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Steven Boardman

Hornbill Product Specialists
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Steven Boardman last won the day on July 16

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  1. @Tina three things to check 1. Have you enabled this setting? This will allow the SL to be auto re-evaluated when a ticket like priority is changed 2. Do you have rules enabled on your Service Level, which will be automatically re-evaluated when a ticket param like priority is changed? 3. Do any of the rules in step 2 relate to priorities ? i.e have you set a rule which changes the SL if the priority is x or y Finally the rules will be evaluated from top to bottom, and once a rule is met it will inherit that SL, so just double check there is nothing in your rules that might evaluate to true, before it hits a priority based rule in the list.
  2. @Alisha using the approach above the customer (of the Incident linked to the problem) would receive an email - the email would let them know there is an update and a link to it - exactly the same way as the Incident update one works. Customers can't view Problems, Known Error or Release tickets on self service to see any updates, so email is the mechanism and they will be able to see the update on their Incident ticket, from the link in their email - it just so happens in this scenario, that the original update was made to the problem, and it cascaded down as an update to their Incident, and in turn they get an an email about the update This works as below for the two scenarios: Problem Updated - > Linked Incident Automatically gets Updated > Customer gets automated email letting them know there is an update Incident Updated > Customer gets automated email letting them know there is an update I hope that clarifies the email the customer gets from a problem or an Incident
  3. @Alisha there isn't an option for Problem, Known Errors or Release ticket types. The logic here is that these are typically not customer facing ticket types. However if you have Incidents linked to a problem record, and you make an update to the problem record, and use the Update this and linked requests if the update to the Problem is marked as Customer visibility, it will update the linked Incidents and the customers of the Incidents will get the update as it's been applied to their Incident and is Customer facing I hope this makes sense?
  4. @Alisha if tickets are linked, the option to update the linked tickets will show, if there are none linked it won't Settings to enable are in the admin console > Apps > Service Manager > Settings Hope that helps
  5. @Berto2002 if you change the entity to Change Requests and create an email template against this entity You will have the Start and End date variables available to you (the list of variables will include all the change attributes plus the standard request variables). When your using a different entity email template, be sure in your business process node for sending the email, to ensure you have set the Email Template Entity field accordingly
  6. @Cassie this is strange - I can only replicate this if the tickets in the list are not assigned to a team or owner, if they are the options should appear. In order to get this looked into further (and to ensure i am not missing something obvious), i would suggest getting this logged with support, so they can assist directly - https://www.hornbill.com/support
  7. @Cassie do the tickets you have selected have a team assigned too them? if you use the assign option do the other options then show for you?
  8. @HHH One advanced option you could possibly explore for this could be the ESP Conditions in email templates. This feature allows you to display text in the email template based on, for example the language of the customer of the ticket (coworker or contact) Whilst perhaps a little work depending on the number of languages you support, this would allow the email template which is sent to customers when an update is applied, to Only display the text in the email which is relevant to the language set against the contact So in essence, the email template would contain each language version of the text you want to include, configured in it, for example: Hello Customer Bonjour client Hallo Kunde then for each block of the text, you could use the ESP condition builder and build the condition around the customer language Which would determine if it is then displayed in the email when it is sent to the customer. As i say it could involve some work, and you may not feel it fits your need, but i wanted to mention it as an option https://wiki.hornbill.com/index.php?title=Email_Templates ESP Conditions section
  9. @Berto2002 as @Steve Giller suggest is looks like you need to have Different resultreference field names for each of the nodes Set scheduled start date time format Set scheduled end date time format Then in the variable picker in the notice node, you will need to pick the output param from each of the two nodes - You will notice that the output name for the Date will inherit the Result Reference you changed it too. if you have the same Result Reference name in each of the nodes, you will get the same value in the notice.
  10. @Berto2002 great. Yep there is an option to both lock and unlock any of the action items (and the request details section) at any point in a workflow - so you can have full control over which actions are available and when There is a section on the wiki which covers this - https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow It also explains, how users with specific roles can still have the rights to amend locked actions Steve
  11. @Berto2002 i am not sure this option is possible (without the suspend options) As a different approach have you considered expanding on what you are currently doing with the Change Banners? You can keep the Change Schedule front and centre for everyone, irrespective of which action tab they land or are using? The actual dates of the change can both be added: * Manually by adding a notice via the information section on the request * Automated via the BPM - once the change is scheduled and authorised, you can use a Get Request Info node, and then Add Notice node and use the variable picker to inject the actual start and end details into the Banner Steve
  12. @Alisha there is a feature to multi-select available, so you can select a group in a go rather than individually
  13. @AndyHill if you use the Get Request Info node at the start of your process, there is an output param of Time Logged You can use this The value is in seconds - so you will need to calculate what 07:45 and 18:00 are in second and then use the custom expression to branch if the value is less than 07:45 (26820) i think and greater than 18:00 (64800 i think). You may also want to use the iBridge free utility option to get the Day This will get you current day in the format (Monday, Tuesday etc) this will also allow you to branch if it is the weekend So If Day = a working day (i.e Monday-Friday), then do a second check on the time logged to determine if this was OOH or not Hope that helps Steve
  14. @AlexOnTheHill yep the error is suggesting the user id is not being found. I've attached a test BPM which you could try, this works for me as expected group-membership.draft.bpm.txt 1. Get Customer ID from the Get Customer node 2. Get Customer groups using the output param from the first node 3. Output the users groups to the timeline This should at least prove that you are able to get the userid of the customer of the request, and output their groups to the timeline - then if that works, you can add in your decisions based on the group output Hope that helps
  15. @mojahidm there is an option here but not on the Email action. If there are tickets linked to the Major Incident, you can add a Customer visibility update and choose to have the update applied to all linked requests. Each linked ticket would then be updated. Against the service which the linked tickets are logged against, if you have the following setting enabled, it will send an email to the customer of each linked ticket, letting them know there is an update on their ticket and a link to the update for them to view - when they view this, it will be the text from the update you have added to the parent MI. I take your point on the Email linked tickets, and will raise this for discussion with the development team.
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