Ryan
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Posts
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Everything posted by Ryan
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Hi Nasim, Sorry for not getting back to your question earlier. This has been discussed internally, and at this stage there are no plans to apply the autorefresh to the current boards. The boards component may be replaced, and I would hope this functionality will be part of the new component. Thanks, Ryan
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The request for this issue has now been resolved. The BPM will now trigger an event to refresh the request details without waiting for a timeline entry. This will be in the next update - build over 1013
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Requests - back arrow from Timeline View - Page not found
Ryan replied to Martyn Houghton's topic in Android
This issue has been fixed in the latest update of the mobile application. Ryan -
Hi Paul, Currently the helpful/unhelpful buttons are the only method for the user to provide feedback regarding a FAQ. Ability to provide comments on a FAQ could be a useful feature. Ryan
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Hi, This is expected behaviour. The current organisation structure only allows a user to be associated with a single organisation. That is why the first value is replaced by the second organisation, as it is assuming you are updating the value. Ryan
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custom value has stopped being picked up
Ryan replied to Gary@ADL's topic in Business Process Automation
I have had a run through, and everything appears to be working correctly. In your screenshots, the field h_custom_a appears blank. This is the field it appears to be be setup to add the value into in the right hand pane. However in the middle pane, the text not being replaced is h_custom_1. Is your email setup correctly? Has there been a change in fields from custom a to custom 1? What field is setup to be displayed on the request details? Ryan -
Restart a ticket afterBuisness process error
Ryan replied to Paul Morrow's topic in Business Process Automation
If the user has the Service Manager Application Right A "Restart BPM Process", then when viewing a request with a failed bpm, a restart icon is displayed to the right: I do not think any of our roles have this right by default, so you may need to create a role, and assign it to those users requiring this. Thanks, Ryan
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Hi @Kelvin This is an issue where the validation is only checking the current page of results. A defect has been raised with the Dev Team. Ryan
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Hi, There is a problem when updating the category of a request. This has been investigated, and a fix is awaiting release. Ryan
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Hi @Alex8000 I have added the image to the ticket. Ryan
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Hi @Melissa Gurney Im not seeing an image attached to the forum post - did you miss adding it? Ryan
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Hi @m.vandun Sorry, it is still being investigated, and we are still trying to replicate. Ryan
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Hi @Alex8000 It looks like these icons have been missed for customisation. A ticket has been raised internally. Color vs Colour - surely everyone is happy now we use both! Ryan
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Yes, this is a new feature being developed. In regards to the request details not updating until after a page refresh, the application will soon be listening for BPM updates (not just timeline updates) and will refresh automatically, which will hopefully mean the bpm async setting can be turned back on.
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Hi @nasimg You are correct, this component limits the result set to the first 10 results. Ryan
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@m.vandun I agree that the application (Service Manager) is not integrating very nicely with the platform (Business Process Engine) in this situation. I will raise something internally to investigate a better solution. As it stands, the BPM does not have an understanding of what a Request is, so does not currently have a method to get the current owner. This means that @Alex8000 is right, every time you require the current owner to assign a task to them, you will need to "get request information" task directly before it.
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@m.vandun The image I posted would handle the situation whether you are modifying the owner in or out of the business process. Perhaps you could post an image of your business process? Are you able to add a second get request details after the first task and before the second? Ryan
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@nasimg I would expect it to be some time next week, sorry for the delay in getting this. Ryan
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@Melissa Gurney Yes, that's right, there will be another build this morning. I believe the team is creating a patch now which should include this fix. Thanks, Ryan
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There is an issue which was released as part of 2.33 where the filter was not applied when using the Progressive Capture Site form. This is why it is returning all sites, and the fact that all sites is a lot of data, means it appears slow. I believe there will be a patch early this morning, and the fix for this should be included. Ryan
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@Martyn Houghton I can confirm that the fix was not included in 2.33, and that the fix for this problem is in 2.34 Thanks, Ryan
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The assign button is only available if you have selected the same request types, that have the same Service. As assignment can be determined by Service - limited to teams supporting that service - assigning requests for different services is not allowed. Is that perhaps what you are encountering? Ryan
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What "each action" means, is each Request Action on the request details, such as when providing an Update, or Resolve etc Hopefully you will have access to our documentation: https://wiki.hornbill.com/index.php/Configuring_the_Timesheet_Manager_Pluggin_for_Service_Manager https://wiki.hornbill.com/index.php/Using_the_Timesheet_Manager_Pluggin This will be release in SM 2.33 Ryan
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No problem Alex.
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Just had a run through, and it was working as expected for myself. I take it you are using the Suspend For New Owner to await assignment. Are you performing a Entity->Requests->Get Request Information->Request Details Automated Task after the Suspend node? If this node is done before the Suspend, then the variables will still be available, but it will contain the old information, the information before the suspend, the information when the task was performed. Meaning it will appear to log to the previous owner. Ryan
