Steve Giller

The only options for sending email is to the owner or the owner's manager. With our process, we mark the response time when the customer is first contacted by an analyst to attempt an initial 'quick-fix' and/or arrange a vist, but the request is first placed in a group without an owner. This means that the Response Escalation can occur on a call that does not yet have an owner - what I need at that point in the ability to email everyone in the group that contains the request to basically say "Get this assigned and contact the customer, quick!" Is that functionality available and I've missed it, or is that more complicated to achieve?

Can't see this talked about elsewhere, apologies if it has! If I have added a call to a board, and want to move it to a different list on the same board do I need to specify the Board and List in the Add to Board node, or will leaving the Board at Auto or Ignore be the correct action?

I think the Pause button is off to the side, possibly Paul is asking for it to appear in the action bar as well? Personally (if this is correct and you do implement it) I'd like it to be optional, as having it where it is has helped reduce unnecessary use of the Hold functionality.

Still no closure, I'm afraid - the attached image is from a call that was closed 18 (working) hours ago. In case you can check anything on our instance, the reference for that call is IN00003679

When our printing system sends an alert, the asset ID is in the subject line, along with a range of useful data (from a single item to a long list!) in the body. I can catch the email using the REGEX_SUBSTR() function and log a request from it, but is there any way to use this or a similar function to extract the information I need either as the email comes in or within the Business Process. For example, I want to extract the asset and link it, and for low/empty toner I need to establish which colour cartridge & how low it is and branch accordingly.

@samwoo I wasn't suggesting snippets would work as-is, but if they were customised to add what you're requiring you could also have a setting that tells you where to insert the Mark (e.g. Prefix Subject/Append Suffix/Prefix Body/Append Body)

That looks like very similar to a snippet - only one that was (if the option was set) mandatory and fixed to the foot of the email. Would that be a potential mechanism for achieving this?

I'd also like this - if nothing else my "Downloads" folder is getting horribly cluttered with attachments that I've needed to view.

If you need a workaround @Melissa Gurney you can set the category in the BPM on the services/catalog items that you do not wish to make mandatory (possibly using a dummy category) which will allow you to set the requirement globally without needing an analyst to set it on the non-mandatory services.

Does this thread help?

Have you resampled the measure?

Thanks, nice simple solution, on it now

Very simply - 18 (working) hours after resolving the call, it hasn't auto-closed. As far as I can see (see attached) I have the settings correct, is this a glitch or have I missed something?

Picky, but I'd definitely call that a workaround, not a solution, but I can see how it would work. In my case, the hassle I'd get from owners about the extra task compared to the hassle I get from the Service Desk about occasional missing priorities means it's probably best left for now, but the ability to either have a "Cannot close without priority", or better the ability to control the available actions would be ideal.

Without going into changing the underlying database there are already fields for Phone Mobile WorkPhone HomeTelephone SocialNetworkA-H and Attrib1-8 Could multiple extensions be squeezed into one or more of those?

Assuming the email is in a consistent and strict format you should be able to log a call from email and collect all the relevant information using regex functions - a chore in itself, but once it's done you can forget how much you hate regex! I agree - there seems to be no way to automate placing on hold in any practical sense, the next best thing I would be trying to do myself would be to populate the request from the email, and also pull the date from the email and create a Human Task to place the call on hold - at least then you can use the pop-up to set a specific date/time.

Sorry, missed the resolution bit - that's easy, the time needs to be measured in hours. Having it set at 5 days will be 5 x 24 = 120 hours, and the system will take into account the working time calendar so that's 120 working hours which will be approximately 12 days.

Looks like it could be a time zone or daylight saving issue.

I've not switched it to parallel processing yet, but it's "DC IT Incident v2"

I think to take working calendars into account you'd have to go down the route of automatic logging on receipt, starting the Timer and stopping it once a service is selected.

Sorry @Victor - I missed that reply. Without dropping all 4 fairly complex stages onto the thread, the process is basically as follows: Start Timers Pin to "Unassigned" board Assign to ServiceDesk (Suspend) Assign Priority Assign to Front Line (Suspend) Assign to Owner Remove from "Unassigned" board Pin to the Board for the relevant Site in a list based on Priority Resolve Request Close Request Remove from Boards The issue arises because the call can be assigned to an owner without assigning a priority, the Owner then goes on to resolve and close the call without ever having a priority (which we don't want) and for some reason the call is stuck on the "Unassigned" board, even though assigning an owner should really remove it from there.

I haven't done this, but my instinct suggests that if you log automatically from the email, then have that run a simple Process a Select Service node in it this will cause it to skip to the correct Progressive Capture once the service is chosen. That way the time from the initial logging of the call to the selection of the service is the time taken to respond to the email.

How are you receiving the outage notifications, and what method are you using to convert those into requests?

Wouldn't you just have an Application -> Issue and Application -> Request as the Service -> Catalog Item and then, when a service required a different set of questions to the standard set, use branching in the Progressive Capture?

That looks to me like you're using a Custom Form, answers from that go into Questions as displayed above - there's a Form for Summary & Details that goes into the the fields you require. If you want to ensure the data from the Custom Form ends up in the Summary field I think you'll need to grab the Answer and update the Summary within the Business Process.