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AndyHodkinsonPrincesIT

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Everything posted by AndyHodkinsonPrincesIT

  1. AndyHodkinsonPrincesIT
    @Victor in the attached instance the BPM hasn't broken, but the analyst may still want to restart the business process if they made a mistake and added the wrong authoriser. I'm assuming from your reply though that you can only restart a BPM if it has already failed? Thanks
  2. AndyHodkinsonPrincesIT
    @Victor apologies, stupid me added the wrong screen shot. Please see the new screen shot
  3. AndyHodkinsonPrincesIT
    Hi @Victor Thanks for the info. I have given the role to one of our service desk analysts and refreshed their SM instance, but they're not seeing an option to restart the process. Does this only show when the call is in a certain status? Screen shots of analyst roles and a request. Thanks EDIT by Admin: Screenshot edited and removed private/confidential/sensitive information (names)
  4. AndyHodkinsonPrincesIT
    +1 - we are very interested in this also as it would make life easier for our service desk. Thansk
  5. AndyHodkinsonPrincesIT
    +1
  6. AndyHodkinsonPrincesIT
    Can someone tell me how do a restart a BPM in a live request please? We have some business processes setup that ask for a user to select a manager for authorisation, and some times they get it wring and enter the wrong name. Is there a way to restart the BPM so the analyst can enter the user again? Thanks
  7. AndyHodkinsonPrincesIT
    Hi @Dan Munns I have tried this in IE11 and Chrome v68, neither of them allow me to shift+block hight or ctrl+select emails. I can tick the emails individually (screen shot) but this is very time consuming when there are hundreds of emails to delete. Thanks
  8. AndyHodkinsonPrincesIT
    hi @Steven Boardman, thanks for the reply. Unfortunately on Windows 7 holding shift + block selecting (or ctrl+individually selecting) doesn't work. If someone can advise it would be appreciated as it is slowing our service desk down when managing the emails. Thanks
  9. AndyHodkinsonPrincesIT
    Can we add the ability to do wildcard searches against requests please? This works when searching for customer names and assets, but not requests. Thansk Andy
  10. AndyHodkinsonPrincesIT
    Can we add additional functionality to the email feature like the ability to order emails by subject or name? Can we also add the ability to select multiple emails at once in a simpler and more efficient way, other than manually ticking each email? i.e. hold shift and block highlight. Thanks Andy
  11. AndyHodkinsonPrincesIT
    We want all of our IT analysts to be able to send emails from a request, but we don't want everyone to be able to access the Email feature in Service Manager. Can anyone advise on how to split the access permissions for this please? Thanks Andy
  12. AndyHodkinsonPrincesIT
    I've resolved this myself by finding out which default email template is used when sending messages, and editing it. (found in the admin portal > Home > Hornbill Service Manager > Application Settings.
  13. AndyHodkinsonPrincesIT
    How do I edit, or remove, the default email template from emails sent from within a request? We have created snippets to show all of the information we want so don't need these extra lines. Also, it breaks when assigning to a team and then updating the request, as technically there isn't a call owner. Thanks Andy
  14. AndyHodkinsonPrincesIT
    Is it possible to add the Snippets option to the Resolve call feature within requests? This would be handy for the analysts to close calls with a generic statement. Thanks Andy
  15. AndyHodkinsonPrincesIT
    I would like to change the mailbox which authorisation emails are sent from, to our standard mailbox. I'm concerned that users may worry that emails coming from noreply@live.hornbill.com could be spam and ignore authorisation requests. Can this be done? Thanks Andy Hodkinson
  16. AndyHodkinsonPrincesIT
    @Chaz perfect, thanks very much Andy
  17. AndyHodkinsonPrincesIT
    Hi @James Ainsworth is there any update on this change please? As @Victor mentioned in an earlier post, if a new node for "Wait for NEW List of Request Authorisers", similar to "Wait for New Request Owner" node existed, it would probably fix the issue. Thanks Andy Hodkinson
  18. AndyHodkinsonPrincesIT
    I need to create a new role which allows a user access to create new bulletins and change the service availability for all of our services, but not have the access to edit anything else in the Service Portfolio area. I'm not sure which options to select when creating a new role however. Can anyone help please? Thanks Andy Hodkinson
  19. AndyHodkinsonPrincesIT
    @Steven Boardman @Chaz Thanks guys, I didn't realise I only had admin rights and not the super user role. Using the actual admin account allowed me to assign the role needed and I can now see the reports option in Service Manager. Thanks Andy Hodkinson
  20. AndyHodkinsonPrincesIT
    @Steven Boardman I have enabled the inapp reporting settings, but when trying to give a user the Service Manager In App Reporting role and press save, I get an error message. I have for admin rights. Can you advise please? Thanks Regards, Andy Hodkinson
  21. AndyHodkinsonPrincesIT
    @Victor I have tried the steps above but unfortunately I'm getting the same outcome. I have created a new scheduled job and assigned it to a team, which ran without any issues. I also edited the team and time for this and it worked again. It looks like the route cause is disabling a scheduled job and then re-enabling it again later, so I will start to recreate these and not disable them, but it would be helpful to find a fix in case we want to temporarily stop any scheduled jobs in the future. Thanks for your help
  22. AndyHodkinsonPrincesIT
    Hi @Victor thanks for getting back to me. I tried reassigning the scheduled job to another team, as well as an individual member, and rescheduled the job to run again, but both failed to do another. It looks like it doesn't even try as the log hasn't been updated. The groups and teams haven't been touched this last year. I re-enabled a few other jobs I had previously created and they also failed to run. It looks like they show the group assignment in the same way. Thanks and I appreciate any help or suggestions you can provide
  23. AndyHodkinsonPrincesIT
    I have have created scheduled jobs in Service Manager and initially they worked, but now fail or don't even attempt to run. We are in the process of migrating from Supportworks to Service Manager and I needed to recreate the scheduled calls that we use for the service desk to complete daily checks etc. Initially I created 2 scheduled jobs which seemed to work fine, so I then decided to disable them until go live, so that I wasn't flooded with activities and created some more. After I created around 30 more (scheduled date and times setup but in a disabled state) I thought it best to retest the first couple. When I enabled them and reset the start time, they failed to run or don't even attempt to run. The logs for these show that the assigned group doesn't exist even though I am able to select it (I've tried various groups). Has anyone experienced the same or have a fix for this issue please? I don't really want to have to recreate all of jobs I've already done. Please see the attachments. Thanks Andy Hodkinson
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