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chrisnutt

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Posts posted by chrisnutt

    Utilities date formatter time zone issue

    in Service Manager

    Posted

    Hi,

    I am trying to include the scheduled start time of a change in an email template. I can't find this in the list of available variables so have updated my business process to take the scheduled start time from a get request details, use the date formatter utility to convert it to how I want it to display and then put that in a custom field which I will use in the template. I am using a TEXT custom field as all the VARCHAR ones are in use. I am, however, getting the wrong time in the email. It is showing one hour earlier than it should, after I added timezone to check if that was the issue this is what I see:

    08-06-2020 08:00 GMT Daylight Time

    For the avoidance of doubt, the scheduled start time is 0900, not 0800.

    I really do not want to mess with the time zone settings as I have read in another post that BST applies automatically, but you just leave it as GMT. Why is this time incorrect? How can I correct it without messing with system timezone settings?

    Thanks

    Chris

    Custom field queries

    in Service Manager

    Posted

    31 minutes ago, Victor said:

    @chrisnutt proposed start time is change request specific field, it won't be stored in the main requests table. Therefore it won't be available in the email template variable picker. I would say as a workaround to copy this value into a custom field on request and use that in the template.

    Hi @Victor, I understand, and I have done that workaround.

    However my main issue, really, is that page is extremely misleading at best. I would actually say that it is wrong, because it does not mention any other tables for these values. Therefore I have continued with the complete wrong notion. Luckily, there is a workaround this time but it really worries me that the source of truth I go to is actually inaccurate.

    Chris

    Custom field queries

    in Service Manager

    Posted

    Hi @Victor, I've just come to update my email templates after building my new process and I want to add the answer to the question "Proposed Start Time" asked in my progressive capture, to a template. On the progressive capture, I am using "h_proposed_start_time".Once again, based on https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms I thought it would be available for email templates because of this line:

    "The way the data is stored in the table h_itsm_questions does not offer us much flexibility when it comes to reporting and also means is not accessible via the email template variable picker. The exercise of field mapping ensures the data is written to h_itsm_requests (the main request table) which means it is readily available."

    This is the same line that I thought was misleading before. Has it misled me again because I cannot see "proposed start time" in the email template variable picker.

    Chris

    Copy request details form to another service

    in Service Manager

    Posted

    @Victor, if it helps, I made a video of the issue. I was making the changes to one of the services. It took me 25 minutes. Don't worry, you don't have to sit through all that. I've cut it to adding the last field, then I scroll through so you can see the fields. I apply changes, and then go back in. You can see things have moved. This has happened on each service I have done this on so far and adds another 20-30 minutes for each one to try and get them to stay where they should be.

    Thanks

    Chris

    Copy request details form to another service

    in Service Manager

    Posted

    1 minute ago, Alberto M said:

    @chrisnutt, no, that didn't happened to me, although sometimes it seemed that the "apply changes" didn't applied it but, as I was already at the end of a two days task on doing the same repetitive thing in +80 new request sub type catalog items, I just thought the problem was me, already desperate to finish that task. I have, however the feeling that what you described happened to me once or twice, but it could be me almost hallucinating ;)

     

    Hallucinations would be quite welcome!

    Disable dual Raise New button functionality

    in Service Manager

    Posted

    22 minutes ago, chrisnutt said:

    Thanks @Steven Boardman

    I see. I understand.

    Unfortunately, I was hoping to have the drop-down only and do away with going into the one progressive capture and switching around from there. That's where the problems I come across occur. Having one progressive capture per type, associated with that type in the drop down works well.

    If that is not possible, then, I will review the existing progressive captures

    Thanks

    Chris

    Actually, I take this back. I have just made a quick change on each default progressive capture as per Bob in this other thread: 

    Seems to work. Guess I was over-thinking it!

    Chris

     

    Disable dual Raise New button functionality

    in Service Manager

    Posted

    Thanks @Steven Boardman

    I see. I understand.

    Unfortunately, I was hoping to have the drop-down only and do away with going into the one progressive capture and switching around from there. That's where the problems I come across occur. Having one progressive capture per type, associated with that type in the drop down works well.

    If that is not possible, then, I will review the existing progressive captures

    Thanks

    Chris

    "Raise New" problems

    in Service Manager

    Posted

    2 minutes ago, Bob Dickinson said:

    Hi @chrisnutt

    Did you have any luck with fixing this?

    Kind Regards

    Bob

    Hi Bob,

    Yes. Put it on today, coincidentally. It works, but I have an issue still with the raise new button (as opposed to drop-down). That launches a select request type node - which we recently put in place to simplify things. However, because that directs to progressive captures depending on the choice (the same ones associated with the drop down request types) it still doesn't work there as that first switch takes precedence.

    As I'm leaving my role, I've been undertaking a program of tidying up and simplification. To try and resolve this now will introduce more complexity and I have precious little time. Hence 

     

    Disable dual Raise New button functionality

    in Service Manager

    Posted

    Hi,

    I was wondering if it is possible to stop the "Raise New" button having two functions and limit it to just the drop-down?

    I.E. you click the button or the drop-down arrow and get the drop-down menu in either case

    The reason is because I am finding it extremely difficult to keep on top of it and make the functionality the same in either case. There's always something that is slightly different. At least that has been my experience. I'd much rather just simplify the whole thing and make it behave one way.

    Thanks

    Chris

    Custom field queries

    in Service Manager

    Posted

    2 minutes ago, Victor said:

     

    @chrisnutt not all this data is held in the main requests table, some data is stored in the extended tables... custom 31 to 40 are stored in h_sm_requests_extended table while h_backout_plan (and other related change request specific fields) are stored in h_itsm_changerequests table.

    Thanks @Victor

    Please can you arrange for https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms to be updated to reflect that as it currently states, quite clearly:

    "The exercise of field mapping ensures the data is written to h_itsm_requests (the main request table) which means it is readily available."

    4 minutes ago, Victor said:

    I don't think you can map a request custom field to a task custom field. Afaik, this "mapping" is only available in PCF.

    Can you check on this because in https://wiki.hornbill.com/index.php/Capture_Task_Fields it says "Field Properties - Provide a title for the field, add a custom field id or leave as standard and add placeholder text if needed" which to me clearly indicates a custom field could be used.

    Thanks

    Chris

    Custom field queries

    in Service Manager

    Posted

    On 5/22/2020 at 12:57 PM, chrisnutt said:

    Firstly, according to https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms I should have fields h_custom_31 to h_custom_40 available for use. However, in database direct they are not showing on the h_itsm_requests table. My custom fields seem to stop at h_custom_30. Why could this be? We are fully up to date with releases.

    Hi,

    Just to add to the above that all the change related fields like h_backout_plan are also missing.

    Quote

    Secondly, I am trying to use Capture Task Fields in an activity. I assumed that I would be using the custom fields from the above link here. However, I used h_custom_30 in an activity and, using radio buttons, put the value of 1 in it. Or so I thought. In database direct, h_custom_30 is blank in h_itsm_requests when looking at the request. Am I missing something? Unfortunately, I cannot see anything to explain this in https://wiki.hornbill.com/index.php/Capture_Task_Fields except that I don't seem to have the option experimental.feature.bpm.allowcustomtaskfields in my instance. Is that normal?

    I have put in a workaround here to take the info from the activity and use an "Update Request -> Custom Fields" node to get the data in so I much less concerned about this.

    My main worry is my first point. I have less than two weeks to get this finished, tested, documented and launched (hard deadline due to my leaving the organisation) so would really appreciate an update today if possible.

    Many thanks

    Chris

    Custom field queries

    in Service Manager

    Posted

    Hi,

    I have a few questions regarding custom fields that I can't find answers to on the wiki. Any help would be greatly appreciated!

    Firstly, according to https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms I should have fields h_custom_31 to h_custom_40 available for use. However, in database direct they are not showing on the h_itsm_requests table. My custom fields seem to stop at h_custom_30. Why could this be? We are fully up to date with releases.

    Secondly, I am trying to use Capture Task Fields in an activity. I assumed that I would be using the custom fields from the above link here. However, I used h_custom_30 in an activity and, using radio buttons, put the value of 1 in it. Or so I thought. In database direct, h_custom_30 is blank in h_itsm_requests when looking at the request. Am I missing something? Unfortunately, I cannot see anything to explain this in https://wiki.hornbill.com/index.php/Capture_Task_Fields except that I don't seem to have the option experimental.feature.bpm.allowcustomtaskfields in my instance. Is that normal?

    Finally, while troubleshooting this, I stumbled across the setting guest.itsm.progressiveCapture.overwriteCustomFieldValue which was disabled. The description says "A Custom Field (e.g. h_custom_a) could be mapped to a Field in more than one Customised Form. When disabled, overwritten values will not be considered and hence the 1st value is assigned to the Request's Custom Field." Am I right in thinking that if this is off then I won't be able to amend the data in custom fields via the request details form once a request is logged? I.E. In the progressive capture I answer "Yes" but once it is logged, I want to change it to "No".

    Any guidance on these questions is very welcome!

    Thanks

    Chris

    Add to Board Manager by BPM

    in Board Manager

    Posted

    On 11/27/2018 at 6:03 PM, James Ainsworth said:

    There is also documentation on the Board Manager BPM Operations here.

     

    Hi @James Ainsworth, just thought it would be worth feeding back on the documentation as I'm trying to integrate Board Manager into some processes I'm building. The documentation was useful, but only up to a certain point. I found it hard to extract exactly how I'd use it to do what I want from that wiki page. What @Ehsan has written in the other thread linked above was exactly the little bit that I needed that I think was lacking from the documentation. Maybe it is there on the wiki and I missed it, but the explanation and screenshots in the other thread were brilliantly clear.

    Chris

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