[Unable to generate report based on authorised cases]

Thank you @Victor - that's cleared a few things up for me. 

 

[Unable to generate report based on authorised cases]

Hi @Victor - thanks for getting back to me on this. 

Regarding the h_bpm_email_approvals - I'm using the Authorisation node and have set an authoriser in it. 

1. An email is then sent to the authoriser 

2. Authoriser either Approve, Tentative or Rejects. 

Is the above not the table that would manage this?

Just so you know, I've implemented a workaround by using a custom field to take the outcome, which I've then used as a filter in the report. 

[Unable to generate report based on authorised cases]

Hi support, 

I'm currently trying to create a nightly export to a CSV based on Requests and h_bpm_email_approvals 

In the report builder, I LEFT JOIN the h_bpm_email_approvals to Requests and filter table column outcome = accept 

However, on Data Preview the filter doesn't seem to be working (see attached) 

Am I using the right method to filter cases based on approvals?

Thanks

Headset Approved_1591.csv

[Add Next and Previous button when viewing a ticket]

Thanks for the update James. 

[WYSIWYG Bug]

Hi @Victor

Hope you are keeping safe. 

Just following up on this request. 

Any idea if this has been added to the development pipeline? 

I know this is more of a nice to have, rather than a major update / fix but would be great to know if there is a timeline to implement. 

Thanks

[Add Next and Previous button when viewing a ticket]

Hi @James Ainsworth, 

Just following up on this request. 

Any idea if this has been added to the development pipeline? 

I know this is more of a nice to have, rather than a major update / fix but would be great to know if there is a timeline to implement. 

Thanks 

[Wait for Customer Email Hornbill Automation task]

Hi Support, 

Just following up on this request. 

Any idea if this has been reviewed?

Thanks 

[Wait for Customer Email Hornbill Automation task]

Hi Support, 

Would it be possible to add a new task to the task when suspending a call?

So an additional option to 'Wait for an email response' from the customer before triggering the next stage in the BPM. 

Plea

[Add Next and Previous button when viewing a ticket]

@James Ainsworth Let me know if any clarification is needed on this one. 

[WYSIWYG Bug]

Hi @Victor - any idea whether this is being reviewed from a features update standpoint? 

[Re-Authorise using a node]

@Dan Munns thanks for the details explanation - exactly what I was after and not as complicated as I thought it would be. 

@Foley Coker  FYI 

Time to do some testing. 

[Re-Authorise using a node]

Hi all, 

Hopefully someone else has tried doing this. 

I'm trying to re-authorise a request after a rejection outcome. 

This is to allow the Agent to select a user with a collaborative license and resend the authorisation email on behalf on the requester. 

I'm trying to achieve this through a Human Task (select the user) then the authorisation node emails that user. See attached 

 

[WYSIWYG Bug]

Sorry for the late reply all. Spot on @Stuart Torres-Catmur and @Paul Alexander

If we could have the choice of changing the WYSIWYG to the same being used on this forum would be great.  

[WYSIWYG Bug]

Hi Support, 

I've noticed when using the WYSIWYG I get the below errors when sending and email. 

1. The text area shows one view of what you've typed but then formats a different view after sending (mainly related to text spacing and fonts)
2. If I copy and paste some text it randomly chooses the font which I then cannot change after highlighting the text and selecting my preferred font e.g. Arial 

All in all, I was hoping that changing the WYSIWYG version or type could be left to the Admin to set. 

The simple version being used on this Forum would be perfect. 

[Add Next and Previous button when viewing a ticket]

Nice on @James Ainsworth -  appreciate the quick response. 

Looking forward to using this feature in the near future. 

[Add Next and Previous button when viewing a ticket]

Hi @James Ainsworth

Thanks for you update. 

I was looking for this feature at the servicemanager/request/view stage only. As it would then only be cycling through your current queue. 

I don't really see it being useful in any other view. 

Cheers 

[Add Next and Previous button when viewing a ticket]

Hi Support, 

I'm a new user of Hornbill and like some of the options offered in the software so far. 

However, I've noticed there is no way to quickly navigate through your list of ticket without returning to the main tickets list view. 

Can I propose adding a Next and Previous button / Arrow when viewing a ticket detail so that agent can quickly navigate to the next / previous ticket in their queue. 

Thanks