David Hall
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Enhancement Requests
Posts posted by David Hall
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There was an issue with last nights update which has now been corrected which could have been causing this as a knock on.
Can you have a refresh and confirm if you are still experiencing this issue?
Kind regards,
Dave
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Hi @Paul Lear
You can enable the display of the expected resolution date (taken from the SLA resolution timer) by turning on the service manager application setting guest.com.hornbill.servicemanager.showResolveByDate within the admin view.
Hope that helps,
Kind Regards,
Dave.
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Hi @MichaelB
The dates should be formatted according to the logged on users regional settings within the profile settings as per screenshot so perhaps worth checking that first.
Hope that helps,
Kind Regards,
Dave
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Hi @Tina.Lapere
I've linked a previous post which may suggest a couple of reasons why some emails would not get applied to tickets... additionally I would check if the sender email address is associated to more than one user in your instance as this will result in failing to apply as the sender cannot be uniquely identified.
If you don't have any joy with these suggestions please post back.
Kind Regards,
Dave
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Hi Martyn,
I've had a look and the documentation is correct in terms of hid being expected for both the Category and Category (From Variable) fields, there has never been provision for the textual code so both fields do essentially operate in the same manner from a data perspective. I can't say for sure but IMO the distinction of two variables was probably just created to provide a clear difference in the UI so that manual selection of Category would open the category selector popup while Category (From Variable) was available for automated population.
Kind regards,
Dave.
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Hi @Mark (ESC)
The value you mention is provided purely for the app to recalculate target times when requests come off hold, so this will contain appropriate values for this purpose but not necessarily for a reporting statistic.
Kind regards,
Dave.
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Hi @QEHNick
Thanks for the post... we've just come across this internally, we'll have a fix in place in the next update of service manager.
Kind regards,
Dave.
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Apologies I was looking at the individual sub-status records rather than globally set. Let me take a look and see what is happening there.
Regards,
Dave.
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Hi @Mark (ESC)
When you create/edit the sub-status record, if the sub-status parent status is "On-Hold" then you should see the marked toggle to enable selection of a pause until date/time.
Kind Regards,
Dave
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Apologies for that, I've identified the issue and raised a problem record for this. Will have a fix put in place for the next Service Manger update.
Kind Regards,
Dave.
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Thanks for the post @Ann-MarieHolloway we'll take a look and see what's going on.
Kind Regards,
Dave
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Thanks @Paul Alexander
Have increased this so that it matches other views, won't make in time for the next SM update but will be available in the following one.
Kind Regards,
Dave.
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Thanks for the post, we're investigating the issue now and will look to role out a fix as soon as possible due to the confusion you highlighted that it can cause. From a functional point of view you are still able to remove and then add new scheduled dates, but obviously we'll look to correct the issue asap.
Kind Regards,
Dave.
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Hi Martyn,
The description is stored within records in the h_itsm_published_requests table (1 entry per language configured on the service related)
The field is h_published_description and its a LONGTEXT field.Hope that helps..
Regards,
Dave.
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Yes when a request is cancelled it should remove any escalations and notifications as part of the cancellation process. There haven't been any changes I can see in this area for more than 2 years now so nothing should have changed. If it becomes a persistent problem then the logs would need to be checked to see if there is something failing within the cancellation process.
Kind Regards,
Dave.
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Hi @Smurfy
You should be able to hold the SHIFT button and then click on multiple types to give you what you need.
Kind regards,
Dave.
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Hi @Paul H
If it has stopped working without any changes then I wonder if its due to the recent deprecation of the old service level functionality. The following post details this and the steps to migrate going forward. If you need any further assistance please feel to post back.
Kind Regards,
Dave.
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Just as a follow up to this.. it appears the issue you experienced is directly related to the copying of an older automation node. Following the deprecation of a number of entity flowcodes recently, the old node when copied can cause the panel not to load correctly. I believe the issue has been corrected but when copying these older nodes its possible it may stall where it tries to load content that is no longer valid. Reselecting the drop down options, creating the nodes from scratch or using a copy of a recently created node should continue to work correctly.
Kind Regards,
Dave
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I've just double checked with our cloud team to make sure there are no performance issues with your instance and all looks good there. I've just tried editing some BPMs locally and as per @Paul Alexandercomment I can't see any issues around loading/editing/drag and drop.
Ideally as you suggest it would be good to confirm if this is an issue for anyone else in your organization to confirm if its Edge/security settings related or something else.
Regards,
Dave.
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As @Alberto M suggested I'd double check the email address first.. but if thats ok you may also want to check that the email address in question is not associated to multiple user accounts, if a unique record can not be identified then it may not update the request.
Kind Regards,
Dave.
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I've added the Customer Type as one of the fields available in the custom button show filtering, you'll need to check for the values 0 for Co-workers and 1 for Contacts.
This should be available in the next Service Manager update.
Kind Regards,Dave.
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Thanks @Berto2002glad you got what you needed... I'll pass on the feedback regarding the consistency of search term in the different views to the relevant team.
Cheers,Dave.
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Hi @QEHNick
Thanks for the post. As you have correctly identified, department is not something that can be used when assessing SLAs, we don't store this directly against a request and to my knowledge its not a scenario that we have come across before. There is no current plan to extend this functionality further but if there is enough customer demand then we can look to consider adding this to the future enhancements list.
As a possible workaround to this, you can access the custom request fields from the SLA rules... so perhaps in your BPMs before you initialise the SLA, you could retrieve the department value from the customer using one of the user tasks e.g.
and then store the retrieved department value against the request in one of your custom fields? You could then reference the custom field in your SLA rules?
Kind Regards,
Dave
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Hi @Berto2002
You can use a percentage as a wildcard to get the results you need.. so if you search for %admin instead you should get the relevant results.
Kind regards,
Dave.
FAQ - h_reference exposed on Service Portal
in Service Manager
Posted
Hi @Joshua T M
Thanks for posting. This reference has appeared earlier than intended as a result of some ongoing development work where it should have been hidden behind a flag. We'll hide it in the next Service Manager update.
Given that this reference could make its way back in the future, it would be good to understand from your perspective why you would want to hide these references or what problem making the reference visible poses.. we can then feed that back when developing changes in this area.
Kind regards,
Dave.