[Change to email address]

Hi @Steve Giller - I am a bit confused by this change. 

We were using a different email address to that above, which is showing in Platform Config>Shared mailboxes> default address.

Do I need to change the above setting to our shared mailbox default address?
Do I change both of the below settings?:

[Default Request Details form does not pick up Description if Summary field left blank]

Hi @James Ainsworth is there any update on this please?

 

[Default Request Details form does not pick up Description if Summary field left blank]

Hi,

We are using the default request details form for summary and description in our ICs.  The default form has been set to non-mandatory, as we have some quick tickets where this information is not required and therefore wish to bypass it for some requests.

I have noticed that if the Summary field is not completed (ie left blank), and the description field only is completed, both summary and description fields appear blank in the 'Details' section of a request.  

Has anyone else noticed this? 

Is this normal behaviour?

Thanks

 

  

[Request Details form - can the summary and description be shown in both the Details and the Form Details section of a request?]

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.

 

 

[Timers not starting in logged requests today]

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! 

[Timers not starting in logged requests today]

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.

[Categories default form is picking up category intermittently]

@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.

[Categories default form is picking up category intermittently]

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.

 

[Categories default form is picking up category intermittently]

@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?

[Categories default form is picking up category intermittently]

I haven't changed this from last week when it was working correctly.  I will try the mandatory option and let you know.

[Categories default form is picking up category intermittently]

Categories node in IC:

[Categories default form is picking up category intermittently]

@Steve Giller - do you mean in the IC?

[Categories default form is picking up category intermittently]

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:

 

[Progressive Capture switch - not switching BPM]

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?

On 5/27/2021 at 11:01 AM, AndyHill said:

@Victor it certainly doesn't cancel the existing workflow so I have built in an end process and set the end process element to complete the checkpoints. 

This completes the first BP generated and the second BP obviously continues as planned. Only negative is when the user logs a call they initially see the call based on the first BP which then shortly updates to show the new one but that's a minor thing. 

 

 

[Query report output - Assets]

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

[Switch Capture node not switching the BPM]

@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.

[Switch Capture node not switching the BPM]

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.

 

[Switch Capture node not switching the BPM]

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?

 

[Adverts in Portal]

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.

[Incorrect format of Dates]

Hi I have just noticed that we are also affected by this issue.  

Is there any update please?

[No longer able to reassign tasks]

Thanks @Gareth Watkins and @Steve Giller
 

@Steve Giller - would it help if I also raised this directly via the support portal?

 

[No longer able to reassign tasks]

Hi is there any update on this issue?

[Customised form - is it possible to map the priority?]

Hi Steve,

Thanks that has worked well. 

 

[Customised form - is it possible to map the priority?]

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)?

[Customised form - is it possible to map the priority?]

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.