[Copy feedback questions]

Hi 

I've got 5 questions and their checkbox options to add to several services for incidents and service requests.

I think I know the answer ... but is there any way to copy them from one service to another?

thanks 

Helen

[Impact not showing in timeline]

In our change requests the impact doesn't save in the timeline after they have been assessed and the impact isn't showing in the screen when you are assessing the change.

This makes the BP fail on a node that updates a tag on a card with the impact.  It happened to us a couple of times last year and has started happening again today.

Anyone else seeing the same?

Helen 

 

[Error in Workflow on Unlock actions]

Hi 

Is there any update on when this might be fixed?

It's stopping quite a few of our tickets.

Thanks

Helen 

[Is there a way to remove categories on the search bar]

@Daniel Dekel Hi - Sorry to go back to this again.

I have amended the options on the search successfully, but when you go into a ticket and you start typing it gives all the options again 

Is there a way to amend the option when logging a request too?

On the Search (Also wanted to remove the "All" as we only left one option)

 

When typing into the summary

Is this possible?

thanks

Helen 

[Error in Workflow on Unlock actions]

Hi

I have noticed a few times in the last week where a ticket will give an error and the suspended process has stopped at an Lock/Unlock actions node,

If I Click on "restart the last step" it does restart.  This has happened on a few different tickets and catalog items and most work fine.  All the business processes have the same "Show Resolved Action"

Any suggestions? 

Helen

 

[On Hold no longer shows as greyed out?]

Hi 

Also getting complaints about this.  Is there any update on when it might be fixed?

thanks

Helen

[Autotask and Workflow admin screens are showing the same content]

It is for us too 

Helen 

[Contacts not visible in the new UI]

Hi @Daniel Dekel

Many thanks, the update on Thursday fixed the issue with our being able to view the contacts page.

We have found an issue with creating a new contact from an email in the mailbox.  The users used to click on the arrow next to the from address and be able to create a contact from there.

This doesn't seem to be possible now.

They can create a contact manually but not directly from the email

thanks

Helen 

 

[Enhancement - Display "update custom field" nodes in a different colour]

1 hour ago, Steve Giller said:

I would suggest using Stage Notes to highlight specific nodes of interest if this is required.

Hi @Steve Giller  I already do that and have all the CFs captured in stage notes and some others through the workflow, it is just being able to see them easily when editing the workflow or trying to troubleshoot an issue with it.

[Enhancement - Display "update custom field" nodes in a different colour]

Would it be possible to have the Update Custom Fields nodes in a different colour or be able to set the background colour of the node ourselves.

We use more and more custom fields in our workflows and have some processes that update the custom fields several times during in each stage and it would be helpful to be able to easily spot each update custom field node. 

I already name them something like “CF - E Change Type N Affected Env” but it would really help to be easily able to spot them.

Thanks

Helen

[Contacts not visible in the new UI]

@Daniel Dekel Log file sent

[Contacts not visible in the new UI]

Hi @Daniel Dekel

I have chrome and edge running at the moment.

Chrome I updated to the new one last week without realising I couldn't switch it back again, Edge I have not switched to the new UI 

I have refreshed and closed all window and my colleagues are also getting the same in the new UI regardless of the browser.

On our test instance though I can see the contacts page (I only have one contact in test)

Thanks 

Helen

[Contacts not visible in the new UI]

Hi @Steve Giller

When we go to the contacts it is completely blank in the new UI 

 

In the old view

[Contacts not visible in the new UI]

Hi 

When using the new UI the contacts aren't showing we just get a blank page.

Has anyone else found this and will it be fixed before the switch over on the 2nd April?

 

Thanks 

Helen 

 

[Searching for FAQ's within a ticket or when creating a new ticket]

Hi @Emily Patrick

I have had this exact same thing reported and demonstrated to me today.   Did you ever get an answer?

Helen 

[Workflows: I am getting the error "Failed to load bpm pcf answers flowcode script. Please contact support."]

So am I 

Thanks Helen

[Progressive Captures- Pre populating labels/single line text fields]

1 hour ago, Steve Giller said:

@HGrigsby This is a slightly different discussion, but the question here is:

If you have the Employee ID in the system already - why do you need the Customer to enter it?
All you need is their name and the system will get the Employee ID later.
 

@Steve Giller  I want to display the Staff Id rather than the user entering it.  It is only fairly recently that we started getting the staff Id in Hornbill.   Just want to show it on the form 

[Progressive Captures- Pre populating labels/single line text fields]

@Steve Giller   I want to display the employee id in the intelligent capture either to display it in a label or text box on the form.  

It is for a request for a parking space, we found people putting in the wrong number so wanted it to be shown beside their name rather than them typing it in.

I have it it the workflow already from the get user node as you suggest.  

I was using "processes" to describe the whole thing or the CI if you like.

 

[Progressive Captures- Pre populating labels/single line text fields]

On 18/07/2023 at 15:51, HGrigsby said:

@samwoo thank you, that was a great help to me too.   

I just need employeeId to be to be a session variable too.   (Please!)

Please can this be added it keeps being asked for for in various processes, 

[Shared board with groups not showing]

Thanks @TrevorHarristhat sorted it.

Is there a way to order the teams alphabetically?   It seems to show them in the order they were added.   I'd like to show all the apps teams together and all the infrastructure ones after that.

If not, could it be added as enhancement?

thanks

Helen 

[Shared board with groups not showing]

Hi 

I've added some groups to the share a board but only the Change Management one shows up in the drop down.

 

 

The sharing is working on the Board User Role as they can all view it but wanted to use the groups to allow the users to filter the changes on the board.

Anyone got any ideas?

And I'd like to get rid of the owner showing as well as they will not have any changes on the board,

Helen 

[Automatic response on Closed requests]

+1 for us as well please

Helen

[Dashboard Sharing - Fault with Permissions]

Also had to change permissions on the dashboards to allow them to run.  

And have a couple that are showing as no-owner.

Helen

[Display an alert/warning when navigating away from partially completed capture form]

+1  as well

Helen

[Place multiple requests on Hold at once]

21 hours ago, Steve Giller said:

Just being pedantic here but, in the context of ITIL, if the affected Customers are waiting for you to fix it ... shouldn't the requests be Open? On Hold is when you're waiting for the Customer.

Thanks Steve!   

We may well be waiting for the customer to test out a fix, whatever, we would really like to be able to place a group of calls on hold at once.