Steve Giller

As far as I am aware, nothing has changed in this area. The criteria for reassignment are on the wiki page under the Re-Assignment Rules section. Where you are not a member of the Group the Task is assigned you the criteria is that the Owner of the Task can re-assign it.

I think they might get caught out (eventually) trying that tactic!

If you are using the "Round Robin" assignment in the Workflow then if Users ensure that they log out (not just close the Browser window) and the Include Offline Users parameter is set to No this will prevent Users being assigned Requests while they're not at work. I appreciate this is still manual, but your Users may find this to be an easier action to remember than updating their Availability.

@Chloe Carson @will.good This functionality is being assessed internally and I hope to have an update when this is completed.

The issue here would be that a filter can only narrow a list down based on what is contained in the list (e.g. names containing "bob") You can't filter on nothing as everything contains nothing - that's why with an empty filter box you see the complete list. You can (or rather it is possible, I've never mastered it) create a report that lists Organisations with no connected Contacts, however, which is why I suggested that option. There are a couple of examples dotted about for this kind of report that should be adaptable.

That sounds like you're want to do multiple GROUP BY which is not possible in the Reporting Tool.

I'm assuming this is to identify empty Organisations for housekeeping purposes? That would probably be more efficiently achieved via a report.

Can you confirm the version number of the Import Tool you're using?

I've tagged this as an Enhancement for you so that Development see the requirement. Note: This is not a guarantee that it will be accepted, just that it will be seen and considered.

I'm afraid that currently the Status of an Asset is not something the Capture forms can filter by.

That would be a way to ensure spaces don't split phrases, rather than enforcing an exact match - e.g: "an exact match" Would find An Exact Match Is that an exact match? Could you find an exact match for me? but not The match is an exact one. Currently there is no way to enforce an exact match search in the Customer Search form - if there were I suspect this would be an all-or-nothing option set at design time.

Probably one for a Support Request at this point, if you could raise one and provide a link to this thread we'll investigate from there.

I would suggest having a separate folder for Target Folder Failure - I suspect that you will find the email will be moved into that (something you can't tell if you use the Inbox as it would end up there anyway) Having made that change, if the email ends up in the "Failed" folder it indicates that something in the Raise Request process has failed, which narrows down what needs investigating, e.g. the Service/Catalog/Assignment/Priority etc.

I've asked Development for a status update.

If you could review the Hornbill Cloud and Platform wiki page in conjunction with comparing your proxy/firewall settings on the differing sites and post back here should you have any further questions.

We have checked, and over 50% of Instances have Integer Custom Fields in use.

The most common issues are discussed on and If the tips there do not assist can you post back with your configuration?

That would require that the BPM was aware of the duplicate - out of interest how would you envisage that occurring automatically?

Does the User performing the Search have rights to view the Request? (i.e. are they the Customer or do they support the Service)

There us currently no option to retrieve an Asset Location within the Business Process or Auto Task. If you gather the Location within the Capture or from a Human Task you could store this in a Custom Field and use it.

This sounds like the kind of thing you'd want to use Timesheet Manager to track. With TS you can add a Time to most (if not all) actions and Managers can view the details of their Team's Timesheets.

As this is tagged with an Enhancement this will be seen by Development, beyond that I don't have anything to update you with at this time.

You are correct, the Update Request -> Site node requires the Site ID as in input parameter. Unfortunately there is currently no way to extract the Site ID when you only have the Site Name available from within the Business Process.

As this is tagged with an Enhancement this will be seen by Development, beyond that I don't have anything to update you with at this time.

If you privately message me the new Display Name I can change that for you.