Damien Lynn

@LawesD We're experiencing this as well, as a workaround I manually added a node that introduces a delay of 1 minute between the Human Activity node and the email being sent node and that seems to do the job albeit you need to wait a minute obviously, so I thought it must have been a timing thing too as you suggested. @Steve Giller how would we know when this is fixed so that I can remove the workaround?

Thanks for your response on this @Berto2002, I agree, there's such a variety of issues and obscure/uncommon requests that come in that I doubt we'll ever get rid of this completely and despite that some people misuse it, we don't want to remove it as an option as it does give us insight into what we should be adding as specific items to the catalogue.

Hi Jim, thanks very much for your reply, it will be interesting to see if anyone else out there is doing anything different too. Sounds like we are doing something very similar to you as we've also been using the "Other" generic service request to help build a picture of what additional specific requests we should be adding and that's worked well in identifying gaps. Thanks again Damien

Hi everyone, Looking for some advice on what you guys are doing in terms of your Service Catalogues - we have quite a lot of specific Service Requests in ours (over 100 now) and it's working well, customers are finding it useful and it's driving up our self service stats too which is great. My question for you is this: Do you have a generic Service Catalogue item as a "catch all" for anything else that is not covered by all your other specific catalogue items? If you do, what did you call it and does it get misused? We have one called "Other" - What I need is not listed, do you have something like this and if not, how do you handle such requests? Thanks in advance to anyone who is willing to share what they do for this This next part will possibly need someone from Hornbill to answer. We have a situation where we get some of these "Other" tickets above logged where they should actually have been logged as an incident - I tried updating our Business Process and Intelligent Capture for "Other" - What I need is not listed so that it includes some probing questions first and if it's to report something is broken then I was going to jump capture over to our Incident process but after doing so I'm getting error below when I open a ticket, I get RequestTypeMismatch which looks like it's not possible to change a service request to an incident? Would someone in Hornbill be able to confirm if that is the case or if there is a way around this please? Have a great weekend everyone

Hi folks, is anyone from Hornbill able to advise on this one? Thanks Damien

Hi folks, Can anyone provide advice on how to do this if it's possible. I would like to be able to put a few of our Ticket types on hold until a date that the customer provides in the capture questions, for example: they provide a leaving date for when a staff member is leaving the organisation so that we can remove all their access after that date. I'd like that ticket to automatically go on Hold if the date is in the future and move to In Progress once the date provided has passed. Is this possible and if so, how would I do this? Any advice appreciated or if you have something similar to this in place that you would be willing to share that part of your process I'd hugely appreciate it. Thanks Damien

Yes @CraigP I'd agree that would be exactly what we need, we do not assign the Activity to an individual user we assign them to the Group (Team) so that anyone can just complete it in that Team, having it set to an individual team member would cause us more problems when that person is not available etc. @Steve Giller is this something that Hornbill would change to allow Advanced Request Task Completer to be able to do?

We would really like this feature as well, I've been asked several times about this from our Analysts. Hopefully we see this one soon, this would be a great addition.

Hi folks, Can anyone point me in the right direction here for how you allow Analysts to be able to mark an Activity complete that is assigned to another team (that they are not a member of). We rely on Activities a lot for our processes but if a customer logs the wrong ticket type and it ends up with the wrong team for what they need the Activity often gets stuck. The team who get the ticket pass the ticket to the correct team but Activities generate as the first team it went to. We have some cases where we just go back to the ticket requester and ask them to raise the correct ticket type if there is significant business processes that it needs to go through like approvals etc but the basic requests we would like to be able to just reassign the ticket and any Analyst can close any teams activities. Thanks Damien

Thanks Steve

Hi, whenever we add any url links to FAQ's on the Employee Portal they are all opening in the same window so taking the customer away from Hornbill. We'd like this to open in another window or tab. I've tried adding the Target and set it to various options but they all seem to do the same thing and just opens in the same window, I've checked the source as well and it's saying _blank etc but it doesn't seem to work. Any advice appreciated.

Thanks guys, that setting has sorted it for us James, much appreciated

Hi James, Having looked further it looks like all three fields in our config file are pointing to the same attribute, it was a colleague who set this up so I'm just trying to get my head around how it works but from the Asset Data Import Tool Wiki page I seen the section highlighted and assumed all 3 were populated by the same attribute and couldn't be set independently? Thanks Damien

Hi folks, we have the Site field added in our support tickets "Details" section. This is initially populated by whatever site the customer who logged the ticket is in but we have to change the site details at times as this is for equipment disposal and the devices might not be at the same site as the person raising the ticket. What we're noticing is that we are able to change the site if an Analyst logged the ticket for the customer but if the customer uses self service to log it then we can't amend this? Can anyone advise how we allow Analysts to change this regardless who creates the ticket? Thanks Damien

Hi, we'd like to suggest a product enhancement for “Owned By”, “Used By” and “Last logged in user” fields all currently being populated from same attribute in Asset Management - we'd like to be able to assign a different attribute to "Owned by" and "Last Logged in User" as the last logged in user is not necessarily the device owner but this is how it works as is. Thanks Damien