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Steve Giller

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Steve Giller last won the day on March 13

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  • Birthday 27/01/1970

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  1. Is this the same as: If so the "missing status" parameter seems more likely to refer to the Status With 3rd Party node than the email one.
  2. This is fixed in the upcoming Service Manager release.
  3. This is what needs checking to ensure it's on the latest version.
  4. Update Timeline would be the way to go here.
  5. I've merged these posts as they have the same request. This is still under review, however as the Notes field is a TEXT field (unlimited) this may not be possible.
  6. As a first step, check the Customer has a valid email, and the User activating the Custom Button has access to send email from that mailbox.
  7. This is probably due to the Auto Task not being created under the correct Entity - see the Auto Tasks page (the final section).
  8. Marking the Resolution Timer does not directly affect the status - the Timers are tracking your SLA progress, not controlling the Request Status. You will want to make use of the Update Status node to change the Request from Open to Resolved to Closed as required by your internal processes. Please review the documentation for Workflows and post back if you have specific queries as this topic is a little too complex to give a complete overview on the forums, alternatively if you feel that an education session with a Product Specialist would address all the questions you have please get in touch with Customer Success via the Success Portal.
  9. I'm not clear on this comment - why does logging on to the Asset mean you're the Owner? Have you got an import that checks who logged on and assigns the Owner/Used By values? If so, please ensure you are using the latest version (v.4.4.1) which has the most recent updates and fixes. If not, how are you assigning the Asset?
  10. To block the Request from being logged with a Form like this: I have the Label field set up like this: (The "Label" parameter is not displayed in the Employee Portal) Then I follow the Form with a Branch node: with the "Supported" branch set like this: This could, of course branch on any other value in your Capture, but as long as the "No Match" goes to a Cancel the only option available will be to Cancel the Capture.
  11. Blocking the completion of the Capture is a valid method, as is creating an "Auto-close" Request - ultimately this is down to preference. The advantage with the Request is that you can report on how many were raised, and also do everything a "real" Request can do - in this case sending an email to the Customer with what actions they should take for this problem might be required.
  12. Yes. The short version is that you will need to ensure there is a closure category, branch based on that category, and on the Outlook Request branch set the status to closed. The longer version is that in reality this will depend on your existing workflow and how that is configured, and also your internal procedures, e.g. do you need to resolve and wait a few days for a customer update in case they report it's not fixed, etc.
  13. Service Manager are checking this, I believe the risk that if the Workflow has changed, so may the Capture is the issue, but they'll post here if I'm wrong.
  14. Because when you limit the results to 500, this will never take very long - if the report attempts to return 500,000, this will take a lot longer. My apologies, I misread the config. This could be due to your JOIN, I suspect the RIGHT JOIN is returning all of your Requests (or possibly Tasks) and you may need an INNER JOIN here - although please discuss this with a DBA as this is not my area of expertise.
  15. The short version is that using HTML tags is possible in the Label and Description fields. If you've signed up to the Hornbill Academy the Academy Live: Build engaging forms with the Intelligent Capture Designer session (which is available to watch for those who didn't take part) covers this. If you haven't, please do, we are building a library of educational resources for Customers to use.
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