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James Ainsworth

Hornbill Product Specialists
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James Ainsworth last won the day on October 21

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About James Ainsworth

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    Hornbill Service Manager Product Owner

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  1. Hi Jeremy, Nothing in the BPM at the moment to do this task automatically. Out of interest, do you need to keep these requests that you create with the Progressive Capture info once the other app is updated (just without the questions) or are you looking to completely remove the requests? Also, is this another Hornbill app or an app external to Hornbill?
  2. Hi Mike, I have seen before where updates to the status via the BPM were incorrectly set up and they were updating the status with just the word Open when it should be status.Open. If someone has access to the Database Direct tool in Administration, it would be interesting to see if the values held in the status field for these 3 requests match those of other requests.
  3. In the BPM this is where this is configured. You would start by defining a checklist under the Manage Checklist button. The option Do not allow completion unless checklist is 100% complete will then become available and can be selected.
  4. Hi Stephen, This I believe refers to the checklists on a task. If there is a checklist on a task, it can be set so that all the checklist items need to be checked off before it can be completed.
  5. Hi Michael, I'm not having any issues myself. Can you just confirm that there are no updates for Hornbill available on your device?
  6. Hi Michael, Thanks for your post. I'll see what I can find out from the mobile development team. Regards, James
  7. Hi Adrian, Yes, that is correct. Well, not a known issue with IE but just that IE doesn't offer support for this. When Microsoft provides the ability for us to do this we can have it added.
  8. Hi David, I'm assuming that you are referring to the Extra Details section on the Service form. Could you do me a favour and provide me a list of the fields that you would like to add? Rather than creating more custom fields, if you have fields that are fairly generic and can be used by others, it might be worth getting these put in as standard fields. I'll also look at the different types of users that you have mentioned.
  9. Hi Paul, I wanted to try and recreate your issue, but when viewing a BPM instance I have no options to add or replace nodes. Only view and update the properties of each existing node. Not sure how you managed to add that decision node.
  10. Hi Paul, In theory, you shouldn't be able add a new node to an existing BPM Instance. You should only be able to change the options with the existing nodes. I'm guessing you used the Replace Node option? If that is the case, have you tried putting it back to the original node type?
  11. Hi Alisha, I'm not sure if this will help with your reporting but if you are using the Connections feature for associating impacted customers you may be able to get what you need from this report It can help identify the requests with the most connections
  12. Hi Darren, I just wanted to let you know that as of Service Manager update build 1727, there is now an Activities panel on the Service Details form which will allow you to add and managed activities against your service. Hope this helps.
  13. As of the Service Manager update build 1727 a new option on the sub-states allows you to enable or disable the 'Reason' box for each individual sub-state. Here we see the option on the Service specific sub-states. This can also be configured on Global sub-states in Administration Hope this helps. Regards, James
  14. As of the Service Manager update build 1727 a new option on the sub-states allows you to enable or disable the 'Reason' box for each individual sub-state. Here we see the option on the Service specific sub-states. This can also be configured on Global sub-states Hope this helps. Regards, James
  15. Hi @HHH I just wanted to let you know that we have also provided a new operation, Get Team Info which will allow to you to get information such as the team manager. Information about this new BPM node can be found here. Hope this helps.
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