Version 3.1 has been deployed on November 10th, 2015
- We now provide a way to link tickets that were not created by Myndbend Process Manager to one of your parent tickets. Our version 3.0 release allowed you to unlink a child ticket, this version allows you to link any ticket to a parent as long as the external_id of the child ticket is empty. You will see the menu option "Link to Parent" under the "Add" menu. Read more about linking/unlinking.
- Set child ticket requester to parent's ticket requester: By default child tickets will use the current agent user as the requester of generated child tickets. You've had the option to use the parent ticket's requester for automatically generated child tickets when using the MPM target. However, you may want to handle this on a "per template" basis. Now with version 3.1, you have an option on the template screen to use the parent ticket's requester for the child ticket's requester. You also have a menu option under "Add" to "Change Requester to Parent's" after the ticket has been created. Note, if you use a trigger to create tickets automatically, the target parameter "is_requester_cascading" will always supersede the template selection "Set requester to the parent ticket's requester." selection. Leave the parameter out of the target URL if you want to use the template's selection.
- Use parent ticket's assignee or parent ticket's group as the assignee for the child ticket: You will now see the option for Parent Ticket's Assignee or Parent Ticket's Group in the assignee field of the child creation or add/modify template screens.
- Frequent approvers: Following our 3.0 release we heard you say "where are my end-user approvers?" We had moved end-users out of the initial "add approver" screen to enhance performance, but now realize that this hampered your workflow. With this version, we are introducing a new feature to allow you to specify your favorite approvers (agents or end-users). If you check the field "Check to enable filtered list of frequent approvers by tag" in Settings, you have the ability to set "frequent_approver" tag (or tag of your choice) on user profiles (end-user or agent). Only those specific users will be listed "add approver" screen and all others can be located using the approver search field. If this option is turned off, only Agents (regardless of tagging) will show on the "Add Approver" screen. Read more about frequent approvers.
- Setting to change length of time the app caches data (such as approver list). There is also a "Reload Cached Data" item in the Refresh menu.
- Sequence approvers (premium version): You now have the ability to sequence approvers on one ticket. For example, a ticket can require approver 1 to approve and then approver 2 will be automatically added; once approver 2 approves, approver 3 would be added; and so on (up to 10). This feature is not displayed in the app, it requires new triggers and targets (see "Sequence approvers on a single ticket").
- Approval/Denial keywords are now case insensitive. Previously #Approved didn't work if you had #approved in the settings. This was causing trouble for some users that didn't carefully type the approval keyword in their email response.
- Sequenced tickets update (premium version): With 3.0, we released the ability to sequence tickets. Tickets could be automatically created when another child ticket is solved or approved. However, if you created child tickets from a template set and one of those tickets had a sequenced action, it would be ignored. This was done to avoid infinitely creating duplicate tickets. Now, it will work as long as the next sequenced action is not the template set itself.
Give Us Feedback!
What can we do better for you? Myndbend Process Manager is continually improving, and we need your help to make it the best it can be. Please take a couple minutes to send us feedback via our contact form above, and we’ll put your feedback to good use!