HGrigsby

@Alberto M Thanks for coming back to me so quickly. I was following the wiki page and found that part, and created a new role with the rights and have assigned it to myself, but it still didn't work.

Hi I have created a couple of custom buttons and some auto tasks but when I go to add the task I just get a blank in the drop down field. The auto tasks are published and show as active. Am I missing a permission or something? A custom button going to a URL works fine. Helen

+1 for us as well. The banner that could be added to the top of a request manually would be really useful. Being able to add it in to a BPM would be a good too. thanks Helen

++ 1 for us too Like the idea of it being configurable at service level Helen

+1 - this would be really handy for us too Helen

++ 1 us too - we are talking this at the moment in about a process that Expert Services are going to be building for us. We have a date the request was received in the building that we need to start a timer from rather than the date the ticket was logged thanks Helen

+++ 1 We have to contact a number of people who have a ticket open while we are homeworking and a way to email them all would be really helpful. thanks Helen

Can I give this a nudge please? It is something I keep being asked about. Thanks Helen

Hi I have a rule that has been working fine for a couple of years to log tickets for leavers returning their kit. I've noticed that recently though it logs a ticket it doesn't set the service or the CI. Can anyone help? Helen

Thanks Victor I will raise a support request Helen

I have a very simple rule that should create a ticket if it has "SentToBSS" in the body of the email. I have set the routing rule to body LIKE "%SentToBS%" But it doesn't do process the ticket the emails just stays in the inbox and doesn't process it. I have some other very similar ones that do work but can't work out why it doesn't process this. I've read Victor's tips here But it still doesn't work any help would be much appreciated thanks Helen

+1 for me too please if it helps! Just been asked the same, the ability to set a primary team would be really useful. thanks Helen

Hi I have noticed the same, though it does publish the right, latest version it is a bit disconcerting and keeps making me save the BPM again just in case. Helen

Hi @Bob Dickinson It is getting better, the custom fields now populate correctly and the summary and description set from them, I am still stuck with the targets not showing when the ticket is logged, I've changed the rules to match the new custom fields but it doesn't show the targets but priority does change OK thanks Helen

@Bob Dickinson Thanks Bob, since I started this thread I've been through many attempts to get it working correctly. Since I wrote the document I have deleted all the custom fields and replaced them with new ones that I know showed in the list of ones you can use for setting the service level rules, which I why the ones in the document to don't match up to what is in there now. I think I have removed everything and redone it in case I'd missed something. I think I have removed most of the parts of the PC and BPM and redone them at least once! I will be having another look at it tomorrow to see if I can finally get it working, (and get rid of the gotoif that now appears) I have it running under a new test CI that only I can see at the moment. Helen

Thanks all - I wondered about that and what it was doing. Will be turning it off as soon as possible. Have spent a lot of the last couple of days on a PC and BPM that both kept saving when I didn't necessarily want them to, and also had the blank tickets coming through. Helen

Hi Can anyone help me out with this? I've been over it again and again, deleted the rules and put them back in, changed the custom fields and it still doesn't work. thanks (hopefully) Helen

@Victor I don't think my custom fields are working correctly - going over it again. It sets the SLA on one branch for the existing software but not for the "other" option which means a new purchase. I seem to have gone backwards with this as both options made the priority change to the required one earlier I had to change the custom fields in the PC as in the rules they only go up to Custom_O

Hi @Victor You are right it has only displayed the SLA new and not the service levels underneath. I do have rules for them. Is it better if I log a support call rather than the forum? As usual when I get stuck with something it is needed yesterday! Helen New SW SLA.docx

Hi I am sure I am missing something really simple but I have a new BPM that sets the priority depending on whether it is hardware or software. While the correct service level shows the timers don't. I am sure I have missed something simple but I can't see what - I think I have been looking at it for too long! Any help very much appreciated Helen

Hi @James Ainsworth Did this ever go any further? I've been asked by the service desk if there is a way to link multiple requests. We have a major incident which caused about 100 incidents to be logged via self-service, we need to link those to a master ticket but don't see a way of doing it. I tried clicking on link and searching on status and service but don;t have enough options to narrow down the search, if I could select the CI and the date logged it would have been close enough to use the list it generated Or could it be possible to select them from the list use the Actions button to link them from the list. thanks Helen

Hi I am also having an issue running reports, they all keep failing although they have run Ok in the past The ones we use most are logged on date logged and ones that have been running fine for ages now are failing Will log a support call thanks Helen

I have also noticed a problem with our routing rules, they now log an incident instead of the service request that they have always done. Helen

We have also noticed this and have logged a support call Helen

Hi I have come across this a few times before but I have a decision in a BPM, to decide which team a call should be assigned to based on the user department. If I change the one branch to be the name of the team and the other branch should be "no match" whichever one I go to changes the option to be the same, so I either end up with 2 no matches or custom expressions. I have deleted the decision and put it back in and it seemed ok until I changed the custom expression when the same happened again. Any help much appreciated or should this be a support call? thanks Helen