Rachel Crisp Posted August 10, 2017 Share Posted August 10, 2017 I have created a Catalog Item for a Change Request on the Service Portal. Users can log a call using this Catalog but once the call has been logged it displays the Call number and underneath this it shows the message "You do not have permission to view this request". The next time the User logs into the Portal they cannot see this Change Request. Do I need to change something within Hornbill configuration to make this possible? Thanks Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 10, 2017 Author Share Posted August 10, 2017 PortalMessage.docx Link to comment Share on other sites More sharing options...
Guest Mohamed Posted August 10, 2017 Share Posted August 10, 2017 Hi @Rachel Crisp Thanks for you query, I've notified our development team and we will investigate the issue to find the cause Regards Mohamed Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 10, 2017 Author Share Posted August 10, 2017 Hi @Mohamed Thank you! Regards Rachel Link to comment Share on other sites More sharing options...
Guest Mohamed Posted August 10, 2017 Share Posted August 10, 2017 Hi @Rachel Crisp, Our developers have managed to locate the issue and are working on resolving it. Expect it to be released in the next update Thanks, Regards Mohamed Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 11, 2017 Author Share Posted August 11, 2017 Thank you. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 11, 2017 Share Posted August 11, 2017 Hi @Rachel Crisp, We have identified the root cause of the reported behaviour. This is now available in Build 1042 of the Service Manager App (Available in the App Store). Thanks, Ehsan Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 11, 2017 Author Share Posted August 11, 2017 Hi @Ehsan, I have applied Build 1042 and tried again but I still get the same error (see attached). PortalMessage2.docx Thanks Rachel Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 11, 2017 Share Posted August 11, 2017 @Rachel Crisp, Have you enabled the following Application Setting for the Service Manager App through the Admin Tool? Ehsan Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 11, 2017 Author Share Posted August 11, 2017 Hi @Ehsan, I have done that now and it is working. Thank you. On the same Catalog item, I am trying to set the Summary field to the answer of question1 in the Progressive Capture and this doesn't work. Can you see where I am going wrong please? SummaryProblem.docx Also, the Notification email doesn't work either but I have set that up the same as others that are working. eMailProblem.docx Thanks in advance for any help you can offer. Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 11, 2017 Share Posted August 11, 2017 Hi @Rachel Crisp, No worries, happy to help. Let's take a look at the example below. In new problem Progressive Capture form, I added a new Customised Form called Problem Details. In my Business Process, I added an Automated Task called Progressive Capture Answers. This then follows by an Automated Task to update Request's details. I have used the Variable Picker option (labelled 1 in the following screenshot) to select new problem Progressive Capture form (labelled 2 in the following screenshot) to choose the Customised Form and the answer (labelled 3 in the following screenshot). I then used the Inject button to add it to the Summary field. I raised a Problem Request against this Business Process and I can see that the Summary is now appended with the answer that I provided through the new problem Progressive Capture. Apologies for the poor drawing I hope this helps. Ehsan Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 11, 2017 Share Posted August 11, 2017 Regarding the issue that you're experiencing with email notification - Could you confirm that there is a Customer present in the corresponding section within the Change Request form? If so, does the Customer have an email address set against their Profile? I created a Business Process with the following Automated Task and I can confirm that an email is sent to the Request's Customer (Please confirm that the Email Template exists and there is no space left at the beginning or the end of the input field). I raised a Change Request and set myself as the Request's Customer and I can see that the Timeline also confirms the action. Ehsan Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 14, 2017 Author Share Posted August 14, 2017 Morning @Ehsan, I have checked all of this and everything looks fine but neither of these Automated Tasks are working. I also have another Automated task set up to assign the call to our 'First Line' Team and that is not working either. Could I request that someone takes a look at this for me please? I have just added a test call - CH00000450 Is there a log file or something that I could check to see what is going on? Thanks Rachel Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 14, 2017 Share Posted August 14, 2017 @Rachel Crisp, Inline with ISO and our security model, I'm not granted access to your instance or data. As per the contract and agreement between South Derbyshire District Council and Hornbill, access to your instance or data is only granted to the nominated Product Specialist(s) and Cloud Team here at Hornbill. Although I would love to exceed above and beyond my responsibilities to help you and others when it is required to access your instance or data directly, I'm not nominated/granted to do so, as I'm a member of the Development team. An FAQ around our security model can be found below: https://wiki.hornbill.com/index.php/FAQ:Data_and_Security#Under_Data_Protection_legislation.2C_my_legal_team_want_to_know_who_will_have_access_to_the_data.3F I had a look at your Organisation's record and I can see that you're subscribed to Premier Success plan. This plan gives you direct access to our Support Team, for a Product Specialist to further investigate the reported behaviour. More details on the benefits of this plan can be found here: https://wiki.hornbill.com/index.php/Premier_Success_Plan To iterate this once again, since you've subscribed and paying for the Premier Success plan, please use the following link to raise a request with our Support Team who will look into this for you. If the reported behaviour relates to an underlying issue in the product, the Development team will look into it and provide a patch through a Service Manager update. https://www.hornbill.com/support/?request/ Apologies for the long reply - Thought it may be useful to give you an insight into our services. More than happy to answer any other questions that you may have. Thanks, Ehsan Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 14, 2017 Share Posted August 14, 2017 By the way @Rachel Crisp - After you made changes to your Business Process, did you Publish a new version of it, through the Admin Tool? Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 16, 2017 Author Share Posted August 16, 2017 Morning @Ehsan, Thank you for the info, much appreciated. And no I didn't - I have never seen this screen before LOL Thank you, I'll give that a go! Cheers Link to comment Share on other sites More sharing options...
Guest Ehsan Posted August 16, 2017 Share Posted August 16, 2017 @Rachel Crisp Let me know how that goes. Might just sort it all out Link to comment Share on other sites More sharing options...
Rachel Crisp Posted August 22, 2017 Author Share Posted August 22, 2017 Hi @Ehsan, All sorted. Thanks for your help. Link to comment Share on other sites More sharing options...
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