Jeremy

@Victor thanks for the update

This is still causing us issues here, has there been any investigations....

Is it possible to have a look at this issue is someone has not picked it up already....

As there appears to be others that have BPM issues, my guess would be that one of the updates that was applied earlier has broken something...

So this morning I have been doing some work in our BPMs and when adding multiple decisions when you add more than one it removes the previous decision. I have recorded this behaviour and can be viewed below, but this is causing some headaches for us this morning.... https://drive.google.com/file/d/10c-y24B3CcyBDcNl9UrAvgl-Ul19jEJQ/view?usp=sharing

We are experiencing an issue with viewing emails that is confusing me and I have no idea why this is happening. We have some requests that have multiple emails that have been sent from a request but some of them do not allow you to view then email messages and we are wondering if others are seeing the same issue? The settings don't seem to make too much difference as I have super user on my account and get the same issue. Example of no email viewing choice: But a later email that has been sent, the 'View Email' option is there:

I have had a catch up with some of our users today and one question was raised was: Can snippets be added to the multi resolve section? So when you choose more than one request to resolve and you get this icon on the next pop-up we would like to see this:

@Steve G we had a user with a hypen (-) as a first name for other systems that we have but this was not imported into service manager, I will go back to our infrastructure team who look after the import and give them this information. If the add user in the admin tool can reflect the import tool then that would be appreciated.

@James Ainsworth we have added some in this way via the BPM but then you cannot use your views to extract this data, which is where we fall down.

We import our users via LDAP and have found that there is a limitation on first name of 2 characters, however with an increasing overseas user base there are some customers that have no first name and we need a more robust way of importing them into the system. So the question that we have, is can this restriction be removed?

So we are wondering if we can add extra 'sources' when logging requests, there are analysts,chat,phone etc but we have some more that we would like to add so that we can report/chart them.

@Mohamed thanks, is this just for when you raise requests and we really would like something like this for when we ask customers in the portal to add attachments as part of the form capture.

@ArmandoDM thank you

There is an update available for Config Manager but there is no details of what is being updated, are there an release notes?

In the latest update there is a reference too: "There is now an indicator when an attachment is successfully uploaded in Progressive Capture" Can anyone from Hornbill let me know if we need to turn anything on, as I can't see a difference when uploading documents....

We are looking to start collecting some feedback about our requests, however, we have noticed that we can only ask for the feedback once the request is closed. In our situation the requests are held in resolve state for a week before closing at which time the customer has forgotten the request and any pertinent information to be able to accurately give feedback. Therefore we are wondering if there is a way to send feedback when the request in in the resolved state?

We are having several issues with being able to search for certain request on our instance that were logged in and around the point of the Service Manager outage. To rectify this issue should we re-index our instance?

@chriscorcoran us too

Our instance is broken please help

+1 from us...the more custom fields the better.

Does anyone have any thoughts about this?

@Steven Boardman OK thanks, I was confused as I would wrongly assumed that they should be altogether I will look more carefully next time

We are about to embark on a course of action, but I wanted some clarity around what others so to get around the issue of linking incidents to problem requests. My current plan is to place a node in the problem bpm when raised to pass details of the PB number and the description to some code via the API to update a simple list called Problem Requests. This list is then going to be added to the Raise Request PCF so that when jobs are raised we can get our analysts to choose from the simple list the correct problem record to link the new incident too. Once the incident is then logged, I will then add a node which will pass (again via API call) the incident number of the new request and the problem number selected from the simple list and link the two via an API call. Obviously this is basically creating a mini knowledge management system for problem records but I wondered how others where approaching this issue and their working practices, as we have found the the Knowledge Centre in beta is not useful to for linking any requests. Also there is no functionality in the BPM designer to allow us to link requests even through we have two valid request numbers which would be 'relatively straight forward' (in my mind) to be able to do this as part of the BPM. Any help or insights gladly received.

So I was wondering why in the email templates the custom fields only go up to 30 and don't go up to and including custom 40?

This will give you the contents of the last email...not sure about the information if the customer updates via the portal. {{emailContent|empty}}