[Enhancement Suggestion - Schedule the raising of Requests at some specified future date]

Any update on when this is live please?

+1 for the calendar view

[Report creation]

17 hours ago, Steve Giller said:

@Geoff Soper Are you in the Service Manager Application section? I believe that will affect the Tables available for use in Reports.

Yes - this has fixed it - Thanks Steve

[Report creation]

Hi James - I only see 3 reports, but I get emailed my monthly reports that I need to amend, but can't see any of them - we have a lot more than 3 reports. This is all I can see and two of the reports were created yesterday.

[Customer Assets]

Is there a way of identifying a customer's assets during the progressive capture and able to select one? Thanks

[Report creation]

On attempting to create a report from h_itsm_requests - this table is no longer selectable from the drop down - which table has this been replaced with? Thanks

[A number of reports, widgets, measure and dashboards are not visible]

I cannot see reports, widgets, measures and dashboards on the Admin pages to amend that I know are there to edit them.

My role access has not changed. Any assistance would be appreciated - thanks

[h_annual_maintenance_review_date]

Hi, I am trying to tidy up some of our asset that have dates in h_annual_maintenance_review_date, but I cannot manage/see any asset types with this attribute - am I missing something? Thanks

[Customisable Assets Poll]

Thanks both - for some reason I just couldn't see them yesterday

[Customisable Assets Poll]

Hi,

I have managed to use the translations, but can't find static, u position or u height anywhere - can someone point me in the right direction? 

Thanks

[Is there any way to find out what the call abandonment rate is?]

Thanks Steve - I was looking to cover all the bases by looking at staff using our self service portal, start raising a call, but don't actually raise a call.

[Is there any way to find out what the call abandonment rate is?]

I suspect I might know what the answer is, but this question has come up in an SDI questionnaire. Thanks

[New financial asset properties to be added]

I am trying to join our procurement and finance teams up with the information stored on the CMDB and it would be really helpful if the following fields were added to the financial properties for assets.

The fields are required as part of the information we need to supply to GDS (https://www.gov.uk/government/organisations/government-digital-service)

Assurance Level

Spend Category

Contract Tiering

[h_name field in h_cmdb_assets_software is not long enough]

Any chance that this can be increased, the current limit is 64 chars?

I have a number of software applications that are over 80 chars in length when attempting to import from SNOW License Manager.

[Recording Service Outages]

I have a number of issues around the current implementation of Services.

This may be partly due to how we have set the portal up, with just 5 icons available for our internal customers - 1. What's not working, 2. Request Something, 3. People, 4. Information and Advice and 5. Security, but not wholly.

1. Whilst enhancing our progressive capture there is no way to assign a service (that is recorded in the Service Portfolio) to the call

2. You can however link a service manually. Custom fields have been added to our incident process to record start, end and total outage of the service - but there is no functionality to associate this outage to a linked service

3. Service outages can be recorded in the Service Portfolio when you change the status to unavailable or impact, but there is no way to add missed outages or incorrectly recorded outages.

Solutions to all 3 issues would be appreciated as service availability reporting is essential to any ITSM function.

[Hornbill Integrations]

We have a number of measures and widgets that have to be updated routinely when staff leave or move to different teams within IT. 

 

If a column could be added called h_createdby_teamname this would make a lot of measures/widgets easier to maintain and less admin when we have any staff changes.

 

Existing:

 

h_requesttype IN ('Incident')
AND h_createdby IN ('AVAUG', 'TJACK', 'REDWA', 'ASALV', 'ROSMO', 'AHOLL')

 

Proposed:

 

h_requesttype IN ('Incident')
AND h_createdby_teamname IN ('Service Desk')

[Resolve by dates not calculating as expected]

@Victor any progress with this issue? thanks

[Resolve by dates not calculating as expected]

@Victor any progress with this issue? thanks

[Service Manager Update 1383 - Analysts unable to search]

[Service Manager Update 1383 - Analysts unable to search]

[Service Manager Update 1383 - Analysts unable to search]

Following the update yesterday we are still unable to carry out global searches and link calls. 

[Resolve by dates not calculating as expected]

Hi Victor - any progress on this? Thanks

[Resolve by dates not calculating as expected]

That's fine, thank you both for the analysis - I never make any changes on a Friday :-) 

[Resolve by dates not calculating as expected]

Dave,

It is the latter. See BPM workflow below - to me it looks as though everything is logically in the right place, but it I need to move the Start Resolve Timer to later in the flow - thanks

[Resolve by dates not calculating as expected]

Dave,

This is an example of one of the rules - my team didn't create any of the rules - this was part of the implementation provided by Hornbill.

Thanks

Geoff

 

[Resolve by dates not calculating as expected]

Dave,

The priority is not set via the BPM process - this is a manual step along with category and assigning the call - when these 3 steps have been completed the response target is set and the the resolve time is calculated, which is where our issue is.

Thanks

Geoff