JoanneG

Good Morning Can someone point in the direction of the permission you require to be able to edit answers on questions... on a request... As an Admin, I can make changes just potentially looking at Service Desk being given permission to just tweak info like updating a phone no. or adding more information. Many thanks Jo

Good Morning, thank you for your help... Yes I have to the rules set to Off... We also have to two-stage closure setup, however on receiving the Resolution Email, the user has just replied to the message, instead of reading it and clicking on the link which would take them to the portal to allow them to then reopen the request. I was just wondering if there was any other options... I will look at editing the resolution email..

Good Afternoon Please can someone advise me on the change I would need to make on the Business Process, for the following scenario: On a request Status being either Resolved or Closed, we are having some users replying to emails which is updating the requests, however when this is happening we aren't be notified of this update. Is there anything we can put in place to give us an update..

Thank you swapped that around... now working...

On looking at the request list for the First Time Fix requests the SLT is showing clear, because the request as been fixed as being logged, I was thinking this should be Green and not clear... is there something I'm missing?

We have a Business Process for a First Time Fix, however we've had a query were it is showing that it has breached, due to the Resolved By details not working. One looking at the request, within Information it isn't showing the Service Level information i.e. Response Time and Resolved Time (completed times) like it does on normal request (as per screenshot below). Just wondering what I am missing from the business process... Thanks in Advance.. wwl-new-incident-ftf-process-service-desk-ad-pwd.draft.bpm.txt

Please can anyone advise, can you do a Bulk Update of Existing Assets i.e. update the existing Asset State to "Archive"

Also please can I just ask... would there be a possibility of an auto rule linking an asset which is within the email body of information?

Hi Steve, I think it is working... with the above..

How would I associate a Business Process to the Rule... I have an inbound routing rule which is linked to a routing rule template.. On the Template I have linked it to a service and catalog item which has a business process behind it then will automatically resolve / close the request... would this be correct?

Good Afternoon Please can you provide advice if I can setup an Routing Rule for a Request to be Logged and Resolved. I have Routing Rules already however they are just for logging a call.... Thank You

Good Afternoon We are wanting to create a report which is based on a board we have on Hornbill which uses the Stage Information on the Business Process to populate..., just wondering if it would be possible to do? I have attached the Change Board view and Change Business Process.... to try and assist... From the Change En board image, there are 5 stages, Awaiting Triage, Information Gathering, Approval, Implementation, Review.... The information is pushed from the Business Process, but just wondering how we could use this on the reporting... I can only think of the Status but that would just be New, Open, Resolved... but the Information Gathering, Approval and Implementation would have a status of Open, so not sure how you would be able to distinguish the different stages... (Hope this is explained ok...)

Thank you Victor

Please can you advise on the following error on a Business process, it has been working on other requests, but this one is bringing up an error : Status : Failed Last Updated On : 19 04 2022 17:11 flowcode ("s1"/"flowcode-a58adab4") execute: at 1/113: "Uncaught TypeError: Cannot read property 'outcome' of undefined" ((function(s){ return false || s !== undefined? s: "" })(global.email_auth_node_state["emailApproval-9b30c187"].outcome))" ---------------------------------------- ((function(s){ return false || s !== undefined? s: "" })(global.email_auth_node_state["emailApproval-9b30c187"].outcome))

thank you

Thanks James for the information...

Good Afternoon Please can someone advise me on the change I would need to make on the Business Process, for the following senario: On a request being within the closed status, we are having some users replying to emails or updating requests even though the status is Closed. When this is happening we aren't notified of this update. Therefore I am looking at setting up a reply email if possible, to request the user to log a new request or contact the service desk.

Good Afternoon, I am just wondering if there is an audit trail, when making changes within administration. For example if a Team within Organisation has the "allow task assignment" turned off, would this be recorded somewhere?

Thank you Steven

Good Afternoon Please can someone provide me with some advice, we have a Business Process created for requests for new Starters within the organisation. However when the Line Manager is authorising the request, if they choose to reject the request, they then are required to put a reason why the request is being rejected however this is not updating on the Timeline which I am wanting...

Thank you our issue has been resolved..

Good Morning, we are also having the same issue...

We have setup Auto Routing on server emails, which has been working without an issue but on 2 calls in the last week, we have received the following error: Status : Failed Last Updated On : 23 09 2021 03:08 Xmlmc method invocation failed for BPM invocation node 's1/flowcode-8e38b680': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>updateReqStatus</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request; nodeId: d044b73a-fbba-422c-aac1-db6b754b8438; At 501/1: &quot;Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] Failed to commit database transactions&quot; throw(e); _fc_node_exec_d044b73a_fbba_422c_aac1_db6b754b8438</error> </state> </methodCallResult> I have checked the Auto rule and Auto rule template, Business Process and Progressive capture... but with this only happening on 2 calls out of at least 100 or more calls... can't see it being configuration issue... Can anyone advice on the error? Thank you in Advance

Good Morning, If possible please can someone provide me with some advice. We have setup a Routing Rule, and linked a Routing Rule Template, but we are wanting to link the request to an asset for example a server. How do you do this... on the template for the Template, it is saying Assets Template Details.... tried to add the asset name in here but it doesn't accept it... How would I be able to link an asset to this rule?

I'm having the same issue, some of my services are missing... from the Service Manager... I have checked all permissions and visibility and all looks ok