Steve Giller

The Documentation is very clear on this specific error and as far as I am aware can only occur when the Accounts do not match. To rule out any issues with the configuration file we are recommending deleting this and re-authenticating with the First Run steps as per the troubleshooting notes:

This is an issue we are aware of. We have ruled out the above as a cause, the issue being that as this is intermittent without a discernable pattern it becomes tricky to reproduce and test any fixes, but we have made significant progress and are working hard on progressing this. We will update when we have more information.

In short, yes. This is not done by Routing Rules, this is configured in the Service Portfolio under the Request Sub-statuses section

@Osman That error is specific to the scenario we have described above. I can only recommend that you delete the credentials that have been saved and perform the First Run process once more with the Windows User Account that is specified in the Run As entry on the Scheduled Task.

Ah - of course - the current node is green in a live workflow regardless of type. I feel better now.

@ChrisU Based on what you've posted this will work as expected. The only thing that hasn't been mentioned that I can think of is that a Request can only be raised by a User/Guest who is already in the system, the email address must only be in use by one User/Guest, and to update a Request email must come from the request Customer. If these criteria are being met can you send me a private message (as we don't want to expose PII on the forums) with the unedited Routing Rule expression you are using, the email address(es) you expect to be picked up, and if possible a screenshot of an incoming email that was not matched showing the From: address.

[Insert smh gif here]

That can easily be done with the Asset Import Tool

I would suggest running them in sequence without using Parallel Processing at all. If that works then they may simply not be compatible with Parallel Processing. I don't have a domain to test against, so if the above doesn't work, or you have an overriding need to run them in parallel post back here and one of the Developers will be able to respond.

If you start with the Intelligent Capture documentation, and associated pages, this should give you what you need. If this leaves you with additional questions please post back here.

Is it just one of the Timeline updates for the triggered ITOM actions, or all of them? If one, there's possibly an issue with the connected ITOM action, if all of them it may be that the process does not "see" the ITOM action finishing, so is not able to progress.

Currently there is no option to specify a time only.

Most image formats will be fine, the clarification was because PDF is a document, not an image, so that can't display on a Capture form.

Can you just clarify, please? Are you wanting to display a picture, or a PDF file? These are two very different things.

No, but I've moved it to the Integrations forum where the correct people might see it.

There is no Auto-reply. The best way to create one would be to have a simple "Raise Request" action that creates a Request, emails the Customer with your required message, and closes itself, all without any Users interacting with it, or even being aware it exists. This can then be reported on, and you have an exact count (if required) of the number of customers who do this, who they are, whether there are repeat offenders (individual or by department) or if there are patterns (e.g. they happen out of hours or at busy times, etc.) and you can take any actions that are deemed suitable.

This would be the settings you would need to start with:

Here is the link to Documentation on Workflows in Service Manager. You may need to review a couple of other topics depending on your existing familiarity with Hornbill. The Workflow's Hornbill Automation node can be configured to assign a Request, either to a Team (as it appears to now) or a User. If assigning to a User this can be a named User, or on a "Round Robin" basis with criteria that you define. "BPM" is an older term, it is synonymous with "Workflow"

Is this what you're looking for?

This is already in the product. It's not clear what you're asking above - how would you envisage an image be indexed and searched, for example? An msg file is a Microsoft format specific to Outlook, designed to be saved from and opened in Outlook, with embedded and attached images encoded in the file, and even the text is not simply a line of characters. I'm not suggesting it's impossible, as that's not my area, but in the simple 2-line email I looked at, the text part of the .msg was split into 10 lines, and the entire file was 184 lines - most of which was similar to cG9ydCB0ZWFtIG9uIDIwMjQtMDItMjcgMTI6MTc6MjRaPC9zcGFuPjwvc3Bhbj48L3A+DQoNCjxw PjxzcGFuIHN0eWxlPSJmb250LXNpemU6MTFwdDsiPjxzcGFuIHN0eWxlPSJmb250LWZhbWlseTpj YWxpYnJpLHZlcmRhbmEsZ2VuZXZhLHNhbnMtc2VyaWY7Ij5SYWlzZWQgYnkgQm9iIEJsYWNrbWVy

I'd suggest writing a report that links the relevant Project Manager, Service Manager, and Timesheet Manager tables to produce a grand total of the times.

How are you scheduling the change? Looking at the surrounding square brackets it's possible that some formatting has been attempted but is not recognised/correct.

The download includes a whole suite of example configuration files, conf_example_csv.json will have the setup you require.

I'm not sure I fully understand what you've said above - particularly Can you explain what you mean here - I'm not aware of the ability to log into a specific Domain - you can view a specific Domain. Secondly, the Documentation states that and the Request List View is for Users who support the Services, which is a very different scenario.

Hi @Jim This setting doesn't really apply to the UI elements, it's aimed (as the api.xmlmc. prefix suggests) at more behind the scenes uses - e.g. whether to show archived Users when displaying activity stream followers, post likes, workspace members, participants in conversations - those kind of areas.