Jeremy
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Enhancement Requests
Posts posted by Jeremy
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@Steven Boardman & @DeadMeatGF Thank you for your help!
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We are trying to find a way to map a simple list to a custom field, we have a bespoke list for Problem Priority's and want to display these in the description section of the request so that we can alter this via a drop-down list.
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we have mentioned this before also, +1 for us at UoP
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@Victor Thank you, you are indeed 'Victor The Magnificent'
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We would like to set up an auto rule where in the body of the email if there is a certain word, it will then apply the update to the job automatically.
I have set up the rule (see below), but I'm not sure what expression to enter in the rule....
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Hi
Is there any movement on this?
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I am trying to create a rule for our inbox where emails from a certain address are put into a specific folder but I the emails are not honouring the rule.
I have included an image of the rule that I have created:
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Is there a way to add the request creator as a member to a request?
I am trying (via BPM) to add our analysts who raise change requests to be added as a member of the request, this is to easily identify your changes that are raised. I have seen that you can add specific users as a member but we would like a variable picker to be able to choose the 'created by' person.
Any other ways around this issue?
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In your portal, you have swim lanes to show the changes that are incoming and applied to live, with scrollable swim lanes.
Can you let us know how to do this on our portal?
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@Ehsan sorry I meant is there a way of going back to just have the box to type the message to appear within the template, but with the email toolbar to bold, underline etc?
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On 9/6/2018 at 9:44 AM, Steven Boardman said:
Ability to view / choose the email template you wish to use (see drop down in screen shot) - controlled by a system setting, so those who do not want agents to have the choice and want to retain the existing behaviour will be able to do so.
@Steven Boardman @Ehsan can you let me know where this system setting is to turn this off while we work out how to work with this new version of the email action.
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@DanielRi Thank you so much for your help, it has worked for us
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@Steven Boardman Great thanks for letting us know, we will get a change raised to apply this update.
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We would also like a way of reporting on these tasks so that we can see how many are being completed by a team or by a user, I'm not sure if this is possible either?
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@Daniel Dekel we create tasks to ask different teams information about requests or to fill in forms (via bespoke tasks) which we can view in the request, but we need a way of reporting on these so that we can get the information out of the system to report to other departments etc.
Is there a report that we can write or a database query that we can run to return the information that was entered in a task?
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@Daniel Dekel on a similar vein, we create tasks as part of a BPM process but I cannot find a way of searching for them. I have used the title 'CERF' as this appears in all task titles, but as I cannot seem to find tasks that are given to other teams etc.
Is there an easy way of searching for this?
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@Victor so to keep bugging you guys with this issue, but we have quite a few mobile users that would find this functionality a massive help, has there been any investigations that have taken place?
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@Victor sorry I have been on leave, I know that you can use the FAQ at resolution stage, but we were wondering when you log a request and the FAQ appears in the Knowledge centre if you select it, it just shows the FAQ details. We would like to be able to 'mark this as the solution' to automatically resolve the job so that you don't need to log the request then go into it an then select the FAQ etc, we were hoping to jump a lot of steps especially when we are busy at peak times!
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When we set up FAQ's against a service can you:
- Have it so when you select a service it displays all associated FAQ's against that service
- Can you accept an FAQ at the time of logging to resolve the request to the user with those details
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@Victor this came from one of our system security engineers after we had updated some jobs and they received the emails.
If you say that they conform to the industry standards then I can convey this internally.
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Sorry, Yes we believe that both the email action and BPM emails are the same.
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Yes this is just from Service Manager.
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Does anyone in Hornbill have thoughts on this question?
error when logging/updating/cancelling
in Service Manager
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@TrevorKillick We are experiencing issues again, please can this be checked again for us.