AndyHill

@Mary Thanks will take a look at that. @Victor For the new self employee portal I want to provide one button for logging a fault. That opens a PC that queries the area of the fault; Windows, Hardware, SAP etc. A lot of these options will use the same BPM but in some cases I want to split off to another BPM for example for SAP. The steps I would want a SAP fault to take completely differ from that of say a Windows fault so I would like it to have its own BPM. Currently if SAP is selected in the initial PC I spawn it off to another PC assuming it would use the BPM associated with that PC.

I have setup a progressive capture (PC a) whereby if someone selects a particular question in the capture questions it switches to an alternate progressive capture (PC b) which works great. My problem is that after completing the second progressive capture (PC b) the call is still logged using the first PC's BPM (BPM a) I was expecting the system to switch to the second progressive captures BMP (BPM b) Is there anyway to do achieve this so that if the PC switches from a to b then it logs using BPM b instead of BPM a. Without this the PC switch is a little useless for my current use case.

I have been cleaning up the selectable categories when creating and resolving calls. So far I have only touched the creation categories but have noticed where I have deleted some (that are no longer required) the old tickets now show no category. I would have thought the old tickets would have still retained the old category information as (incorrectly) assumed they would have taken a snapshot of that when logged and not live update when categories are changed. Before I go ahead and start messing with the resolution categories am I going to see the same issue. Is there a way to hide category items to avoid this issue but make it so people can't select them? Obviously old tickets losing the information makes legacy reports kind of useless.

Morning all, I have a progressive capture as below that depending on a particular question routes the users to an alternative progressive capture. This works absolutely fine except that because of the decision it shows Next rather than Finish when the users are logging tickets. If I remove the decision in the Progressive Capture then I get the Finish button as expected rather than Next. I am guessing this is some sort of back end decision making that needs reviewing as to when to present the Finish and when to present Next.

Our portal appears to have come back from the dead now.

+1 our portal is currently only showing logo and footer.

@Daniel Dekel I have looked at the wiki and it just says the below "The Header Background can be configured to set the height and the color, or add a background image. The size depends on many factors like if the background is a pattern or if it has details, but to give general an idea; 1024 x 300 pixels. It can be of any web format such as JPEG or PNG" I have tried the general idea dimensions and again it just gives a zoomed in view of the image even after i modify the image to be the exact dimensions listed 1024x300. It makes it very difficult to design a banner.

Does anyone know the dimensions of the banner at the top of the employee portal. I know I can adjust the pixels to 170 but all that does is show me a section of the image. I would like to know the official dimensions so that I can design the image to fit rather than having it zoomed in on. The wiki gives an example dimension and when testing that it still wasn't right.

@SamS Hi Sam, yeah telephoneNumber is now no longer working. I switched it out for businessPhones which does work but because businessPhones is an array it puts the number inside [] which just looks a little untidy as where users haven't supplied a number they now just have [] showing.

@Mary Yup checked and definitely have that in the file.

I noticed in the latest version of the Azure Import Tool we have switched from the following values. "Phone": "{{.telephoneNumber}}", "Mobile": "{{.mobile}}", to the newer values of "Phone": "{{.businessPhones}}", "Mobile": "{{.mobilePhone}}", These both import the values i would expect but because businessPhones is an array it imports with the [] around the entry. Is there anyway to remove these brackets as it looks untidy?

@Graham I was able to re-run the ITOM automation job from ITOM Job Queue but by BPM's that where waiting on it are still stuck at the obviously before re-running from the Job Queue i did try restarting the BPM but it was not to be. If this where to happen again in the future what is the best way to get that automation to kick in/move on without having to cancel the BPM?

@Graham We have definitely paid for the unlimited allowance of ITOM jobs.

Realised the fault here is that we have apparently exceeded our monthly allowance which makes no sense as we have only done 11 automatons this month.

This morning our Automations appear to have hit some sort of issues as all BPM's that have automation are hitting the automation node and not progressing. They aren't reporting back an errors and I am unable to resume or restart the process. The SIS is showing up and running. Log doesn't have much to go on either. 2.222846s INFO Execution Step: currentStage='stage-5c5af4ca-0f95-4184-4342-6415ee52b3dd', currentNode='flowcode-5fdc74d1', suspended='false' 2.222864s INFO Unsuspending process at node 'Automated Task' (id=flowcode-5fdc74d1) 2.413357s INFO Unsuspending process at node 'Automated Task' (id=flowcode-5fdc74d1) 2.413369s INFO Process Flow Transition from 'Automated Task' (id=flowcode-5fdc74d1, type=HornbillAutomatiomn) to 'Decision' (id=decision-013a215c, type=Decision) 2.680600s INFO Execution Step: currentStage='stage-5c5af4ca-0f95-4184-4342-6415ee52b3dd', currentNode='decision-013a215c', suspended='false' 2.681763s INFO Decision 'Decision' (id=decision-013a215c), evaluating 2 branch expressions 2.681770s INFO Expression matched: [true], forwarding to target node: siteIntegrationJob-bd06fa5a 2.681788s INFO Process Flow Transition from 'Decision' (id=decision-013a215c, type=Decision) to 'IT Automation' (id=siteIntegrationJob-bd06fa5a, type=ITAutomation) 2.749891s INFO Execution Step: currentStage='stage-5c5af4ca-0f95-4184-4342-6415ee52b3dd', currentNode='siteIntegrationJob-bd06fa5a', suspended='false' 2.776133s INFO Suspending process at node 'IT Automation' (id=siteIntegrationJob-bd06fa5a) 2.789186s INFO Workflow processing complete

@Steven Boardman Thanks for the response I will check it out.

Does anyone know if (when configured) the reason give during the completion of an authorisation is held as a variable? I know the timeline is automatically updated with the reason given but it is always at the bottom of a lot of information and almost always requires clicking Show More in order to see the reason. It would a great help if the reason could either be underneath the Outcome: in the timeline update we get now or extracted as a variable to update the timeline separately with.

Bump. No ideas?

Bumping. Someone must have come up with a clever way to do this

I notice the update listed the following system -> customise: release new layout customise customer and service portal view and when i now view the service portal details I can see information like logo and home page image are no longer populated. This doesn't appear to have impacted the actual live page thankfully.

Afternoon all, is there any way to suspend a BPM until a specific email is received. We have a 3rd party who sets up our customers mobile devices and I want to hold the calls until they confirm the device is configured and then I want the BPM to resume and auto close. The 3rd party don't have access to hornbill and won't be provided with access so that solution can't be dependant on that. I have tried this with the external authorisation but the limitations on the way the mail presents and from whom it comes limits its usefulness. All ideas welcome.

@Steven Boardman Cheers. I was using that wiki already but realised my mistake was trying to use one <span> across multiple lines. If i set <span> per line it works so cheers.

@Steven Boardman That worked perfectly ..... one small thing the text is grey which is really difficult to read on a white background and using the <span> markup doesn't appear to work. Other markup does though. Anyway to change the colour to black?

@Steven Boardman Thanks for the response. The hide questions we actually have turned on already. If I switch it to a label I lose the ability to format the text across multiple lines.

In our progressive captures we on occasion add a customised form that literally provides the user with information regarding the choices they have in the form like below:- On the next customised form we will then have actual questions for the user to answer. What I would like to do is remove the above from what the analyst then sees when the call is logged. Obviously I can't use deleteQuestions in the BPM as that would delete the questions that are relevant. Is anyone aware of a good way to achieve this or to present the information in the progressive capture in such a way that its not visible in the call after logging?