[API call returning HTML instead of JSON]

1 hour ago, Giuseppe Iannacone said:

how can I address the right role (just the minimum required to create/assign/interact with the requests IN/SR)

That's not really something that can easily be addressed on the forums, as it would, with apologies for the predictable comment, simply rely on what you need them to do.
They would, as you've found, need to support each Service that they interact with.
They would also need Incident and Service Request Management roles (again, the level depending on what they need to do) and potentially Board Manager, email etc. for triggering related actions.

 

[User import to clear manager field]

Hi @JJack

If you're on version 4.x this should auto-update (until v.5.x is released, anyway!)

If you're on version 3.x this is deprecated, may well stop working at any time, and we would strongly recommend updating as soon as possible.

[API call returning HTML instead of JSON]

That doesn't look like correct response for the payload given.
You should get something like:
 

{
    "@status": true,
    "params": {
        "teamName": "TEAM",
        "ownerName": "OWNER"
    },
    "flowCodeDebugState": {
        "executionId": "2508a577-fdab-44ee-871c-e8f8abde6b55"
    }
}

Have you established a valid session first?

[Previous/next button on request list]

This has been discussed previously, but no-one has been able to define what the "Next" or "Previous" Request is.

A User can create any number of Views of the Request List and may have access to shared Views created by other Users.
They may Own Requests, be Members or Connections on a Request, and Requests can be assigned to a Team they're a member of.
A Request List View can display almost any column in the Requests table, be ordered by most of these, and a User may have multiple different Views open at any one time.
Finally, these lists are dynamic, so the order of the View may have changed in the background while the current Request was being worked on.

[Task assignment error]

Try putting a Get Request Details node immediately before the Task so that any changes in the Request state are up to date.

Additionally, check that the Owner has "Assign Task" and "View Task" set in the relevant Team settings.

[HTML code to open link in new window / tab not working in FAQ's]

I'm not aware of any movement in this area to report.

[Task assignment error]

3 minutes ago, Lee C said:

i want the task to assign to whoever takes ownership of the ticket.

Firstly, check you used "Owner (For Tasks)" as the variable - it appears that you did from the next image, but a second check never hurts.

Assuming that you have the correct variable, this is almost certainly that the Request does not have an Owner at the point where the Task is created.

[Error in Workflow on Unlock actions]

19 hours ago, Jacopo Carraro said:

does anyone have a solution for this?

Currently the only available workaround is to restart the failed Workflow.
We appreciate this is not ideal as it requires manual intervention and only a select few Users will have that capability, which is why we are investigating this as a priority.

We will post back here when we have further information so that anyone without a Support Incident raised can see the progress.

[Old priorities re-appearing after update ESP (3877) was applied]

Hi @Sana

We're aware of this issue and this will be addressed in the next Service Manager release.

[Widget scorecard counters stretched out]

This issue will be resolved in the next release of Core UI.

Keep an eye on the Announcements forum for details in the release notes.

[Wiki Markup in Resolution Text]

4 minutes ago, will.good said:

Not sure if this is an oversight but seems a little bit odd?

Email does not support wiki markup, only plain text and HTML

Basic wiki formatting can be applied to an email template variable with the |wiki modifier as detailed in the documentation.

[Self service - Attachments not coming through]

Just to update this thread, we have, with @JAquino's help, managed to reproduce this issue and we expect a fix to be in the next-but-one build of Service Manager.

Defect Reference: KE00181885

[Enhancement - Display "update custom field" nodes in a different colour]

I haven't tried this, but using the windows key with "." should bring up the emoji picker, in Win11 at least. That might be how.

[Manager Details incorrect in Hornbill.]

How are you populating the Manager? Is this from an import?

You can edit the details (with the right Roles) on the Admin -> Platform Configuration -> Users page but if this is a scheduled Import this will be overwritten next time it runs.

[Azure import fails to import manager details]

The first thing to check is that the Azure userPrincipalName exactly matches a single User ID from your Instance.

[Time an hour behind on automated emails]

If the screenshot is of an email that uses a Date field variable, then this will be because you have chosen not to format the date and are simply passing the database value, which is stored as UTC.

Information on formatting dates in email templates is on the Documentation Site.

Please note that "the email has changed it to an hour either side" is not correct - UTC does not change, it is the change between GMT/BST that causes this.

[services table custom fields]

The Database Schema Viewer under the Entity Explorer within the Service Manager admin area will have all of the information for the fields in the table.

[Assign a Request to a specific Team dependant on iCapture Response]

This depends on what the information is and what is already set up, but a decision node branching on the value of the question should be sufficient.

[Unable to apply emails to requests]

Hi @Euan Coleman

Could you post a screenshot of GSA00144639?
Something like this with the necessary redactions should be helpful:

[Unable to apply emails to requests]

Could you give some more details, as this is working as expected for me.

Possibly a screenshot with any personal/sensitive information removed?

[Add customer assets]

All of the information is on the Hornbill Documentation site.

For our external tools the first step when you have an issue is to always to ensure that you are on the latest release, as this will have the most up to date feature set and bug fixes.

[a workflow control for to not log a request]

@billster Just for clarity, the screenshots you're sending appear to be within a Request workflow - this is only created when a Request is raised, so there would be no possible way to prevent one being raised at that point, although you could automatically (and silently) resolve and close it.

The action you have taken with the Inbound Routing Rules is the correct one for this scenario.

[Is there a way to switch the information contained in two asset fields using an Autotask?]

On 28/03/2024 at 18:30, Estie said:

It is more like these

True, but that's just asking the same question in a different way.

[New Intelligent Capture Test feature - not picking up changes in a form unless it is published]

On 28/03/2024 at 18:53, Estie said:

When I start the test I am asked to enter a username to run the test as and choose the service and catalog item

You have a "Select Customer" node followed by a "Select Service" node, so the above is exactly what you should see.
You are not being asked to "Running test as" (this is displayed for your information) you are being asked to select a Customer by the Co-Worker Search node.

[New Intelligent Capture Test feature - not picking up changes in a form unless it is published]

This is not happening in my tests, the only way I can prevent updated nodes from appearing correctly is to make a change with the test still running and use the restart button, rather than stopping the test and starting again which is the expected behaviour.