chrisnutt

Hi @Victor, Is there any news about the action focus issue. Some people are getting confused here because I have locked actions that shouldn't be used, but it is not focusing on the right one. See screenshot for example on ref IN00069128. The process should place the action focus on prioritise/escalate Chris

Hi @James Ainsworth just an update. I am constantly (daily) told about how people are unable to find anything via searching now. Advising people to use the advanced search features is fine for those technically minded, however, a number of people using our system are not so inclined and that number is likely to increase in future. The argument being made to me is that it is not intuitive and that requiring to read instructions in order to search is not a good user experience for what should be a straightforward, everyday activity (please don't shoot the messenger)

No need, thanks @Victor

Yes, IT Standard. I think it was IN00068813 but I wouldn't worry too much about it now. It was working when I checked so I probably did something else differently and didn't realise.

That's what I thought, but I found I was getting an error when the response timer stopped and the fix timer was started. Today I tried (what I thought was) the same thing again but didn't move it to the top and it works. That's the only thing I did differently today. That I am conscious of, at least!

@Victor I've tried this again and it seems to work. I'll monitor in the long term I think the issue was that, for some reason, I was moving the rule to the top of the list instead of leaving it at the bottom! Why I did that, who knows? Chris

Thanks @Victor I tried this earlier today but I ran into problems. I'm not convinced that I haven't caused them though! I will let you know when I have double checked and tried again. Chris

Hi @Victor Please check IN00068738 when you look at this. I have cancelled the earlier one. One other thing I notice is that the correct action is not in focus at the suspend node. I have the "Wait for priority" node set the focus to "prioritise", but nothing is selected. The same thing happens at the "wait for assignment" node with the assignment action. Thanks in advance.

Thanks @Victor

@Victor is there any further update now?

Hi All, The issue is still happening here. Just got the same errors reported above again. Happening to all users. Has been on and off for 50 to 55 minutes now. First reported to me at 1345 if it helps. Chris

Yep, I understand!

@Victor , Just to get back to the original topic. Can you take a look at IN00068707 in my instance? I've moved the already existing "Get priority' (Get Request details) node earlier in this process, before an update Service Level node and it is still not including a Response time on the new request. Have I misunderstood or done something wrong? Also, our instance is now running extremely slowly. Could this be because I have added a "Get request details" node on several processes? Thanks Chris

Something just occurred to me while I was going through all these processes updating them with the get request details node. I have no idea if it would be possible for you to develop, but it would be great if we could have re-usable 'functions' in Business Processes (just like in many programming languages). At the moment, we can group things to tidy up the screen. If the functionality could be added to insert these groupings as functions in other processes it would be very useful. I might be suggesting too much, but I thought I'd put it out there!

I forever seem to have to be putting "Get Request Details" in places. It would seem to my mind, that if a node might require details that have been updated it could be something that is switched on by the administrator when they place that node. As you say, only on certain nodes. Certainly wouldn't suggest it happening all the time every time. With proper documentation, it would be much easier to build a process.

Thank you @Victor that makes sense now. Are there any plans to integrate the 'get request details' into the nodes that require it? I only ask because, as I'm sure you know, these processes can get quite busy quite quickly! It would be greatly beneficial to reduce the number of nodes (and the number of mistakes caused by forgetfulness or inexperience) by integrating the 'get request details' into the node that requires those details. Thanks again. Chris

Hi @Victor, Thank you for the response but I am afraid you are mistaken. The request screenshot is from IN00068520 which is associated with the IT Software service and catalog item Software Fault. The process for this is IT Service Desk Incident Self Service Process. Updated screenshots attached. IN00068590 is currently awaiting the actions required to meet the response I hope this is clearer. Thanks Chris

Hi All, Is there any criteria that must be met in order to have the response timer work correctly? I have an incident that has a service level looks like the first attachment. It has a business process like the second attachment. As you can see there is a response timer initialise node, however, the Service Level does not reflect that. The process has moved onto the second stage and has started the resolve timer. The service is associated with an SLA which has target response SLA times set. See third attachment. Any ideas? Is it because the priority gets chosen after the response timer is started? I thought the Service Level node would set the response target accordingly. Thanks in advance Chris

Thank you @Bob Dickinson

Thanks @Gerry Will the reports still be exportable to CSV? Chris

Hi All, I am trying to create some reports and some widgets that will return details about the previous calendar month. In Supportworks I would do something like: DateField > startoflastmonth AND DateField < endoflastmonth I'm trying to find any documentation about if there is something similar in Service Manager reports and widgets but am so far coming up short. Is this because that functionality no longer exists? Thanks Chris

That would be fantastic!

Hi @Steven Boardman I know you last posted only a few weeks ago but I am really hoping to hear an update on this soon. Tomorrow marks the end of our first month with this tool in production and I will be preparing reports for our Senior IT Managers and Business Directors for the first time with this system. The lack of scheduled reporting is going to seriously hamper me when it comes to this and I am not looking forward to explaining that the shiny new tool has less functionality than the tool we just got rid of in this regard. Just as an example, in Supportworks I received a scheduled report at the same time every day telling me the total number of active requests in the system. Once a week, I'd record this and then trend it once a month. Very simple. If I wasn't here or I forgot to do it one day, no problem, all the records were in my inbox. I could, if asked, get very granular with the data very quickly because it was consistently run at the same time of day and always gave me the same info. Right now, I can't do this. I tried to set up a measure, but couldn't get it to work presumably because it's not designed to capture active information in that way. I haven't been able to record it at the same time every day because stuff happens. This means, for the first time, I won't have an ongoing week by week trend this month. (Any suggestions how I can achieve this, simply, without a scheduled report are welcome) Additionally, I expect I will very soon start hearing from department heads who are interested in their lack of regular reports of requests. Thanks Chris

Thanks @Victor I was hoping it would be something like that! Chris

Hi All, I was creating a role earlier and noticed a Service Desk and Self-Service Application right called restartBPMprocess. I am unable to find anything on exactly what it does. Can someone explain? Thanks