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Martyn Houghton

Hornbill Users
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Everything posted by Martyn Houghton

  1. @James Ainsworth That a real shame, as not being able to control the visibility at the routing rule stage, means that it is not practical in a real world external customer facing environment to automate email operations where would you will have multiple environment and systems generating updates via email channel. Cheers Martyn
  2. @James Ainsworth @Steven Boardman Any update on this please? Cheers Martyn
  3. @James Ainsworth @Steven Boardman Is there any update on this please? Cheers Martyn
  4. @Neil Smith I just tried creating a request in our instance without selecting a catalog item and it is stopping me from doing so. If all the Catalog items are set to Portal only do you just get an empty list when logging via the Raise New Request? Also if you change one of the Catalog items to 'Both' does it stop you from selecting the service only? I wondering if there is a bug here, that when a Service's catalog items are all set to Portal only, the Analyst App should not really show the service at all. Cheers Martyn
  5. @Neil Smith I think the setting you are looking for is servicemanager.progressiveCapture.servicedetails.catalogRequired Cheers Martyn
  6. @Paul Alexander I suspect when they designed the Update Request > External Reference node, they did not consider that someone would want to remove the value, i.e. set it to Null. As the External Reference is mandatory , i.e. not null, the node is failing as it will not let you set it to null or empty string. Suspect that this will be an enhancement request, as I presume if you supply a dummy string value the node will work. Cheers Martyn
  7. @James Ainsworth @Steven Boardman Is this being considered? Cheers Martyn
  8. @Alisha This has been logged as an enhancement a while ago, to allow the existing Progressive Capture node to work on the Portals, as at the moment it only works for analyst. Cheers Martyn
  9. @James Ainsworth @Steven Boardman Any update on this one? Perhaps the same update could also be used to include an indicator of the main Supporting Team as per @samwoo post? Cheers Martyn
  10. @James Ainsworth Thanks for the update. Hopefully wont be too long, as I might end up wearing out the scroll wheel. Cheers Martyn
  11. @James Ainsworth @Steven Boardman Are there any plans to correct the Suspend node so it uses the WTC linked to the Service Level Agreement, and not just the default WTC? Cheers Martyn
  12. @Victor We were told at the time to put additional steps in the workflow after a suspend node (Place on Hold) before running the Get Requests Details node to check the status of the request to determine if its is now 'off-hold' or has been updated by the customer. I will remove these, test and log a separate post if the issue is occurring again. In terms of the scope of this post, the Suspend Await Expiry is applying the default working time calendar to the duration. Therefore there needs an enhancement to allow you to enable or disable WTC. Cheers Martyn
  13. @Victor We raised this back in 2019, where as per @Berto2002 experience, the suspend await expiry node is applying the default working time calendar to any duration set in the node. This is one reason we not able to use the node in our BPM that require a slight delay in the workflow between calling integration or get information nodes to ensure they work or the relate cache has been updated. Cheers Martyn
  14. @James Ainsworth @Steven Boardman Can we have a wiki page containing the short field name for the fields which are present the global search cache? Cheers Martyn
  15. @James Ainsworth @Steven Boardman Any update on adding Organisation option on the Global Search facility. As advised we have customer with hundreds of tickets. We are attempting to use the 'Global Search' to search the requests timeline and historic updates. The Organisation view and Request List do not have the capability to search these. Cheers Martyn
  16. The sort order on the Service drop down in the Global Search is no longer displaying in alphabetical order of service name, so is a real pain when you are trying to restrict your search to a service as we have several hundred services. Can this list be ordered again by service name please. Cheers Martyn
  17. +1 for us, we run multiple service desks through one instance, so having a more focused setting would be very useful.
  18. @Chibamba You can us multiple conditions with logical operators. An example of one of ours below we use to stop the logging of new requests when they have one of our existing Hornbill references in the subject line. mailbox='ACME' and subject NOT LIKE '%IDXIN%' and subject NOT LIKE '%IDXSR' and subject NOT LIKE '%IDXCR%' and subject NOT LIKE '%IDXPM%' and subject NOT LIKE '%IDXKE%' and subject NOT LIKE '%IDXRM%' Cheers Martyn
  19. @Kate Sandall We use the 'Assign to Request Creator' node in our BPM to attempt to assign the request to the person who created it. We then check it has been assigned after the node before carrying on with the BPM. If it has not been assigned for some reason when then either assign it to a team or use the Auto Assign/Round Robin process. Cheers Martyn
  20. @Chibamba I would be tempted to put the exclusion in the original rule, i.e. fromAddress NOT LIKE "%joeblogs@blogs.com%", so as to stop the rule from firing. Cheers Martyn
  21. @Smurfy Laura Can you provide a screenshot of the library properties and also one of where you are expecting them to appear to the basic user. Cheers Martyn
  22. @TrevorHarris Adding the initial filters will be a great help. Cheers Martyn
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