Steve Giller
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Enhancement Requests
Posts posted by Steve Giller
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Marking the Resolution Timer does not directly affect the status - the Timers are tracking your SLA progress, not controlling the Request Status.
You will want to make use of the Update Status node to change the Request from Open to Resolved to Closed as required by your internal processes.
Please review the documentation for Workflows and post back if you have specific queries as this topic is a little too complex to give a complete overview on the forums, alternatively if you feel that an education session with a Product Specialist would address all the questions you have please get in touch with Customer Success via the Success Portal.
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On 07/03/2024 at 09:23, Andrew Parsons said:
It's now showing against me again (as i'm the last person to log on to it)
I'm not clear on this comment - why does logging on to the Asset mean you're the Owner?
Have you got an import that checks who logged on and assigns the Owner/Used By values?
If so, please ensure you are using the latest version (v.4.4.1) which has the most recent updates and fixes.
If not, how are you assigning the Asset? -
To block the Request from being logged with a Form like this:
I have the Label field set up like this:
(The "Label" parameter is not displayed in the Employee Portal)
Then I follow the Form with a Branch node:
with the "Supported" branch set like this:
This could, of course branch on any other value in your Capture, but as long as the "No Match" goes to a Cancel the only option available will be to Cancel the Capture.
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Blocking the completion of the Capture is a valid method, as is creating an "Auto-close" Request - ultimately this is down to preference.
The advantage with the Request is that you can report on how many were raised, and also do everything a "real" Request can do - in this case sending an email to the Customer with what actions they should take for this problem might be required.
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Yes.
The short version is that you will need to ensure there is a closure category, branch based on that category, and on the Outlook Request branch set the status to closed.
The longer version is that in reality this will depend on your existing workflow and how that is configured, and also your internal procedures, e.g. do you need to resolve and wait a few days for a customer update in case they report it's not fixed, etc.
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Service Manager are checking this, I believe the risk that if the Workflow has changed, so may the Capture is the issue, but they'll post here if I'm wrong.
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4 minutes ago, Val C said:
I understand that the data preview returns a max of 500 rows, but not why the report returned 0 rows
Because when you limit the results to 500, this will never take very long - if the report attempts to return 500,000, this will take a lot longer.
5 minutes ago, Val C said:The time period I am using is tasks created on value is greater than 27-02-2024.
My apologies, I misread the config.
5 minutes ago, Val C said:however when the request table link is removed and only the tasks table is used, the report returned 517 rows
This could be due to your JOIN, I suspect the RIGHT JOIN is returning all of your Requests (or possibly Tasks) and you may need an INNER JOIN here - although please discuss this with a DBA as this is not my area of expertise.
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The short version is that using HTML tags is possible in the Label and Description fields.
If you've signed up to the Hornbill Academy the Academy Live: Build engaging forms with the Intelligent Capture Designer session (which is available to watch for those who didn't take part) covers this.
If you haven't, please do, we are building a library of educational resources for Customers to use. -
9 minutes ago, Nikolaj said:
How can i easy change that for a lot of users from suspended to archived or can you do that via script for me?
If the Users are still in your LDAP source, and you can use that to identify which Users need updating (e.g. they're in a specific Leavers OU) this should be straightforward with the Import tool.
If you need Hornbill to do this you will need to raise an Expert Services request via the Success Portal.
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A suspended User is one that cannot currently log on as they have, for example, entered an incorrect password multiple times.
They will appear in the search because they are still an active User, they just need their ability to log in restoring.
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The Data Preview is limited to 500 rows.
If the full report is not returning any results then it is possible that this is timing out before it completes.
What happens if you reduce the time period to the last month, rather than the last year? -
This is fixed in the next Service Manager release.
I don't have a date for this at present. -
It will appear for Resolved and Closed Requests, on the right-hand flyout menu.
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On 11/03/2024 at 12:01, Berto2002 said:
when people clone a change request (like the last time they upgraded a system 6 months ago), it picks-up an old change workflow
I've not looked into this, but my initial reaction is that this is the definition of "Copy"
Secondly, if you copy a Request this includes a set of answers - if the updated BPM references an answer that does not exist it will fail, so this appears to be a straightforward safety-net.-
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We have found an issue with this morning's update which is being patched as I type this.
All should be back to normal in the next 15 minutes or so.-
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I've moved this to the Employee Portal section as this appears to be about an Employee Portal widget, however this is not existing functionality and I am not aware of any plans to introduce this.
There's no reason why you could not create this as its own Catalog Item, using the Intelligent Capture to ask the questions and gather responses and the Request to collate the data, store it as required and then report against it.
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I've flagged this internally, I'll update here when I have more information.
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54 minutes ago, HGrigsby said:
I want to display the Staff Id rather than the user entering it.
Currently this is not possible, and I am not aware of any intention to make that a session variable.
However, in order to be able to use it in the subsequent Workflow not having is to display on the Capture Form has no effect. -
@HGrigsby This is a slightly different discussion, but the question here is:
If you have the Employee ID in the system already - why do you need the Customer to enter it?
All you need is their name and the system will get the Employee ID later.
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31 minutes ago, HGrigsby said:
it keeps being asked for for in various processes,
Where are you trying to use this, and in what way?
Referring to "Processes" sounds like this is in a Workflow, where the employeeId is freely available from a Get User node.
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I think this is the section that is intended to convey that requirement:
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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:
QuoteThis error can occur for either of the below states and can be resolved by either running the import as the same session user and on the same computer that the original import authentication took place, or by resetting the encrypted credentials
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26 minutes ago, LawesD said:
All I can think of is that one node hadn't completed it's function before the next was started
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. -
On 25/01/2024 at 15:24, Jacopo Carraro said:
Would it just update the ticket with the body of the email
In short, yes.
On 25/01/2024 at 15:24, Jacopo Carraro said:or is it possible to have a rule setup in a way that can be used to change the state of a ticket
This is not done by Routing Rules, this is configured in the Service Portfolio under the Request Sub-statuses section
Automation scenario to close tickets
in Business Process Automation
Posted
This is probably due to the Auto Task not being created under the correct Entity - see the Auto Tasks page (the final section).