Steve Giller

This suggests that whatever is being extracted from the email is not exactly the same as what is presented by the Capture. The most likely culprit in cases like this is a space, as they are all but invisible to the naked eye.

You can do this, however you will need to specify the Request Type at the point of logging.

If they don't support the Request they won't see it by default - you'll need to add them as a Connection or a Member (this can be automated) depending on what level of interaction you require.

Current enhancements are listed under Admin -> Hornbill Solution Center -> Roadmap Library

In that case the display is correct. All date/times are created and stored in UTC and if the date is stored in a Date/Time field the UI will (in most places) format this to the User's time zone as set in their preferences. In the above scenario you could use the Request Details Form Designer to add a Custom Field (one of the Date/Time fields) to the Details, and use the Field Mapping to store the Capture Answer in this field.

The Lane should be populated from the Assessment node, not the Suspend (Wait for Impact Assessment) node. You will need to ensure you use a unique Result Reference value - if you use the (old) default of ResultRef the values may conflict with another node. The Add to Board node does not have to be immediately after the Assessment node, as long as the result from the Assessment node is still valid.

This should be as simple as ensuring the Lanes' names match the possible outcomes of the Assessment node, and passing that variable as the Lane Name.

Details on Service Manager Business Process nodes are documented on the wiki. As far as I'm aware neither of these are changes that are being considered.

This can be easily achieved with Routing Rules. No, this must be done when a Request is raised. This is available from a Get Request Information -> Source Email Details node for Requests that are raised from emails. The information could be stored in a date/time Custom Field and reported against.

With the information above it's difficult to comment on what may be happening. I would suggest reviewing the Service Level Rules Builder wiki page (and any related pages you're not familiar with) and if that doesn't answer your questions post back here.

This would be against the BP that each individual (linked) Request is running against. Let's say we have a system that has failed which has triggered the MI, and this is preventing Users from signing in - but Users who are already signed in can continue to work but can't save their documents. You will have two types of Incident - Can't log on, and Can't Save. These will likely have different Workflows associated and a different clean-up between resolution and closure, so it is important that the Linked Requests continue to follow their own workflows despite being part of the same MI.

Are they from h_custom_a - h_custom_o, by any chance? These are VARCHAR/255 fields, see the notes: VARCHAR custom fields a - o each suitable for holding up to 255 characters of any type. See the Mapping Fields from Customised Forms wiki page for more details.

Any User with a Service Manager Role must be a Full User. Basic Users are visible under the Platform Configuration section.

@Alisha {{user.phone}} and {{user.mobile}} are both working for me, I can see forum posts from 2 years ago where it was available, but I don't have a link to the Release Notes where they were implemented I'm afraid.

You can Resolve linked Requests in the BPM - then the Linked requests can follow their own Resolve->Close procedure in their own Workflows.

Neither of those, however there are many criteria for accepting a suggestion and even more for prioritising it, and it's likely that only if/when one makes it into active development a response will appear on the Forums.

If the developers have any news then they will report it here.

The Database Asset Relationship Import tool seems like a good fit here - with the caveat that I haven't used this tool personally and I'm basing that assumption on the name alone.

What field are you storing the date/time in? You may wish to review the page on Mapping Fields and ensure that you are using a Date/Time field for this.

For anyone not familiar with the Database Asset Import the documentation is here.

What are you expecting it to do? REGEX_MATCH will return true or false depending on whether it finds a match. It will not do anything else. Routing Rules do not manipulate the email, they simply perform the required operation (move to folder, raise request etc.) if the expression matches and pass the email to the next rule if it doesn't.

@AlishaYou're welcome to request an Enhancement, to do so please start a fresh thread, use the "Enhancement" tag, and give as complete and clear description of what you're requesting so that it can be considered. i.e. Simply tagging this as Enhancement wouldn't work as you're specifying Operating System so that's all that would be on the Enhancement should it be accepted.

If I'm understanding what you're doing (and I'm not an expert at regex) this https://regex101.com/r/FIDaEc/1 might show you why you're getting unexpected results.

You can always put in a request for an Enhancement - just start a fresh thread with the Enhancement tag, giving your requirements as clearly and completely as possible.

The details are on the Customer Feedback wiki page. Feedback can be enabled per request type (Incidents and Services Requests) and per service where it is required. The Expiry here is for the node (i.e. how long the Workflow waits) not the Feedback itself - the feedback expiry is set in the Service Portfolio.