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Steve Giller

Hornbill Staff
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Everything posted by Steve Giller

  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.
  16. If the Users are still in your LDAP source, and you can use that to identify which Users need updating (e.g. they're in a specific Leavers OU) this should be straightforward with the Import tool. If you need Hornbill to do this you will need to raise an Expert Services request via the Success Portal.
  17. A suspended User is one that cannot currently log on as they have, for example, entered an incorrect password multiple times. They will appear in the search because they are still an active User, they just need their ability to log in restoring.
  18. The Data Preview is limited to 500 rows. If the full report is not returning any results then it is possible that this is timing out before it completes. What happens if you reduce the time period to the last month, rather than the last year?
  19. This is fixed in the next Service Manager release. I don't have a date for this at present.
  20. It will appear for Resolved and Closed Requests, on the right-hand flyout menu.
  21. I've not looked into this, but my initial reaction is that this is the definition of "Copy" Secondly, if you copy a Request this includes a set of answers - if the updated BPM references an answer that does not exist it will fail, so this appears to be a straightforward safety-net.
  22. We have found an issue with this morning's update which is being patched as I type this. All should be back to normal in the next 15 minutes or so.
  23. I've moved this to the Employee Portal section as this appears to be about an Employee Portal widget, however this is not existing functionality and I am not aware of any plans to introduce this. There's no reason why you could not create this as its own Catalog Item, using the Intelligent Capture to ask the questions and gather responses and the Request to collate the data, store it as required and then report against it.
  24. I've flagged this internally, I'll update here when I have more information.
  25. Currently this is not possible, and I am not aware of any intention to make that a session variable. However, in order to be able to use it in the subsequent Workflow not having is to display on the Capture Form has no effect.
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