Dave Longley

Hi @Ehsan, yes I am aware of that, what i meant was how can include more details in the card? e.g who the ticket is assigned too etc description etc

hello, we have a breach board set up: Is there an option to add more information such as owner/team etc?

@James Ainsworth, this is what i need, to prevent the person requesting the change to be able to approve their own RFC,

works a treat @James Ainsworth

I am not sure where, but i recall having the ability when you link tickets, that you can resolve the parent ticket and then having the option to resolve all linked tickets? The same if you want to update the parent, you can update all the linked tickets. How can i enable this? this is for major incident and problem management. Thanks

We have built out a new Change management flow and have realised that the system allows the owner of the RFC (typically a person in the user role) to be able to approve their own change request. Is there any system settings to prevent this?

@James Ainsworth thanks

cheers @ArmandoDM

I was wondering if there was any way in which we can include more details within the customer section of raised tickets: we would like to be able to add in the users line manager as an example?

Is there a way where we can associate more than one email address to a user? we have a part of the business which we purchased recently which we have just imported into Hornbill. They uses an R&R email address for SSO (this imports them into Hornbill), but when they reply to emails from the system, they send from their other email address which is not linked to their account and the email sits in the mailbox waiting for us to manually process. is there any option to associate more than one email address to a user?

+1

thanks @James Ainsworth - glad i was not doing anything wrong

I am not sure if this is designed or something that is not working. when I log a RFC, non of the details fields are being populated: All my RFC PCF forms have the correct Field ID populated e.g. - but nothing is coming across

I have managed to fix it finally. My condition was wrong. Thanks for your help everyone.

Thanks @Conor @Steve Giller @Jeremy, I have added in the new node to look at the PCF answers but still it does not work. The RFC keep skipping the standard change note Steve - not sure how to do this: Have you tried pushing the Change Type to the Timeline for troubleshooting purposes?

@Conor, below is the list of my change request types: the condition at the expression statement is looking the word 'standard' I raised CH194 as my example as it does not see the ticket as a standard changed as the BPM change the category to 'Non standard Change' and it should have been 'standard change'

Thanks @Steve Giller @Conor, i will test and revert back to you. I have noticed something else which is weird. The following condition doesnt seem to be working. If on the PCF form select standard change, the decision node doesn't recognise it, however if i was to select emergency change it does. BPM flow below:

@Conor, Still doesnt work: the ticket doesn't change team assignment.

@Conor, i will test and get back to you.

Hi @Conor, just logged another RFC. he is what happens when the ticket is meant to move back to the Change Management queue: Task goes to Change Management, but the ticket is still assigned to the Service Desk. Below is the time line activities:

@Conor, yes that is correct, re the below: So I'm clear; it gets assigned to the Change team initially, and then in the implementation stage it gets assigned to one of three people who are not part of the Change Management team, and then it should be assigned back in the final stage? The post change review task is assigned to the Change team correctly but the ticket is still assigned to the Service desk: Do you want me to send you an API key to have a look?

@Conor, it seems that the task is assigned to the change management team: but the ticket doesn't change team:

Hi @Conor, thanks for the reply. The BPM has been published correctly. Below is the stage before: the areas highlighted in yellow are members of different teams, when the ticket has been approved, the RFC is assigned to either member depending on the criteria (this works fine), when they complete the manual tasks 'Change Successfully Implemented' (in this example is was a success) then the change should move back to the Change Management queue as per the original image. does this make sense?

I have built my change management flow and i have noticed that one of the 'Hornbill' automation nodes doesn't seem to be doing what I have asked it to. This is my flow and i have highlighted what isnt working: The ticket should auto assign back to the change management queue, but it isnt. Here is the node config: what am i doing wrong?

Hello, I want to set up some scheduled tasks/tickets, please can someone let me know how i can set these some schedule tasks/tickets in the system? e.g. every day at 2pm XYX request is logged. Thanks