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chrisnutt

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Posts posted by chrisnutt

    Bulk update Customer Feedback questions?

    in Service Manager

    Posted

    Hi all,

    I am about to embark on the onerous task of putting the same customer feedback questions on each service we have. I really like the flexibility that being able to set specific questions on each service and each request type.

    However, this is the first time we're enabling any kind of customer feedback (not before time IMO) so to start with we're keeping things simple and straightforward so as to not cause culture shock for our end users, and each service will have the same 5 questions for now.

    Is there a way to do this in bulk? I've had a look and can't see anything obvious.

    Thanks in advance.

    Chris

    Log problem in Business Process

    in Service Manager

    Posted

    Hi all,

    I was looking at some of our internal processes recently and was trying to find ways to improve and automate using Hornbill. I was very excited to see Entity -> Requests -> Log Request as this seemed to answer an issue we're having with linking our Major Incident and Problem Management processes but sadly, there is no log new problem task, only incident and Service Request.

    Is there any reason why problem and known errors were omitted? Are there any plans to introduce them?

    Thanks

    Chris

    Team assignment emails

    in Service Manager

    Posted

    Hi James,

    Yes, I confirm that the requests in question don't have an owner, just a team. They don't generate the email.

    As an example, almost all requests raised via the portal assign themselves to the Service Desk team, of which I am a member, but don't get an owner. We have been doing UAT testing recently and many calls are being logged through the portal and end up at the Service Desk without an owner. I haven't seen any emails.

    I enabled this setting about 1 and a half to 2 weeks ago

    Chris

     

    Team assignment emails

    in Service Manager

    Posted

    Hi everyone,

    I've been asked by our Head of IT to turn on email notifications to Teams when a request is assigned to that team. The reason being, quite a few of our teams are rarely in the tool.

    I found the thread below after attempting this through a BusPro and turned on the guest.app.requests.notification.notificationType.assignmentTeam setting, using "both" as per the attached. However, it doesn't seem to work. Other emails are working fine. Is there something else that needs enabling?

     

    Thanks

    Chris

    teamassignment.PNG

    Using the Customer Portal

    in Service Manager

    Posted

    Hi All,

    I am also having this issue. The services show on the service portal but when I subscribe a test contact or organisation that I just created with that same test contact added it doesn't show when I log that test user into the customer portal.

    Portal Visibility is enabled. Customer and organisation were created in the above location. Portal access granted to the test contact in the Admin console.

    If anything was discovered last week I'd be interested to know!

    Thanks

    Chris

    Progressive Capture Field Description

    in Service Manager

    Posted

    Hi James,

    Sorry, there was another paragraph underneath where I see "See attached" that explains what the issue is. No idea why it has disappeared here! I was reading it for errors as I hovered over the submit button so am 100% sure it was there!

    Basically, the edit button doesn't work. Nothing happens. Nothing pops up. No error. I just keep clicking away.

    Chris

    GDPR and Service Portal Screenshots

    in Service Manager

    Posted

    The screenshot thing is being welcomed on one hand because our membership department has been crying out for something like this, but at the same time, it does present this problem and gives pause for thought. As you point out, you'd have the same problem with email - would you believe me if I told you I'm pestering Microsoft too? ;) 

    Regardless of intention, the policy makers are going to create something that will cause us all headaches and the costs of getting this wrong will be crippling (to us at least), so err on the side of caution is what I (and my bosses) say! It may be that a policy will be required for all those involved in personal data, that covers email and the Service Portal.

    From what you say, I am inferring that it is not something that is currently possible but could be. Is that a correct inference? If so, will it be done?

    Thanks

    User Manager Mapping not working

    in Service Manager

    Posted

    Hi Conor,

    I've done as you suggested - although I used a different field as the attrib fields are limited to 64 characters and the result is longer - and the value is as it should be (i.e. me!):

    CN=CNutt,OU=IT,OU=XXXXXX,OU=XXXXXX,DC=XXXXXX,DC=XXXXXX,DC=XXXXXX,DC=XXXXXX

    Chris

    GDPR and Service Portal Screenshots

    in Service Manager

    Posted

    Hi All,

    I've just been demonstrating the system to the Head of our CRM department and he raised a very good (if not interesting) question regarding screenshots being pasted/attached to requests in the Service Portal.

    With GDPR not far away, there is a possibility of data being added to requests in the form of screenshots. I was asked, is it possible to restrict this feature on certain Services and/or Catalog items to avoid this being an issue?

    Hope this has been clear.

    Thanks in advance!

    Chris

    User Manager Mapping not working

    in Service Manager

    Posted

    Hi Conor,

    Thanks for the reply. I've just changed GetIDFromName to false as you're right and it is my username in the start of the DSN.

    It still doesn't seem to work though, unfortunately.

    I've run the regular expression through an online checker and it returned as per the attached. Will that not affect the process?

    I've also attached what I'm seeing on a member of my team where I would expect my name to be in the manager field just for completeness.

    Chris

     

    regex.PNG

    managermapping.PNG

    User Manager Mapping not working

    in Service Manager

    Posted

    Hi All,

    I've just noticed that User Manager Mapping is not working for us.

    Attached is one of our conf files (with all our vital info stripped out from the first section).

    Any user in the OU this applies to I check in Hornbill, there is no manager listed.

    I found this thread: 

    Which led me to check the regular expression in a checker which seems to return "CN=USERNAME,OU=" from the manager attribute. Is this right?

    Any other ideas?

    Thanks in advance!

    it_conf-for-sharing-forum.json

    Progressive Capture Custom Questions Report

    in Service Manager

    Posted

    Great, many thanks all. I'll check them all out.

    I'm well Conor, thanks for asking! How are you? Seems like ages since you were last here now.

    UPDATE:

    The answers were informative and really useful. Thanks, all. I have got a report that is almost what I need.

    The only bit that I am stuck on now is trying to filter by stage of a request. This may be best in a separate thread if so let me know and I'll create one. But for now, I'll ask here

    I'm trying to create a report for the Change Manager. I have one in Supportworks currently that filters by BPM Status. I want to do something similar here. Basically, there is a stage in our Change Business Process called CAB. I want this report to show only requests that are at this stage. Suggestions all gratefully (and eagerly) received!

    Chris

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