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Paul Alexander

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Everything posted by Paul Alexander

  1. Update: I've now set this date control to NOT default to today's date, and strangely, it DOES now default to todays date!!
  2. We've got a calendar control in one of our BPM task fields which SHOULD be showing today's date, but which is showing 20-05-16 instead! The settings in the BPM should mean it's set to the current date and time, but it isn't. This is causing a few issues for how long these requests are going on hold for............any ideas please? (everyone now knows about it so the analysts ARE remembering to change the date, but it's a bit of a chore!) thanks
  3. Hi @ArmandoDM Has any more thought been given to updating Assets from a BPM please? We're in the middle of a workshop to figure out our Asset Management process and having Hornbill update asset details within a BPM would make this much easier! thanks Paul
  4. Hi @Victor The problem is, I don't know which custom button is causing the problem! I've deleted the last button I created, but analysts are still getting the error.....and I really don't want to delete all of the buttons (there's only a few, but it feels like a lot of work...especially on a Monday!!)
  5. HI @James Ainsworth Are there any plans on making First Time Fixes a 'global' setting? We have LOTS of Incident BPM's which I'm now having to go through individually to update with this new node. The settings don't change for us (it's always the same set of criteria which ascertains whether a request has been 'fixed first time') so it sort of makes sense to me that a global FTF setting (one for Incidents, one for Service Requests maybe?) would make more sense? And possibly a node which could be used if the these settings were NOT required on a particular BPM? thanks Paul
  6. We have one or two requests which are logged frequently by our analysts, and which CAN'T be logged on the portal or through emails etc (for instance, password reset requests where the customer can't get to their email or the portal, as their password has expired) so the only option is to phone the support desk, and ask them to log a request. In these situations, it would be handy if the analysts could have a 'quick log' button somewhere on the Request List view of Hornbill which, when selected, would open up a pre-populated PCF, which has already selected the correct service, impact etc and which only needs the customer's name to be added. I suppose this is an extension to the 'custom buttons' idea, but with the buttons being available while the request list is being views rather than when a request is open. It would save a few clicks every time one of these requests is logged, but could potentially save a lot of time in the long run. Other ideas for these would be if someone's account was locked out and just required unlocking - so the same details would be required as above. Is this something that could be considered? thanks
  7. Hello We're getting an intermittent error when analysts are logging requests - sometimes (can't see a pattern yet) when the call has been logged, they're getting the error 'Custom Button Error - cannot read property 'indexOf' of undefined' I've had a quick look through the custom buttons that we have set up, but can't see anything obvious. Any ideas please? thanks
  8. Hi @James Ainsworth OK...I've got this working thank you.....however, the 'new request' which is created shows that it was created by Darren Rose (it wasn't...I created it!) and the Customer isn't being copied across (the newly created request doesn't have a customer associated with it). Any ideas why please?
  9. @James Ainsworth That's great...thank you! I'll give this a go....is there any chance you could update the 'tool tips' to reflect what is actually needed please? thanks
  10. Hello I@m trying to set up a Custom Button which will use the iBridge to automatically create a linked request (just as a test at the moment) but I'm getting the error : It's not a very helpful error and I can't seem to find WHAT is actually going on. Could I have some pointers to help me with finding out where to look and what to look for to see where the problem is please? The settings I have are:
  11. Hi I've just been asked this exact question.......so, has any more thought been given to the 'undo' operation, so that the 'confirmation' message doesn't pop up every time please? thanks
  12. There is already an option to update a request list so that any updated items are coloured differently, so that they stand out - BUT would it be possible to add an option somewhere (maybe in the multi-request actions?) so that the analysts can manually mark a request that they know they need to come back to please? Basically, our analysts say that there are sometimes requests which they KNOW they need to look at at some stage, but they need to somehow be reminded that these are important and they need a visual 'nudge' when looking through their list. So this would work like a 'flag' system in Outlook.....just something where people can see that a request is coloured differently so they're reminded that they should be doing something. thanks
  13. Is there any chance that a new option could be added to the conditions of a Custom Button please? We're looking at creating a button which will only show if the Team the ticket is assigned to is a specific Team. Also, is there any chance that a 'does not contain....' condition be added too please? thanks
  14. I am creating a few simple lists which will hold information on the current 'live' contracts in our company. We'll be using this list so that, when someone requests something from the Portal, they will be asked which contract they're working on so that we know who to charge. We currently have a lot of contracts......so, is there a way of getting the Simple List box on the portal form to filter based on what someone types into the header of the drop down? So....it'll be a bit like the 'user picker' which is used when logging a request - you can type any bit of a first name or last name, and a list of 'possible hits' is shown to you. At the moment, the 'simple lists' only let you type in the initial letter (which is then searched for) but this is a little restrictive. Any thoughts please? thanks
  15. I've been looking at Maths functions in Service Manager (here) and it all looks really complicated, and not useful in a Pro Cap context. So I was wondering if there have been any thoughts about how to create a 'shopping cart' experience on a PCF? The reason I'm asking is that we'd like to offer our customers somewhere where they can select (for instance) a specific type of laptop (from a list), a laptop bag, a mouse, some software, and for the price of these items to be added and shown to that person on the form before them selecting whether to continue or not. Is this currently possible (in other words have I missed something!) or are there any plans to have this available please? thanks
  16. Hi @Deen Sorry...this was a schoolboy error.......I hadn't changed the filter to show 'All Requests' which was hiding them from me!
  17. HI @James Ainsworth This particular BPM was copied from another one - and yes, those dates date DO seem to correspond with when the original BPM was first created. I was hoping that the 'last used on' field would show exactly that....the last time the BPM was connected to a request, but it looks like that's not always the case? I can see how a BPM Instances report might help, although I don't think it would help with the BPM's which are not used very often, and so don't have a current request open (or have I misunderstood what a report of this type would show?) thanks
  18. I've created a report which looks at all of the currently active Business Processes in the hope that it will show me the 'last used on date' so that I can have a clear out of any BPM's which are live but not being used. Setting the report up is easy enough - I'm looking at ID, Active, Last Used On, Title and Version However, the data which is returned really doesn't look right! For instance, we have a BPM called 'SERVICE REQUEST - New Starter 2019' which, in the report, shows as last used on 27-06-2017. This really can't be true, as the process wasn't created until 09-04-2019! Am I looking at the wrong data somehow? thanks
  19. I don't know if this is a 'global' problem or if it's just our instance or just one or two users.....but, when I search for a co-worker (in this case someone called Jo White) and open their Service Manager account details, I would expect to see all the Service Manager requests logged by this person.....however, this list shows that there are no entries. If I do a search for the same person in the request list, then I can see at least 6 requests logged for the same person. Any idea why there's a difference please? thanks Paul
  20. @Steven Boardman Something which may make this suggestion more useful could be to have an 'Expire AT' option in the activity...so, rather than expiring in 24 hours or whatever, could an 'Expire AT 07:00' option be added? Just a thought......
  21. Hi @James Ainsworth Any news on this please? I've got a couple of BPM's with linked requests to create and this option would make things a lot easier!! thanks
  22. Thanks @Deen I'll let you know if there are any more problems....
  23. Hi @Steven Boardman A date only field would certainly be helpful in this instance thanks.
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