Lee C

Thanks, interesting stuff. will see if it works

Hi i am wondering if there is a way when in a ticket there is a button i can click that will auto resolve the ticket? so instead of having to manually email out, update ticket and set closure code etc can i automate this so clicking the button does it? This would be handy for repetitive tickets where the info going out to the end user is always the same I am thinking this is an auto task and when created it appears under custom buttons? im probably totally wrong

Thank you so much @Steve Giller awesome job, been trying to figure this out for ages, i love how you explained that so easy to understand I may be calling on you for some help with other things automation!

Interesting, how can i block the completion of it or create an auto close request? This is the custom form i have setup at the moment and the field setting, i want these to be auto closed straightaway when the user clicks finish or like you say can my form display the line of text and the user cant continue with it?

oh cool, reason i ask is that i have a form setup on the self service portal that displays text " we dont support this etc etc " and i dont want the end users clicking finish as it logs a blank ticket, i understand you can only disable the next/finish button by prompting a value to be inserted so the user cannot continue with the form but it looks untidy for me so i was wanting to set something up to auto close these tickets down straightaway as they shouldnt be coming through in the first place.

Hi Is there a workflow i can create that auto closes tickets logged from the self service portal by category? so say i wanted to close all tickets logged on the portal when the outlook request category is chosen, can Hornbill do that?

This is how mine shows now, no matter what i do it just keeps logging a ticket lol, Is there a way you can automate tickets to auto close? as this would fix the issue for me where it would auto close the blank tickets.

I have no override flags set as Jim does in his screenshot, do i need to put in any override conditions?

im intrigued in the form field settings what you have ticked so these requests dont submit a blank ticket on the system after pressing finish

Hmmm still doesnt work, heres how mine looks like now with the text, the finish button when clicked still goes through and logs a blank ticket, im beginning to think this just wont work for me ha

Cheers Craig yeah i guess it looks a bit untidy doesnt it to the end user

I think you might be getting the wrong end of the stick of what i am trying to achieve, i know how to make questions mandatory so the form cant be continued, i want the form to open and only display a line of read only text and no option to press next or finish at all, basically i dont want the form to continue period when the end user sees this text...

When i click finish it just logs the ticket, you have lost me lol why would i need to set any override flags? The only field i have on the form when creating it is below, as soon as the end user opens up the form i only want them to see this line of text, the text comes up but the finish button does presumably because thats what the end node is, im curious to see your capture flow and what field settings you have to get this working. My capture flow looks like the below, i want the form to basically cancel so the finish button does not appear but i cant end this process with the cancel node, i have to place an end node on it however when i do it still comes up on the form with a finish button so the end user can still push it and log the ticket

If you dont mind are you ok to share or paste your capture workflow you created? i cant figure out how to get it working.

I have the customized form as below, then the next stage i cant end it on a cancel node, i have to place and end node on it which brings up the " finish " button and when this is clicked it just logs the ticket blank lol I cant see any other way how to do this so i am thinking it cant be done how i want it?

will this work Jim? on the capture flow i am required to put an end node on but the form just continues anyway, i dont want any option on the form for next or finish, just want it to display information and the only option is to cancel.

Hi Guys Getting a bit stuck to know if i can create a form where when the end user selects it from the portal it can display with a simple line of text saying " we do not support this " currently my form looks like the below but i want it to have no button to continue with the form just the line of text advising the item is not supported by IT, can this be done? Basically i want to stop end users from being able to log a ticket for items not supported with a simple display message.

Thanks guys, yes behaves different to workflows, got it now

Hello Not sure if i am missing something here but when i click to customize and create a new capture form i have no options to create new nodes to create a custom form? i have the admin role assigned to me and i have to paste nodes from another form onto a new one to create anything, surely this is not right?? am i missing something here as i understand all you need is the admin role to be able to do this, sorry its just not clear the instructions on site how to start creating these in terms of finding the options, in the screenshot thats all the options i have I also cant delete test forms i have created

Hi I have 1 service request portal form when logged the category is missing, in the screenshot i want it to appear under Criis services so an analyst can select it after logging the ticket, i can see it auto does this on some request forms already, how do i create the category?

Hi All, the previous ITSM i used allowed to me do workflows which auto fired an email out on the ticket when a self service portal form was raised, for example End user logs a ticket on portal > it assigned to 1st line > then it auto emailed from the ticket for example to a third party Can this be done a on a Hornbill workflow? This was extremely helpful.

Good idea, also noticed you can set the service to pipeline status so your end user base cant see it.

Is there a test environment for service desks that use Hornbill, im an admin so before activating workflows etc id like an environment to test them before going live, does this exist?

Hi, im an admin in my workplace, how can i add questions onto existing self service portal forms?

Also i have seen the advice given using nodes called assign to team or owner and i cant see any of them when in a workflow, should these be available on the node list when creating?