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ilyaas

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Posts posted by ilyaas

  1. Thanks steve, i have just tried this

    updated BPM node to the below 

    image.png.31a3ffb5001e7f467197dd3d4cc8ee98.png

    sub status is added to pending update

    ** automatically opens the log again before a response has been provided **

    its as though because the request status is not on hold it automatically kicks in and moves back to open without waiting for a request update

     

    image.png

  2. hi @Steve Giller

     

    re above just looking into something similar myself. once resolved i have set sub status to "x" in the BPM 

    service portfolio mentions relevant functions 

    image.thumb.png.5e83b986827402ea985373ff5bc5d66b.png

    im unclear what the BPM should show to enable a request to be reopened once a reply is received to a resolution email.

    i suspect it would be suspend > wait for request update / wait for request email or something of this kind and if successful update to status open and wait for resolution again, if expired etc continue the BPM process.

    whatever i have tried just doesnt seem to be working. any help would be great note i do not necessarily want to place the request on hold pending a response, on resolution and a email recipient replying, it would be preferable for the status to change from resolved to open 

     

    i have tried a number of different variations re the below just cannot get it to work as intended

    image.thumb.png.ab058af39479d26cdd8c9ba03e9faaa0.png

     

    any help would be fantastic

  3. Hi, following some discussions, we are looking at different automations using hornbill which can save us some admin time. one of these is to automat portal user creation. i have managed to do this for brand new contacts as they currently do not exist however for existing contacts (someone who has previously raised a request) the functions do not facilitate this. 

    following some conversations with bob, the node below doesnt allow at present for us to find a contact based on email, at present the only options are contact id or login id, essentially the question is can we add in the email 1 option in there. flow code is &[global["flowcoderefs"]["get"]["email1"]]

     

    image.thumb.png.74a3fb383ee04a5f6cfa1984dea7712d.png

  4. hi, thanks @NeilWJ i still fail to understand the reason behind this unfortunately. the first check is to see if To address contains 'manual.payments@elfs.myservicedesk.com' or cc address contains the same. if not it should go through the no match phase to the next decision node etc until a result is found with the relevant email address as normal. The BPM has been in operation since 2019 with probably over 100,000 incidents going through it ok so i'm very unclear as to why this has just stopped working yesterday PM.

    We have a similar bpm set up in the exact same way which works just fine so seem to be failing to understand the failure?

  5. never come across the below error before

    image.png.26bd74b53b8853d6c4a5338c81d4bb01.png

    when going to the BPM to see where the error has occurred i see the below. the error is at a decision stage

    image.png.1b1e9ac0e3646c3726641b765cdabb01.png

    the expression closest to the error is relatively simple so cannot understand the reason for the error

    image.png.b7889996007c1f4522cd041ff0f8bfd9.png

    can someone advise what is wrong?

  6. Scenario: multiple approval process within BPM and want to add a timestamp to relevant custom fields 21 - 25 once an approval has taken place to allow us to monitor time between approvals. 

    EG x y and z approvers within a bpm

    x approves > add timestamp (custom21) with date time of approval
    y approves > add timestamp (custom22) with date time of approval
    z approves > add timestamp (custom23) with date time of approval

    This will help us to identify and report on time with a certain approver etc. 

    when updating the custom field im not sure on what to enter. technical level relatively low so not sure on next steps. searched all sorts on forum but couldn't find answer hence post

    image.png.27dcac9c4081ca77cbe40a89fbeaefa2.png

  7. i've created a new process for a project i am doing involving the portal and have set two authorisation stages

    One of the available fields and one i wish to utilise is customer manager however i cannot find the option to associate a manager to a customer. Basically i want the external authorisation to be an email that goes to the customers manager and am stuck on this point?

    Any assistance would be much appreciated

    image.thumb.png.d7c05a637c5e6ef91e57779da67c376c.png

     

    Ilyaas

  8. Hi @Ehsan

    Thank you for your reply, the CTRL+SHIFT+F function works fine for searching and I will certainly pass this round to all users.

    The issue is that we have been able to find the requests perfectly ok up until this morning and the references in question go back to early march (IN00055687 - 05/03 + IN00062161 - 11/03)

    Any help would be much appreciated

  9. Morning All,

    Have found this morning that when using the global search function at the top of the screen to locate an incident, it finds some incidents and not others. it has been perfectly fine up until today and there have no changes at all. funny thing is when searching at the top, no results are returned

    When searching using a view, the incident is visible and can access the relevant actions etc.

    Similarly if an incident is not visible in the global search and we receive a response from a customer to update an old incident, the email function doesn't find the incident either?

    Can someone assist or point me in the right direction.

    Regards

    Ilyaas

     

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