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painstarmaximus

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Posts posted by painstarmaximus

    Adding default Priority to tickets

    in Service Manager

    Posted

    Hi guys,

     

    Thanks I have cracked it.  I did not add the Business Process to the Service Types from within Service Manager.

    Once question, what is the difference in adding the Business Process from within Service Manager to adding it in Settings (app.requests.defaultBPMProcess.incident / app.requests.defaultBPMProcess.change)?  When I assigned the Business Process to Settings only, it did not work.

    Thanks,

    Lee

    Business Process Query

    in Business Process Automation

    Posted

    Hi Trevor,

    Thanks for the reply. 

    I can see why the first was not working.  I set it as an Automated task to move the Request on the Board.  I need a manual way, so if the User moves the Request to the Testing list on the Board, it triggers the Business Process.  Does that sound feasible?

    The second issue I have attached.  I set up a simple process to change the Priority to P4, when updating the Request.  I have also added this to the settings.  It works when the ticket is raised through Service Manager, but not the Portal.

     

    Thanks

     

    doc1.docx

    Business Process Query

    in Business Process Automation

    Posted

    Hi,

    I have made some good progress on using the Business Process, but I have a couple of questions I hope you can assist with;

     

    1. I can create an Automated Task to add a Priority to a Request raised from Service Manager, but if does not seem to work when a Basic Users uses the Services Portal.

       

    2.  I have 3 stages in a Business Process, that are;

      1. Create a Change Request – this works fine

      2. Testing

      3. Deployment

    I have 2 challenges, the first is starting the Testing process.  At present, I am using an Automated Task when the Owner moves the Request to Resolved, but not happy with this.  I have looked at moving the Request on a Board, but this does not seem to work.

    The second query is feedback from a Basic User.  I would like them to approve testing on the Request before moving to Deployment.  I have tried an Automated Task on when a Request is updated, but I cannot get this to work.

     

    I hope this makes sense.  

    Thanks in advance.

    Lee   

    Adding default Priority to tickets

    in Service Manager

    Posted

    Hi James,

    Sorry for the delay in replying to this post.

    I can get this to work, but only if raised through Request Manager.  I cannot not get it to work when used through the Service Portal, where most tickets will be raised. 

    I have set this to Incident and Service, but not sure what I am missing??

    Thanks,

    Lee

    Kicking off Business Process

    in Business Process Automation

    Posted

    Hi,

    I have created a Business Process and need some more help.

    I have 3 stages;

    Create a Change Request – this works fine J

    Testing

    Deployment

    I have 2 challenges, the first is starting the Testing process.  At present, I am using an Automated Task when the Owner moves the Request to Resolved, but not happy with this.  I have looked at moving the Request on a Board, but this does not seem to work.

    The second query is feedback from a Basic User.  I would like them to approve testing on the Request before moving to Deployment.  I have tried an Automated Task on when a Request is updated, but I cannot get this to work.

    I hope this makes sense. 

    Thanks in advance.

    Lee

    Recurring Requests

    in Service Manager

    Posted

    Hi,

    I have been asked is there any way we can create a process to automatically raise a Request on a timely basis.

    For example, can a Request is raised on a quarterly basis, so that certain checks can be completed.

    Thanks,

    Lee

    Kicking off Business Process

    in Business Process Automation

    Posted

    Hi all,

    I think I am missing something really simple, but could I have some help on Business Process please.

    I am putting a simple test together to do the following;

    • Add a Priority of P4 to a Request
    • Change the Status to On Hold

    I have created a new Workflow that has 2 automated tasks.  The first adding a Priority and the second changes the status to On Hold.  I have activated this Workflow and assigned to app.requests.defaultBPMProcess.change.  I have then tried to create a new Change, but the Workflow is not kicking in.

    I understand what the Business Process can do, but I'm missing something here.

    Thanks in advance.

    Lee

    Report request data for current day

    in Service Manager

    Posted

    Hi,

    Thanks for the reply.

    I have tried measures and widgets, as I would like to display the information visually. The problem I see is I can work out the total number of open tickets at the END of the day (I have already created this), but I cannot seem to run it to show the number OPENED on a particular day, and then trend this over a number of days.

    I trust this makes sense. If there is a way of doing this, it will get around the challenge I am having.

    Thanks,

    Lee

    Report request data for current day

    in Service Manager

    Posted

    Good morning,

    I would like to create a SQL query in the Beta Reports to display the number of tickets raised or closed today.

    The only way we can see doing this is using either sysdate or currentdate on h_date_logged, but we cannot seem to get it to work.

    I know it is MSQL but could you kindly confirm if this can be done.

    Thanks,

    Lee

     

    ADMIN EDIT: Hornbill uses MariaDb, not MS SQL

    Not all requests displayed when using custom views

    in Service Manager

    Posted

    Hi James,

    Hope you had a good weekend.

    I have noticed something else (I think). When someone within MIS raises either an Incident or Change from within Service Manager, it does not appear in the CLOSED view. For example, this morning I created and closed two tickets for two different people (SR*1114 and SR*1115), neither appear in the view.

    I will keep testing but hope this helps.

    Lee

    Not all requests displayed when using custom views

    in Service Manager

    Posted

    Hi all,

    More of an issue I think. I have created a view in Request List to view all closed tickets - STATUS - IS - CLOSED

    I have run a Beat report query to look at the same information, and the number different is quite different (819 in beta reports to 573 in the Request list view).

    I have checked Roles, Users and Organisation and it all seems fine. I can also see the ticket in the Request List when I search (support - reference is SR0001053), but still no luck.

    Hope someone can help.

    Thanks,

    Lee

    Strange character in report

    in Reporting

    Posted

    Hi Trevor,

    Thanks for the reply. So somewhere along the line, it has stopped?

    So when I am reporting, using a report or widget to count number of tickets of a particular category, it reports the line twice.

    Can you advise how this may be resolved?

    Thanks,

    Lee

    Strange character in report

    in Reporting

    Posted

    Hi all,

    I have created some reports within Hornbill that include a sub category.

    What I have found is some of the values return contain a hyphen, as attached.

    It does look like t has stopped (since 11/1), but was wondering what it could be, and if I could remove them.

    Thanks in advance.

    Le

    error.doc

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