Adrian Simpkins

Hi Victor Thanks for the pointer, I did have this node in the correct place first thing this morning, but it was giving me this error so I moved the node after reading the recomended flow for 2 stage closure as it had get status prior to the suspend node. Moved the node back to its correct place and now its working as expected. Very strange ! Many thanks again

Hi Victor, Thanks, I will blank out the data in future ! Screen shots of the logic below - 1st image is the expression behind the 'Request Reopened by Customer' on the Hornbill recommended flow. The following 2 are the expressions behind the 'In Open Status' & 'In Resolved of Closed Status' on the other script which has no expiry option off the decision node. I have also included the config on the node - this is the same on both BPM's. Many thanks 1st script: 2nd script:

Hi Victor Thanks, I will raise this via the support team Many thanks

Hi I am still having problems trying to get the autoclosure function to work correctly when a Customer goes to 'All My Requests' and selects the option to advise 'It's still broken'. I can see confirmation the call is marked as 'Request has reopened' but then it closes the request. I have tried this with 2 different scripts. The first one has the recommended Hornbill approcach with 3 branches from the decision tree : 1 is No Match, 1 is expired, and the 3rd has the relevant expression under the Goto If. The 2nd has a condensed version of this where I have 2 branches - 1 has the relevant expression for Open under the Goto If, and the other has logic for both Resolved or Closed. When I run either of these scripts I can see both registering the Customer has marked it as not fixed, but the script seems to overlook this Open status and moves onto the Complete Stage and closes the call. Can anyone advise further please as this is not currently working on any of our Business Process scripts. Screen shots of the Resolved Stage as below along with the timeline showing request reopened, then followed by closure. FYI the script functions correctly if the Customer does not do anything, and expires / auto closes as expected. Also if the Customer clicks on 'It's Fixed' this works as expected and closes the call. Thanks !

Hi, Just wanted to see if there was any update at all on this please? Thanks

Hi Victor, Thanks for this pointer, I am guessing this may well occur on other Basic Users accounts and full Users if the import was not correct at outset. I will pass this onto our 3rd line team to review and correct Many thanks !

Hi Victor Thanks for the above, my account is showing an old manager, which is more down to the out of date data held within our AD I believe but it is showing my previous manager in the 'Manager' field under the tab named 'About' on my profile. I have attached a screen shot: Many thanks

Hi, I am getting the following error when I click on the Cog to view my account Settings : The value in element <userId> did not meet the required input pattern constraints. at location '/methodCall/params/userId' It is opening for other Users with no issues, just seems to be my account that it is returning this error on (I wanted to look through the settings as shown below from another Users account) Any idea why at all please? I have looked at my account and couldnt see anything out of the ordinary.

Hi Chaz I have checked this again today, and I can access the View Details Forms on other Services, but can not open it on this particular Service ? Below 1st screen shot is the View Details Form opening on one Service, and the second shows what I am getting when trying to open it on other Service I could not see any obvious difference though as to why it opens on one, and not the other ? Thanks

Hi Chaz Thanks for the response, strange as it let me open it and amend it earlier ! I will check the rights again, and try opening it again, Many thanks !

Hi, we currently have 2 instances of Hornbill, both of which are on the current latest build for Service Manager. However, one of the instances will not let me edit the 'View Details Form' on the Services/Catalog page - when I select it I just get a window with the name of the Service as below. Can anyone advise why this is happening at all please? NB I noted this was not working last week, and I was hoping it may be due to this instance not having been updated since December, but it has now been updated to the latest build, Initially I was able to go into it about 15 minutes ago, then when i came out of the View Details Form window it will only now display the below message. Thanks !

Hi Victor Thank you for advising, I have corrected the source code behind the variable and I am testing it again now. Many thanks for the assistance !

Hi Victor Thanks for confirming, I will raise this on the Support Portal as advised Many thanks

Hi Victor Thanks that is now suspending as expected - not sure if I clicked on the Focus tab as I have it set on other scripts with this flow but I may well have done Many thanks

Hi Victor It is just showing the variable as per below screen shot. I have tried deleting the variable then reinserting it from the picker list but still just shows the variable in the output email. Thanks

Hi I have a script with a suspend node setup (screenshot below) which appears to be ignoring the suspend node. This was working yesterday with no issues, but after an update last night to the latest build of Service Manager on our MEHT instance, the script appears to be skipping this suspend node and is just going straight onto the Complete stage as it is seeing the request in a Resolved state straight away, and moving it to closed (previously it was suspending the call for a set period before moving onto the decision node). NB I have this set to an hour suspend for testing purposes. Also the instance of Hornbill had not had an update since December and it was updated to the latest build last night. Can anyone advise further at all please?

Hi I have a total of 6 email templates as part of our normal workflow, and all are displaying the Variable data as expected apart from the intial Call Confirmation email template I have setup (layout below). I can not get the .H_datelogged filed to populate - this email is being called after the below steps are completed so I am unsure why it is not finding this data to populate - can anyone advise further please?

Hi Guys Sorry for some reason I didnt get a notice that this was updated, so thanks again for your assistance as always ! Reading through the above comments have i understood this correctly that at the moment the Resolution text which is set when a request is initially resolved will always populate even if we insert a node with blank Resolution text? Thanks!

Hi, We currently have the recomended process setup for 2 stage closure set on our scripts. I wanted to check that if a call is Reopened by a Customer, currently it seems that as a User I can see the call reopening, and I am getting a Resolution box as expected to address any issues raised by the Customer, but it seems that this Resolution field appears in a 'locked' down state and I have to select the 'Edit' button to be able to amend / input new resolution text. I wanted to check that this is working as expected or is there anyway to have a new empty Resolution field appear, or will it always pull the resolution text already set from the intial Resolve action, and our Users will always have to click 'Edit' to amend / update the resolution text? Screen shot is as below Thanks !

Hi Martyn Thanks, that looks perfect, I will have a read through. Many thanks

HI James thank you for the above shortcut. Is there anyway to identify calls that are 'orphaned' and we do not know the reference assigned to the call at all? For example a Customer raises a call, and the BPM failes - would these just show in the Request list for a User to pickup and then assign to a Service/Team etc? Many thanks

Hi Victor/James Thanks for the update, I can only presume that previously the Users were granted this role as they are all adamant they could reopen requests! Unfortunately I was not involved in this instance until recently, and I don't think anything has been documented as to the changes made to roles / settings etc ! I will let them know it is only something the Manager of the team should have, or I will look to create a specific role. As an aside I already have plans in place to update their scripts to flow as suggested by you James, thank you for the pointer ! Many thanks

+1 here too Please ignore this, just realised I had +1 it already Been a long day !

Hi Martyn Thanks for confirming the above, I will move onto updating the other requests with the same flow / coding behind it. Many thanks for your help, much appreciated !

Hi Victor, Sorry forgot to attach the below - this is what the User is seeing on the Resolution tab. One thing I have noted is that this instance has not had an update since January (build 1401) so I was not sure if this could be affecting it. Thanks