Adrian Simpkins

Hi Steve They are both external customers to MSE so I will have to get some more details from them. I did suspect something on their network side is blocking it, but we have other external customers from the same Org who are not having any issues like this. I will go back and get some more information Many thanks as always Adrian

Hi @Keith Stevenson the 2 affected external customers have come back and confirmed their network is not supplied by BT. Any other reason they are getting this error if not using BT please? Many thanks !

Ah thanks, I looked everywhere but the service doh. Many thanks as always

Hi All In one of our processes we use the authorisation process with the Tentative option enabled to allow our finance teams to reassign an authorisation to another finance team if required. When they select Tentative Service Manager then focuses on the authorisation reassign node, and I noticed that it always marks me as the associated owner. I have checked in the BPM and could not see how I could change this / could not see how it is set. There is an Auth owner field in the node as shown below, but this is left blank at the moment. Ideally I want to change the associated owner to either be the current owner of the processes in another team, or for it to be blank. Any idea on where I can change this please? Many thanks

Thanks Keith, that would make sense ! I will check this with them both now Many thanks as always

Hi Keith, I will have to check further with them to confirm this. I will email them now to see if they can confirm this Many thanks

Hi All, I have 2 external Contacts/Customers using our https://customer.hornbill.com/mse portal who have both registered previously but now when they go to access the portal they are getting the below error message 'Could not load portal configuration' I have done a remote teams session to one of the affected users, and cleared down their browser in Settings, but after doing this she still gets the same error. They both registered to the portal in 2022 but due to an issue with their organisations they were just registered, they have not requested any access. I did a review of all our external contacts recently, and these 2 were picked up as at the time they registered we were not enforcing the org list, and as we control access via the Organisations I am trying to get them setup now. Any ideas on how to remove the error message please? Many thanks Adrian

Hi Gerry - yes the connection node in the BPM is where I would like to be able to connect the group/team Many thanks !

Hi James, Thank you for the response - after reviewing your comments I have checked my settings direct in Edge, and it appears our default is US English so changed this and I now see the correct spelling, so authorise is correct and no longer suggests authorize Many thanks as always

Hiya, Not a massive issue but I note on occasion that the spelling check defaults to an American spelling for example Authorise is always highlighted incorrectly and advises me to change it to Authorize which is the US spelling. I have checked the language settings and seems to all be set to GB so is it possible to set the spelling to UK rather than US ? Many thanks Adrian

Hi Steve - app.request.allowResolveCloseWithoutAnalyst is currently set to OFF - thanks

Thanks Steve - I will gather some examples and raise a ticket then as we are seeing linked requests with no owner being resolved by the parent, and child requests on hold being resolved via the same action. Many thanks as always

Hi All I am just looking for some clarifications over resolving linked requests please. Normally if its just a single request with no owner assigned the system will prevent the request from being resolved until someone is assigned. However, I have noted the scenario below, and just wanted clarification on how the system would handle this please: - Parent request with an owner has child requests linked with no owner. Would selecting 'Resolve this request and all linked requests' override the setting where normally it would refuse resolution without an owner? I am presuming it does as I have 2 requests with parent / child requests without owners that were moved to resolved. - Would resolving the parent request also resolve the child request if the child request is on hold? Many thanks as always Adrian

Hi Steve Yes good point that I had not considered, if the snippet is just used anywhere there would be the high probability of a missing custom data field / difference in custom data fields. It would only work really if the template is used against a specific service. If the list could be reviewed to see if there is any way to expand selection options that would be great Many thanks as always Adrian

Hi all Currently the Snippets template builder has a limited number of injectable data options. Would it be possible to enhance the snippet builder to include custom data field values at all? The reason I ask is a few of my teams use the data the customer has provided when raising the request, and these are written to a custom field. The teams have to manually type these values into the snippet text so if we could inject custom data fields as well this would lessen their time when resolving a request and reduce frustrations. Many thanks as always Adrian

Hi Steve all looking good here - thank you for the prompt action as always

Hi Steve - still seeing no global statuses in our services, just the status created against the service are showing. thanks

+1 for us too - I missed this post in my haste !

Thanks Martyn I missed your post

Good morning, I have had a couple of users report this morning that the normal on hold / off hold values they see are not available / been removed. Has anyone else noticed this today? Unfortunately I am unsure what values were set against each service so reinstating these will be a task. Has something been implemented that would knock these values out please? Many thanks Adrian

Thanks Jim, probably one of the few roles I didnt look over lol. Found it now - yes not something I would want to share out to all. Many thanks for the help

Thanks Jim - I think thats the application right I am looking for but struggling to locate it - would you know what Role it would sit under?

Actually ignore above I think I have worked it out She wanted multiple staff to have access to update the shared snippet so I am presuming who owns it influences how it displays in Manage Snippets?

Hi All One of my team managers has shared snippets with her team, but they do not see the Shared with Me option in Snippets. However if the team members create one and share it back to the manager this does appear for her. It normally works both ways from previous experience, so just trying to work out why her shared snippets dont show for her team - screen shot below shows what the team members see: And the manager sees this: Any idea why not showing for her team members please? Many thanks as always

Thanks Steve - if i see another example I will raise it over