Martyn Houghton
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Enhancement Requests
Posts posted by Martyn Houghton
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The reason for this is we want to send out email notifications using a secondary 'noreply' address which is configured on the Shared Mailbox.
Cheers
Martyn
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Can we raise an enhancement request to have the ability to set the 'Email From' address when using the 'Request Connections' 'Email Connections' node. The 'From Email' option is available on other Request Email nodes.
Cheers
Martyn
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The Request List displayed within the Service Portfolio > Service screen only displays request of Incident, Service and Change Requests types. It is not showing Problem, Known Error nor Releases, so appears to be hard coded to the original three Request Types. I have checked I have access to the Full Access role for the request types and request existing under the service (which I can see in the normal Request List).
Can this be looked as please.
Cheers
Martyn
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Appears the issue is not just related to the Via node, only one pathway through the previous workflow steps is being evaluated when building the Variable Picker options.
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When using a Via node prior to or earlier in the flow to a Decision Node the Variable Picker does not show all prior objects in list.
Cheers
Martyn
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Linked to @Jeremy post below, can we raise an enhancement request for additional custom fields types using the same common selection of data type and lengths as available at the request entity.
Subsequently the Get Request Information > Service Details node would need to be updated to support these, plus the propose enhancement to allow updating of Service Custom Fields from the request as well.
Cheers
Martyn
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At the moment within a workflow you can only update the Service Status of the service the request is linked to. Can we request this to be extended to allow the updating of the Service Custom fields as we want to automatically update information held within these fields dynamically from requests.
Cheers
Martyn
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In order to use another account with Hornbill you would need to use a private/incognito browser window (or different browser), as the session/authentication cookies will be shared across normal browser sessions.
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Martyn
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Any update on this back log development item given its wide interest?
Does not help to keep the customer a the centre of your focus when you are not able to copy connections from one request to another.
Cheers
Martyn
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Can we raise an enhancement request to be able to trigger an Auto Task from a Routing Rule, including the ability to pass in the details of the email and the request reference matched by the rule.
This will allow increase the flexibility and capability of Routing Rules.
Cheers
Martyn
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Can we raise a enhancement request to have the ability to set the Status and Sub-Status of a Routing Rule - Update Request action.
We are trying to build Enterprise Service Management (ESM) interactions for both logging and updating existing requests based on incoming emails. Having the ability to communicate intelligently with the request using status/sub status changes would wold make the ESM integration much more flexible and deeper.
Cheers
Martyn
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Thanks for progressing this so quickly.
The initial not formatted text, is it just a certain number of characters which are displayed (less the wiki formatting characters)?
Cheers
Martyn
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On 5/9/2022 at 7:30 PM, Hayley Gladden said:
We also have the following setting turned off, which is being ignored and emails are still moving to the deleted items folder. Is this a known issue? Has anyone else experienced it?
Try turning this on. It sounds wrong, but it should mean the other setting where you have told it to move it to Inbox will then be activated.
Cheers
Martyn
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I trying to import Known Errors into to Service Manager but hitting an issue with how I import their published status. Looking in the database there is a separate table h_itsm_published_requests which sits over Problem and Known Errors. As part of the import I need to be able to pass a flag to indicate whether the request being imported should be published.
Is there anyway to currently do this as I am on a tight timetable to migrate the data from a system which has to be decommissioned very soon.
Cheers
Martyn
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Can we raise an enhancement request to have a Suspend Node under Known Error to await Publish. This is so the workflow can suspend waiting the Known Error Request being set to Published.
Cheers
Martyn
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Currently there are only two Known Error specific BPM options to Get Information and Update Known Error, so appear to be very limited in terms of automation.
We are trying to automate the creation and publishing of Known Errors on the portals but in order to do this we need the ability to undertake the same actions as the Publish Action in the user app, i.e. set the 'Include Workaround' and update the Status between Draft and Published.
Cheers
Martyn
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Are you using Routing Rules to process emails automatically?
If you are there is a setting in each rule that sets the destination folder for processed requests. Example below.
Cheers
Martyn
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Can we request the ability have a textual filter added to the Request List widget, much like the one that is present on the user app Request List view? This will make it much easier to locate requests when the user has a large number of requests.
Cheers
Martyn
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We experienced the issue of disappearing Sub Statuses when changing them to all, which was reported in the post below. Not sure if the fix has been applied yet, as it sounds like you are having the same issue.
As you point out the old option for making reason mandatory does not seem to be present.
Cheers
Martyn
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Missing Known Errors BPM Node - Suspend Await Publish
in Service Manager
Posted
It would make sense to have the suspend node work for both the changes to publish and to draft, so it can be used either way.
Cheers
Martyn