Steve Giller

Do you use Auto Tasks?

Yes, they're the ones. Not unless you were using a Business Process (either via a Request or a Custom Button - or possibly ITOM) to make the update and updated the relevant field in the Workflow. Unfortunately not, these fields are not available to Custom IC Forms.

@Jeremy Do they support the Service for the original Request?

I'm not sure what you're asking for here - the relationships between Customers and assets are either stored against the Asset (i.e. Used By/Owned By) or in a linking table in the case of shared Assets. This is simple for assets - an Asset can only have one owner, so we can have a field against the Asset to store that - but not for Users, who can own/use many assets, so there is no simple way to show a User's assets against the User Record when raising a Request. If you are looking to have visibility of a Customer's primary asset - e.g. a Laptop or Desktop that the majority of Requests would be raised against - you could store that value in a Custom Field against the User and have that field shown in the Customer Details section by using the Additional Display Fields parameter of the Customer Search node.

@Adam TomsAs mentioned above, the details for Advanced Request Task Completer are at the foot of the Activities page. This is a Right, not a Role - the Roles that have this right are detailed on the page, it can also be added to any Custom Role.

I understand where you're coming from, but because of the way the Processes work behind the scenes I can assure you that it would be far from helpful!

It's not clear what area of the product you're talking about here. Can you provide any screenshots and details of which custom fields are affected - the names above appear to be "friendly" names which would be specific to your Instance - and where you would expect to see them, along with what you configured to make that happen, please?

The first button on the Manage Executed Process will provide a full log of every node that has been passed through. There isn't a visual version of this, and bearing in mind complications like Parallel Processes I don't think that this is something I would expect to see.

@Sam P I think that's more a question for the receiving application - it may require a specific format, or it may simply not cater for showing hyperlinks in a "tidy" format.

Currently doing this manually with a Custom Field in the Details section is the only practical way to do this. I've tagged this as an Enhancement Request (having a "chase" button rather than manually checking if an email is an update or a chase) and I'm aware that Development have seen the post - although this doesn't mean it will be added it will at least be considered.

I'm not aware of any plans to offer this (it is a "comma separated values" file, after all) but I've tagged the post as an Enhancement.

I'm sure this has been discussed previously. The options are detailed on the Activities page, you probably want to look at assigning a suitable Owner, and using the Advanced Task Completer right.

There isn't a direct path to the CostCentre node - is there any issue with the Mobile Device Details node itself? Also - what's the first node on the Alertive Capture?

This is unrelated to yesterday's issue.

Picking it up in the Request would be super-fast - just test for a match and auto-close the Request with an email explaining why! No Service Desk involvement at all.

@Salma Sarwar As far as I'm aware there is not an h_department field - There are a lot of tables though, so which table are you referring to in case I've missed it?

The Service Manager Reports are intended to have relatively simple functionality compared to the full reporting tools provided by the Advanced Analytics. The Dashboard/Widget functionality is part of Advanced Analytics and I'm not aware of any plans to integrate the two separate areas.

Can you clarify what exactly you're seeing (or not seeing) here? Have the Custom Fields completely disappeared from the Details section of the Request? Are the fields still there but their values not showing? If the latter; how are you populating the values? Are the values set in the database and not showing, or not set in the database either? Is there any other information that we need to consider?

Are you able to post your Capture (Hiding any personal info, of course) so we can see if there are any obvious indicators?

You can make the attachment mandatory in the Capture, then the Request cannot be raised without an attachment being submitted. (Granted - you can't check that it's the exact attachment you need, but this will cover most occasions.) Once the Request is raised you could have a Human Task where the Owner checks that the right attachment has been given, and then, based on that Tasks's outcome, either progresses or sends an email to the Customer detailing what you require.

The Line Manager is stored against the User rather than the Direct Reports being stored against the Line Manager, so there would be no node that would bring back all Direct Reports. Being a codeless environment there is also no concept of looping through data in the BPM, so even with a list there would be no way to update each Direct Report to have a new Line Manager. If you're importing Users from Azure/AD or similar we would expect these changes to be made in the authoritative source and this would be picked up on the next import.

There is no BPM node that will check whether the Request has attachments linked. Can you give us an indication of what you're trying to achieve with this as there may be alternatives.

@Jake Thaker I've merged your post with an existing topic on the same subject, if you would care to review the responses above. You might also want to look at the API Scheduler tool which is capable of Raising a Request. Please note, however, that you cannot have an Intelligent Capture on an automatic request.

I've tagged this as an Enhancement for you on the basis that my understanding is that you want the final report to say "Closed" instead of "status.closed" etc. Based on the screenshot, what you're editing above is the filter that decides which status values are to be included, so even if the above did work it would never have any effect on the Report output. Please note that if the above enhancement is accepted I would not expect the filter to be changed (you will still need to filter on the actual values of status.*) but that the report will show the Display values in the same way that the UI does.

Hi @Daniel As suspected, this is not a field in the Requests table (or even a specific field) but a relationship specified by a linked table. What you would need to do would be to use your Business Process to copy the Customer's Department from the Service Manager->Entity->Requests->Get Request Information->Customer Details node into one of the Custom Fields for the Request, and then use that Custom Field as the X-Axis.