[Create Variable from Email Content]

Thanks @James Ainsworth,

 

i have done a few tests and that appears to be working. I see there is a character limit tho. At first i was looking at From = 21 To = 6 and i was not getting the results back. After i changed it to From = 0 and To = 6 and it was pulling the information i needed in.

Do you know if there is a way to Prefix the outcome? i will need to add "EMP"to the obtained variable.

 

Thank you for your help 

[How to Suspend a change request to Expire after the change end date]

Hi @Victor,

 

Did you manage to find a way to do it? If not, is it possible to add this as an enhancement? i would be very useful to have a suspend option that will move on once to the end date / time has past, this can then be automatically moved into a Review / Verify status.

 

thanks,

Sean

[Need a way to reassign ownership of snippets]

+1

[Create Variable from Email Content]

Hi,

 

is there a way to create a variable to be injected into a custom field / BPM from the contents of an email.

 

Example - our HR system sends an email to HB for a starter / Leaver. The customer in HB is then the HR system. I want to be able to take the name or Employee number from the email body and automatically change the customer to that new starter / leaver.

 

Thanks,

Sean

[How to Suspend a change request to Expire after the change end date]

Hi @Victor,

 

Thank you for this. I have taken a look but i don't think the status of the request will change after the scheduled end date has passed. I can see i can suspend the request to get the user to enter the Scheduled start and end but what i am looking for is the request to stop and wait till after the end date has passed then move to the next step.

 

I hope that makes sense.

 

thanks,
Sean

[How to Suspend a change request to Expire after the change end date]

Hi,

 

is there a way to suspend / expire a change request a certain time frame after the end date?

 

the aim is for Standard changed to automatically resolve 24 hours after the end date of that request as successful unless the user has entered that request and set a different status.

 

thanks,

Sean

[Human Task Reason added to Email Template]

Hi,

 

I have been looking to add the "Reason" entered into a human task to an email template after the task has been completed. I see there is an enhancement to have the Human task outcome linked to a custom field but is there a way to get this without the custom field?

Thanks,

Sean

[Human Task - ability to insert initial values into Capture Outcome Fields]

+

[Display the Scheduled Start date on Email Templates for Changes]

@Steven Boardman

 

perfect, thanks Steve. When i saw these i thought they were the same as the "Request" Requests  

[Display the Scheduled Start date on Email Templates for Changes]

Hi @Steven Boardman,

 

I managed to remove the error. I added the template to the Change request an it now pulls in the start time and End time.

 

It has stopped pulling in the summary and description, i assume these are Service request variables? Is there a way to pull them in, i have had a look at the entity viewer on changerequest and i don't see a summary. there is h_disruption_level (Disruption Level) but that doesn't sound like the same thing.

 

thanks,

Sean

[Display the Scheduled Start date on Email Templates for Changes]

thanks @Steven Boardman,

 

I seem to be getting an error message now. Would this fail if trying to send to an external email address?

 

 

[Display the Scheduled Start date on Email Templates for Changes]

i have tried adding the below but no luck  

 

Start: {{.h_start_time}} Finish:{{.H_end_time}}

[Display the Scheduled Start date on Email Templates for Changes]

Is there a way to display the Scheduled start and Scheduled Finished Date / time  for a changeon an email template? 

 

Currently looking through the variables i can't see anything suitable to insert.

 

Thanks,

Sean

[Email Updates to a Request]

@Deen Do you have a link to the enhancement section, i have looked but with no luck.

 

thanks,

Sean

[Email Updates to a Request]

Thanks @Deen.

 

I will get this added to the Enhancements then.

 

[Email Updates to a Request]

Hi,

 

I see that when an update to a request is done to the Update action with the Enable Notify Customer selected it will send an email to the customer to say there has been an update to their request. 

However if a user updated any of the other action items, except the email action, there is no notification sent to the customer to say it has been updated.

 

A work around at the moment is to preform the action on the action Tab (Attache an attachment) and then update the Update Action tab to say this has been done.

 

Is there away to get an email notification when other action items have been used.

 

Thanks,

Sean

[Error message opening a call in Service Manager]

+1

[Add a team as a Connections]

Hi @Steven Boardman ,

 

The plan is when a high priority incident is logged for a certain product it would then add a team of connections to that request. Then everyone who is impact or interested in that would be automatically added. If this is done at a team level we will not need to amend the BPM to add these people as connections.

Thanks,

Sean 

[Add a team as a Connections]

Hi,

 

Is there a way to add a team as a connection, currently i can only see a way to add individual users?

 

Thanks,

Sean