Steve Giller

There is an Assessment function in the Request View, I'm not sure if that fits with what you're trying to achieve but it would be worth a look.

Our UI Team have picked this up and are investigating.

https://wiki.hornbill.com/index.php?title=Asset_Data_Import_Tool

No, the BPM is designed as a codeless environment, calculations are, I'm afraid, code. With 8 values to choose from you should be able to achieve this with approximately 4 Decision nodes. (Don't forget to ensure there's a "No Match" branch on the last one to catch any inconsistencies.)

The task will be available on the Activities panel to the right: Looking at the Timeline entry the Task may not have been assigned to anyone - in my timeline the assignment is recorded.

If you take a look at the date methods on the Cloud Automation (iBridge) node you might be able to create this.

Is this a Full User, a Basic User, or a Contact? Is the Service visible on the Portal? Is the relevant Catalog Item visible on the Portal? Has the Customer been changed to someone else?

What does the actual Approval Task show for its (or their if multiple were created) assigned to value?

This has been picked up by Development, there are no current plans but it's joined the list of elements to be considered.

The list of cc addresses would require significant manipulation, and while this may not be impossible, it would be at best prone to errors. Even if you could isolate each address the Get Customer Details node does not take email as a parameter, so I can't see a practical way of obtaining the User Id to use in the Add Connection node. There is the option to add Connections in the Capture, however this would not work for Auto Responder. Allowing Customers to add Connections has been requested however I'm not aware of any development on this at present - you may wish to add your interest to this thread

Sorry, we missed this post. I'm not really clear on what you're describing, but any Team that Supports the Service will be able to see its associated Requests. If you completely delete a Team this may affect the Display of some requests - e.g. if the information in the database cannot be resolved to an existing Team this may affect the Information Panel, but searching for an reporting against the Requests should still be possible.

I'm not aware of any development in this area - currently I would suggest that that events you're talking about would simply be recorded in the Asset Timeline - this is something that you could do via an API call on server start-up with the existing functionality.

That's how Support use the passcodes that you send us when we need temporary access to your Instance.

In the Details section you can click Design and add the following: which will display as: Depending on how much you can trust your staff not to edit their own Requests you may wish to make this field read-only. Then you have the options of having Line Managers who can change the rating - possibly after unlocking it if you've had to make it read-only, or setting up Custom Buttons only visible to Line Managers which sets the value of the Custom Field from 1 to 5 (BPM operations, whether in the Workflow or via an Auto Task are not affected by the Read Only status). You could have a more complex rating, e.g. 1-10, or simpler, e.g. Good/Average/Poor with a different type of field, of course, and the rating could be automated with Tasks, emails etc. all controlling decisions in the Workflow if you don't want the overhead of Custom Buttons.

That actually depends. If doesn't have ordering, but whether it has date filtering depends on what you are searching - for Requests and Documents it does not, for Workspaces it does. The Request List View's advanced filters are by far the most effective search tool for Requests.

Surely for FAQs there should only ever be one version - the latest - published to the Portals?

@Estie Not really, it's not something Support can assist with, and technically nothing is broken - the work is a change in behaviour to accommodate a particular use case, not a fix.

I can confirm that this is still being worked on. It's a more complex undertaking than it may appear as it mainly manifests itself in Service Manager, but Tasks are a Platform component (which all applications can utilise) so there's a lot of back and forth between development teams to progress this.

Why would you search for SR* when you can set the type to Service Request? Purely on the above example (which may not be the only use case) you would be far better off opening the User Record where all their Requests are visible, filterable, and sortable on the Service Manager tab.

Excellent, glad it got you where you needed to be.

I think this is addressed in this thread: Please let us know whether that answers your query.

@Berto2002 The required values are specified in the API documentation. Also, I have discovered that the case mismatch on the requestType is almost certainly the reason for the bpm not spawning.

I've just noticed that RequestType should be requestType - APIs are case-sensitive so that will also need correcting.

I'd suggest as a first step providing a Customer Type, although this is optional it may be required when a Customer ID is provided, as the required value varies based on Customer Type.

@Berto2002 Please review the members of the ICT and Digital group - I have checked this via the passcode you provided on the Incident and the User's name is not there. I could be mistaken but I have checked more times than Santa. Further to that, the specific Catalog Item, API: Infrastructure Scheduled Requests, is restricted using the Manage Catalog Visibility option to only the Testing Team, so even as part of the ICT and Digital group the User would not be subscribed. It's not an API I use, so I'll get one of the Developers to take a look at the other questions.