Alisha

Good afternoon, We would like to link specific assets in the workflow, based on the summary or answers in the capture. It would be helpful to have this in an Auto Task. Please could this be considered as an enhancement? Many thanks, Alisha

Thanks Jim. I am the customer in this scenario and I have tried removing the User ID as you suggested but it still doesn't work unfortunately. However, we would also like to set the User ID using a Variable, as sometimes the line manager will log the request on behalf of their member of staff.

Good afternoon, I would like to add customer assets to a request in the workflow, but this is not working for me. So I went back to basics and created an Auto Task to test this, but this still won't work. I definitely have an asset that is used by me. I have tried different options but can't get it to work. Any assistance would be much appreciated. Many thanks, Alisha

Hi @Bob Dickinson, We are currently using our General Class for other IT-related things and we would like to keep IT and Business Services separate for any future expansion. Many thanks, Alisha

Just to provide a bit more detail to my original post, some of the Asset Types we would be looking to add under 'Office Item' are secure cabinets, safes, etc. The fields under General Properties will be sufficient for what we need. Thank you.

Good morning, We would like to have a new Asset Class added, as the current Classes are all IT related, and we now have a need to add other non-IT assets. Please could we have a new Asset Class added for Office Item? Many thanks, Alisha

Good morning, Thank you for the easier way to log Scheduled Requests. We have tested this and noticed that there is no option to add a Category. Please could this be added as an enhancement? Many thanks, Alisha

Good afternoon, We would like our Activities to be reassigned to the new Owner or Team when the request is reassigned. We understand the current Owner can reassign the Activity, but it would be more efficient if this could be done in the background since requests can potentially be reassigned several times. As requests can be reassigned at any point in the workflow, it would be impossible for us to reassign the Activities there. I was wondering if this could be considered as an enhancement please? Many thanks, Alisha

That's really helpful, thank you Gerry.

Good afternoon, Is there a limit to how many Routing Rules we can have in our instance, and if we have several Routing Rules, will this impact on the performance? We are starting to have more requests for automatically logged requests from an email, so just wanted to check what the impact would be. Many thanks, Alisha

Hi @Gerry Is there a setting to change the AI Assist so the suggestions are in British English? The responses can be quite amusing! Many thanks, Alisha

Thank you @HHH. Did the parallel branch in the Workflow work for you?

Good morning, Did anyone find a solution to this? We would like an email to reopen a Resolved request. However, we don't want any customer out of office emails to reopen the Resolved request. Is there a way to stop the email from updating the request if it's Resolved? Many thanks, Alisha

Thank you @Berto2002 I was looking at h_sm_requests_extended and thought h_custom_1 to h_custom_20 were new! Didn't realise they were the same as A - T!

Good morning, I'm trying to use some of the new custom fields, however they are not available in the Workflow, e.g. h_custom_6. When will this be added please? Many thanks, Alisha

It appears that Suspended users do appear in a Data Query, so this may be a way around it.

Good morning, I am trying to delete an account but have received the following message: What are sensible records please? Many thanks, Alisha Ignore, I have found the Tasks assigned to the user.

Is there another way that we can show Archived Users in a Data Query please?

Good morning, Is there a way we can distinguish between our leavers and accounts that have just been disabled when we look at our Archived users please? For example, some people will be on maternity leave so their accounts will be disabled and will therefore show as Archived, and some will have left the organisations and they will also appear as Archived. Is there also a way to automatically delete the leavers from our Archived users? Many thanks, Alisha

Thank you @Steve Giller, I didn't know this existed. However, I have switched on the setting and we still can't see any Archived Users in our Data Queries.

That's excellent, thank you so much!

Good afternoon, We would like to use the Data Query - Search All Users. However, if an account is Archived, it doesn't appear in this list. Is there a way to make all accounts (including Archived and Suspended) appear in the drop-down list please? We would prefer to use the Data Query to eliminate the human error element when typing in the user details. Many thanks, Alisha

Thank you so much for the additional custom fields! That's really going to help us. Where can we find what custom fields we can use please? I couldn't see them in the Requests Table. Is there another table we should be looking at?

Hi @Miro, I was wondering if this could be considered again please? Instead of having so many questions and tick boxes, a table format is sometimes a cleaner way of capturing the information we need. At the moment we are having to input several questions with the same check box options for each question. Many thanks, Alisha

Hi @AlexTumber, Thanks for your quick reply. That's great news! We look forward to being able to use the groupings. Can we delete a group?