James Ainsworth

If you are wanting to use the ID of the user that clicked on the custom button as part of your Autotask you can use the following session variable within your Autotask. &[global["session"]["userId"]]

Hi @Jim Provided that you have selected the option to add to the timeline, the user that clicked on the custom button will be displayed. There are two types of custom button. One that opens a URL and another that runs an autotask. URL: At the bottom of the form when configuring a URL custom button there is an option to add a timeline entry. Autotask: At the bottom of the form when configuring an Autotask custom button, there is an option to added a timeline entry Here is the result of a custom button with a URL link Hope that helps.

Hi @JanS2000 I believe what is normally done is that each Shared Mailbox will have a different inbound mail service set up. This would most likely be the same IP address (of your email server), but a different username in order to access a different mailbox on your email server. I hope that makes sense.

Hi @JanS2000 Thanks for your post. Could you specify the exact step at which point the error message is displayed? The main steps for creating a shared mailbox are Open Configuration Search for "Shared Mailboxes" Open the "Shared Mailbox" view by clicking on it in the results list Click on the "Add Mailbox" button Complete the "Mailbox" and "Display Name" fields Click on "Save" Provided that you have admin access, there shouldn't be any other requirements for adding a mailbox. Once the Shared Mailbox has been created you can then associate the Role to provide access to users.

Hi @Berto2002 This Hornbill Automation should work when all optional options are set to ignore. I've tested this and I'm getting the same outcome as you. When all options are set to Ignore, it should use the customer and associate the assets that they own (not use). I've fed this back to the development team to have a look and confirm how this should be working.

Hi @Berto2002 I've run some tests and in all cases, it successfully added the user. As mentioned above, we would probably need to know more about how the user ID was captured and mapped and also to see if I missed testing a particular scenario.

Despite this saying that it is for the Service Portal, the setting seems to have carried across to the Employee Portal. Check and see if this is turned off. The default should be set to on. guest.anonymous.servicePortal.core.profileupdate

Hi @will.good While there were some settings to control if a basic user could either edit their profile or not, I don't think there were settings that controlled individual fields. However, within Configuration there is the option to customize the user profile. This includes a form editor where you can make an individual field so that it can't be edited. The Customize User Profile can be found here... If you click on the cog icon you will have the following option... Which will result in this when viewing the profile. You will need to consider that this will apply to all users, not just basic users. The only way that the handle could then be changed is by using Configuration -> Platform Configuration -> Users I hope that helps.

Hi @will.good Having done some further testing, the release notes are only referring to the ability to order the list within that particular view. Some of the other areas where simple lists are used do have a way to sort the lists. For example, if you added a field to a request that uses a simple list it has these options. The provided Connections form in Intelligent Capture doesn't use a simple list. This form would need to have a new option added to configure the order. When creating a custom form within Intelligent Capture, there is an option to use simple list, but this too has its own sorting option. The Connections action item on a request also just uses a query to return a list of users and doesn't use simple lists.

Hi @will.good Could you let me know where you are using this Connections list? Is this a custom field in Intelligent Capture?

Hi @will.good The items in the release notes refer to the ability to sort the columns by clicking on the headers. What I'm not sure about is if this has any effect on the order of the lists when used outside of this view. I'll try to get this confirmed.

Hi @HGrigsby and @Alisha Thanks for your post. These are areas that are still in our backlog to investigate and possibly consider for future updates. I'll be sure to update this with your recent posts here.

Hi @CraigP You can control what actions are available on requests from within the Service Manager Configuration. Hope this helps.

Hi @lomixture That's great if that is the reason for not being able to assign. As far as I'm aware, this can only be set manually.

Hi Damien, Thanks for your post. There isn't a dedicated field on an asset to store this information. An additional option would be for you to find a field that is not used and change the label using translations. You could also use something like the Notes field which is a free text field.

Hi @Damien Lynn Regarding the Supported By field. There is the option to associate the asset with a service, which in turn is then supported by the teams that support the service. Is this something that might help with your requirement? Setting a service to an asset works its way through other areas such as being able to filter assets by service within Intelligent Capture when raising a request.

Hi @will.good This is being looked into. I don't believe those options should have been available to you yet. For now, I have also removed the documentation on the wiki. We will let you know once we have some more information about reversing the migration.

Hi Sam, One thing to make sure of is that you are using the Raw value when adding your variable. When you use the Dynamic drop down select box->Data Query->Search All Users, there are two values that are returned. The display value and the raw value. The display value is the display name of the user. The raw value is the ID of the user. The automation for adding a Connection to a request I believe requires the variable to contain the ID and not the display name. I'm guessing that the one that is not working for you has the variable selected for display value (display name) rather than raw value (user ID). To correct this, on the Add connection node, remove the existing variable and add it back in, making sure that raw value is selected. Let us know if this works.

Hi @will.good This is not available as of yet. The documentation was done a little ahead of time of the feature being available. Keep an eye open in the release notes for its availability.

Hi @Berto2002 Each field will have some additional options available when you select the cog button on each field in design mode. One of these is to Show the field in view mode even if the value is blank. Can you check to see if you have this selected?

Hi @Martyn Houghton Thanks for your post. There are no automations that allow platform settings to be changed. I'm sure that there would be some security concerns with allowing this.

@lomixture When typing in the user's name into the Intelligent Capture form for assignment, can you try typing in their user ID? This assignment form will look up different aspects of a user's account when it comes to searching for them.

Have you checked the Service Desk option to make sure that they are enabled for assignment?

Hi @Giuseppe Iannacone The backend roles and rights will not have changed with the new Configuration. The roles described in the documentation should still be valid. The Admin user doesn't automatically have access to everything, but an admin does have the ability to add any role to the admin account to gain access. There are a number of places that are being worked on to update the documentation and remove the old admin portal information. Thanks for pointing this out.

Ho @lomixture Is there anything unique about the user's name such as containing an apostrophe? Or is their name or handle very similar to another user? If you go into the BPM workflow designer and on a test workflow if you had an assignment node to assign an owner to a request, do you see the user when setting this node up?