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Paul Alexander

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Everything posted by Paul Alexander

  1. Hello Would it be possible to have an additional icon, or some way of seeing in a Prog Capture whether a field is 'conditional' - as in whether this question is only shown if a certain condition is met in a previous question. Maybe even making the form field title italic if it's conditional might even work.... thanks
  2. trying to email someone other than the 'customer' on a ticket, and once we remove the address in the 'To' box, we then can't choose anyone other than a 'licensed' user or a 'contact'. We can't select any 'basic' users who are co-workers. Has something changed?! We've always been able to do this (we think!!) but it suddenly seems to be a problem today.
  3. Paul Alexander

    Can't send emails to 'users' if the 'To' option is changed

    Yup...all good here thanks @Ehsan
  4. Paul Alexander

    Can't send emails to 'users' if the 'To' option is changed

    Thanks @Chaz As always I'm a few minutes behind everyone else
  5. Paul Alexander

    Remove the ability to close requests

    Hello I'm trying to limit the ability to 'close' requests for our analysts, as we use the BPM to do this. I've updated the Role permissions for the analysts and removed the 'close incidents' and 'close requests' option, but they still have the option (and ability) to close them. Am I missing something? thanks
  6. Morning! I'm trying to set up a redirect from a ProCap to another procap (we want to share a ProCap with a couple of different services so which means that people may go looking for a particular Catalog Item in more than one place, under more than one service). What I'd like to do is to redirect them from one service procap to the right one, but to have this linked ProCap open up in the SAME tab as the original one. I've set it at the moment using single square brackets [https://www.google.com] as opposed to double square brackets (as per the Wiki markup page (https://en.wikipedia.org/wiki/Help:Cheatsheet) but it's still opening in a separate tab. Is this a Hornbill 'thing'? Or is there a way of getting these links to open in the same tab please? thanks Paul
  7. Paul Alexander

    Wiki markup to open a page on the same tab

    Hi @James Ainsworth Thanks for the response.... In answer to your question, we currently have 43 separate services, although we're trying to consolidate some of these to make them a little easier to navigate. For instance, we have an 'old' service called 'Applications and Software', and within this service we have CI's for reporting faults and errors with either general or specific software (for instance we a CI for reporting a fault with our finance software specifically, and another for logging a fault with other, non-specific software). The reason for having them separate is that IF there is a fault with the finance software, we need to get on it very quickly, and a specific team within the Service Desk gets involved whereas other 'not-so-important' software faults can be dealt with at a more leisurely pace. On top of this, the finance package software has it's own service because we need to be able to log tickets for people to request access to the software, and to make changes and additions to the functionality of that software. We know that users won't necessarily read the blurb on a service or a CI. So, if they go to the portal and want to report a fault with this finance software, they will go one of two ways....they'll either go to the Applications and Software service and, if they see the separate CI for logging an issue with the finance software, they'll use that. However, if they see a CI for logging faults for 'software' in general, they won't bother looking any further and use that. OR they'll think that they're using the financial software, see the service for that and choose the CI there. This will mean that we could have the same tickets logged under different services....and we'd like them all to be logged under ONE service. Hence wanting to be able to skip OUT of a CI and be redirected to the correct form on the same tab (so that we can guarantee the ticket will be logged under the correct service). We're not worried about losing any information that the user will have entered as we'd make sure that the 'jump' happens before any info is provided. As you can tell it's a little difficult to explain! But hopefully you've got an idea of why we're asking about this!
  8. Are there any plans to have the 'add attachments' option in the Prog Caps available as a 'field' rather than a node? One of our Change Request progressive captures asks for 4 attachments. At the moment, the user has to go through 4 separate pages to get this done (in fact 8 because we tell the user WHICH attachment they'll need to add on the next page). This would be much 'nicer' if we could have a field on a form saying what needs to be added and, under that, an 'upload' button, followed by a field saying what needs to be added next, and a button next to it for uploading the documents. So, rather than having to click through 4 or more forms on the Portal, there would be one page with a few 'upload' buttons. I'm sure this isn't as easy to do as I'm imagining it to be.....but would this be possible? thanks!
  9. Paul Alexander

    Wiki markup to open a page on the same tab

    Hi @Daniel Dekel Is there a way of changing the service that a ticket is logged under in the BPM? We're trying to make the Service Portal as user friendly as possible, but NOT being able to log exactly the same ticket from two different places is possibly going to make things a little difficult. thanks
  10. Paul Alexander

    Wiki markup to open a page on the same tab

    Hi @James Ainsworth We have tried the 'Switch Capture' however this still logs the ticket under the original Service (which is what we're trying to prevent). Basically, we're having a rethink about what we call our Services, and we're looking to offer one called 'Report a fault with software' which will hold a CI to allow people to tell us when there's a fault with some specific software (obviously). However, for some software we'd like these requests to be logged under a different service (for instance our Estimating service) which reporting. We know from previous experience that people won't bother looking for the RIGHT CI to use, just the EASIEST one, so what we'd like to do is to be able to allow people to use the 'Report a fault with software' CI, but for it to be logged under the Estimating service instead. As mentioned, the 'switch Capture' node doesn't change the service, so we were hoping to have a hyperlink to replace the current tab with the correct tab. Does that make sense?! It's early....;) thanks
  11. Paul Alexander

    Maximum step count error

    It's not YOU I doubt, it's my ability to follow instructions
  12. Paul Alexander

    Maximum step count error

    Thanks @Victor I'll take a look at implementing this today and see if it stops the errors (of course it will!) thank you
  13. hello we've got some tickets which have been logged today which don't seem to have pulled in the custom field data. (For anyone who can see it, some call refs are SR00053981 and SR00054053). We've only noticed these because one of them sends an email with data drawn in from the custom fields, but these fields are showing as {{.H_custom_n}} (for instance) when the question which SHOULD be in this custom field HAS definitely been filled out in the progressive capture (the data is showing in the questions tab of the ticket). This is causing one or two problems....so could someone let me know if this is something going on on our instance please? Other tickets of the same type ARE being logged and updated correctly so it's a bit intermittent.... thanks Paul
  14. Paul Alexander

    Problem with custom fields on some tickets?

    Hi @Victor ......yes, it's NOW showing the user handle.....honestly though, it wasn't yesterday! (You've 'fixed' it haven't you!?). Cheers
  15. Paul Alexander

    Problem with custom fields on some tickets?

    And by AlexpandrP I obviously mean AlexanderP - I CAN spell my own name...honest....
  16. Paul Alexander

    Problem with custom fields on some tickets?

    Cheers @Victor....on a POSSIBLY related topic....in the request list, all the 'owners' names are now showing as the analyst's username (AlexpandrP for instance) where I'm SURE that a few minutes ago it was showing as their 'name' (Paul Alexander).......is this related?! thanks
  17. Paul Alexander

    Maximum step count error

    @Victor Of course I do! Because it's in writing for all to see AGAIN
  18. Paul Alexander

    Problem with custom fields on some tickets?

    Hello...any news on this please as it's still happening every now and then.... thanks
  19. Paul Alexander

    Maximum step count error

    Hi @Victor....did this ever get looked at please as we're getting a few more of these errors popping up. I can get around it by using the 'restart' option on the HUD, but it does get a bit annoying... thanks
  20. Paul Alexander

    Labels appearing as questions

    Is there any news on when this enhancement will be released please? I've been asked for a Progressive Capture which will be asking for a few mandatory attachments and being able to change the description of each node would be REALLY useful.... thanks
  21. Paul Alexander

    Problem with custom fields on some tickets?

    @Victor - yes. They've worked perfectly for months, just not today (sometimes)
  22. Hello...any news on this yet please @Steven Boardman? I have a new BPM to get going which would be easier to implement with this option, so if this feature isn't going to be too long I'll wait!! thanks
  23. Paul Alexander

    Linked Requests Query

    Transferring custom field information to a linked ticket would be good for us too....so Plus One for me please.....
  24. Hello Not sure if this is a Project Manager or a Service Manager issue, but we're trying to create a Project from a SR using the iBridge (which has worked before a lot of times...) however on this one particular item, we're getting this error: The thing is, the ProjectID can't be changed or set to anything different so I'm not sure what's happened: Not sure if it'll help anyone take a look but the SR in question is SR00046107 Any ideas please? thanks
  25. Paul Alexander

    Error creating a Project through iBridge

    Hi @alextumber Thanks for the update...is there anything we need to be aware of until the fix is done? Is the only way around it to ensure that there is only text in the field (up to 254 characters or whatever)? thanks
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