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Steffen

Supportworks Users
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About Steffen

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  1. How do you get this added to recommendations, I've seen other ITSM systems that integrate with Teams
  2. How do you increase the size of the CSV export? We can only export 1000 lines
  3. This seems to have automatically fixed itself after doing an application update. Must have been a bug.
  4. Hi For some reason I can't assign a request, it looks like it does it but when you look at the whole list it is still unassigned, this is stopping the next part of the BPM. please see screen shots. Assign - blank not assign, refresh, is assigned, go to list not assigned Steff
  5. Ok thanks, I completely deleted the Workflow and made a new one and it still comes up with the same error. How do you update a workflow to use an existing calendar?
  6. You can't choose more than 24 hours, if what you are saying is correct I would need 50 hours, do I just have to do the maths then I.e. choose 2 days and 2 hours? Also the BPM is now getting this error message after I deleted all of the other calendars and just kept the ServiceDeskDefaultCalender Xmlmc method invocation failed for BPM invocation node 's1/flowcode-324b81c4': 0200 apps updateReqPriority FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqPriority): nodeName: Invoke Flowcode: Escalate Request; nodeId: 8bb8e0a7-89cc-464d-b83a-00954db2d
  7. When selecting a Priority on SLA the resolution time it isn't correct. E.g. P5 is 5 days and the start date is 5 Dec result equals 22 Dec. It should be 11 Dec. I've checked the associated calendar and it looks fine.
  8. Hi I would like a quick guide to come up when a user is logging a ticket. I'm pretty sure I have seen this on demos. The example I have is from customers point of view: 1 - Visit Portal 2 - Click Application Support 3 - Click I can't login 4 - Choose Application 5 - To the right there would be a guide 6 - Did the guide work? 7 - YES - End (or log a completed ticket so we have a record of use) NO - Log ticket requesting support Thanks
  9. Hi Does anyone use Service Manager for HR case management? Specifically grievance, disciplinary, performance and sickness. We would like to see it in action if you do.
  10. Hi James There wasn't any checklists assigned to any tasks...… so I added a checklist to the problem task and that has fixed it, bit of a workaround so must be a bug that could be looked into. Happy that it is working now though. Thanks
  11. Hi Could someone tell me why this message is coming up please The specified task 'TSK20191022000006' is configured to not allow completion, if progress is not 100% All fields have been completed in the task.
  12. I noticed on a recent update that you can now send a notification to users when their ticket has been updated. I think this will start encouraging people to visit the portal, so would like to set it up. I have tried but cant get it to work. Please could someone point me to a guide or explain how to do it.
  13. Hi How do you display change requests on service portal? It only seems to display service and incident request
  14. I have managed to set up an email routing rule that will raise a service request for any email sent to change@... The idea is for staff to raise a change request using a word change request form which will be stored in SharePoint and reviewed. If a change is authorised then a change will be raised in Hornbill and follow that BPM. The problem I have is that the word attachment gets removed when the ticket is raised in service manager All help appreciated - or recommendation on how you deal with Change Management that isn't just IT related.
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