licenses. However what will this do when we go actually live?

does this mean only 10 can be logged in at anytime?

Thanks for any assistance.

[Custom Form unable to update Label information]

Hi James Ainsworth 

Good to know and was easy enough to test, however this does raise some concerns. As an example say I set my language to Chinese and created a progressive capture with a custom form, I was able to determine that my selected language dictates the custom forms language. This means only people with Chinese will see the labels I made unless I happen to think ahead and change the language to English(British), which seems a bit convoluted though as a work around I could just make sure everyone who can make progressive captures is set to English(British).

In any event I appreciate all your help in clearing this up! Thanks!

 

[Custom Form unable to update Label information]

Hi James Ainsworth

Thanks for the information, so I updated my language to English(Americas) and sure enough everything started coming up, i'm unsure why this would make a difference. Based on what I'm seeing now I have to make a specific label for each language? Can I not set a default label and if needed change it to language specific? We have multiple languages that could be selected and it would be rather time consuming initially to setup each region with its specific label.

I appreciate your assistance.

[Custom Form unable to update Label information]

Hello, 

We just went live today with our demo site and we have an issue with custom form fields not updating the label name, we are able to confirm in the Hornbill test site that we can change the label name and it reflects it in the progressive capture.

Below is a screen capture showing the label being test3 the immediate following image is a newly opened and logged in browser navigating through the progressive capture, as seen in the second screen shot it still shows the generic label information. As a side note we can update the Description of the field without any issue.

Any ideas? am I missing something? Thanks!

[Email straight to ticket]

Hello, I had a question as I haven't fully figured out if this is something even possible in the system. Based on what I have found in the Wiki it looks like it is but without a personal test site yet (which we are work to for our switch on) I can't verify.

Anyway the question regards emails and how they interact with a ticket, so say I send an email from the ticket: 

When the user reply's to this email I just sent where does it go? Does it automatically link back to the ticket (preferred method) or does it just generically drop into one of the mailboxes configured? If the latter happens does this mean I have to manually associate my ticket to the email? This is assuming I am not using the rule configuration found on the wiki:  

So assuming I need to have a rule in place in order to have the emails auto attach to the tickets, what limitations will I run into? does this mean only incidents and service requests can be configured like this? What about change requests?

Thanks and let me know if I need to clarify anything, I tried this in the Hornbill Demo site but it doesn't appear the email box has the ability to receive any emails based on the "inbound mail service".