Steve Giller
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Enhancement Requests
Posts posted by Steve Giller
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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.
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@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.
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On 12/02/2024 at 10:53, AlexOnTheHill said:
I have a team who would like to mark the response timer based on when an email is sent to the user
This is possible.
On 12/02/2024 at 10:53, AlexOnTheHill said:How am I able to suspend pending email or assignment, whichever is first?
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.
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@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:
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On 12/04/2024 at 14:12, Daniel Smith said:
I assumed that the BPM would follow the settings against the Catalog item that the switch capture uses
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.
On 03/04/2024 at 14:11, Caroline said:/apps/com.hornbill.servicemanager/flowcode/fc_modules/global_helper.js(316): error X1001: Uncaught EspMethodCall::invoke: Operation[admin::getApplicationList] The following rights [manageApplications] in Group D are needed to invoke the method admin::getApplicationList
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.
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1 hour ago, ilyaas said:
System administrator so full admin rights.
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?
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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.
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"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.
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@Everton1878 Apologies for the obvious question, but the logs above show that dryrun was set to on - have you remembered to remove that parameter?
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13 minutes ago, Martyn Houghton said:
I open the IC double click on the Custom Form, change the drop down to use an alternative Simple List and apply the changes.
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.
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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.
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@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.
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I'm still intrigued as to what the rule is - I can't think of one with that behaviour that would make any sense - but as it's a rule it must have a consistent subject, so you'd need to match against that to prevent the loop.
Or ask that user to stop using that rule, of course.
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I've just tested this workflow, then added the Attachments form, and tested again.
I did not save the Capture, and I did not publish it.
As you can see, it is testing the new flow as expected.
Whenever I use this, the only requirement to pick up changes is that you Stop and Start the test - the Restart button is not sufficient to pick up changes.
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43 minutes ago, Giuseppe Iannacone said:
generally speacking if the user is able to complete an action from the GUI than this will also satisfy the API calls, right?
That would seem to be a fair assumption, yes.
There are caveats, but that's a good generalisation.
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35 minutes ago, Jim said:
mainly when people are using rules opposed to actual automatic replies
That sounds like a very strange scenario - is this a rule that mimics auto-reply functionality or just that replies to every service desk email?
If there is something in the subject or body that you can pick up on in a higher priority Routing Rule you can prevent a new request being created.
If the subject includes the Request Reference you can make it update the existing Request, or move it to a "Pending" folder if you don't want auto-updates.
If just the body includes the Request Reference you can't make it update the existing Request, but you could still move it to a "Pending" folder.Any of those options, if triggered, will prevent the new request being triggered.
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I believe there is a technical limit to how much data can be returned - there are no hard definitions in the documentation as this is not as simple as, for example, "100 Questions" but will vary depending on the types and sizes of the answers, whether there are labels (which are technically questions) and a number of other factors.
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As James mentions:
On 28/11/2023 at 19:49, James Ainsworth said:As you had already posted in the other thread, I'll make a note to add any progress with this requirement to that thread.
so I'll lock this thread to avoid duplication and please follow/post on the other thread (linked above) if you are looking for updates.
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I've flagged this internally with our developers.
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@Lee C Please try to avoid tagging people unless they are already directly involved in a discussion, as this gives the impression that someone is already leading the conversation and, especially in cases like this where the person you've tagged is not the most suitable for the topic, can prevent you getting the answers you need as it may discourage other users from responding.
I've also moved this topic to the correct "Reporting" forum.
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It's not clear where in the product you're hoping to see this, but based on the most commonly used areas, the Views are dynamically sized, and manual resizing is not something that there are any plans to implement (I'm not even sure if that's possible.)
The other two requests are features that are more suited to, and definitely available with, our reporting functionality.
Response timer triggers
in Service Manager
Posted
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.