Steve Giller

As you can see from the screen grab, my basic user import from AD is assigning each customer as their own manager. I've attached the config file, any ideas how I can fix this? The manager portion is, as far as I'm aware, unchanged from the defaults. basic_user_import_conf.json

In case it affects the priority of this as a development, we would also find this useful - we used this functionality in Supportworks and would certainly implement it in Service Manager were it made available.

@shamaila.yousaf The issue appears to be more that some Requests are being raised by the Service Desk against a Service that is set as Draft. I'm not sure how this is occurring, but equally they should not be selecting an unpublished Service. It's draft because it is incomplete and doesn't even have a Business Process attached to it.

Awesome, thanks Daniel.

I've created a number of boards that requests are automatically added to and removed from by the BPM. This is working really well, apart from when calls are cancelled, in which case they remain on the last board they'd been attached to. This isn't a major issue, as they colour themselves red, and can be deleted (only by the board creator, as they're automated!) apart from when the existing owner has no image assigned. In this case the placeholder is a large, round letter which covers the delete icon and prevents removal of the request from the board. Any way around this (apart from assigning an image?)

That's the route I'm going down - it would be nice to be specific, but it's not essential.

Webhooks back into the API would be powerful, but maybe overkill for something like this, especially for users that don't want to get into that degree of control - I assume it would be a longer term goal but possibly an optional third process to deal with cleanup, so a Service could have Progressive Capture, Business Process and Cancellation phases?

It was for the Process rather than reports, so I could send an email saying "You closed it" or "You didn't respond so I closed it" - not a biggie, though.

The only question now is - is there a way for the Business Process to know whether the closure was due to the timeout, or the customer clicking the button?

With you, thanks @Dan Munns. I will get the hang of these new nodes! (One day!!!)

My issue is that no matter what values I put in, the call closes off after about 10 seconds - so I need to use this node in conjunction with another?

That could be the one - does it still leave the resolved/unresolved buttons on the customer's timeline or is it a replacement for them?

After getting back to this and "having a play" I've discovered that my mistake on the resolution/confirmation part was that I was not following that with a Suspend/Wait for Closure node - this gives me the functionality I require except for the fact that there is no expiry on that node. If the Suspend/Wait for closure node could have an expiry time in the same way that a Human Task does that would really streamline the process; as it stands we have to either have the analyst checking all resolved calls to see if they've been in that state for a certain amount of time, or (not tested this yet) combine this node with a Human Task that will override it once the expiry time is reached.

Thanks @Victor - no, I hadn't, just didn't see it as an option no matter how much I looked!

Sadly not - no mention of a Resolution Notes variable in there.

Is removing cancelled calls from a board something that can be done as part of the Business Process, or are we into the wonderful (and scary) world of Webhooks for this one?

I thought I'd seen this question posted, but I can't find it, so apologies if it's been answered. Is there a variable to allow the call resolution notes to be conveyed in the email that is sent? Currently the customer is only getting a reminder of the Summary/Description of the problem, and I can't find a way to give the Resolution, which is resulting in customers claiming that we've close a call without fixing their issue.

Thank @cchana, I'll get onto that now.

This is probably my fault, but I had to recreate the team structure as there is no way to alter the parent of a team once defined - having done that on certain calls I am getting "undefined" in the Team dropdown (see attached) Is there a quick fix for this?

Thanks @James Ainsworth - I've only been on the system a week and I'm breaking stuff already ... sorry!

Is there a role that I can create to allow analysts the ability to send an email - e.g. as a call update - without exposing the email inbox as well? (i.e. hiding the icon.) Only our Service Desk deal with incoming emails, and although I can set the permissions to allow sending emails from a request timeline and not allowing the inbox to be accessed it's not very elegant as the inbox icon still appears and shows an error if clicked (see attached) Of course, I may be approaching this the wrong way ...

I've not had time to investigate this, but I've had reports that in IE, Edge and Firefox (but not Chrome) it is only possible to update 1 field at a time. Might be worth checking this and if this is true for you either trying to use Chrome or doing [Update item 1] - [Save] - [Update Item 2] - Save ... as a workaround.

Update - the Voice Call folder is now showing a count of 8, but still says "No messages" I have manually moved 6 emails into it, and "saw" one arrive and be moved by the rule, so I know for a fact there are at least 7 in there - is there a permission issue I need to look at, could I have accidentally set a filter somewhere, or is this something going wrong elsewhere?

I've set up a couple of rules and this has highlighted that there's still an issue for us - see screenshot; Voice Call Notifications shows 1 email, but the folder displays as empty. Obviously the concern is that if the count is accurate then there are emails that we can't see, and this will lead to lost calls.

To clarify - pretty much everyone is correct! @Shamaila Yousaf was asking how to convert a call logged as an incident to a service request - but only because our Helpdesk management team have decided to launch with just Incidents, and add Service Requests as phase 2. You can't, for two reasons: 1. It "doesn't work that way" as @steven boardman points out, and 2. we don't have any active services to convert it into!