JanS2000

I'll give that a go, thank you!

Got it, thank you @Victor! Yes, the Name Separator has -> in but assuming it should be > as in your screenshot? Is that right? Apologies for my ignorance on this, it's unfamiliar territory for me.

Thanks @Victor. I can't find anything called categories configuration in the admin console, do I need a particular role to see this?

Morning, I've published a couple of problems to our self-service portal as known issues. They look okay to me but when me or any colleagues click the Me Too button on either one, nothing happens - we just get a scrolling wheel that goes round forever and doesn't do anything. I've been reading the guidance on the wiki to see if any special permissions are required, but it doesn't look like there are. I've also checked the advanced and core settings but nothing stands out. Has anyone else experienced this or is it likely I've set something up wrong?

That does what I need it to, thanks @James Ainsworth

I'll give that a try, thanks @James Ainsworth

I tried co-worker first @Steve Giller but that only allows me to add people from within ICT, not other departments, and it's people outside ICT I need to send notifications to.

Good afternoon, I hope someone can help or point out what I may be doing wrong. I've started to create a new BPM and want to build in some email notifications to various contacts throughout the organization, but no names populate when I start to type. If I choose co-worker, that's fine but it's obviously only offering people within ICT, not the wider org. I've had a look at the guidance for email notifications on the Wiki and it says on there "Only contacts that have records stored in Hornbill will be available". We have contacts in Hornbill that are imported somehow from AD Azure, but does this mean the contacts I need to send these notifications to, need to be added somewhere else in Hornbill? If so, where? Thanks.

Hi, this still happens on our instance (we started using Hornbill in March). It's not a major issue but one I'd like to get sorted if possible. Should I raise a support ticket? Any help or advise greatly appreciated.

Morning, I just wondered if there was anything else I could do myself to rectify this issue, or if I should log a support call? Thanks.

I added another node in before the suspend, to get customer details, and the suspend works okay now in this test process.

Hi @James Ainsworth hope it's okay for me to post on here as I'm having a similar issue. I'm only testing something out at the moment, but I've added a suspend node in with action focus on asset, and another after for focus on category. The other suspend notes for setting priority and owner work fine, but then it stalls at this. If I manually refresh the browser, then it comes up with the focus on asset and the suspend notice comes up.

Thanks @Victor. I had a look at the sub-statuses but wasn't sure if that was the right thing to look at. I've just looked again after reading your reply and found there's only the one status for Incidents and a couple for Change, so do I just need to create one (or more) for service requests? If I do, will that work for this particular SR or just apply to any that are put on hold after?

Good afternoon, I haven't come across this problem on our instance before, and I can't find anything similar on the forum. We have a service request that was placed on hold, and we need to take it off hold now to proceed with the request, but we can't - there's no option to resume. I had a look through the timeline of the call and found that somehow this post was made "public", I'm not sure how, so I've changed that to Team. I don't know if this going to be a one-off glitch, but if anyone has any ideas on how to get round it, without having to wait for another 3 days, that would be very helpful. I've included a screenshot so you can see what happens when we click to release the call. I'm not sure why it says Feedback Required, but if it's possible for me to change that, a signpost to where I can do this would also be appreciated, as it is a little bit confusing. Thanks.

Hi @Steve GillerI checked the prerequisites and I think they're okay, I'm not 100% certain what they should be though. Other email notifications work, it's the reporting and customer email updates that don't work (that I'm aware of at least).

I'll have a look at that now, thanks Steve.

Morning, the notifications seem a bit hit and miss in general - the email update from user definitely isn't working, but is enabled, but I've also noticed that we don't always get updates in Hornbill for updates made on our requests either. I've checked my own notification settings and they're all okay from what I can tell. Scheduled reports don't come through via email either, they're available to download, but I have set them to send me an email, but it hasn't worked since we started using Hornbill. I haven't really had time to dig a bit deeper till recently and realised. If needed, I'll raise this all with support, but if anyone has any ideas on this where I might be going wrong, please let me know. Thanks.

Morning @James Ainsworth, thanks for your reply. I'll check but I'm sure that after the fulfilment activity is completed on a request, it automatically closes it. This is how it was set up originally and I just added the feedback node between that and the End of the process. Do I need to add another node into the BPM before the close node? I'm still learning and finding my way around all this so really appreciate your help and advice.

Morning, I've noticed this morning that the "resolved by team" field on our feedback reports is blank for all service requests. We didn't originally have a request for feedback on our SRs, just incidents, so this was added recently to the SR BPM. I replicated what we had on the incident BPM so I'm unsure where to make a change to capture the team info. I've checked the wiki and searched this forum for similar instances of this, but I haven't found anything. I'm sure it's something I've done wrong or need to change to make this work, but it would be helpful to have the team info captured in the feedback reports, if at all possible. Any help or guidance would be much appreciated, thanks again.

Hi, this still happens for us, do I need to raise a support call?

Hello again, I checked this setting and found it was already set to both but it's not generating the emails. Should I raise this with support? Another question related to this, does the email analyst notification work if anyone other than the named customer, emails in with an update about a request, or does it only send the notification when the customer themselves emails? It's just I've got one in my queue that someone else has emailed in about (from a different department), and I haven't had a notification by email. Thanks.

Ignore previous, I didn't realise the link was within those instructions! I'm in, thank you!

Sorry I didn't see the video but I'll watch it. I can't get into the app to scan from it.

Hi, I've followed the instructions but when I scan the QR code, it says there isn't an app on my phone that can use the code. I've installed the app (uninstalled and re-installed a couple of times). The app version is 1.8.29 for Android.

Thanks again Steve!