billster

Hi Trevor, if I use &[global["inputParams"]["requestId"]] or &[global["flowcoderefs"]["addCard"]["cardId"]] as key (for move card or update card) the BPM crashes and says <error>Invalid integer value &apos;PM00000556&apos; specified at methodCall/params/cardId</error> </state> </methodCallResult>

Clicking the link button in the card works ok. it goes to /servicemanager/request/view/PM00000560 But if you click the blue open button it doesn't work it goes to /servicemanager/request/view/00000560 card key id &[global["inputParams"]["requestId"].substring(2, global["inputParams"]["requestId"].length)] It doesn't allow me to have the whole reference number as key id because it says 'invalid integer' which makes sense because it begins with PM but shouldn't pressing the blue open button open the card in board manager and not the service manager??

Thank you, I have turned the setting on and now I can resolve ticket automatically without owner from my Problem BPM

oh ok I see... I can only use this function if the ticket has an owner. I tried to use ignore 'notify owner' but didn't resolve the ticket without owner. But no bother, will make sure ticket has owner before using this function.

I figured it out... these two settings were set to custom value. after I set as default, went to raise problem it asked for service and then applied SL timer.

Hi Victor, The Service Level is showing, sorry.

just started setting up Problem type tickets today

Is it just me or are 'resolve linked requests' not working? when ran through BPM it just does nothing.

Hi and yes the Incident timers are working fine. But yesterday they were broken.

Hi Victor, I have the SLA configured in the service portfolio where the Problem request is and the timers are in the BPM. I don't know if there is any other config required to make SLA time on Problems. When I go into a Problem ticket, it has SLA information but no timer.

Hi I have noticed when raising a PROBLEM ticket, there is no timer for response and resolve, although there are the timer functions in BPM.

Hi SLA on incidents are no longer recording the time taken for something to be responded to or marked as resolved. I have made no changes to the set up so I am confused about this... When I update request priority it automatically updates the SLA as it should with the rule so that is ok. no timer next to it <--- But when I manually click on an SLA to set, it usually has a target time there, but cannot see that either... Of course, the working time calendars exist in the system still. And the timers in the BP

cheers mate!

Like this but you can change the text to suit you. BPM... the Custom C and custom D are the same config except changed for their respective names and connections as line manager and/or customer H_CUSTOM_C and H_CUSTOM_D config H_CUSTOM_C and H_CUSTOM_D configuration

Hi all Is there a setting so that all email updates are available to be seen by the customer in the request timeline? Right now I have to change the visibility to customer manually.

Yes - I had two users... an admin logon and a service desk logon with same email addresses. I remove the email address from my admin logon and it is working. TBH we are still creating our Hornbill pages so it is good to learn all this

Hi Steve, I have done this and the email does go to the failed folder. Do you know if there is any sort of log file I can check?

Hi all, The updating request rule has stopped working. I haven't changed anything in the settings. Do you have any ideas? Thanks

yes - now I am able to use direct message send so I don't have to mess with templates. For some reason when I was putting variable code in it for ticket reference it was crashing out to process but working fine now.

Hi Steve, I have a simple list with many items on it and have put this in the form as a checkbox field. My goal here is for whatever the user selects in this checkbox, then it writes an email to the person who manages the simple list item saying they have done x with the simple list item. I have set up the email side with the parallel processing and decision blocks. So in my email template when I write to the person managing the simple list item it only shows the simple list items that are selected which are responsible for that person. I tried to do a direct message send and external address so I didn't need to edit a template but the process just crashes. Thanks

Hi all, I have a custom set field which is a checkbox select field. Is there a way to use string utilities in business process to take out some text of the result? Like h_custom_g = hello, bye, cool and turn it into h_custom_g = bye

Thank you - creating a view and sharing with Teams is adequate solution for me.

Hi all, I want to make it so only teams can see their own tickets assigned to their teams. I have a main group called 1st Line Support which should be able to see all the tickets in all groups. Then I have two sub teams and each sub team can only see what is in their sub team. =1st Line Support= ----------->PLM Support ----------->SAP Support But, on the request list view, you can change it so they can see outside their team. How do I stop this?

Hi all, I am trying to create an inbound routing rule to raise a new request when an email with a specific subject comes in. But it is not working. Any ideas? Ta

Hi James, I'll use heading 3 and see how I get on. Thanks