Will J Douglas
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Enhancement Requests
Posts posted by Will J Douglas
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Hi,
Over the last week or so I've had a number of requests where the business process has failed with an error. It has failed on different nodes including nodes completing basic activities such as changing a request status.
Its not happening on a large number of requests, maybe 8 in the last week but when it happens it leaves the request without an assigned team.
Latest example today:
This business process has failed at a node which assigns the owner based an engineer id assigned as the Site Engineer for a site.
In each case this issue has occurred, when I manually restart the failed business process it goes through successfully which suggests this is a transient issue and not related to the configuration.
This has only started happening in the last week or so.
Regards,
Will.
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@Steve Giller I've got around this issue.
It seems that people were trying to attach saved copies of e-mails into the form as when they copy / pasted it was cutting off the information in the e-mail notification.
This was due to me copying the Notes field into a Custom Field which has a cap of 255 characters.
I've ensures the notes field is capture in the Request Details and linked the Request Details / Description as the variable in the e-mail template.
This now allows entire e-mails to be copied into the Notes field which then get copied to the e-mail and forwarded on.
Based on this I don't think we need to be able to forward attachments.
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We have a service within Service Manager to log any potential sales leads for our business. When logging these sales leads our teams want attach files to the request ( not in place at the moment but it has been requested)
The process then fires off an e-mail notification with the details and closes the request.
The person responsible for picking these leads up just receives an e-mail notification and a summary report as they are just a basic user.
They pick these leads up and load them into PipeDrive for future tracking but currently don't have access to the attachments unless they are forwarded separately.
We don't really want to license Service Manager for the user as most of the work is done in Pipedrive and we have a separate license there.
Regards,
Will.
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Hi,
Is it possible to add attachments that have been uploaded into a request as attachments to an automated notification e-mail?
I've had a look at the forums, wiki, and applications and can't find anything to suggest whether it is possible or not.
Regards,
Will.
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Thanks for the update.
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Hi,
It doesn't seem to be possible to go back to edit a completed project task or un-complete to allow editing.
This is somewhat frustrating as it seems to be necessary to delete the task and recreate to fix something as basic as a typo.
Regards,
Will.
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Hi,
I have incorrectly configured a task dependency when setting up a new project task but I'm now unable to remove.
I select the blank on the dependencies dropdown and click on Update but when I got back into the task the original dependency is still there.
Regards,
Will.
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Many thanks, I hadn't noticed the Add ( or Add ) buttons nor realised my mistake.
I've tested and its all working okay now.
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Hi,
I've filtering a report to reduce the data return as we've hit the row limit of 10,000.
When I apply they filter it doesn't seem to work.
This is the filter. I've tried various combinations of date format (e.g 01/01/2020, 2020/01/01) but it doesn't seem to work.
The date I'm getting back still contains requests logged in 2019
I've tried using between clause, a greater and less than clause, a like %2020% clause but none seem to be working.
Regards,
Will.
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Hi,
My existing progressive capture doesn't request site selection - it just defaults to the users configured site but I'm trying to set up a new progressive capture and business process for users who are in cluster site roles.
I have configured a custom role called Cluster Role and configured the new progressive capture as below:
This works so far. If I configure a user with Cluster Role - it presents the Select Site form.
However, this selected site seems to be overwritten by the site configured against the user account (or no site for the cluster role test account I am using) when the request is logged.
I looked into changing the business process to pull in the progressive capture answers but this is only show custom form answers and not the answer select on the site selection form.
I'm sure I'm missing something here, any advice?
Regards,
Will.
Any advice on how to get this to work? I'm sure I'm missing something somewhere.
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Hi @Mary
He doesn't explicitly have the Self Service Request Cancel User role but neither does he explicitly have the Self Service User role and he can add people to that role without issues.
Surely an Admin role should provide access to add / remove all roles? Either way it seems to be inconsistent.
I've added him into the Self Service Cancel User and it has fixed the problem but this suggests something wrong with the code if it not the same for other roles?
Regards,
Will.
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Hi,
One of my colleagues is unable to add users to the "Self Service Request Cancel User" role.
He is configured with Admin role and can configure all other settings in Users, including adding to other roles.
He gets an error: You cannot create or update the role as you do not have sufficient permissions to set the application rights.
Regards,
Will.
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Hi,
Are there any plans to add functionality to allow attaching documents to users (in particular Basic Users).
Our HR team is proposing use cases which would ideally need this functionality. It is already possible to attach documents to most other entities (requests, activities, assets, suppliers etc), adding functionality to attach documents to users would open up other use cases such as loading employee contracts, performance management, development plans etc.
Regards,
Will.
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@AlexTumber , thanks for your reply.
I'm in GMT+4 time zone (Dubai) which is probably why the times are 4 hours ahead.
I found these settings:
So our time zone is set as Arabian Standard but it looks like although Service Manager is respecting the time zone, Project Manager isn't.
Regards,
Will.
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Hi,
When creating a new task, currently Project Manager defaults to Start times of 13:00 and Due times of 21:00
Where can I control these defaults? Typically I want the start times to be 09:00 and the due times to be 17:00 and I'm having to manually adjust them at the moment.
Regards,
Will.
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Hi @AlexTumber
Yes that is correct.
Only 1 Milestone icon and hovering over it shows only one of the Milestones.
I changed them to have exactly the same Date / Time due date and its still the same, only one shows.
Ideally a double stack of Milestone markers with separate tooltips would be great, but failing that having them both display in the tooltip would be an improvement.
The other thing I noticed is that when a task isn't started you have to hover exactly on the edge of the Task lines to get the task tooltip on the Gantt chart, if you hover in the middle of the Gannt chart line it wont display
However, when you have completed at say 25%, where the bar is partially shaded to display completion progress, you can hover anywhere in the "shaded" section of the line to display the tooltip.
Regards,
Will.
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Hi,
It appears that if you have 2 milestones due to complete on the same day, only 1 will display on the Gantt chart view.
Is this by design, or is it a defect?
I've noticed in the past that Project Manager will treat Milestones in strictly chronological order.
This doesn't always work for me as some of my projects have multiple streams with concurrent milestones.
I've worked around this by defining those streams as projects in a programme but the problem doesn't seem to give me a way to produce Gannt charts of all project streams within the programme.
Regards,
Will
Urgent - Service Manager Services Filtered by Subscriber Are Not Showing in Employee Portal (Approx. 90% of Services for us)
in Service Manager
Posted
Hi,
We have an urgent issue - this morning only a small percentage of services are showing up in the customer portal. It is affecting all users.
Where we have filtered service subscribers by division or department, the subscriber list just shows "department" or "division" instead of the actual department or division name.
As we filter the vast majority of services, this means our Employee portal is effectively down as no-one can see any services.
Where we have filtered by user it seems to be okay but not by any other organizational unit.
Regards,
Will.