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stevebissex

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Posts posted by stevebissex

    Customer Information not passing through to linked call

    in Service Manager

    Posted · Edited by stevebissex
    add a screenshot

    linked-call-error1.thumb.PNG.8ad7252fc761a906adc18de142bd6300.PNGlinked-call-error1.thumb.PNG.8ad7252fc761a906adc18de142bd6300.PNGHi

     

    I have a Service Request workflow, which creates a Linked Incident, but the information regarding Customer and Response time is not passing through to the linked call - see pics

    I have tried - leaving Copy Customer to Auto or changing it to manual or using the variable but still the information is not passed through to the call that it created

     

    this happens on both linked Service Requests and Linked Incidents

    any suggestions would be helpful

     

    Steve Bissex

     

     

     

    linked-call-error2.PNG

    linked-call-error3.PNG

    linked-call-error4.PNG

    linked-call-error5.PNG

    Since new Board app introduced, i am unable to put a card onto a Board from the workflow

    in Board Manager

    Posted

    Hi James

     

    I have uploaded the workflow and a pic of the Board as i want it setup, I want to move the card across the Board as it reaches the stages within the workflow, the one for the close at the end.

    It would be great if you could get it working, we are getting lots of these calls and its a pain for the guys on the Service Desk to have to move them all manually across the Board at each stage in the process

    Honestly, this took me no more than 5 minutes to set up on the old Boards which we have been using up until last week, now we cant use that anymore and we have a few workflows with Boards that wont work anymore as well as this new one.

    Steve

     

    Legacy Kit 2 Board layout.PNG

    after receive kit at site tasks (move card on Board).PNG

    after arrange pickup tasks (move card on Board).PNG

    ipo---legacy-home-kit-return---v2.draft.bpm.txt

    Since new Board app introduced, i am unable to put a card onto a Board from the workflow

    in Board Manager

    Posted

    Thanks James for your reply but still cannot get it to work, I have the following error now (see pic 1), with the node setup as in pic 2.

     

    It doesn't see very logical to me, it worked so easy on the old boards but now this new Board application (just rolled out), makes things very complicated, i think I will have to resign myself to having to move the cards manually within the call, which is a pain as there are going to be loads of calls logged.

    What does it mean Board Id not expected, also in your previous example you have Service Manager not Board Manager

    1478227099_boarderror2a.thumb.PNG.5d9cc7e5ef0a00aee8d065df153a439d.PNG2035403001_boarderror1a.thumb.PNG.86cd29ba385abde52eca1a5f2afca96b.PNG

    Since new Board app introduced, i am unable to put a card onto a Board from the workflow

    in Board Manager

    Posted

    Since the new Board app introduced, i am unable to put a card onto a Board from the workflow or indeed then move that card across to other columns. This was quite straight forward in the old Boards but I have tried all combinations and I am unable to get this to work.

    Has anyone actually got an example of it working, rather than a suggestion, I am getting this error at the moment (see first pic).

    My node is setup as in Pic2 and my Board is setup as in Pic3

    NOTE, this is using the new Board App which is accessed from the Board Icon

    I have also tried several combinations as in pic 4, but nothing seems to work

    board error1.PNG

    board error2.PNG

    board error3.PNG

    board error4.PNG

    Auto tasks not appearing

    in System Administration

    Posted

    Hi,

    I am attempting to create some Auto-Tasks and have been able to create them OK, but when I try to attach the Task to a Button within a call, there is nothing in the drop down list

     

    The Auto-Task is published

     

    I am able to put in a weblink and that works OK

     

    Is there anything I need to setup, to enable these Auto-Tasks to appear

     

    Thanks

     

    Steve

    Intellectual Property Office

    20/11/20

    auto-task problem.JPG

    Email template custom fields not always populating

    in Service Manager

    Posted

    When creating Email Templates with custom_fields, it sometimes populates and sometimes doesn't.

     

    As far as I can tell Its related to how quickly the email client (Outlook), picks up the request.

     

    If the email is sent within a few seconds, then the custom field is not populated, but if there is a delay of a few minutes, then the custom field is populated correctly.

     

    is there a way to perhaps delay the email being sent so that the custom field has tome to populate properly.

     

     

     

    Switch Captures not working

    in Service Manager

    Posted

    Hi

     

    I have an issue with Service Manager and I would like some help.

    I have created several Progressive Captures, that work independently and on each of these my calls are logged with a Description and a Summary, and the correct category and priority etc however, I have now created a new Progressive Capture which in fact redirects the users to existing Progressive Captures depending on the answers to the questions, however, once it calls the Switch Captures and the user completes it to log a call the Summary & Description and Category and priority fields are not populating as they did on the individual Prog Capture and also the call isn't being properly auto assigned.

     

    I know that it must be a setting that I am somehow missing  (maybe in the system settings so that the Switch Capture can take all the relevant information into the call

     

    Steve Bissex

     

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