[Fix by Date - not updating]

How could I manually get the new target resolution time so that I could give the customer a more meaningful update. I guess if I do this in the node that is setting the priority I would avoid the situation above. Thank you.

 

The update that I would like is:

The priority has been set to P4.

The target resolution time is : 27-02-2023 11:42

Thank you.

[Fix by Date - not updating]

Hi 

 

I was wondering whether anyone can help with this. In our BPM we have a node that updates the priority from priority unassigned, however this is not reflected in the fixbydate please see below:

It seems to be doing this in the wrong order even though in the BPM it is correct please see below: Priority P4 for some reason is being set before the Priority unassigned is changing to P4.

 

Kind Regards,

 

Salma

 

 

[Hide Tasks - from customer portal view]

@Steve Giller thank you will give that a whirl.

 

Kind Regards,

 

Salma

[Hide Tasks - from customer portal view]

Hi

 

 I was wondering whether you can help. Is there a way to hide tasks in the timeline from from the customer view?

 

[SQL User import]

Hi

 

I have been looking at the SQL User Import file and was wondering if there were two people with the same name e.g Hannah Smith, how would hornbill determine the correct manager? I would have expected this to be the managers username and not first name and last name.

 

Thank you.

 

Kind Regards,

 

Salma

[Delete - Requests]

@James Ainsworth thank you for your reply as we have managed to created 900 requests incorrectly, I needed a mechanism to delete these requests.

 

Kind Regards,

 

Salma

[Delete - Requests]

Hi 

Is there a way we can bulk delete requests that have a certain summary using SQL script.  

 

Kind Regards,

 

Salma

[Escalation counter]

Hi 

 

Is there an escalation counter to allow you to know how many times a customer has escalated the ticket.

 

Kind Regards,

 

Salma

[Not to display in portal view]

Hi

 

I was wondering whether there is a way of turning this human task notification off in the customer portal timeline update, I cannot see any where obvious to turn this off in the human task that is generated.

 

 

Kind Regards,

 

Salma

[Pulling information from parent ticket]

Hi 

 

@Steve Giller I was going to use the following button

 

Kind Regards,

 

Salma

[Pulling information from parent ticket]

Hi,

 

If a ticket is being logged as a link ticket could information such a category, summary and description be pulled from the parent ticket in the BPM?

 

Kind Regards,

 

Salma

[Summary - feature]

@Bob Dickinson thank you

 

Kind Regards,

 

Salma

[Summary - feature]

Hi,

 

How can I turn off the feature below please?

 

Kind Regards,

 

Salma

[Open Human Task and the ticket getting resolved by analyst]

@James Ainsworth thank you will see what I can do with this.

 

Kind Regards,

 

Salma

[Open Human Task and the ticket getting resolved by analyst]

Hi

 

I was wondering whether you can help.  There was a ticket logged that had two human tasks in the BPM.  The analyst completed the first human task and before the generation of the second task they managed to resolve the ticket.  This has left one human task incomplete and the workflow has not continued due to this.  Is there a way to prevent this from happening. e.g disable the resolution button until all tasks have been completed.  Thank you for your help.

 

The following setting is already set.

 

 

Kind Regards,

 

Salma

[Authorisation nodes]

Hi

 

Thanks for your responses will give it a go and come back if needed. 

 

Kind Regards,

 

Salma

[Authorisation nodes]

Hi.

 

Is there a way to attach all the files that have been uploaded to the authorisation node so that the user has all the information to hand before making their decision on whether to approve/reject the node.

 

Kind Regards,

 

Salma

[Linked Tickets]

Hi 

 

Would it be possible to arrange a call so that I can describe what I would like to achieve please.  I don't think I have explained it well.

 

Kind Regards,

 

Salma

[Human Tasks - Can they be automatically completed]

Thanks Steve, would you recommend using the authorisation node instead? 

 

Kind Regards

[Linked Tickets]

Hi,

 

I am creating a ticket which would be a child ticket to a parent ticket.  I have asked the service desk analyst to insert the parent ticket Request ID .  How can I update the parent ticket to indicate that there is a new linked ticket.  I have tried the following from the child ticket that is getting logged.  The reference number is contained with the procap.

 

 

Kind Regards, 

 

Salma

[Human Tasks - Can they be automatically completed]

Hi,

 

We have two parallel tasks for two different teams we were wondering whether it is possible to complete a task automatically if the other team has rejected their task.

 

Kind Regards,

 

Salma 

[Bulletins - Displaying Title Text]

Thank you.

[How do I make the impact level visible]

Hi,

 

I was wondering whether you can help. Is there a way to make the impact level visible for analysts to select.  Please see below:

 

In the ticket the analysts are able to select the urgency but not the impact

 

[Customer Escalations - ability to identify & report on these]

Hi,

 

This would be a great feature, it should also show how many times a customer has escalated the ticket providing different workflows to be configured depending on the number of escalation attempts. e.g. first escalation to go to the team lead, 2nd escalation to go to the departmental lead and 3 or more to go up the hierarchy.

Kind Regards,

 

Salma

[Position of Summary Label - Self service portal]

Hi Steve,

 

It seems like it is too small and you are drawn more to the description rather than the summary.

 

Kind Regards,

 

Salma