Jeremy

just wondering if this has been picked up for an enhancement request?

@Steve Giller Yes, as we do not use supporting teams so they support all Services.

@Paul Alexander that is fine but we have 61 teams and growing. @Steve Giller I have tested and added the role of Advanced Request Task Completer to a role that we have and this has still NOT allowed the analysts to complete tasks in other teams.

@Sam P you could try this, just change the bit in the [yourinstancename] to your instance name: [[https://live.hornbill.com/[yourinstancename]/servicemanager/request/view/&[global["inputParams"]["requestId"]]/|&[global["inputParams"]["requestId"]]]] That is if it supports the WIKI markup, otherwise you could try html

@Steve Giller so we have our service analysts set up with the Service Desk Admin rights and also the Full Access for the Service Requests and the Incidents. But they still cannot complete tasks in other teams, we do have our tasks assigned to a suitable team but sometimes tickets are assigned to other teams either without the tasks being done so the process slows. As we mentioned before we are using the Super User Role to get around this with some of our analysts to enable them to action these tasks, but we want to end the use of this role.

So we have a process where the Request Category is set in the BPM, but when you go into the request the category it does not show e.g. But when you select manually, the option that is chosen is highlighted Can this be updated so that when selected via the BPM it highlights the correct option.....

Is there a way to allow our Service Desk analysts to be able to complete tasks that are assigned to other teams? Currently we are doing this in a less than desirable way.

this is now happening for us to at UoP, but only with newly opened windows. Cached pages still work at the moment.

@Steve Giller granted but as there is no option for the customer to update this after submission, either the customer gets annoyed at having to fill out form again or our analysts waste time finding the correct person and lengthening the process. Neither of which are good customer service. Also being able to match or validate questions against variables in the IC would be useful in other scenarios too

We know that we can achieve this in the BPM, but we are trying to head off customers as early as possible to speed up the request handling time and also to save some time from our service desk from having to get involved in these requests.

I think that this has been mentioned before but I was hoping that something may have changed.... In an IC when you add a Customer Search node or you use the session user details you get options to match certain conditions e.g. login id, email etc we would like to match this with a question to prevent people from being able to select themselves from a drop down list. We are using the user drop down list in one question so that the customer selects a person, we want to make sure that this is not themselves so in the override flags we would like a variable option to reference an answer to a question. This would also be useful for other validations to be able to reference outcomes that have been added in other questions.

it's taking a while for our users to login but also we are seeing that when logging emails the customer is not being picked up via their email address however when you go to search for them they appear so it looks like something is broken in the PCFs/ICs too

@Salma Sarwar the only way to progress a request is to go into the Admin panel then Direct Messages find the email that was sent to the person and then you can complete the tasks from there. Not an ideal solution but it works, it's just more admin overhead for those looking after the system.

So we would like to allow connections that are allowed to collaborate to be able to view attachments as this is becoming an issue for us.

Please ignore me I forgot that the decisions in override flags looks at the Raw field and not the display field!

Please help....So it would seem that this is an issue with us too, as I am creating a new process that is due for demo tomorrow! Override flags appear not to be working on newly created PCFs if you have a list that you want to display after another with conditional questions this is not working e.g. first question has 4 answers, if you choose no 2 then a box or list is supposed to appear related to that question. PCF but in the form nothing appears There is supposed to be further options that appear

It's seems a shame that you can't even get a link to the email that has been sent via Direct Outbound. I know emails in the inbox etc have their own individual links so it would be nice to have this for the Direct Outbound Messages then maybe we could find a way to add a link to the timeline or to have a custom button take you to the email so that they could be processed in these edge cases.

I would like to know how people manage External Authorisations, specifically if you need to change it to someone else or to progress the request before the authorisation is complete? We have some instances where people may be on leave and we want to change the authorisation to another person which I can do in the BPM, but it requires a decision to be made via the email. However there is no way to override it in the system as there is no task in the request and we cannot send the email to more than one address, so we are just waiting for the authorisation to expire (some of ours have an expiry of 14 days) before you can actually do anything with the request.

@Met thanks for your work. It doesn't work for me in Database Direct, but the main reason for getting this set up in Reporting was so that we can schedule the report to be sent at specific points. I managed to get all the information in the report apart from 'Total incidents attached to the Problem' which you would have thought this information would have been stored in somewhere in the problem table.

@Steven Boardman so what we are trying to achieve is to report on all open problems that we have in the system, the details that we need to be included in the report: Request ID of Problem Summary of Problem Description of Problem Team assigned to Problem Priority of the Problem Workaround of the Problem Root cause of the Problem Last related Incident Ref to the Problem Total incidents attached to the Problem Service Owner Name or Service Owner ID

I am trying to report on Problems and their linked requests, but I cannot find a way of doing this. I have the details that I need in the report e.g. Problem Title, Summary, Logged by etc but we also want to include in the report a total of the linked requests per problem that appear in the report. Is this possible?

@Steve Giller Sorry to hijack this, but is this a global setting for all mailboxes? As we have 4 in use and would like different retentions on different mailboxes.

we are experiencing issues too

When logging changes we have noticed recently that some of these requests are not allowing us to add authorisors. This is the running BPM where it has suspended: But in the request, there is no Key icon to add the authorisors: Can anyone shed any light as to why this is happening? As there doesn't seem to be a way to get the icon to appear, can this icon not be set in the Request Types within Services rather than forcing via the BPM?

We are seeing this error on our instance....I have tried to refresh but it still does not work for us.