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Found 5 results

  1. Are there any thoughts about having Wait for Attachment in a suspend node there is the option to change the focus but not to wait? Also, we would like a BPM task to indicate if there is an attachment in the request and to pull the description/filename into the task, but can't currently find a way of doing this.
  2. Hi guys I've just been approached by a team member that for updating a cluster of calls with the same information, I was looking to guide him on selecting a group of Service Requests and triggering an email to send a mass update using the "Actions" button that appears after selection...... although it would offer the ability to update all the calls (or assign), there's no option to email? (I think I'm right that you can't select a blend of INs&SRs) My workaround for my colleague (because it was a single requester), was to guide on using exchange and sending a single email from the associated mailbox, then do a mass update on each call to reflect this information. Is there a more elegant option akin to "tick for emailing" option in the pipeline? I've checked forum and not seen similar. This would be a boon of extra functionality Update different staff Guide huge tranches of users with bespoke updates and/or instructions Warn a selection of staff their call was liable for closure Prompt requesters their call would be under imminent scrutiny and to provide required feedback for quick resolutions ASAP rather than being chased or closed Assist in Major Incident management communication in tandem with all other mediums. etc etc Thanks, Dave
  3. Hello, Can we have the ability to do bulk actions against Documentations? I have uploaded quite a few Documentations and now I need to put them into a library and am having to do this one-by-one.... Going into them, making it "Active", putting it into a Library (or two) and choosing multiple users to share with. Have the ability to bulk action on them would speed this up freeing up my time to do other things. Thanks, Samuel
  4. We are currently testing the new Service Level Management option, enabled in settings by the guest.app.view.ITSM.serviceDesk.enableSLM with reference to the wiki link below. https://wiki.hornbill.com/index.php/Transitioning_to_the_new_Service_Level_Agreement_functionality I am just trying to work out how we implement escalation actions against the new SLM setup, or if this is not yet in place. Cheers Martyn
  5. At the moment in the SLA Escalation accounts you can trigger an action to add to a board, however this is hard coded to the SLA itself. We use a common set of SLA's across our many services, however we would want to trigger the action to add the request to a service specific board rather than a global one. Would it be possible to have a 'default board' setting in the service definition so that you can select an automatic option in the SLA escalation action to assign to the service specific board. This could also be extended to the BPM node so you can use a generic process and assign it to the service specific board as well. Cheers Martyn
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