billster

hi all, I am trying to create a business process in short it is an asset audit form. in the progressive capture, I have had the user enter their serial number of the computer. I want to make it so in the business process it can check if an asset exists with that serial number inputted by the user and update the asset owner accordingly. Thanks

Hi all, Is it possible to see what catalogue items are using a certain business process? Thanks

Hi mate, yes doing the Wiki markup stuff in the descriptions. It works fine but just annoying as I have to keep doing these <span>tags just to change the text colour and size. Is there a way to change this in system settings so it always becomes in black and 16px in size. The default descriptions on fields look too much closely to the background colour of the form so users don't notice the text as it doesn't really stand out. The descriptions are really helpful for providing instructions to our users.

Hi all, Is there a way to make a default text format for descriptions on fields without having to keep putting <span style"">....</span>. Thanks

Thanks - will give it a go.

Hi all, Is it possible to define default roles on new users imported from AD? It would be very time consuming to have to manually add all the roles for users to access the service desk properly. Thanks

Fantastic, thanks!

Hello all, Is it possible to transform lowercase PCQ answers into uppercase letters with the 'replace string' utilities function within business process. Or some other way? Thanks

Hi Gerry, Is it possible to set up analyst logins without admin access to be able to unlock accounts? Thanks

is there a way to unsuspend a login if there are no other admins in the office? Currently we do not have access to the main administrator login on our instance.

is it possible to change the login screen logo? l

my last question is...is there a way in the settings to turn off a reason for updating a priority?

Hi Victor, I have created a task as recommended and also locked the actions except for the priority. When the priority is changed it updates the SLA to daytime SLA and when the task is completed the actions are unlocked and response timer is completed

Hi Victor, I have managed to make the priority between a certain time in seconds and then give it an SLA which is cool! However, I want to make it so in the BPM if the priority is still set to out of hours before the response timer is met then it will check for this and make the priority blank and make you change it. But for some reason, it doesn't work. What do you think?

Hi Victor, Makes sense, I'll give it a shot mate. Thanks

Hi all, Is it possible to automatically choose a specific SLA if a request has been logged after hours? I see this rule but it looks like it requires a date too. Thanks

So in the actual SLA rules I removed all the rubbish like "Team is X" and "Team is not Y" and just had, "priority is X" In the Service Portfolio SLA rule, I have done the "Site is X" and it gives you whatever SLA. Now the SLAs are timing properly in the BP and automatically getting the right one. Thanks

Hi Victor, I have figured it out now. Thanks

I have found that the SLA designation works correctly if the "Site" is used here

Thanks, I did notice that one of the rules did not have "the Team is X" Thanks, I have removed the "the Team is not" rules. ---------------------------------------------------- I have tried adding Organisation Country / Contact Country / Site to either US or UK but then again the SLA still just chooses the UK one even when I add my user to all US options.

Hi, I have created 2 corporate SLAs and linked them to a service. In the rules of the corporate SLAs I have "is Team X" and "is NOT team y" I want it so that the rules are checked and proper SLA is given dependant on Team. In the BPM the Team is assigned by person's country, either UK or US which works OK when the ticket is created and it is assigned to the proper team, but the SLA only uses the UK SLA and not the US one. Is the SLA to be set in BPM manually if I want to do this?

Hi all, I've created a new corporate SLA within Hornbill Service Manager. When I go to link it to any service portfolio, it doesn't show up when I begin typing the name. Thanks

Hi @SamS I was using this in the email routing rule but seems not to do anything, so I'm thinking it isn't entirely possible to filter out old responses in emails threads. Although, I think I have found a bug. If I create an email routing rule and change 'use operation' to OFF then save and reload the web page it is still showing as 'ON' and the rule isn't actually turned off. Thanks

Hi all, I would hope if you could help me figure out a regex to set up a =====respond to email above this line===== regex rule. I've set up an incoming rule that automatically updates the ticket in question, however, each time you email it then it would update the whole ticket with the whole email thread over and over again. How do I make it so it cuts off the old responses and only updates the ticket with the new responses? I tried to create this regex, but for some reason it doesn't work in Hornbill. ^.*(?=\n=====respond to email above this line=====) https://regex101.com/r/wYeCS3/1

is it possible to book out shared devices to users? When in the BPM, there is an option to set the booking status, or does this function just not exist? Thanks