Difference between revisions of "APPS:Frequently Asked Questions"
Jump to navigation
Jump to search
| (32 intermediate revisions by 4 users not shown) | |||
| Line 3: | Line 3: | ||
* [[APPS:How do I enable the BPM Utility|How do I enable the BPM Utility]] | * [[APPS:How do I enable the BPM Utility|How do I enable the BPM Utility]] | ||
* [[APPS:How do I export business processes to another server?|How do I export business processes to another server?]] | * [[APPS:How do I export business processes to another server?|How do I export business processes to another server?]] | ||
| + | * [[APPS:BPM "Progress" button - "The Supportworks record could not be found. Please contact your System Administrator."]] | ||
| + | * [[APPS:BPM export/import xml files are blank]] | ||
===Request Related Features=== | ===Request Related Features=== | ||
* [[APPS:How do I set the number of days before specific call types are closed|How do I set the number of days before specific call types are closed]] | * [[APPS:How do I set the number of days before specific call types are closed|How do I set the number of days before specific call types are closed]] | ||
| − | * [[APPS:How do I control the options in the Action Source and Action Type fields when updating a call|How do I control the options in the Action Source and Action Type fields when updating a call]] | + | * [[APPS:How do I control the options in the Action Source and Action Type fields when updating a call|How do I control the options in the Action Source and Action Type fields when updating a call]] |
* [[Call Status Values]] | * [[Call Status Values]] | ||
| + | * [[Logging Requests - When choosing the Impact and Urgency the priority is not set, the field on the form remains blank]] | ||
===Incident Management=== | ===Incident Management=== | ||
| Line 16: | Line 19: | ||
* [[APPS:Changing the tab order on the Incident form|Changing the tab order on the Incident form]] | * [[APPS:Changing the tab order on the Incident form|Changing the tab order on the Incident form]] | ||
* [[APPS:Releasing a Locked Call|Releasing a Locked Call]] | * [[APPS:Releasing a Locked Call|Releasing a Locked Call]] | ||
| + | * [[Unlinking issues from a call|Unlinking issues from a call]] | ||
===Problem Management=== | ===Problem Management=== | ||
* [[APPS:Filtering Profiles|Filtering Profiles]] | * [[APPS:Filtering Profiles|Filtering Profiles]] | ||
* [[APPS:Changing the tab order on the Problem form|Changing the tab order on the Problem form]] | * [[APPS:Changing the tab order on the Problem form|Changing the tab order on the Problem form]] | ||
| + | * [[Exporting Call Profiles|Exporting Call Profiles]] | ||
| + | * [[Resolve/Close option disabled|Resolve/Close option disabled]] | ||
| + | |||
| + | ===Task Management=== | ||
| + | * [[Defining Predecessor Tasks|Defining Predecessor Tasks]] | ||
===Change Management=== | ===Change Management=== | ||
* [[Change Request Approvals ]] - ITSM x.x | ([https://community.hornbill.com/topic/12031-change-request-waiting-on-approvals-options/ Forum thread]) - ITSM x.x | * [[Change Request Approvals ]] - ITSM x.x | ([https://community.hornbill.com/topic/12031-change-request-waiting-on-approvals-options/ Forum thread]) - ITSM x.x | ||
| + | |||
| + | ===Change Proposals=== | ||
| + | * [[Searching for Change Proposals|Searching for Change Proposals]] | ||
===General Configuration=== | ===General Configuration=== | ||
| Line 36: | Line 48: | ||
* [[On Hold Notifications ]] - ITSM x.x | * [[On Hold Notifications ]] - ITSM x.x | ||
* [[FAQ:How to Delete all Supportworks ITHD Call Data|How to Delete all Supportworks ITHD Call Data]] | ([http://forums.hornbill.com/index.php?showtopic=23 Forum thread]) | * [[FAQ:How to Delete all Supportworks ITHD Call Data|How to Delete all Supportworks ITHD Call Data]] | ([http://forums.hornbill.com/index.php?showtopic=23 Forum thread]) | ||
| + | * [[FAQ:How to configure CTI (Computer Telephone Integration)]] | ||
| + | * [[FAQ:Status and CMDB Status not updating through Staging]] | ||
| + | * [[Customising the List of Fields Available in the ServiceDesk View]] | ||
===Customisation=== | ===Customisation=== | ||
* [[Restricting Access to Forms ]] - ITSM x.x | ([https://community.hornbill.com/topic/11994-new-form-visibility/ Forum thread]) - ITSM x.x | * [[Restricting Access to Forms ]] - ITSM x.x | ([https://community.hornbill.com/topic/11994-new-form-visibility/ Forum thread]) - ITSM x.x | ||
| − | * [[Database Entity Views ]] - ITSM x.x | ([https://community.hornbill.com/topic/11832-effect-of-removal-of-database-entity-views/ Forum thread]) - ITSM x.x | + | * [[Creating New Database Entity Views ]] - ITSM x.x | ([https://community.hornbill.com/topic/11832-effect-of-removal-of-database-entity-views/ Forum thread]) - ITSM x.x |
===Knowledgebase=== | ===Knowledgebase=== | ||
* [[FAQ:Knowledgebase Search Function|Knowledgebase Search Function]] - ITSM 4.x | * [[FAQ:Knowledgebase Search Function|Knowledgebase Search Function]] - ITSM 4.x | ||
| + | * [[KB Document form not closing when successfully created]] - ITSM 4.x | ||
===VPME=== | ===VPME=== | ||
* [[FAQ:Controlling the Maximum Number of Records Processed by a VPME Query Node|Controlling the Maximum Number of Records Processed by a VPME Query Node]] - ITSM x.x | * [[FAQ:Controlling the Maximum Number of Records Processed by a VPME Query Node|Controlling the Maximum Number of Records Processed by a VPME Query Node]] - ITSM x.x | ||
| + | |||
| + | ===Javascript=== | ||
| + | *[[FAQ:How to retrieve the Third Party Contract from the Pick Analyst dialog]] SW 7.6.x | ||
=== Management and Information Reports === | === Management and Information Reports === | ||
| Line 52: | Line 71: | ||
=== Self Service === | === Self Service === | ||
* [[FAQ:Self Service Redirect to HTTPS|Self Service Redirect to HTTPS]] - ITSM 4.x | * [[FAQ:Self Service Redirect to HTTPS|Self Service Redirect to HTTPS]] - ITSM 4.x | ||
| + | * [[FAQ:Self-service portal not responding to login/authentication|Self-service portal not responding to login/authentication]] - all ITSM | ||
| + | * [[Creating a Selfservice Wizard]] - ITSM 4.x | ||
| + | |||
| + | === Data Dictionary === | ||
| + | * [[FAQ:Data Dictionary in Use|Data Dictionary in Use]] - all ITSMs | ||
Latest revision as of 13:10, 31 August 2018
Business Process Manager
- How do I enable the BPM Utility
- How do I export business processes to another server?
- APPS:BPM "Progress" button - "The Supportworks record could not be found. Please contact your System Administrator."
- APPS:BPM export/import xml files are blank
Request Related Features
- How do I set the number of days before specific call types are closed
- How do I control the options in the Action Source and Action Type fields when updating a call
- Call Status Values
- Logging Requests - When choosing the Impact and Urgency the priority is not set, the field on the form remains blank
Incident Management
- Call Routing on Logging
- Email Notification on Call Assignment
- Filtering Profiles
- Popup Messages on Customer Selection
- Changing the tab order on the Incident form
- Releasing a Locked Call
- Unlinking issues from a call
Problem Management
- Filtering Profiles
- Changing the tab order on the Problem form
- Exporting Call Profiles
- Resolve/Close option disabled
Task Management
Change Management
- Change Request Approvals - ITSM x.x | (Forum thread) - ITSM x.x
Change Proposals
General Configuration
- How to Delete all Supportworks ITSM Call Data | (Forum thread) - ITSM 2.x
- How to Delete all Supportworks ITSM 3.6 Call Data | ITSM 3.6
- ITSM Known Issues with ESP 7.5 - ITSM 3.2.x
- Configure AutoResponder to Log an ITSM call - ITSM 3.6.1
- How to assign analyst rights to catalogs - ITSM 3.x
- Assigning a picture to a customer record - ITSM 3.x | (Forum thread) - ITSM 3.x
- Apply the SLA of this profile to the form - ITSM x.x | (Forum thread]) - ITSM x.x
- Mutlticlips: What are they? - ITSM x.x
- How to Create MultiClips - ITSM x.x
- On Hold Notifications - ITSM x.x
- How to Delete all Supportworks ITHD Call Data | (Forum thread)
- FAQ:How to configure CTI (Computer Telephone Integration)
- FAQ:Status and CMDB Status not updating through Staging
- Customising the List of Fields Available in the ServiceDesk View
Customisation
- Restricting Access to Forms - ITSM x.x | (Forum thread) - ITSM x.x
- Creating New Database Entity Views - ITSM x.x | (Forum thread) - ITSM x.x
Knowledgebase
- Knowledgebase Search Function - ITSM 4.x
- KB Document form not closing when successfully created - ITSM 4.x
VPME
Javascript
Management and Information Reports
- Reports Not Exporting - ITSM 4.x
Self Service
- Self Service Redirect to HTTPS - ITSM 4.x
- Self-service portal not responding to login/authentication - all ITSM
- Creating a Selfservice Wizard - ITSM 4.x
Data Dictionary
- Data Dictionary in Use - all ITSMs