James Ainsworth

In regard to the link to the request being a hyperlink... In the absence of the hyperlink being there, the next fastest way to get to the request is to copy the request ID to the clipboard, Ctrl+Shift+f on the keyboard to bring up the quick request search and paste in the ID.

It might also be worth having these users try a different browser or have a look to see what browser extensions they have installed.

Hi @AnthonyUSS I'd probably need to know a little bit more about your configuration. There is some documentation on this topic. https://wiki.hornbill.com/index.php?title=Escalation_Actions The one thing to keep an eye open for is the hours specified in the Working Time Calendar. Escalation events will use the Working Time Calendar to calculate escalations. For example, 24 hours can equal 3 days if your Working Time Calendar is set to 8-hour days.

Have you tried having a group subscribed to the service and then as part of the import have the users added to that group?

Hi @Ben Maddams Thanks for your post. Is my understanding correct that in a custom Intelligent Capture form, you would like someone to add the name of an employee, and then at a later point you would like to validate if what they have entered is correct? When creating the field on the custom form, you have considered using the option to show a list of users as part of a drop down field?

The resolve button doesn't actually let them resolve the request. This tab appears when a resolution has been provided and it is just a way for the end user to confirm if the resolution has worked. This is normal for a 2 stage closure process where confirmation of the fix is provided by the customer before closing. If you don't wish to show this, you could add an automation in your workflow to close the request as soon as it is resolved.

There is a setting to turn off the Cancel option. The default is set to OFF so this will have been enabled at some point. Let us know if this works for you.

Thanks for the update. Let us know if they continue to have issues and we can do some more investigating.

Hi @TWoodford Thanks for your post. The starting point is to look at your list of Views to see if any of these have a chart defined. If you are looking for charts that are provided in a Shared View, you will need to make the charts visible. Charts that are included in a Shared View do not automatically get added to the My Dashboard. They must be made visible by clicking on the cog icon and then the icon to make them visible.

Could you check the size of the attachment? It should give an appropriate message saying that it is too big but worth checking. Attachments also only allow set file types.

It might be worth removing and re-adding this expression. It looks very different from mine.

I've been trying to replicate using this workflow and so far it is working for me. Well, initially it wasn't working for me but that was because I was testing outside of the working time specified in the default Working Time Calendar. I'll try to have another look, but it might be something that needs to be taken up by Hornbill support.

Hi @WFMKC Possibly, but the KE00167283 was raised almost a year ago, so if this has only started being an issue for you since the 19th of July, there's a chance that something else might be causing it. This KE is also referring to the Suspend->Await Expiry and your question is on the Suspend->Wait for Request Off Hold.

Hi @Estie I believe I have gotten to the bottom of the issue. These first two highlighted forms are forms that are never seen by a user on the employee portal. This is because we already know who the user is and the service that is associated with the capture. This means that by the time the first branch is reached, there has yet been a form that is available to display to the user on the portal. When the flow goes down the path of Student the cancel form comes immediately after. This means that there has never been a form available to display to the user. When the capture flow tries to add the Cancel button there is no form to add it to which results in the lines. This is why it worked for me when I put in a custom form between the Student branch and the cancel. The No Match will work as it is always displaying the HR or SITs Managed form. So the end result is that somewhere between the Start and the Cancel there must be at least one form that has been presented to the user. I hope that helps.

Hi @Gareth Cantrell Thanks for your post. The Hornbill development team is going to investigate this to confirm the issue.

Hi @Mosh As a Premier Success customer, I believe that you have raised this directly with the Hornbill support team who will be investigating.

Hi @Oriol Martinez Taking a step back, I just wanted to make sure that we are both talking about the Tasks Calendar View. If you are able to use a report to successfully get the list of tasks, I would think that there is something within the filters that might be hiding the activities based on owner, outcome, status, or other values that change. This calendar is a "Personal Calendar" for each user. There are a number of filters in the toolbar that can be defined and selected. Are they able to see the activities in the List View? The user will want to make sure that the ALL filter is selected. If they are looking for their own tasks, they will want to make sure that All my tasks is selected. There was a Service Manager update on July 18th, however, activities are not included nor part of the Service Manager app. Updates to Activities are included in the Hornbill Core UI releases. There was an update on July 24 which you would have seen the next day. The only thing that changed with Activities was the following Activity popup - BPM custom fields - Working calendar disables wrong week days

I believe this is because you have a cancel node immediately after a decision node. The cancel node is not a form in itself. All it is doing is changing what normally is the Finish button on the last node to a Cancel button. Because there is no form after the decision node, you are getting that blank space with a line. With these following settings, I haven't had any luck with the Button Tooltip. The Button Color and Button Label seem to work fine, as seen in the above image. The Prompt Label is producing an additional popup dialog that contains provided text. In my capture I have it looking like this... I hope that helps.

Hi @Adith You mention that the Home Page doesn't "load completely". Are you seeing part of the home page? Is it loading but there are no widgets being displayed? Any error messages?

Hi @Archana I think that there are some crossovers in terminology that are making it difficult for me to understand exactly what the issue is. I believe we can put aside anything to do with authorisations. The automation called Place on Hold which I believe you have labeled in your workflow as Put Request On-Hold. This automation has an option labeled On Hold Until which takes the request off hold after the set time. I'd be interested to know if you have this set to ignore or if there is a value set. The next node that you have in your workflow is the Wait for Request off-hold and from your screenshot you have this set to expire after 16 hours. If you are working on a 8 hour workday, this would equate to 2 working days or weekdays. I'm assuming that you have On Hold Until set to Ignore in the Place On Hold automation and you are just waiting for someone to manually take it off hold. Once it goes to the decision node after expiry, I can't see all of the paths that it can take. Once the expiry has been reached, do you find that it always goes down the no match route on the decision node or does it appear to never get past the decision node?

In the background, I see that you have both the details form and a custom form with mapping in the same capture. I just wanted to check that you have tested the custom form mapping in a capture flow that doesn't have the details form in it. I believe that if the details form is in the capture flow it will supersede any mappings on a custom form.

Hi @Archana Thanks for your post. Your first post mentions authorisations, so my assumption was that you are using the authorisation node and this is where the issue is. The screenshot above references On-hold which is different from authorisations and they will behave in different ways. Can you post the settings on your authorisation node that has the expiry set in it?

Hi @Lynne Aldridge Thanks for your post. These are the mentioned validation settings on a field of a custom Intelligent Capture form. The message Please limit the details to 840 characters is coming from the validation message. This may have nothing to do with the number of characters entered. It is just being displayed because the Regex Validation has failed. You could always post the value stored in the regex validation field and see if someone can point you in the right direction.

Hi @billster In Service Manager, the workflow should be able to manage this type of control over a request. Something that Supportworks didn't have. Instead of deferring the logged-on date, as long as you have the start date of the new employee, the workflow can simply put the request on hold or just suspend the workflow from continuing until that date has arrived, at which point you can assign to an owner, a team, add some tasks, provide some automation to create a user account, and much more. You have provided a screenshot of the service level timers, so I'm also assuming that this is something that you also wish to defer. This can also be done by starting your service level timers at whatever point that you want to, in this case possibly at the start date of the employee.

Hi @lee mcdermott Thanks for your post. I'm not aware of any way to do this at the moment. There has been some discussion in the past about creating a bulletin from a workflow. It isn't currently on the road map but do you think that bulletins would work for you?