derekgreen

Hi Nadeem - thanks for the reply! That's nice and easy.

Hi - we have a new team member starting next week, she will be working on a part time basis - Wednesday afternoon and all day on Thursday and Friday. I would like to sign her up for the webinars that Hornbill host to give her an overview of the service desk, can someone contact me with details, bearing in mind that she won't be working full time. Thanks.

Hi. I'm concerned that a couple of colleagues here are able to assign calls, this role should be restricted to myself and one other member of the team. I have included a screen shot of their roles, which one should I remove to stop this happening? Thanks!

Hi Victor - we are still experiencing the problem I described above. Still not a big issue but a couple of colleagues are asking me when it will be fixed,. Any ideas? Cheers, and at least it's Friday!

Thanks Victor, I'm sure it will be sorted out soon. Only an inconvenience at worst, we can still deal with calls.

Hi Chaz - thanks for the speedy reply.Can't see that on any of our current calls, but I'll check it out on the next new call to arrive, I'm sure it won't be long.

Not sure when this issue started as I was off yesterday, but certainly all was well last Friday. What is happening is that until today, when I opened a newly raised call in Service Desk, there was an immediate drop down assigning the call to the service desk team, with the field below to allow me to allocate the call to a team member. Once this was done, the bpm would move on to allow me to prioritize the call. None of this is happening now, I am having to use the buttons above the call details to assign and set the call priority.

Hi Victor - great stuff, thanks! I'll remove the admin user from the team, no need for it to be there.

That's fine, Victor. Doesn't stop anyone from logging or dealing with calls, just a bit annoying for me!

Victor - just noticed that if I log a call personally I only get one notification email, it's when anyone else logs one that I get a double. Curious!

It's probably something I've set up in error - I'm the only team member this happens to!

Thanks Victor!

Hi Victor - all of them! Have attached a snip from my inbox, two calls that came in earlier today. Thanks.

Hi. I am being plagued by notification emails whenever a call is raised on the Service Desk - don't mind receiving one email but I'm getting two from every call raised. Any ideas gratefully received.

Ehsan - thanks very much, I'd never even been aware of that icon until now! BPM has progressed to completion, thanks again.

Thanks to both of you for the advice - much appreciated. Is there a way of restarting a stalled process?

HI all. Our change request BPM is throwing the error attached when a colleague attempts to progress calls, the process was fine until now. Any ideas?

Hi Steven - thanks for the response! Have done as you suggested, worked a treat. Thanks again!

Hi All - is there any way of deleting entries from our change calendar? We have been raising a few test changes and I'd like to clear them from the calendar to avoid confusion now that we're ready to go 'live'. Thanks.

Hello. I was wondering if anyone out there has used the conf.json file to upload assets from an application called Lumension, it's what we use for Endpoint Management. Thanks.

Hello. I have a change bpm for internal ICT use in regard to the steps necessary to build a pc for use on our network. One of the last items on the workflow is to ensure that the analyst records details of the pc on our asset spreadsheet, is there a way of inserting a hyperlink or network path into the bpm to direct the analyst to the spreadsheet?

Nadeem - thanks for the prompt reply! Took the update and all is well. Regards.

Hi All - I am getting the attached error message when I'm trying to change the status of a new service from Pipeline to Catalog, never happened before. Any ideas? Thanks!

I think I may have answered my own question ( for once!). If I reduce the weighting on each approver to 50%, I think that this will require at least one of the others to approve the change. I'll give this a try.

Hi all. We have a change process that I need to amend so I'm seeking advice. At the moment, all members of the change board have the right to approve or reject requests. What I've been told is that we don't want the person who raised the request to be able to approve it, but to still be able to approve requests raised by other members. As per the snip attached, there are currently three colleagues who can approve a change, but I don't really want them to approve their own requests. Might this be related to the 100% they have?