AlexTumber

Hi Gary, Not currently no, but I would think that we would look to improve this area very soon. Alex

Hi Gary, There is an old automated bpm task that is capable of performing the action you would like. You'll need to enter the expiry period (3 days in your case). The issue with using this option is that if a call is reopened (as shown in your bpm), the 'closure timer' will not be removed which could potentially cause problems in the future. There has been some discussion internally around introducing an 'expiry param' to a number of the bpm automated tasks, such as 'suspendWaitForClosure' which would cater much better for your need. I'll raise this with our development team for consideration as I appreciate that using tasks in your scenario is far from ideal. Alex

Hi Dan, Based on our current schedule I would expect the next release (2.31) to be available towards the end of next week. Alex

Hi Dan, I'm pleased to say that our development team have fixed the issue. This will be available in the next release (2.31) Alex

Hi Dan, You're not doing anything wrong. I'll raise this with our development team immediately. Alex

Hi Martyn, I've checked and the status values that are taken into account are New, Open and On Hold. You are correct when you say Resolved requests are excluded as well as Closed/Cancelled requests. Cheers, Alex

Hi Martyn, If no analyst is found/available then yes the request should be assigned to just the team specified in the business process node. If this is not happening, please let us know and we will get it raised with our development team. Cheers, Alex

Hi Martyn, This has been developed and will be part of the 2.28 release. The two new variables are called 'Scheduled Start Date' and 'Scheduled End Date'. Regards, Alex

Hi Lee, That's great news thanks. We should definitely look to improve this as it's not completely obvious whether to specify the process id or the process name (and what each of them are) here. I will raise this with our development team internally. Regards, Alex

And here it is in the business process design editor:

Here is the business process displayed in the business process list view:

Hi Lee, From what you've said I can't see that you're doing anything wrong... Can you check one thing for me; the name of the business process in the setting may be different to the name of business process itself (all lower case and separated by dashes) Regards, Alex

Hi Tony, You will need to modify the link in each email template. To access email templates, please choose System >> Email >> Templates from the Admin tool. Regards, Alex

Hi Kelvin, Yes this is entirely possible. When defining your routing rule, simply enable the 'Use Mailbox' flag and then just select your target mailbox/folder to move the email to. Regards, Alex

Hi Ben, There is an automated bpm task that allows you to update linked requests. If this is included as part of your business process you can specify which linked requests get updated. The use case here is if I have a problem record. When the problem gets resolved all linked incidents automatically get updated. Currently there is nothing to automatically close linked requests but that's not to say that it can't be done in the future. Regards, Alex

Hi Matt, There was an issue with the input param 'Update Timeline'. This should be a fixed list of options 'Yes' and 'No'. The length of the text entered here in your screenshot was causing the problem as it was not being handled. This has now been fixed and will be available in the next service manager release. Regards, Alex

Hi Tony, Currently there is no way to automatically add change requests to the change calendar. They must be scheduled by using the scheduling action on the change requests themselves (there is a bpm automated task to suspend and wait for scheduled dates in the change process). There are possible plans to include both a 'scheduled dates' progressive capture form and an automated bpm task to add scheduled dates in the future, however there is currently nothing planned in the next 90 days. Regards, Alex

Hi Martyn, Yes it is. If you go to the services landing page and hover your mouse over one of the services you will see a trash can/bin icon appear on the right hand side. Clicking this (and providing confirmation) will remove the service. Regards, Alex

To be able to access boards from the left hand menu, a user needs to have been assigned the role 'My Boards'. Your Hornbill administrator can add this role for you.

Yes there is. It is a system setting called communications.maxfileUploadSize which can be accessed via the Hornbill Admin Tool. The default is 10000000 bytes (10mb)

Hi Gareth, Yes, guest.app.requests.notification.notificationType.assignment is the setting for controlling individual assignment notifications. You are correct when you say this is only for the assignment of requests. There are plans to do many things in the future with notifications but this was a particular one that we were receiving a lot of requests for from multiple customers. Regards, Alex

Hi Gareth, The settings are on page 4 of the Service Manager application settings which can be accessed through the Admin Tool. The 2 settings you are looking for are guest.app.requests.notification.notificationType.assignment and guest.app.requests.notification.notificationType.assignmentTeam Regards, Alex

Hi Kelvin, The issue with the bpm operation 'Wait for New Request Owner' has now been fixed and will be available in the next release of Service Manager (2.25x)

Further to that, there is an automated task available in the Hornbill Business Process Designer which allows you to suspend the business process until a priority has been provided:

Hi Graham, There is an action on the request view itself to set the priority. The actions on a request are configurable by service. Is it possible that the 'escalate' action is disabled for the service your requests are being logged against? Regards, Alex