[Making Customers Inactive]

looks ok to me,   but then I  don't know anything about your AD structure , so can't be sure .

you can run the command with dryrun=True    to give it  a test run  and check the log file  if it what you want .

 

Thanks

 

Ralf

[Rich Text content for request timeline entries]

can I jump on this one two :

i our case the email update  DOES NOT  separate the attachment , we have email updates that conatin  .docx documents for example that are only visible if we go into view email , they do not show up under the attachment section.

Thanks

Ralf

 

[Views on cancelled calls]

Hi,

just upgraded service manager to ver 2.29.5 .

Logged out of live and back in , created view on cancelled calls .

 

the view doesn't display anything , even when  I just cancelled some calls ?

 

Thanks

 

Ralf

 

 

 

 

[Reporting on Age of calls]

Hi Bob,

these are great , thank you very much . Do you know of a way of sharing "My Dashboard" views ,i.e.   export/import  ??

so they I don't have to recreate them on multiple accounts ?

Thanks

Ralf

 

[Email Routing Rules]

did you use the  Mailbox action ? , looks like you used Flowcode !

mine looks like this

 

Thanks

Ralf

 

[Reporting on Age of calls]

Hi Bob,

 

Thanks for the info , replied in the link you provided .

ideally we would like to have them grouped by  team and be able to drill down into the tickets .

 

select 30,60,90 days

Bar chart direction Horizontal

stack Multi  NO

Team  on the Y- axis  , No of calls on the X - axis

then  colour the bar into green amber red

 

similar to this :

 

 

 

 

 

 

[Calls open over x days]

Hi Bob,

thanks for the reply , that will get us started , is there a way to add a drill down to the requests ?

Thanks

Ralf

[Auto refresh request list]

Not sure if anybody asked for this before ?

Can we have an auto-refresh on the request list screen please ?

 

Thanks

Ralf

 

 

[Reporting on Age of calls]

Hi Matt,

thanks for the script , I'll  see if i can find the relevant Service manager variables

 

Ralf

 

[suggestion - 'log-to-me' button on the analyst assignment screen]

still waiting for it

 

[Reporting on Age of calls]

Hi Kelvin,

no updates  ....    reporting  forum must be the least active one I think !

Ralf

[Embedded images in emails]

 

+ 1  as reported here

 

[Attachments on inbound emails]

Hi Victor,

 

we have the case where the auto email rules updated a  ticket with an incomming email , attachments have not been added to the ticket and are only visible when i open the email .

 

Thanks

 

Ralf

 

 

 

[Widget with all Values toggled off]

I have a Widget which displays a lot of data , basically it display  all calls closed by month by analyst.  So it’s a bit messy. I don’t want to stack the analyst individual data, as a side-by-side display is better for comparison.   I know that you can toggle data off/on if you select them in the “Legend”.

My Question can you start the Widget with all values toggled off, so I can select which data I want to look at, rather than having  to select everyone I don’t want to look at

[Closing a ticket without sending email]

Hi James,

that will work for us !

Thanks

Ralf

[Closing a ticket without sending email]

+1 from me

We often have the need to send an attachement  when we resolve the call. So at the moment  the user gets 2 email , one "manual" email  with the attachment and another from the BPM process informing that  his ticket has been resolved .

 

Thanks

Ralf

 

[Reporting on Age of calls]

Hi,

Numbers of calls is fine , ideally I would like to use drill-down if possible.

Yes from when the call was opened, not too fussed about weekends.

No its actually Service Manager, but if you have a support works report xml  i might be able to use the sql from it   :-)

 

Thanks for replying

Ralf   

[Reporting on Age of calls]

Hi,

I was wondering if anybody has come up with a  measure/report   to will report on aged calls , grouping by "10 days", "20 days","30 days" , ">30days".

with or without drill down ?

 

Thanks

 

Ralf

 

 

 

 

 

[expanding "logging source" options]

Hi James,

we have used these in support works :

Email

Email direct to Analyst

Escalation

Event

Phoned Analyst directly

Scheduled Task

SelfService

Task List

Telephone

Walk-up

i have included the report export from Support works .

i made the Origin field mandatory on the entry form, calls created through selfservice and email would set the field automatically.

 

 

Thanks

Ralf

 

 

 

Calls by Origin and who logged them.xml

[HB How did you do this ? Create a measure without filling in all mandatory fields]

Hi,

one of the default measures that our system came with is the  "No of Active Incidents - Monthly"   .

i tried to  change it to report on  ALL open calls (i.e remove the request type condition)  , but somehow you were able to create this measure without filling in all mandatory fields  and it fails to save .

the  "Date ranging column" is mandetory but empty.

How did you do that ?

 

Thanks

Ralf

 

 

 

[expanding "logging source" options]

Hi,

is it possible to update the h_source_type  field  via a human task in the Business process or editing in  the request details or ....  ?

in Support works we were able to update the origin field and we got used to using a much more detailed list then just  "Analyst,Email,Request,Self Service"

We are required to run reports/widget against this information .

I though of putting it into the progessive capture flow and map it to one of the custom fields and use that for reporting , but I only want this to be required when the Analayst created the request not the customer ( as that should default to "self service" )  .  Ideally i would want to report on only one "source" field.

 

Thanks

Ralf

 

 

 

 

[Change calendar]

Hi Steve, i just worked out the issue why it didn't invoke  the Business process  :

the default progressive capture  "New Change"   didn't have a "select service" form , as soon as I added the form to the PC the process is invoked .

Now when i complete the change request it stays on the calendar.

Not too sure why it didn't do that when no business process was invoked ??

 

Thanks

 

Ralf

 

 

 

 

 

 

 

[Change calendar]

Hi Steve,

we don't have a particular BPM set-up for changes , we basically using it just to create a record of the change .

as such  no service has been defined and the app.itsm.defaultBPMProcess.change is set to EXAMPLE Hornbill Change process.

i will change that in the future , but for the moment the only way for me to create the change request is to select the drop down option under <RaiseNew>.

it doesn't look like it is  following the example Hornbill Change process as no Tasks are being created on the ticket  ?

i will create a catalog item under one of  our services and see what happens, but i thought that the default setting would have kicked in?

Thanks

 

Ralf

 

 

 

 

 

 

 

[Change calendar]

Hi,

how can i keep resolved change requests  on the change calendar ?

I find it benificial to see all the changes on the calendar as a quick reference when looking for source of issues , the seem to be removed as soon as I resolve them .

 

Thanks

Ralf

 

 

[Request List: Filters not filtering properly]

don't know if this relates but we had issues with  visibility accross multiple Teams if you are not part of it  , somehow this was possible in the old supportworks , we   use the BPM provess to add our supervisiors as Members to the request to overcome this .  

maybe somebody has got a better idea ?

 

Thanks

Ralf