Steve Giller

In a custom view you can add custom fields, but there's no sensible way to ensure that a custom field is kept up to date with the number of days old a ticket is - that's basically shown by the Raised On value, assuming you know what the current date is.

@Alisha Is the SharePoint page in some way signed in to Hornbill and granted the relevant Roles? I can't think of a way it would be, but I am pretty sure if it's not you'll never be able to see them - it would require bypassing the Hornbill Security Model.

I'm not aware of any plans to introduce this currently, however I have tagged it as an Enhancement. As with numerous other forum conversations I am fairly sure that the one field that will not be added is "Notes" as this could theoretically contain an infinite amount of text and displaying that could have disastrous consequences.

Just to add to Will's post, the documentation on the Lock Actions node is here. Scroll down to the Requests section and the first entry Access Control is what you need. Please be aware that a Full Access role overrides any Locked Actions, so assign those roles with care.

Booking has states of Available, Not Available, or Booked (Note: these may be stored as integers and translated in the UI, I haven't checked) You can set this value using the field shown.

It's not a node I've used, but I'd advise reviewing the TextAnywhere documentation as a first step. For example, from a brief check it looks like your Reply Method ID is text where it should be an integer.

Details are on the Contacts page of the wiki. Contacts are not deleted, they are archived, which is why you cannot see a Delete button.

I've tagged this as an enhancement for you. This will be looked at by the relevant teams, however a Live Instance does not need to be associated to a Request, so it may not be practical to do this.

Hi @Berto2002 I'm not sure that Parallel Processing would be the best fit for this. If the underlying assumption is that doing the groups in parallel would be faster, this is not likely to be the case each call will still be queued, whether at the Hornbill or Azure end of the process, and by trying to run them simultaneously if anything does go wrong you have to troubleshoot (using your current example) 10 threads at once. Done in sequence if anything goes wrong you can clearly see the last action that works and immediately know that it's the next one that has an issue. In fact, I'm not completely certain that a Business Process is the best fit; this looks more like it would be a better fit for ITOM from the brief description above.

@Ann I think this setting might need adjusting, depending on which IC you have added the Project Template form to:

I'm assuming here that you're expecting to see that option in the Intelligent Capture Designer? If so, no, you won't, you will be presented with the option to select a Template when you create the Project and it steps through the Capture.

This should produce a Label that's only visible on the Intelligent Capture form: Here's the label during IC: And it does not appear in the Questions.

That would be better achieved within the Business Process and having a response email template and an out of hours email template.

You certainly can (You'd need to start a fresh thread, tagged as "Enhancement" in this forum) Please be aware that this isn't "If you ask, it will happen" but, of course, if you don't ask, you don't get.

I believe that would be this wiki page.

Then it wouldn't be a My Services widget, so I strongly doubt that this would be possible. The My Services widget can be filtered by Domain, so with that checked only the HR Service(s) will be displayed. These can be selected to access the HR Catalog Items in the usual way.

Hi @Ann Firstly, no - it's too hot, I'm looking forward to Halloween already! In the Project Creation Capture add a Project Template form: and that should give you the option to select a Template.

Never even thought of that. Good spot.

This is kind of a hacky solution, but: In the Service Portfolio, set the CI to point to a Capture called "Invalid Request" Create the Invalid Request Capture with a Start, Custom Form, and Switch Capture On the Custom Form, display the relevant message (e.g. "Naughty fellow, you know you shouldn't use this!") using labels Set the Switch Capture to trigger the "Invalid Request" capture Because this is a hack, the User will see the warning: but they will never be able to progress the Request, and if they complain about the message you find out who's doing it. There is some discussion about having an "Abort" option in a Capture, which would be better than looping back on itself - if you can find that one and add your support that will help prioritise it.

If I'm not mistaken, these emails will be sent via the Direct Outbound method, are there any emails in there for the times above? If so, are they marked as successful or failed?

@chriscorcoran Just as a sanity check - when did you enter those settings? I have to ask as the Forum Post was at 22-07-11 10:16:00Z and the next even is set to 22-07-11 09:40:00Z If you set them after 10:40 (BST) today then the first event will never trigger and you'll need to test again with a time in the future; if you set them before then can you post what the View log button displays?

What would be a use case for this? Time isn't applicable to emails in a straightforward manner; they can be composed, sent, received, and read at different times, and any or all of these can be subject to delays. e.g. an automated reply is sent at 11pm that says "We're closed right now" - but the Customer reads it at 9:30am the next morning and that is no longer relevant.

@samwoo There will be some improvements made in this area, I don't have specifics at this stage as the Developers are reviewing what changes need to be made.

@Ann I'll start with this: and invite further questions and/or a more detailed explanation.