MichelleReaney

Not sure if this title explains what I am trying to achieve but... We have an external support company who escalate incidents logged via their system to us via email to our service manager inbox. I have set up an Inbound Routing Rule and Routing Rule Templates to manage emails related to new incident escalations so that an Incident is raised for us in Hornbill The subject line always starts TheirReference (Severity) Incident Escalation: so this example below works fine to raise new incidents fromAddress='support@******.com' and subject LIKE '%Incident Escalation:%' and body LIKE '%The following incident was escalated and requires your input:%' When a new incident is raised in Hornbill via this process then I have been able to strip their reference from the subject line and add it to the external reference field in the new incident using &[global["flowcode"]["summary"].substring(0, 10, global["flowcode"]["summary"].length)] If they send an update for one of these existing Incident Escalations then the subject line always starts TheirReference (Severity) Updated: So I have TheirReference in the external reference field of the initial ticket that was raised in Hornbill but I am trying to find a way to add this new email to the existing ticket. Does anyone know if this is possible? I don't think I can do it from the inbound routing rules Operation - update request as the Updated: emails don't include our reference number in the subject line I can't seem to find any info on what these other options do - What is the difference between log or update an existing incident/log or update an existing request and Raise new or update request I was thinking use one of the above with Rule Expression: fromAddress='support@******.com' and subject LIKE '%Updated:%' and body LIKE '%The following incident has been updated:%' and then try to do something in the workflow to check if there is an existing incident where the external reference number matches TheirReference in the email subject (Which will also be the summary field of the request if it was being created...) Any help would be greatly received

Thanks everyone, I have fixed this using the auto task suggestion

I updated our workflows for Problem Management - Problems and Known Errors but i did not add a node to set the Service and Catalog item. I have fixed this now for new tickets but does anyone know a way to update these in the tickets that have already been raised? I cannot see a way to update this via the API.

This appears to be working as expected again now in our instance.

I have an issue to report:- Our default Change Request Intelligent Capture has a custom form to complete information and is only used in the analyst portal. In the new UI I am unable to type correctly in the first form field - this is a Multi-text field and the others on this form are working ok - I have tried in Chrome and Edge. For example I have just written - this is what i want to type and this is what is displayed I could only start to type when I clicked my cursor further into the field.

I have also noticed this with the authorisation emails. If a customer does not have a browser session open and they click on the authorisation button - for example //activities/activity/?taskId=TSK20230908000028&outcome=accept They have to sign in and then it takes them to the activities page a they get a pop up to create a new activity - which they have to close and then they have to locate the authorisation task from the activities list.

Actually - I have just create a new role - same as the User Import one except added Manage System Settings under configuration. Assigned that to the user with the API and the error has gone

Hi Jim, Did you get an answer for this? We are also getting this error. 2023/09/07 16:42:32 [ERROR] Could not retrieve System Setting [api.xmlmc.queryExec.maxResultsAllowed]: The following rights [manageSystemSettings] in Group C are needed to invoke the method admin::sysOptionGet 2023/09/07 16:42:32 [ERROR] Error returned from sysOptionGet The following rights [manageSystemSettings] in Group C are needed to invoke the method admin::sysOptionGet I have noticed that our User Import role does not have the Manage System Settings permissions in configuration - only manage keysafe The admin role has Manage System Settings under configuration, I think that is what is missing. I'll log a ticket if this is what it is.

We are also seeing this issue. When a user logs an incident via the customer portal - both full and basic users, they add an attachment but it is not on the ticket. Once the incident is logged they can attach files and they appear on the ticket. the analyst employee portal works fine. I have tried various iCaptures and BPM and the issue is the same. I have also replicated this on a personal device to rule out the network.

Excellent, I can't take the credit though my colleague reported it to me I will pass on your thanks

Previously if a linked request was removed from a ticket the timeline would update to reflect this. However now, when you remove the linked request it removes it from the linked request section but does not add any updates to the timeline Does anyone else have this? I'm sorry i don't know when this started. I have searched in the wiki and through all settings but I can't see what I am missing here?

yes this would work for us too.

We only use it to bulk resolve tickets where the resolution would be the same for example if we get a lot of alerts from our monitoring software related to a site outage it would be too timely to link them all then resolve but some people don't fill in the category which leaves us with blank resolutions in our reporting. I did not think about the fact that some businesses might not have the resolution category as a mandatory field in general and then use this to resolve different types of ticket in bulk with no category.

When using the actions button in the request list to resolve multiple tickets at once users are able to resolve them without selecting a category. Please can this be made a mandatory field?

Is anyone having similar issues this morning?