Mette Petersen
-
Posts
40 -
Joined
-
Last visited
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Mette Petersen
-
-
-
-
-
@Victor thanks for the update and for your help to date
. We will indeed check that the customer and analyst aren't the same during our testing! I am handing over to @Robert Charlton.
-
@Miro OK sounds great! We will test it again after release. Thank you!
-
@Deen @7oaks We are experiencing the same issue. I wrote a customer facing update yesterday and received the mail. I then did some more tests this morning, and no mails were sent. I tried from the same request as yesterday and also from new tickets but no mail. The mail from yesterday is in the sent folder but nothing for today and nothing blocked in outbound.
-
Hi @Miro My colleague still question the issue and he uses firefox. I have tried again in Edge and it works fine so it is definitely a browser issue.
-
@Victor yes I was trying to fix the error in the Manage Executed Processes. Here is further information about the error.
-
@Miro thanks for this. I have just tried in Chrome (we usually use Edge) and it works. I then tried going to Edge again and it works as well- very strange. I will check with my colleague who reported the problem this morning and see if he still has issues. Thanks again.
-
@Miro We saw that the Starts On is now available in the activity templates which is great and we have selected it so it defaults in the activity. However, when we actually go to fill in Starts on details, we can only populate the date. When we try to put in a time, the Starts On field disappears again.
When we try to pick a time, the starts on field disappears
Can you have a look?
Thanks,
Mette
-
Good morning! Busy morning for us with BPM errors :-s
I am looking at a failed BPM BPM20200529000002
It is stuck at 'Get Card Info'. I have compared this with a similar node in another stage and cannot see why the BPM gives an error here.
Can you help?
Thanks!
-
@Victor on that note, it doesn't look like I can correct the failed processes. For any other requests that have used this process and have not reached that node yet, is there anyway I can correct the problem before it reaches the node or is it a case of telling people to not let that particular task expire??
Thanks again!
Mette
-
@Victor Good morning! I think I have understood what goes on! I have another request which has failed using a different process and there is a cancelled task.
The cancelled task is a parallel task to where we have the error. The error is because we have a node with outcomes and expiry followed by a decision node. There is no goto for the expiry and therefore the process fails and I am assuming that the system then cancels the parallel process node.
Example is 733 in our instance.
Let me know if this makes sense to you.
-
HI there,
Our Service Desk uses activity templates to put entries onto the calendar. They do not complete the tasks so that they have the flexibility of moving the entries to different days/times if needed. If an intervention is cancelled, they have no way of deleting the entry from the calendar and need to go through admin to do this. I was thinking of setting up a role so that the Service Desk analysts can do this themselves. Is it possible to set up such a role? I have checked the roles under Service Manager and don't really see any relevant application or system rights that I can use to delete calendar entries.
Thanks for your input!
-
@Victor that was my first thought but there are some requests that have gone further through the process so I ruled out that it was the process. 488 and 500 had the same cancelled task (requests have been cancelled) but 489 did not have a cancelled task (request also now cancelled).
-
@TrevorHarris thanks. Have just seen that this now seems to be working when we skip a stage in the process.
-
@Victor thanks!
-
@Victor SR00000486. There is also another error that I can't fix in this request so I have to create another ticket. Leaving 488 open until I understand the cancelled task issue. Thanks!
-
@Victor Hi Victor,
OK so I understand that the cancellations are linked to authorisation nodes? There aren't any authorisation tasks in the process though, so not sure what it is that has triggered the cancellation. Also, there is nothing in the history of the ticket that refers to an authorisation.
-
Hi!
We are coming across cancelled tasks in certain tickets and I do not know what is causing these tasks to be cancelled.
As far as I see, there are only 2 things that can happen to a task (for a normal user): 1) action it or 2) it expires (in some cases). What triggers a cancellation? This blocks the BPM and we have don't know how to restart the BPM. The process does not show as failed in the Executed Process.
When we click into the cancelled task, we see a message about "approval decision has already been taken...".
Thanks!
Mette -
@Victor perfect thanks! At least the changes have been recorded and I can have fun now doing copy/paste :-) Have a nice weekend.
-
1
-
-
@Victor I wouldn't have done that on purpose (didn't know about that functionality) but I guess I must have done. I have now copied v58 to draft using that functionality to start afresh. Is there any smart way of copying nodes (from v59 which I made heaps of changes to this morning) to the new draft?
Thanks again. Learning is a constant thing....
-
Hi!
I am ever so confused.| am working on a BPM draft which, in my understanding, should contain everything that is in the published version of the BPM (version 58). I have made changes to the draft and then realised that some of the nodes that are in version 58 are not there. Not sure what my next step is. I need to be enhancing version 58 and not a random version of the BPM. Help !?
-
@Victor OK so I have tried it again and there was obviously little gremlins playing around when we did our initial testing :-s . All seems good now. Gremlins are gone :0). Thanks!
-
1
-
Notifications to team when Customer updates ticket
in Service Manager
Posted
@Robert Charlton