Alisha

Hello, In our Business Process, we have an 'Analyst Assigned' checkpoint in the 'In Progress' stage. We have an email notification sent to the customer in the Resolution stage once the request has been resolved. However, if the request has no owner, the customer won't receive the email notification My question is, is it possible to trigger the email notification even though the request has no owner? I'm trying to configure the Business Process so that if the request status is Resolved, it would still send the email, but that doesn't seem to work. Many thanks, Alisha

Excellent, thank you very much @Deen :)

Hi @Steven Boardman @Steve Giller, Is there an update on being able to edit/change snippet owner please? Many thanks, Alisha

+1 We would also like to limit the number of email templates that appear in the drop-down box on the request. We have some templates that are used by Business Processes only, as well as templates used by different teams/services.

Hello, Is it possible to use a filter or create a report for when requests were assigned to a certain team? It would be helpful if we could have an 'Assigned Date' in the filter. Many thanks, Alisha

We are also having the same issue with drop-downs in Edge.

@Bob Dickinson It works! That makes me so happy, thank you so much, Bob! It's been bugging me for so long!

Hi @Bob Dickinson, Thank you for the above explanation. We have now limited our results to 10. I'm now having difficulty with another query and was wondering if you could help please? I am trying to remove results from a Count widget that have the sub-status 'With Third Party'. I have tried different operators such as != <> NOT LIKE NOT IN NOT CONTAINS I have tried using h_sub_status and h_sub_status_id, but all return a result of 0. Is there anything else that I can try please? Many thanks, Alisha

Hello, Is it possible to see customer details on the cards on a Board? If not, please could we request this as an enhancement? We would also like to be able to configure the Board a bit more, like changing the colour of 'On Hold' requests so we can spot it more easily. 'Resolved' requests show nicely in green. Many thanks, Alisha

Hello, We'd like to create something similar to an order form using the progressive capture. At the moment, I'm using a static checkbox group for the customer to select all the equipment they require, and then I'm having to use separate fields to say, 'Quantity of Item 1 required', 'Quantity of Item 2 required', 'Quantity of Item 3 required', and so on. Would we be able to somehow have another column for quantity, so we don't have to use so many fields? Or if anyone else has configured something similar, have you found a way around using so many fields? Many thanks, Alisha

Hello, I'm using the Group Picker in a Progressive Capture and have filtered it on Teams. However, is there a way to filter it further to show only the teams within a particular Service? As we have different departments using Service Manager, each using a different Service, we have a long list of Teams and not all are relevant to the capture. Many thanks, Alisha

Hi @Steve Giller, Thank you for the settings, we will get that updated. Do you know why this was switched on as we never had this before? Many thanks, Alisha

Hi @Victor, We would like to automate this. Do you mean it can be done in the Business Process? The only issue is that we might need to change the Priority for certain requests depending on the content, so if this can be done automatically within the capture, this would be better, as we can then adjust the Priority as necessary at the time of logging the request. Many thanks, Alisha

Hello, Customers are receiving automated emails when they update their request via email. Is this a recent setting that has been switched on? If so, how can we switch it off please? The email states: "This is an automated system message to inform you that your Hornbill request has been successfully updated". We notice that the templates in our instance have been created and updated on 13-02-2020 10:58. Many thanks, Alisha

Hello, We would like to have the Request Priority form pre-populated, depending on the answers to some override flag questions. So, for example, if a system is down, selecting that option would automatically give us the 'Critical' priority on the Request Priority form in the Progressive Capture. Is this possible please? Many thanks, Alisha

@Jeremy This has happened to me if working on live captures. If customers try to use it, it then logs a blank request, which is one of the reasons why we want to switch this setting off.

Hello, Captures have started to auto-save, but I would prefer to save them when I'm ready, in case I need to revert back to something I did before. Is there a setting to switch off the auto-save feature please? Many thanks, Alisha

Hi @Deen, Adam's suggestion is a great one and would be something that would benefit us as well. Is that possible please? Also having a blank 'To' field as default, if possible. Many thanks, Alisha

Hi @Bob Dickinson, I used that query but it gives me an error straight away: "Error in SQL query, see log for more details". I don't understand why! Many thanks, Alisha

Hi @Bob Dickinson, I used the following REPLACE function. REPLACE(REPLACE(h_status, 'status.open', 'Open'), 'status.onHold', 'On-Hold') AS 'Status' I'm now having difficulties with using h_fk_priorityname. This is my SQL query. When I replace 'High' with 'Critical', it works. But it doesn't work for just the 'High' priority. It also works with the 'Low' priority, but not the 'Medium' priority. SELECT h_pk_reference, h_summary, h_fk_team_name, DATE_FORMAT(h_fixby, '%a %D %b %Y - %H:%i') AS 'Fix By', REPLACE(REPLACE(h_status, 'status.open', 'Open'), 'status.onHold', 'On-Hold') AS 'Status' FROM h_itsm_requests WHERE h_fk_servicename ="IT Services" AND h_requesttype = "Incident" AND h_fk_priorityname = "Critical" AND h_status IN ("status.new", "status.onhold", "status.open") ORDER BY h_pk_reference DESC Please could you tell me what I'm doing wrong? Many thanks, Alisha

Hello, Please could someone let me know what table the Site's State is stored in. Would I use h_sys_contact_extra, and can I join it with h_itsm_requests? Many thanks, Alisha

Hi @James Ainsworth @Bob Dickinson @Victor, Is this possible please? Many thanks, Alisha

Hello, In Supportworks, we had the ability to 'watch' requests so we could have a separate list of Incidents/Service Requests that we wanted to keep an eye on, to check them later. Is there a similar function in Service Manager please? Many thanks, Alisha

Hello, We've updated our instance to Build: 1819 today and have noticed that our filters are not working as expected. For example, we have created a filter to show all the requests from one team that have no owner, however, we are seeing requests from all teams with no owners. Is anyone else having this issue and is it related to the update? Many thanks, Alisha

Hi @James Ainsworth, Thank you - it looks like we can use that setting even though we are using the Custom SQL Query option, which is really helpful. Many thanks, Alisha