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chriscorcoran

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Posts posted by chriscorcoran

    Report which includes all the audit trail actions

    in Service Manager

    Posted

    I have a report that shows me all calls for a paritcvular service with a few columns like date created, summary etc. I'm doing some trend analyis in power bi on keywords and could do with the whole of the audit trail for calls. Is there a way to add the audit trail to a report? I guess it would make export massive, maybe removing system updates? I know I can print the content of each call indivdually but I'm looking to pull the data in all at once.

    any thoughts?

    SLA Response

    in Service Manager

    Posted

    Many thanks for the suggestion @Michael Sharp  @VictorI have attempted to lock down the actions which does grey them out but I can still click on them and fill complete them. Do you know what I need to change in order to stop people bypassing. So in my test, i'm locking all actions apart from email. You can see I can still click on the resolution. 

    image.png.a89a7810409642415f59ced254977096.png

     

    image.png.58707ee9556c477359d049104e05cf09.png

    SLA Response

    in Service Manager

    Posted

    In our business process we set our response SLA to be met once its been assigned to an analyst and they complete the updated customer activity. People always forget to complete the activity  or fail to assign it but do contact the customer, which means analysts often miss the response SLA. Is there a way to make it so that the first email sent externally to the customer would trigger the SLA response met? Or can someone suggest a better way, or what they do for response SLA.

    Invalid Dates

    in Service Manager

    Posted

    @Victor so below was the original text which was copied and pasted into the update action on the call, done manually 

    [20190331-221105.582] RII_01                   High 0000000400000001 StateController-Interlocking [06] Invalid 17503 message received while in CONNECTED state

    [20190331-221105.582] RII_01                   High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED state

    [20190331-221105.673] RII_01                   High 0000000400000001 StateController-Interlocking [07] Invalid 17503 message received while in CONNECTED state

    [20190331-221106.490] RII_01                   High 0000000400000001 StateController-Interlocking [01] Invalid 17503 message received while in CONNECTED state

    [20190331-221106.580] RII_01                   High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state

    [20190331-221106.580] RII_01                   High 0000000400000001 StateController-Interlocking [03] Invalid TED state

    [20190331-221103.399] RII_01                   High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state

    [20190331-221103.399] RII_01                   High 0000000400000001 StateController-Interlocking [03] Invalid 17503 message received while in CONNECTED state

    [20190331-221103.490] RII_01                   High 0000000400000001 StateController-Interlocking [04] Invalid 17503 message received while in CONNECTED state

    [20190331-221103.490] RII_01                   High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED state

    [20190331-221103.581] RII_01                   High 0000000400000001 StateController-Interlocking [05] Invalid 17503 message received while in CONNECTED state

    Invalid Dates

    in Service Manager

    Posted

    If a date is posted in to an update of a call and its pasted in the format [square brackets] it will change the date to invalid date, see example below. The workaround I guys is to add it in as a txt\doc document.

    invalid Date RII_01 High 0000000400000001 StateController-Interlocking [06] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [08] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [07] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [01] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid TED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [02] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [03] Invalid 17503 message received while in CONNECTED state
    Invalid Date RII_01 High 0000000400000001 StateController-Interlocking [04] Invalid 17503 message received while in CONNECTED state

    Reversing an expired activity

    in Service Manager

    Posted

    @James Ainsworth thanks that is a big help, I manged to remove the expiry from the task, I tried to refresh but I still get expired tasks and the error., below, any thoughts?

     

    decision ("e1204a1c-1761-d76b-530f-ddbf1587d6fb"/"decision-aa63401a-62bf-4512-2393-adf99ea65d11") execute: at 1/51: "Uncaught Global::GetApprovalResult: unable to find node: "autoApproval-671b8aa5"" (function(){ var outcome=false;var res = functions.getApprovalResult(global["currentStage"],"autoApproval-671b8aa5"); global["outputParams"]["tmp"]=res["result"];if(res["result"]==1) {outcome = "approved";}else if(res["result"]==2) {outcome = "expired";}else if(res["result"]==3) {outcome = "tentative";}else if(res["result"]==0) {outcome = "rejected";} global["outputParams"]["res"]=outcome;" ---------------------------------------- (function(){ var outcome=false;var res = functions.getApprovalResult(global["currentStage"],"autoApproval-671b8aa5"); global["outputParams"]["tmp"]=res["result"];if(res["result"]==1) {outcome = "approved";}else if(res["result"]==2) {outcome = "expired";}else if(res["result"]==3) {outcome = "tentative";}else if(res["result"]==0) {outcome = "rejected";} global["outputParams"]["res"]=outcome; return [(outcome== "expired") == true,(outcome== "tentative") == true]; })()

    SLA Escalation Actions

    in Service Manager

    Posted

    I use the SLA escalation, and add calls about to breach resolution and resolve to boards. Is it possible to have calls automatically removed from boards where the call has been resolved or closed? At present the team manually remove calls once the have been resolved and closed which is fine if we have a few but if we have a lot it gets a bit hard to manage.

     image.png.502189cc3034a253ace575e585abe906.png

    Change Management

    in Service Manager

    Posted

    On 11/8/2017 at 12:07 PM, Steven Boardman said:

    @chriscorcoran I am sure some of the other forum users will share their production change processes to give you a starter for ten, but just to add to that, there are a number of example change processes on the sandbox instance  which showcase different features and functions available in Hornbill for Change Control which you are free to view , download and then upload the definitions of and see if they help or give you some ideas.

    You can access the Sandbox instance as follows:  admin.hornbill.com/demo user: grahamc password: H0rnbill

    Just do a search for: Change and you'll see a number of examples to look at

    image.png

    These processes and i am sure those shared by other customers will reference teams, email templates, boards, sub-statuses etc which would not exist on your instance so do check through the various nodes and make any necessary changes when looking at these processes.

    Hope this helps

    Steve

    @Steven Boardman Hi Steve, does this sandbox still work? I couldn't get in with the password. It was OK the other day.

     

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