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Found 7 results

  1. At the moment if you want to close a bulk number of requests you have to update them to Resolved so that you can populate the resolution text and closure category, and then select them again for another Bulk Action to close them. Can we request a combined Resolve and Close action to allow the setting of the Resolution Text and Closure Region plus then updates the status to Resolved and then subsequently Closed, in one bulk action. Cheers Martyn
  2. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Hi, This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again? Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close. Our BPM's conditions for resolution timers are: • We do not mark the Resolve Timer as complete – it marks automatically when the call is resolved. • We have chosen to mark the response timer as complete when an analyst is assigned to the call. This is not the same as when the customer is contacted but does give us a measure of how quickly calls are picked up and assessed. Via the Application Settings i understand that only one of either pause on resolve or stop on close can be enable. Will we need to make changes to our BPM to be able to pause the timer on resolve and also have it continue if it gets reopened? Regards Rashid MKC
  3. At the moment with the Update Request Status node you can update the status of a service manage request to Resolved or Closed, but the node does not support the ability to pass in as a literal or variable the Resolution Text or Category values. It would be useful to be able to do this from within the BPM and not rely on a manual activity. Similarly it would be could to be able to do this for Cancel as well, passing the cancellation description. Cheers Martyn
  4. Hi, I have a request that got created without a BPM (probably because of an attachment filename with special characters). How can I close it properly? SQL update? Thanks!
  5. Morning all, I am trying to group close calls in the request list screen. however most of the time it doesn't allow me to select more than one call at a time before the button disappears and it doesn't allow me to close them. As you can see below when I select one call it shows the button, When i select two buttons (Below) the button dissapears However when i select more than one call with the same service it allows me to bulk close - is this a error or a known issue that cant be changed to bulk everything? Thanks Hayley.
  6. Hi all, is it possible to force tasks to be completed before closing a request? My analysts seem to be able to close requests without completing outstanding tasks set against that request. Apologies if I've missed something obvious!
  7. Hello, Part of one of our Business Processes for IT Equipment handles expiration of a quote but I am not sure what the timer is set to for the Close Period section attached. Is anybody able to help? Thank you, Dan
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