[Bulk imports to progressive capture]

We would like the information to be searchable, but I'm not sure if it's possible if the data is contained within a spreadsheet?

[Bulk imports to progressive capture]

Hello,

We receive reports exported to a spreadsheet every month and the data within needs to be added to a service request. Is there a way to bulk import the data into a progressive capture answer?

Many thanks,
Alisha

[Override Flags - Using Custom Fields/Attributes]

Thank you @Steven Boardman

Sorry, for my second question, we would like to have progressive capture questions based on the customer's location, and site state would work better for us than site name.

[Override Flags - Using Custom Fields/Attributes]

Hi @Steven Boardman

We have used one of the attributes for department name, and would like different set of questions to appear depending on the customer's department.

Also, when using the Select Site form, there are only two options to choose from on the Override Flag: siteId and siteName. Is it possible to add the site State so that we can have questions based on the customer's State?

Many thanks,
Alisha

[FAQs - Collapsible Tables?]

Hi James,

Sorry I wasn't clear. The location of the FAQs that I was referring to is on the customer service portal.

To avoid having lengthy FAQs, I was hoping to be able to have a link that customers can click on to expand/collapse information. I wasn't sure if the wiki markup for collapsing was currently supported as I couldn't find a way to make it work.

Many thanks,
Alisha

[FAQs - Collapsible Tables?]

Hello,

Is it possible to use collapsible tables in FAQs?

Many thanks,
Alisha

[Override Flags - Using Custom Fields/Attributes]

Hello,

I have used the Select Site Form on a Progressive Capture so that different questions appear based on the customer's location.

Is it possible to add a few more options on the Customer Search form so that we can have different questions based on Attributes 1 - 8, please?

Many thanks,
Alisha

[Loop error when testing progressive captures]

@Miro Just to add, the looping does not occur when we change 'Process To Run' from Variable to Process, but this increases the number of Switch Capture nodes on one capture, which is not so ideal since we have so many separate captures.

[Loop error when testing progressive captures]

Hi @Miro

Our captures are set up like the below. We have one main capture to gather all the basic details, which then goes to a second capture that branches off to further captures.

The loop error occurs when we go back and select a different category when logging a request.

Many thanks,
Alisha

[Loop error when testing progressive captures]

@Miro Please see example below. BobbyB has described the issue above.

[Link to local file]

@Dan Munns Thanks for your helpful suggestions!

[Category Name]

@Victor For the criteria before the switch capture node, I have used the following for the Custom Expression:

Request Category, ...->categoryName = Application/Software > DEF > Firefox

This stopped working sometime last week. But then I changed it to:

Request Category, ...->categoryName = Application/Software->DEF->Firefox

Just a slight change in the category name made it work, so I was wondering if there was a change within Service Manager that altered the way the category name was displayed.

[Link to local file]

How about if we just use the URL to point to a folder on a server, instead of the document itself, is that possible to do with wiki markup?

I will also have a look at the document manager.

Thanks for all your help! @Dan Munns @Victor @Pamela @Steven Boardman

[Link to local file]

@Steven Boardman @Pamela @Dan Munns

Thank you, I have tried what Dan has suggested. However, the only issue is that people would be downloading copies of the same file onto different computers. When the file is updated and uploaded again it could mean that:

1) People might be downloading multiple versions of the same file.
2) They might refer to the outdated file if they think they've already downloaded it.

Having the file in a shared area on a server that everyone can access would mean that they would be looking at the most recent version each time.

[Category Name]

Hello,

Has there been a change to the way the category name displays?

I have set up a capture to branch off to other captures, depending on the category selected. I titled the individual captures with their category name.

For example, Application/Software > DEF > Firefox.

Today we discovered that this no longer works, but if I change the category name to Application/Software->DEF->Firefox it then works.

Many thanks,
Alisha

[Loop error when testing progressive captures]

@Miro Thank you for the update.

Unfortunately, I'm still receiving the same error message when going back and selecting a new category. I also can't select the original category again due to the same error.

[Link to local file]

Hello,

Is it possible to link to a local file in a progressive capture using wiki markup?

I have tried using the below, but this has not worked as it adds https://service.hornbill.com/instancename before the actual file:///// part.

[[:file://///servername/folder/folder/filename.xlsx]]

Many thanks,
Alisha

[Switching from Incident to Service Request]

Hello,

I am creating a progressive capture for an Incident. One of my questions is, ‘Have you previously had access?’ If the answer is ‘Yes’, it would remain an Incident. However, if the answer is ‘No’, I would like it to change to a Service Request for new access. Is this possible? I tried using a switch capture node, but this didn’t work as intended since they both have different business processes.

Many thanks,
Alisha

[Loop error when testing progressive captures]

@Miro Thank you very much! 

[Display Order of FAQ's]

+1, this would be really useful.

[Loop error when testing progressive captures]

Has anyone else experienced the same issue?

[Links in progressive capture]

Hello,

I have included a link in a label on a progressive capture, and then information about what to do next in a multi line text field. Example below.

Label: If you never had access to (system), please [[http://traininglink.html|click here]] to complete the training.
Multi line text field default value: Then click on the link below to email (team) to request access.  [[mailto:team@email.com|Click here to send email]]

However, when the call is logged, the link in the label reverts to wiki markup rather than a clickable link. The link in the multi line text field works fine and is still clickable.

Is there a way to retain the clickable link in the label once the call is logged?

Many thanks,
Alisha

[Loop error when testing progressive captures]

Hello,

I have encountered a problem when testing progressive captures that use the override flag.

Several of our categories have different progressive captures behind them. When I’m logging a new call from the Raise New button, complete some answers that use the override flag, and then click on the Previous button and select a different category, I cannot progress any further as I get the below error.

This scenario could happen if, while the customer is talking, we discover that the fault is best logged under a different category.

If I cancel the current request, go through the capture again and select the new category, this will work. However, this is not helpful as we would have lost the answers to questions already captured.

Is it possible to clear the override flag answers when the Previous button is clicked on? (All the answers after the Previous button but not before.)

Many thanks,
Alisha

[Mailto: in Progressive Captures]

@Miro I'm so sorry, I forgot the extra brackets! It now works! :)

@Dan Munns No worries. If an external team gives access to a particular system, we can get the customer to email them direct by clicking on the mailto link, for example.

[Mailto: in Progressive Captures]

Hello,

Is there any possibility that the 'mailto' function could be included in your Wiki Markup please? This would be a very helpful component within our captures.

Many thanks,
Alisha