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Estie

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Everything posted by Estie

  1. Estie
    Hi, When an analyst raises a new incident - our initial IC contains a default request details form. They then add a customer and choose a service and a CI. In the IC for the CI chosen, we have a customised form containing fields mapped to the h_summary and h_description - which are only shown if the form is completed via self service. I noticed that when a request is raised by the analyst - the summary and description from the default request details form only shows in the Details section of the request and not in the Form details. Is there a way to show Summary and Description in both the Details and Form Details section? This would help our analysts so they don't have to click in two separate places to see all the request details. Thanks.
  2. Estie
    Hi @Adrian Simpkins - I believe one is an existing authorisation request (!), the other was logged today. I am speaking with the customer after 2.30pm so should know more then. Hopefully the panic will remain mild!
  3. Estie
    We are also affected by the auto closure not working for which I have raised a support incident. I believe we are also affected by the SLAs not being applied to new requests - seems to be Self Service requests, and I am getting reports of users unable to approve tasks. I have not yet raised an incident for these.
  4. Estie
    @Steve Giller - Both myself and colleagues have done some more testing using the categories form. When raising test incidents the category only appears in the Incident (in the right hand pane) after we refresh the browser screen. This has been tested in the latest versions of Edge and Chrome and both working on and off site. Are you able to assist with this? I am happy to raise a support ticket if required. Thank you.
  5. Estie
    Ok thanks. I have just raised another test incident with categories form still set to mandatory and the category did not appear until I refreshed the browser page. So there seems to be some sort of delay. I am working from home. I will carry on testing and use another device and ask colleagues to test onsite tomorrow too just in case there is an issue with my connection.
  6. Estie
    @Steve Giller Setting the form to mandatory did not initially work. However it is now working and all the categories that were missing in the previous test incidents raised this afternoon are now showing their categories. Not sure if there is some sort of delay or glitch. I also updated the 'update categories' node in the BP to add a timeline entry but this is not working and I cannot see a timeline entry in any of the test incidents. &[global["flowcoderefs"]["getReqInformation"]["loggingCategory"]] Does the categories default form definitely have to be set as mandatory? If so is there a reason there is a choice in the form?
  7. Estie
    I haven't changed this from last week when it was working correctly. I will try the mandatory option and let you know.
  8. Estie
    Categories node in IC:
  9. Estie
    @Steve Giller - do you mean in the IC?
  10. Estie
    Hi, I have an IC for incidents, and have added the categories default form to it for an analyst to complete. Last week when testing the category was being picked up and showing it in the summary panel. Today the category seems to be missing in any test incidents raised. I have added an update category node to the linked business process (which wasn't required last week) but this has worked for one test incident and no others. Any help is appreciated. Thanks IC: Business Process:
  11. Estie
    Hello @Victor I am using the same method to switch captures and BPMs, and have used the same method as AndyHill (below). I noticed that the original Business process raised shows as 'completed' rather than cancelled. Should it actually be cancelled? I could not find KE00167657 so I assume it was resolved?
  12. Estie
    Hi @Steve Giller I am also experiencing this issue when reporting on all assets. Also the CSV produced is only giving me 10,000 records, when we have 50K+. Is it possible to produce a report of all assets? Thanks
  13. Estie
    @Steve Giller - thank you that is really helpful and has given me a lightbulb moment! I have now managed to switch capture and then BPM.
  14. Estie
    Hi @Steve Giller not sure I will check that. However the new IC I am switching to is in the same service. Not sure I understand the purpose of switching capture if the Business Process is not switched either? The older post would imply this is possible using the 'assess BPM' node. I don't fully understand how this works or where it should go.
  15. Estie
    Hi, I am using the switch capture node in an IC to switch to a new IC based on the answers to a question on the first IC. Although the IC is switched, the business process being used is the original process from the original IC, and not the process linked to the new IC as in the Service Portfolio. Both ICs are in the same Service. Is there something I need to add to the IC or the original BPM? Any help is appreciated. This is my IC: I found an old post about this - but not sure I understand what to do, and whether this might have changed since?
  16. Estie
    Hi @Gerry Whilst I understand you are trying to reach a greater audience, we too have concerns about this banner showing in our instance. Our Senior Directors have complained about it. I understand it can be dismissed, however we would like it removed altogether. I don't know about other organisations however the event for us is only applicable to myself as Administrator and possibly one other person. In the current climate the cost of sending more than one or two people is possibly prohibitive for many organisations. I would like to hope that Hornbill are not keeping incorrect customer details such as email addresses for GDPR reasons. Perhaps that needs addressing? I will be contacting customer success to discuss further.
  17. Estie
    Hi I have just noticed that we are also affected by this issue. Is there any update please?
  18. Estie
    Thanks @Gareth Watkins and @Steve Giller @Steve Giller - would it help if I also raised this directly via the support portal?
  19. Estie
    Hi is there any update on this issue?
  20. Estie
    Hi Steve, Thanks that has worked well.
  21. Estie
    Thanks Steve, I did already try that although I just used a static dropdown in the IC. So I will try it using a simple list and let you know if it works. Do you mean if we add/remove/edit the overall Priorities or if we update the priority in the request after it is initially set (eg using the action icon)?
  22. Estie
    Hi, I have a new customised IC which contains a field for an Analyst to add a priority to a request. The field is a dynamic drop down from a simple list which contains the Priority names. Is there a field that I can map to directly so that I can pick up the priority in the business process? I have tried mapping to a custom field (both text and integer types) and also tried to map the Priority ID to the custom field. Although the priority is showing in the questions section of a request, the priority of the ticket is not changing. I know there is a default priorities form, however I would like to try and reduce the pages of the IC to one customised form. I would be grateful for any help on this.
  23. Estie
    Hello, We are also experiencing this, and I too am being chased by colleagues. I will keep an eye out here for any updates.
  24. Estie
    Hi I have been asked to export a list of our incident and request categories. Is this possible? I have tried using and amending the definition file in this post However I am not sure that a count of categories is showing me all of the categories. If I remove the count or try and group by or sort by category ID or name, I get a blank preview of the data, or just the top level names of some of the categories. Any help is appreciated. Thank you.
  25. Estie
    Hi I am also interested in the answer to item 1. above - In the Service Portfolio is there a way to filter Services by Service Domain? Thanks
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