Salma Sarwar

Hi Could the location of the summary label be moved to the left hand-side of the ticket when viewing in the portal please. # Kind Regards, Salma

Thank you Steve. Kind Regards, Salma

Hi Steve, It would be a useful feature, if on the page displaying the services, the analysts were able to search the for the catalogue item that they require rather than having to expand the services to see the catalogue item. Kind Regards, Salma

Hi I have toggled the button to off for Display Bulletins Text however, it is still showing the title text on the portal. I do not want to display the title. Please see below:

Hi Has there been any more developments on this please? Kind Regards, Salma

Hi Is there a way that the h_department can be updated through the BPM. I can see that the site can be updated but I can't see an obvious place to update department. Or alternatively, when creating reports I would like and for example if I wanted to report on the number of tickets raised by department over a year period is it easy to pull through the department from the customer and report on that (without too much strain on the system)

we would like this feature too.

@Jeremy thanks for your reply, that's definitely not ideal but a workaround. It would be nice if the analyst could do this from within the ticket but at least gets us out of the pickle in the interim. Thank you for your help. Kind Regards,

@Steve Giller I would also like this feature where the analyst can at least override the authorisation. I tried to use a quick action which set the status to authorised but does not actually move the workflow on. Is there any other suggestions. Kind Regards, Salma

@Gerry we are running in to a similar problem @Berto2002, has this progressed we are looking at ways of overriding (through service desk) the external authorisation when the approver has gone off-sick for example. Kind Regards, Salma

Hi The attachment is not mandatory at the stage of logging the ticket. I guess the Human Task is the way to go with this. Thanks for your help. Kind Regards, Salma

@Steve Giller I wanted to make sure that the person has attached an authorisation email to the pro cap. If there were no attachments it would mean that the person hadn't attached the authroisation and therefore a reminder email would go out to the customer to say that the call will be placed on hold until the attachment is provided. Kind Regards, Salma

Hi All, Is there a way to check whether an attachment has been added to the ticket via the BPM? Kind Regards, Salma

Hi This has helped us troubleshoot the problem, I am not sure how the problem with the email template has been resolved. Both field names on the email template read the same however one worked and the other one didn't. There was no difference in what we could visibly see with with the field name, they both read like this {{Extended Information.H_custom_32}} I don't know how but it is fixed Thank you all for your help. Kind Regards, Salma

Hi @Paul Alexander I have tried to select the template from within the ticket, however, when I click on the email button our layout looks quite different to yours. Please see below. Am I missing a setting as I can not see a place to select the template? Thank you for your help.

Hi All Custom32 has got a value because we write out the value to the timeline without any issues. However, in the email template it does not pull the value through. Any more ideas? Kind Regards, Salma

Hi All, I was wondering whether you can help. If there are two parallel human tasks, ideally what I would like to happen is if one of the human tasks gets rejected it should automatically go to the resolution stage. Would this be possible without someone having to complete the outstanding human task. Thanks for your help. Kind Regards, Salma

Hi I am trying to use the custom 32 in an email template however, it is not mapping. I have tried both of the following both but it did not get mapped. Any help would be much appreciated. {{Extended Information.H_custom_32}} {{.H_custom_32}} Kind Regards, Salma

@Martyn Houghton I will give this a bash and let you know how I get on. Thank you.

@Martyn Houghton thanks for your work around. Do you have an example of the customer update node? I was thinking along the lines of the following node Kind Regards,

Hi I am trying to set the customer from a field in a custom form where I have set the id of the field to h_customer. This does not however, set the customer on the ticket. Can anyone please help. Kind Regards, Salma

@Steve Giller I guess its about the use-case, we are hoping to send out a daily email with Unauthorised changes to the the authorisers which would not appreciate receiving an email to tell them there is nothing to authorise. The wouldn't necessarily would want their mailbox clogged up with an email just to inform them that there are no outstanding changes to authorise. Its a wasted email to open and read. Kind Regards, Salma

Hi, I think this would be a useful feature as people do not want to see a blank report and are only interested in emails that would be meaningful. Could this be requested as an enhancement please. Kind Regards, Salma

Hi, In my procap I have a date field and I was wondering whether I could use the date within a decision node expression in the BPM to determine whether the date entered is today's date or tomorrow's date. This would then allow us to determine what the priority of the ticket should be. Kind Regards, Salma

Hi I was wondering whether anyone can help. I have a switch capture where in the first procap I have a field that captures customer in a field called h_customer this is done before the switch occurs. Once the switch capture switches over to the other procap and the ticket is logged within the BPM I updated the customer field using the following expression. However, it does not update the customer to the value that was held in the form in the first procap before the switch. When I output the value in the timeline it seems to have the correct value. The node where I am updating the customer is pasted below. Thank you for your help. &[functions.pcf("Incident_form_2","h_customer_value")] Kind Regards, Salma