Andrew Parsons

Hi - any response on my question above?

Thanks James - I suspected it might be because it was in use, however if you try and delete one that's in use, you get a warning telling you that. As above, nothing for renaming, but it appears to work Also - Because renaming hasn't been working, I've been copying the BPM my desired name, but it then allows me to delete the original (which it shouldn't do if its in use)

Worth noting that rename works in Captures as have just successfully done that

Hi James, completely understand about the length of the description field. The way our business processes are set up, we populate the Description field with the unique information supplied by the customer (so in the example about, name of the DL they want adding to would be here) Is it possible to display the first X amount of characters? For example I've noticed that if you have the full license in HB (as our analysts do) and go to Request view, if you hover over a ref number, you get a preview like this, which includes some of the description: Obviously basic users do not have this view. But is it not possible to use the same method in the My Requests widget?

I've had exactly the same problem too

Thanks @Gareth Cantrell that's great. I've dabbled with regex but I'm not really an expert! Tested the first one ok, will now try the second one with a known doublebarrel-er. Would the w+ only cover letters? we have a minority of users that have a number on the end (if the firstname surname is shared with someone else)

@Gareth Cantrell Thanks Gareth. I assume the 'after a space' match is because the example subject line I gave was "test2 firstname.surname@islington.gov.uk" ? If so, it might not always be in this format. Ideally I just want to be able to extract the email address where it appears in the subject. Is this possible?

Hi all - I'm trying to use the above function to extract an email address from a piece of text. For testing purposes I am generating a ticket by emailing with a key phrase in the subject line ("test2"). This triggers process that creates a new ticket. This works fine Also in the subject line is a user's email address. I would like to use Regex substring to extract this address I've setup my node as follows (all of our email addresses end in @islington.gov.uk and I've users this regex which was given to me by someone at Hornbill when we ere first setting up our processes. My understanding is that this should extract the email address only (of course, this may be an incorrect assumption on my part) eg: source subject line: test2 firstname.surname@islington.gov.uk result: firstname.surname@islington.gov.uk To test whether this is successful, I've been writing the Result above into the call description. However, it keeps coming out as the whole subject (eg: including 'test2') rather than just the email (real user's name removed below)

Hi all - not sure if "my requests" is a standard name or something we've called it in our implementation, but essentially it's a widget on our customer portal so a customer can see their current requests, and click into them to view updates , close, leave feedback etc (see attached screenshot) Our service requests have standardised titles, so for example if someone logged 2 x Distribution List Amendment requests they would see 2 entries in this widget both titled "Distribution List Amendment" and in order to tell which ticket is for which list, they would have to click into both and review the Description. Is there any way to amend the contents of this widget to display extra information so they don't have to click into each ticket? I notice there is a download option (that exports to a csv file) but this does not include the Description field

Thanks Stephen - is this available yet? Also, your screenshot in the last post seems to be missing off the contents of the "email address" and "account status" fields

+1 from me too. 90 day dev cycle well and truly passed on this one

Any suggestions on this?

I'm currently setting up a Board that tracks certain types of tickets and their status. As part of the BPM for the Incident, the card gets moved to different lanes (eg: when it's picked up by an Analyst, when it's team assignment changes etc). One thing I'd to show is a Lane that collects open tickets that have no been updated for a certain amount of time. Is there any way I can check for this? I notice there are timer options, but can't find one relevant to ticket updates. I'm aware I can achieve this in a report / request list view, however I'd like to track in a Board if possible

Hi all - first time poster - Apologies but I did look for this in the forums but couldn't find anything similar. We have a simple Request form on our customer portal allowing customers to submit feedback / improvements. Obviously by the nature of how the capture / BPM works, it captures the customers name. Is it possible to have an anonymous option? I've tried adding something to the capture for the to specify whether this should be anonymous or not, and then a step in the BPM that checks for this and removes the contact information. However, the original person is still captured in the Timeline as having created the request.