[user cant see change management service]

OK thanks James, do I need to log a support call?

[user cant see change management service]

 

I made some changes and it gets to the next stage now for the person creating the change

 

[user cant see change management service]

HI James, the person raising the change is part of our IT infrastructure team. He has all the change management roles assigned to him and the service is supported by all teams. However he still sees no services available to choose from?

[user cant see change management service]

Thanks, they do have the roles and I dont think we have a change team setup.  Under supporting teams it says this service is supported by all teams. Am I missing something?

 

Regards,

Anthony

[user cant see change management service]

Hi,

 

I have set up change management under a separate service and it works fine for me and my team. However, members of our infrastructure team cant see the service when they try to create a change, they get this:

 

 

Can anyone assist in resolving this, thanks

 

[Known issue listed published on portal but cant find it to remove it]

That worked, thanks James   

[Known issue listed published on portal but cant find it to remove it]

Many thanks James, do I need to follow the instructions here to run it?

 

Hornbill Report Runner - Hornbill

 

[Known issue listed published on portal but cant find it to remove it]

Ive got a known issue I published on our employee portal during testing but I cant find a problem or known error that it relates to so I Can unpublish it. Any ideas?

 

[Xmlmc method invocation failed for BPM invocation node]

Hi,

 

Getting this error when re-opening a resolved call. Any idea how to resolve?

 

Xmlmc method invocation failed for BPM invocation node '22ddb31d-f2b5-5b85-d411-2af574f69730/flowcode-3a02fecb-b643-48bb-9fef-75c506e94c1e': 0200 apps notifyEmailRequestOwner FlowCode...

[How do I delete a contact/guest account]

@Victor  

 

ERROR] Unable to Create User: XXXXX Error: User already exists with account status: active
2021/02/12 09:25:15

[How do I delete a contact/guest account]

@Victor Im trying to import him from LDAP as a user. The import fails and says it cant create him as his username already exists. 

 

I can find him in users but did find a contact for him. I assumed it failed due to the contact being there

[How do I delete a contact/guest account]

@Victor ok. The LDAP import is saying his username already exists but I cant find it anywhere in the users list. Any idea how I can track it down?

[How do I delete a contact/guest account]

I have a user who was originally a contact and who had a guest account. He is now an employee and the LDAP import wont import his AD details as he already has a guest account. I cant see any option to delete the guest account. Anyone know how to resolve this?

 

Thanks

[Known issues - me too button]

Thanks James,

 

OK so when they click ME TOO the only way they know that they are added to the issue is by the me too button being green. Obviously when the issue is resolved we can send an email to all connections letting them know its resolved. I think that might work

 

Regards

[Known issues - me too button]

Hi,

 

If we have a published known issue and users click the ME TOO button, they dont get any email to say they have been added to the issue. Is this possible?

[Email analyst when userupdates a call from Employee self service portal]

Thanks Steve,

 

It looks like I need to update guest.app.requests.notification.notificationType.portalUpdate but it is already set to BOTH

[Email analyst when userupdates a call from Employee self service portal]

When a user updates a call in the employee portal, the analyst gets a notification in Hornbill. How do I change it so that they also get an email to say there is an update to the call?

 

Thanks

[Self service portal - users pasting formatted text]

Hi James,

 

Yes, its the summary/ description. Is there a different type of form I can use that will retain formatting?

[Self service portal - users pasting formatted text]

Hi,

 

Our users get an email daily with a list of mails that our gateway has blocked. They normally copy and paste the list of ones they want releasing in an email to us. However in the self service portal if you copy and paste a table from an email the formatting is lost.

 

How can I change the format of the capture so that the table contents are displayed correctly in the capture?

 

Thanks

[Cant see Auto Task from within Add custom button]

Ah ok thanks I can see it now. But getting an error when I test. Does that refer to the Keysafe authentication?

 

iBridge Method: /Microsoft/Azure/DevOps/Work Items/Create.m Error: The specified credential identifier could not be found

 

[Cant see Auto Task from within Add custom button]

Hi,

 

I have created an Auto Task. I want to be able to select it from the ADD CUSTOM BUTTON but there are no auto tasks listed to select. (I have created a new custom security role, level of user and assign it rights to the following database table - h_sys_custombutton_config)

 

[How to enable time spent on calls]

Hi,

How can I add the ability to log time spent on incidents/service requests etc to calls?

I have installed the timesheet manager

[All Incidents logged from email are getting the same summary?]

@Victor yes just checked the workflow and it was doing exactly that, Thanks

[All Incidents logged from email are getting the same summary?]

Hi,

 

If I log an incident then everything works fine, however if I raise an incident from an incoming email to the Servicedesk then in my incident list they all have the same summary (New Starter Request:)

 

Where do I find the setting so that emails logged from email will show the correct summary ?

 

Thanks

[call logged and resolved emails coming from wrong email box]

OK ive tracked down the dodgy decision block and it appears to be working now. Thanks for all your help everyone