dwalby

Hi @Steven Boardman - I've been amending my new starter BPM following advice from @Dan Munns and @Victor on how to assign tasks as per the below post. During which i also consolidated down some of the tasks (in favour of checklists) and nested parallel processing within parallel processing and fear I may now have created a monster... a monster that is again having the 'Entangled paths' error. Can parallel processing nodes be nested within 'parent' parallel processing nodes? What makes it more frustrating is that the new starter BPM used to work as per my above post, however since I've spent the last hour editing it, it now won't allow me to save. Any suggestions would be appreciated as I'll potentially lose any amendments I've made if I can't fix it today

@Victor - Thanks. I'm presuming then that assigning to the role Service Request Assignee would assign to anyone with the Service Request Assignee role (Kinda obvious, but for some reason when I set it up I presumed it assigned to the assignee/owner of the service request)? I've set the app.experimental.advancedRequestTaskCompleter and given my analysts the Advanced Request Task Completer role and will now need to go through all my BPMs and setup the nodes as per @Dan Munns suggestion - gonna be painful Thanks for your help though

Hi all, What is the best-practice for assigning tasks to the owner of the request within a BPM? Currently I have the tasks assigned to: Role > Service Request Assignee Also, if the request was then re-assigned to another analyst would the tasks also be re-assigned? Thanks in advance

@Dan Munns - Thanks, that'll work for now!

Ah, makes sense! I'll give it a try!

@Dan Munns - Thanks, yeah I've created 2 reset catalog items, I just can't seem to get the 'assign to request creator' node to assign to the creator - it errors, presumably because as previously mentioned by @Victor it needs a team to be specified. Is there anyway around this? As I say, we need to assign to request creator who won't necessarily always be in the same team.

@Joyce - Did you figure out how to achieve the below? I'm looking to create the same scenario for password reset requests received over the phone, if for example 1st line are busy calls bounce to 2nd line then 3rd, etc. so the request creator isn't always going to be in the same team. @James Ainsworth do you have any further suggestions on how to achieve this?

@James Ainsworth - Thanks, I think this is a reasonable approach, to be honest it's more a case of educating the users to ensure they've got the information they need before attempting to submit a request.

@James Ainsworth - Thanks, what would need to be entered as the Percentage Sub-Query to show a percentage of all requests resolved by 1st line?

Hi all, Is it possible to have semi-completed requests in the portal save to a 'drafts' section for example? As a scenario, a manager begins a new starter request, but before they can complete the request they need to verify the starters training dates. Currently, the form often times out meaning they have to re-complete the form again. Thanks in advance

@Steven Boardman - Thanks, weirdly when refreshing the service portal page I just noticed that the text appeared in the colour I applied for literally a split second before the banner loaded, then it defaulted to white again. Very odd.

@Victor thanks, I knew but forgot about that feature! I would still say however that it'd be useful to have the 'resolved' requests appear visually different within the request lists.

Sorry to drag up an old post. Should requests with the status 'Resolved' change colour at all? They don't seem to be in my instance. This would be useful for differentiating between active and resolved calls when viewing the request lists. I understand views can be setup to filter these out, but for those that haven't set custom views up it can be a little confusing.

@David Hall - Thanks but I've checked this (I've not even configured the 'customer' portal yet) but it's still not updating. I've tried viewing the 'Service' portal from other devices, just in case it was a website caching issue.

Hi all, Regardless of what colour I select on the 'Main Image Text' for the service portal, it doesn't seem to take affect. This is the right section isn't it?

Hi all, Do cancelled requests show on measures, widgets, reports, etc. for number of logged requests? If so, how can they be excluded? Thanks in advance

Hi all, Is it possible to change the default search global search option to requests (co-workers is the default)? Thanks in advance

@Steven Boardman - Thanks that worked!

@Gary@ADL @Victor - Thanks!

Hi all, I've created a dashboard to display are call stats but having some trouble getting the SQL query to show open and on-hold requests. Below is what I have currently, but when I add OR h_status='status.onhold it either breaks the widget to show no count, or shows an incorrect figure: Number of Open Incidents (Using SQL query: h_status='status.open' AND h_requesttype='incident') Number of Open Service Requests (Using SQL query: h_status='status.open' AND h_requesttype='Service Request') Total Open Incidents & Service Requests (Using SQL query: h_status='status.open' AND h_requesttype='incident' OR h_requesttype='service request') Any suggestions? I'm sure it's something simple, SQL isn't my strong point!

Hi all, We've gone live with Hornbill today, first thing we've noticed is that when raising a request from an email any attachments within the e-mail are not getting pulled through to the request. Any ideas? Thanks in advance

Thanks @Victor and @James Ainsworth With regards to your suggestion of setting the suspend state: wait for update, if this was used within the default incident management BP for example wouldn't this adversely affect incidents which are not linked? I may be misunderstanding, unless this is what you mean by 'This idea does not cater for many other possible circumstances'

@Gerry - Good to see Hornbill is keeping up with the trends of the industry are there any timescales on the next update?

Hi all, I've just seen a recent blog on the SITs site providing some of the benefits of self-service, see here: https://www.servicedeskshow.com/blog-spot/5-reasons-must-self-service-portal/?utm_campaign=SITS+Insight+-+8+Feb+2018+-+Newsletter&utm_source=emailCampaign&utm_medium=email&utm_content= One of the points they mention is personalisation and suggest having a "Welcome [name] to the self-service portal" greeting to demonstrate the recognition of who they are. My thinking is this would work well on the home page text/bulletin. My question therefore is whether it is possible to use a variable, or similar to achieve the above? I've just tried using the {{.H_fk_user_name}} variable but unfortunately this didn't work. I note that there's a Profile section on the self-service portal containing the users name, etc. so the information is there, it's just whether it can be utilized on the home page I guess. Thanks in advance

@James Ainsworth - Yes, please add me to the change. For the meantime I'll create a duplicate known error for both services.