Steve Giller

I very much doubt there will be a setting/API to say "This is the Customer" as that will be evident from the session context matching the Customer of the Request. Are you asking because you've posted an update (in which case, what did you use?) and the Workflow did not move on? I'm not sure what the correct one would be, but if it's the one I'm thinking of this is not publicly available.

This is the button you need, I think? In my Instance there are 5 Services - I have favourited 2

Is the automated User the Customer of the Request?

Then the second scenario applies; while possible, this method is not practical.

The short version is: Pull 6 months' data, store this in a table locally, or even a spreadsheet. Pull the next 6 months' data, and then add that to the table/spreadsheet.

I'm not sure I understand the request, here. A radio button presents a list of options and allows you to select exactly one - the initial request was about adding multiple teams so a radio button seems like the least suitable option. If you're asking for a list of your Teams to select from, we have Customers with hundreds of teams to choose from and any kind of list would be completely unusable for them in this area.

I'm not sure what you're asking here? API Key rules are generally required for things like Import Tools where a number of different APIs will be utilised by the Tool, and the Rules restrict the API Key to the required ones. Raising a Request is simply calling an API - rules should not come into it here. What you should be doing is establishing a session against a User who can Raise the Request (i.e. they would be able to do this via the UI) and raising the Request, then closing the session.

Unless I'm misunderstanding, I'm pretty sure you can do this ...

I've merged these two posts as they appear to be the same question.

Being pedantic - this is a policy decision for each Organisation to make and agree with their stakeholders. In my previous life, we determined that a "meaningful" response was required, and defined that as being a human interaction - phone call, face-to-face, or email but excluding any automated "Your request has been accepted/assigned" etc. interactions. If I remember correctly we stipulated that any non-email first response had to be followed up with an email summarising the interaction so we had a concrete record (for other reasons than progressing the Request) but that meant we never faced the "whichever comes first" scenario. Based on your last reply, a Human Task with an "I responded via email/phone/visit/other" option would work, but I appreciate that might be viewed as an extra click by the analysts.

The most logical suggestion is to ensure the Line Manager is imported during your Azure Sync as detailed in the Documentation, and then the customer's Line Manager is already available to the Workflow.

@Giuseppe Iannacone As the error states, the search filter "value" field needs to be an array - it can be an array with one entry, but it must be an array.

This is possible. This is not possible. If you can identify whether an email is required or not within the Workflow, you can branch on that and have two separate (unconnected) Suspend nodes, but you cannot wait for "whichever comes first" This is really about the Team requesting this defining how they decide whether an email is required and ensuring this is measurable by the Workflow. If they can't do that, they can't have the feature, unfortunately.

@Jim The short answer is, if it's not visible in the new documentation then it's not available for Customers to use. A more detailed discussion is available here:

I'm confused by this part - a Switch Capture does exactly that - switches to a different Intelligent Capture. It is not a Switch CI node. A CI uses a Capture, a Capture does not use a CI.

This is not an issue that we have been able to reproduce. is not in any way related to closing tickets, I would only expect to see this operation called in the Admin view, and if it was the cause of the User not closing the Request it would have appeared as a popup at the time. Some information on how the Users are trying to close tickets, what happens when they do, any errors or other messages etc. would be useful here. As a final note, the Super User role should not be applied to any User who uses the system on a day-to-day basis, this should be reserved for the System Administrator account (or a similar User) where it would only be required to access the system and reset settings if something catastrophic happens.

I'm slightly confused here, there is no Role called "System Administrator" - there is a "Super User" role but this does not mean it ignores the Security model. The default Admin User is called "System Administrator" but likewise this does not automatically mean it has access to everything on the system. More importantly, neither the System Administrator User nor the "Super User" Role (if that's the role you meant) should be used for anything except recovering from a catastrophic issue - e.g. your SSO config has broken and System Administrator is the only User who can use Direct Login.

What Roles does the User against whom the API was generated have?

I'm not sure why you've posted the API Key rules - these are APIs that the API Key can be used to access. They have nothing to do with the KeySafe. The error is stating that the API Key (i.e. the User the API Key is generated against) does not have permission to access the KeySafe record that you have specified in the config - either they do not have a relevant role or the record itself is limited to specific Users.

"AssetFilters": [{ "ColumnName": "h_last_logged_on", "ColumnValue": "30", "Operator": "BeforeXDays", "IsGeneralProperty": true }] That would only go back to 16th March, I believe - of course you may have updated the config.

Thanks @Martyn Houghton

@Everton1878 Apologies for the obvious question, but the logs above show that dryrun was set to on - have you remembered to remove that parameter?

Initial settings: Change Simple List source: (Without saving) start the Test: These are the values from the "Demo List" Simple List: It's even picking up the change for me when I make it while in a test and restart without stopping the test first. I'm not sure why this isn't the case for you, though.

The most likely reason is that you have selected Incidents from different Services, and one or more of those Services has service-specific Priorities. The Priority option is there for me, as seen below.

@Martyn Houghton You may need to get into specifics here as I can't reproduce the behaviour. I have just tested by changing a Custom Form, first I added a new field which was picked up without saving, then I changed a drop-down from a static list to a dynamic (co-workers) source and all of these changes were picked up without saving.