Amanda Durgan

Hi @Steve Giller- I have the same issue for one user. I have checked roles, organisations and language and all are okay. Where else can I look please? Thanks Amanda

Perfect - that is what I was missing. Thank you Jim!

Hi I am having an issue with Team members not getting the option to assign to a team that they are a member of? They all show as Members and have 'enable assignment' enabled in the Service Desk Team configuration. They also have the role 'Service Request Assignee' and 'Incident Assignee' assigned. I have checked the workflow and it has the correct Team in there. Any ideas what this may be and where else I need to look please? Thank you as always.

...and Incident Assignee

Hi I am having an issue with Team members not getting the option to assign to a team that they are a member of? They all show as Members and have 'enable assignment' enabled in the Service Desk Team configuration. They also have the role 'Service Request Assignee' assigned. They can assign to all the other Teams they are members of - just one specific one is causing a problem. Any ideas what this may be and where else I need to look please? Thank you as always.

Thanks for the reply Steve - we have checked one of the tasks that failed and you are correct the email format is not correct, will check the other now. Thank you!

Hi Our asset recovery process has a couple of elements that automatically creates incidents and assigns them to specific teams. However, this is failing - we are getting a couple of different errors on the jobs - one relates to the email inbox (see attached) and the other says: Process::Execute: exceeded maximum execution count (1000)... We think that this may be something to do with the API that has changed so we need to change the task accordingly? Any pointers appreciated.

Hi Victor - many thanks for the speedy reply!

Hi - we are having issues with some people accessing our portal this morning and we are wondering if it has anything to do with the above update? See attached error message. Thanks

Great Steve - that explains it thank you!

Hi As of this morning some of the Team cannot access the asset history and are getting this error: You do not have sufficient application rights to invoke this operation. You need the right: app.d.viewAssetAuditTrail I cannot see any obvious changes to roles that may explain this - is this likely to be a Hornbill issue or something else, can anyone help me please? Thanks.

Ours is okay for what is already open but will not load any new tabs.

Good morning Yes we are having the same issues - some are okay and others just getting the loading screen?

Great thanks James I will log it.

Hi We have not made any changes and one of our catalog items no longer offers the option to select a site in the employee portal - it is just stuck on loading. You can progress to the next stage by clicking next and the rest of the process is okay. Is there a known issue with the portal at the moment?

Hi I am really confused! One of our catlog items is no longer visible under Document Services on the employee portal. When I checked out the config in the Service Portfolio there were no catalog items showing at all (despite 3 still showing on the portal?). I had re-added the 'missing' catalog item and published it however it has not made any difference. We still have 3 items showing on the portal... I have checked all the obvious things I can think of (visibility, subscribers, availability). Any ideas where I go next please? Thanks.

Hi - we are having the same issue. Will log a support request.

Hi We have set up a new BP and are using IT Testing to test it out. We setup an automation to assign to the IT Service Desk team which works, however when we then try to assign an owner it does not give the IT Service Desk team as an option (only IT Testing and another test team)- if it is assigned to IT Testing it says that team does not exist. Clearly missing something! Can anyone help us out please?

Just the job - thanks Ehsan!

Thanks! Hope this helps explain what I am trying to do. My thinking is that I can adjust the instruction to include a space/and or brackets around the second answer as it is appended to the first answer in the summary - sorry am new to this so am learning.

Hi Below is the working update on an automation retrieving 2 pro cap answers, however as the answers are both numbers I need to add a space (or even better brackets) to the second answer as it displays in the summary: &[functions.pcf("archive","archive")]&[functions.pcf("archive2","archive2")] Any pointers appreciated as always!

Thanks Steve, yes that is exactly what we need - thank you!

Hi We are trying to recover a pro cap answer from a custom form and update it automatically in the details section of the ticket. The answer we need to retrieve is a question in the format ^SR[0-9]{8}$ entered into a field with the ID archive . My question is that if, after the get pro cap answers node we set up another node to retrieve to archive field how do we do this? We have set it up as a Service Manager Application with a type of String Utilities however we are not sure which of the Regex tasks (if any!) we need? Obviously we could be way off the mark and have missed something else completely! Any advice/information/pointers gratefully received. Thanks

Thanks Steve, yes it is all fine this morning.

Hi Martyn - it is in the request view before we assign the job so after the progressive capture has run. Thanks Amanda