CraigP

@James Ainsworth Please are you able to confirm whether I'm doing something wrong or if this is a bug in the new UI? (I've retired certain Priorities but they are still showing in Service Manager).

I wasn't aware of this "Update Service" node. Nice find! Is this a recent addition? I had a little look at it, but was getting some strange results. When you hover over the "Assess BPM" information, it implies that the original process will get cancelled when this is set to yes, but this doesn't seem to be the case? (Just to confirm, I switched it to a different CI within the same service). On my first attempt, I ended up having two background processes running on one request in parallel, which I assume is not intended and could very well cause some big issues? Interested to know what the recommended way of using this would look like. I'm assuming you want to follow it with an "End process" node? But like I said, I was originally expecting it to cancel the original process regardless of what followed based on the information shown when you hover over "Assess BPM".

I've noticed the customer logon ID appears to be returning blank with the "Get Request Information - Customer Details" Hornbill automation. Just to confirm, when I feed the Customer ID into the "Users - Get User Details" Hornbill automation instead, the Logon ID is returned, so this can be used instead of the "Get Customer Details" as a work around. I haven't extensively tested this beyond my own account, but just thought it was worth highlighting this unexpected behaviour of the Get Customer Details automation.

@Brhow - I'd just like to ask if setting these to retired actually made them disappear from the list on your instance? As per my comment above, I've set some to retired but they are still showing in Service Manager. I thought maybe it was just a matter of it taking some time to sync or something, but they are still showing today.

Was it the move to the new UI that caused previously retired levels to appear again? I have updated our priority levels to retire "None" and "Medium" again, but for some reason they're still appearing in the list. I've also renamed them, so it does seem that changes are being reflected, but the retired status doesn't seem to remove them from the list.

It used to be clear when you were looking at a cancelled request. The HUD on cancelled requests now makes it look like the request is still active and waiting to be completed. Is this going to be updated for the new UI?

Yes you choose the one you want to map it to, hence custom fields! To map to a field in the Capture Form designer you just set the field ID to a custom field in format "h_custom_a" (or whatever letter/number custom field you want). This will then map the answer to that question to that field when the request is raised with that form. In the BPM you can map custom fields by using an "Update Request - Custom Fields" Hornbill automation node.

You'd need to map the answer to a custom field on the request (either within the capture form by setting the ID on the field e.g. h_custom_a, or by mapping it within the BPM process itself) and then use that custom field variable in the template. To my knowledge there is no way to retrieve a capture form's answers separately on an email template.

Are you talking about this copy request feature? In my experience this uses the latest version of the BPM already, regardless of the BPM version of the original request. (Apologies if you're referring to something else. Just curious if there's another similar feature I'm unaware of, or a system setting that affects how this works)

No override flags in the test above (and I've accidentally set labels to "require a value" plenty of times when creating capture forms haha)

Did you tick "This field requires a value to be provided"? Can you post your updated field settings? Quick test seems to work for me

I do the same thing as Jim to display a message and prevent the customer from being able to finish submitting the form (make the label displaying the message require a value). It's not ideal because the "Please provide a value..." text appears and may be confusing to the customer but I'm not aware of any other way to achieve this. You can't completely disable the continue/finish button to my knowledge. You just need to tick "This field requires a value to be provided" for your label (this is unticked in your screenshot). The Finish button will still be visible and you'll be able to click it, but it will prevent the request from being submitted.

I've noticed that a particular Service Request has occasionally been creating duplicate requests when raised via the Portal today. It's not happening every time but I have seen at least 5 today. Upon raising a test one myself, I was unable to replicate it, and I haven't noticed any other types of requests doing this. The request in question is a very basic two question form that essentially just generates one human task. I know this isn't a lot of information to go off, but thought I'd post just in case anyone else has noticed something like this today?

It would be very useful to have the option to toggle on archived users in the Data Query - Search All Users for capture forms. This is required for things such as Out of Office and Return To Work requests being raised for users who may have already been disabled due to being inactive. At the moment we're relying on free text with regex to force a username format, but obviously this leaves it open to spelling errors and variations between display names and usernames etc.

A colleague is trying to set up a view of tasks assigned to other members of their team to help manage team workload. I've noticed in the Assigned To filter you can add people if you are their line manager (oddly even if they're not a full user?), so it's possible to filter for tasks assigned to other people in the task view. Is it possible to extend this functionality to allow all team members to be able to select other people in their team, not just the manager?