[Raising IN/SR from Employee Portal]

When gathering information regarding requests, is there a way to add a question that says is this an Incident or Service Request and then for the subsequent request that is raised to be the correct request type?

We are trying to do this from the employee portal so the customer would decide if it was an incident or service request, I have tried adding the node in the PCF for request type but this does not display in the employee portal. Therefore we are going to add a question, but then want in the BPM (I guess to change the prefix to be the correct one), but can't seem to find a way to do this....can anyone help?

[Issues sending emails from a call?]

same with us, where do we add this right @Keith Stevenson

[Output capture questions and answers to a document]

@Sam P So we have done something similar and use the Google integration to create a document that can be downloaded or emailed.

If you have Office 365 you may be able to utilise Microsoft Flow to output too and create a document from that.

[Searching in Service Manager]

bump

[Making people Managers of staff within Service Manager]

So we are using this functionality, but we are wondering if you can allow people to be managed by more than one person?

[Searching in Service Manager]

We use tasks within requests to record things like serial numbers etc as part of our Equipment Ordering process.

We have noticed that recently when we search and use the Global Search using the 'Timeline' option this now doesn't return the results of older requests and only seems to search the summary and description's of requests rather than the whole of the timeline.

I have numerous examples of where we would expect there to be requests returned in the search results but can't seem to get the system to return these results, would this be a case of needing to re-index our instance?

[Assignment Node in PCF]

@Steve Giller the information could be used to populate the timeline the same way as the when assigning within jobs, I have thought about adding a comments box but then then adds to the pages that the analysts need to complete or skip before logging making the process longer. This way we were trying to have things on one page so it's quicker, currently we are logging the tickets then to go into them once logged to add any notes/comments which is not that efficient either.

[Assignment Node in PCF]

In the Assignment node in the PCF, is it possible to add the comments box under the team and user like when assigning from a request?

We think that it would be a useful box to add notes to request when raising the job, so when selecting the assigning team we can add extra information for the assignee

[Adding roles to users via the BPM]

Sorry thanks @Victor I was expecting to find a number, I will update the process with these details and see what happens.

[Adding roles to users via the BPM]

@Victor How do I find the Team ID?

I can't seem to find reference to it anywhere

[Service Manager not working]

we are now back in, but if Hornbill can shed some light on the issues that we have been having over the last few days that would be much apricated.

[Service Manager not working]

so we have another error today that has kicked us all out

and when we try to login we get this....

[Service Manager not working]

we may now be back..... we have had to re log back in and it seems to be ok, slow but working.

Not sure what happened.

[Service Manager not working]

Our instance appears to be down, please can someone take a look for us please

This is from checking the support instance:

[Adding roles to users via the BPM]

For the add role the user ID is correct, this is the similar to the making the person a 'user'

When you do this manually you have to refresh the page before adding roles, after making the person a user do we need a 'get role information' node? As there account has been updated and you can't assign roles to basic users, so have to update the BPM first?

I will look to find the URN for the teams and try that

[Adding roles to users via the BPM]

I have been trying to set up a process where people can request new accounts to be set up in Service Manager, this works and I can make the user an 'User' in the system, but when adding any roles they do not seem to be actioning that part of the bpm to add the specific role. Also I am finding adding the person to a team is not working also, what am I doing wrong?

Node for adding a role:

Node for adding a team:

This is taken from a simple list of all of our teams:

[Workflow not sending the resolution email]

I can't edit the description of this post, maybe an admin can to better reflect this specific issue that we are seeing

[Workflow not sending the resolution email]

23 hours ago, Jeremy said:

We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

This is when the BPM has ended and the system is supposed to send the email as set here:

I just want to make sure that this doesn't get forgotten in the melee yesterday as this is still an issue and is not related to yesterday's issues.

[Workflow not sending the resolution email]

We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

This is when the BPM has ended and the system is supposed to send the email as set here:

 

Also unassigned tickets are assigning to you when you open them

You cannot Assign to the team, e.g. remove yourself as the analyst and assign back to a team

Please can this be looked into, this has only started happening this morning as far as we can see but guessing that all these things are linked

[HUD Display - Enhancement Request]

With the HUD and stage checkpoints you can tick them so that they have been done and this is a great visual representation of the request and it's progress, but can we have the option to set a stage points as:

Completed - with a green tick as now
False - which removes the tick as now
Not Actioned/Completed - this would display as a red cross

This would make it easy for the customers and analyst to see the state of the request when you have a lot of checkpoints e.g.

[Refresh Rate of Request list]

It appears that when I go into this to change it to disabled or anything else, the system doesn't save the change and just defaults to 1 minute.

This fine apart from when doing work in views or dashboards as when these auto update after a minute, this then unselects the request you are selecting or with the dashboard this is particularly annoying as it loads then instantly refreshes the data meaning you never get to see your dashboard.

Can this be looked into for me please?

[Multiple Request Action]

@Ehsan we want to multi select requests and then link to a problem/known error or major incidents by entering a request number

[Multiple Request Action]

When selecting multiple requests in the request list and using the 'Actions' button to mass update, close etc please can we have the option to link to other requests on mass?

Also I know the historical reason for this but wondered if there was going to be any changes with the way in which this currently works as just selecting the requests based on the same service is quite limiting, is there any work being done to enable us to select requests and action that are logged against different services.

[Custom Button - Logic not working]

@Steve Giller thanks, it turns out that the last box is case sensitive 'change request' works however 'Change Request' does not!

[Custom Button - Logic not working]

When creating a custom button we are trying to get it to show when a analyst has a certain role and when the request type is Change e.g.

But this does not allow the button to show, with the role it was well but we want to further only show on requests that are Changes. How do you go about having two logic statements or is there something that is not working correctly?

I have tested with the request type on it's own and if you have Request Type 'contains' or 'is' Change Request then the button does not appear for some reason.