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Found 8 results

  1. Hi, Can we have some fields added to the 'Log Request > Known Error' node? I am trying to get our Problem request to log a new Known Error if a workaround has been found. However I cant get it to log the request with all the required information. RCA and workaround are missing from the node. Being able to set this via a human task to capture these before the log request node makes sense to me, rather than having the BPM log the request and then having to go into the KE and add more info. Screenshot added for a little more clarity
  2. Hi, I cannot see that once a Known Error has been closed that you can re-open it. I can't see that there is a role to allow the re-opening of Known Errors either - is this by design? Thanks Lauren
  3. At the moment it is not possible to implement different problem management, known error and release progressive captures on your instance as you are limited to a PCF specified in the settings, rather than being able to set this at a 'Service' level as these three request types have not have the catalog level items implemented in them. This makes it restrictive where we have multiple service desk implemented within the same instance, as well as not allowing for testing/development of new PCF in these area's without affecting the current live one. Cheers Martyn
  4. Hi It appears the "Change Customer" option is not available to Problems and Known Errors - is this correct? Nasim
  5. The currently supported Field Mapping's listed on the Wiki (https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms) are quite focused on the change and release request types. It would be really useful to have the following additions for the other request types. Generic/Incident Source Site Priority Resolution External Ref No Logging Category Resolution Category Problem Workaround Description Portal Description Known Error Root Cause Workaround Portal Description Cheers Martyn
  6. Hi I am trying to create a process for known errors. Can you explain how known errors should work within Service Manager please. I have a known error, entered all the details etc. I want to update the resolution to say fix has been implemented for this known error. How do I do this? (see attached docs - I tried but I don't get the option to input the resolution) Sonali
  7. Hi When creating a new Known Error off a Problem (through the link section - Raise new link request) are the summary and description fields the only info that copies over from the original problem? On the second screen of the business capture the Workaround and Root Cause fields are blank, meaning you have to write the same info as in the problem. Can these fields be auto-populated using the fields from the Problem? Thanks
  8. Is it possible to remove known issues as a selectable option? We don't require it Regards Gareth
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