[Asset Management: Upload Assets CSV - no department field?]

Hi,

We are looking to do an import of assets following a hardware replacement but we have noticed that the Upload Assets CSV option is missing a department field. How can we add this so we can ensure that all of our information gets added?

Thanks

Chris

[Progressive Capture and Business Process report]

@Will J Douglas, not to worry. I found it. Didn't realise reports from Hornbill would get added directly. Perfect.

Thanks!

[Progressive Capture and Business Process report]

9 minutes ago, Will J Douglas said:

@chrisnutt

There is a Hornbill Service Portfolio Report which has this info.. It lists the service, catalog item, service status, request type and configured BPM and Prog Cap.

I've used it a few times to make sure I changed over all catalog items to a new BPM

Regards,

Will.

Brilliant. That could be exactly what I need. Is it something I need to configure myself! Thanks @Will J Douglas

Chris

[Progressive Capture and Business Process report]

Thanks @Deen,

A report would be ideal as I have many active BPs that are in use and have not been updated in a while. It'd be an unacceptable risk to deactivate them without knowing if they're in use. Service Manager obviously knows which BPs are in use through the config of each Service and Catalog item. Is there no way to report on that at all? If not, please may I suggest it gets added.

The only alternative is to painstakingly map out each and ensure that document is kept up to date. Feels a bit redundant in this day and age.

Chris

[Bulk Cancelling of Old Activities created via a Scheduled Job]

Hi All,

Quite keen to get an answer to this ASAP. Can anyone comment?

Thanks

Chris

["Raise New" problems]

Thanks @Miro, I have sent you a link where you can download it.

Chris

[Bulk Cancelling of Old Activities created via a Scheduled Job]

Hi All,

Any thoughts on this from anyone?

Chris

[Progressive Capture and Business Process report]

Hi All,

Any thoughts on this from anyone?

Chris

["Raise New" problems]

Just for completeness, here is the mapping of the progressive captures via the drop down options.

The reason they are different is because when this was set up, we encountered problems using the same progressive captures for both, and in order to keep what I felt at the time was a useful feature (the ability to choose a request type of recording details) we had to find a way to accommodate both methods and all users. A decision which I do now wish we hadn't made! But they we are... we are where we are...

["Raise New" problems]

@Martyn Houghton

Thanks for your help with this, btw!

The same thing happens when choosing an item from the "Raise New" drop down, on incidents. Not on Service Requests (which I just tried)... which, lends weight to my theory of not being able to handle multiple switches.

It does happen for Service Requests on the "Raise New" button (not the drop down), which also makes sense looking at my documentation if Hornbill can't handle multiple switches because when going via that route the progressive capture triggered has another switch which is not included when logging a Service Request via the drop down for the reason below.

The only "Switch Capture" nodes I have are in the "Raise New" button "app.itsm.progressiveCapture.newRequest" and in the incident and Service Request progressive captures. Attached is some of the documentation I keep on it which might help. Note, my Progressive Captures for directly logging an incident etc. (i.e. from the drop down) are slightly different because they include the Customer Search and Request Details nodes, and for Service Requests excludes a switch.

Any chance someone can confirm or deny the multiple capture switch issue?

Chris

["Raise New" problems]

Thanks @Martyn Houghton

Each of those settings is as I want at the moment. They each launch the correct Progressive Capture. The trouble occurs when we launch, for example, app.itsm.progressiveCapture.newRequest which includes a node to choose a request type and then launch another progressive capture based on the request type chosen. The new progressive capture includes a node for "Select Service". When they, at that node, choose a catalog item with it's own progressive capture it is ignored and the node I'd expect if they just chosen the service itself comes next. It makes me wander if Hornbill struggles with multiple progressive capture jumps.

Does that make sense!?

Chris

["Raise New" problems]

Hi,

I have noticed a significant issue in our instance and I am unsure if it is because of my configuration or not.

Basically, when the request is raised via the raise new button it follows a progressive capture that has to be generic because of all the different departments using the tool. Details are entered and then the request type is chosen, lets say incident. It launches a separate progressive capture for incident and the service is chosen.

For some of our services, we have many catalog items, that have a different progressive capture, are set to "Both" and should therefore follow the same set of questions as they do in the portal. This does not happen. Instead, the questions that are for the incident progressive capture we are now on are followed instead of jumping to the progressive capture associated with the catalog item.

For clarity, if no catalog item is chosen, just the service, the incident progressive capture should be followed. If a catalog item is chosen, it should use the progressive capture associated with that catalog item. Except it does not, it just stays on the incident progressive capture.

I realise the above may be hard to follow. I have made a video demonstrating the issue but can't upload it here. Happy to share if asked.

Thanks

Chris

 

[Progressive Capture and Business Process report]

Hi,

I am hoping to tidy up unused Progressive Captures and Business Processes. Is there a way I can create a report to determine which ones are in use?

If not, is there another way?

Thanks

Chris

[Bulk Cancelling of Old Activities created via a Scheduled Job]

Hi,

I would also like to know how to do this, or delete them.

Can you let us know?

Chris

[app.request.status.hidePlaceOnHold question]

Thanks for the explanation, @Victor

Took a couple of read throughs, a whiteboard, some test tubes and a montage but I think I understand what you mean! ;-)

Thanks for the speedy answer. Will test this out.

 

[app.request.status.hidePlaceOnHold question]

Hi,

I'm looking to disable on hold functionality across all IT services. I have found the setting app.request.status.hidePlaceOnHold setting but the description of it is not clear to me I'm afriad, can someone explain what it does?

Or, even better, can someone advise how to turn off on hold functionality!?

Thanks

Chris

[Email Template Editor Role?]

@Deen ,many thanks!

[Email Template Editor Role?]

Thanks @Deen

Is there anyway to get a bit more granular? As that opens up a few other bits I'd rather keep out of bounds!

Thanks

Chris

[Email Template Editor Role?]

Hi,

I'm trying to give someone just the ability to create and update Email templates. There doesn't seem to be a role for this, so I thought I'd create one but I cannot find the appropriate rights for this.

Can someone advise?

Thanks

Chris

[Service Manager Boards issue]

1 minute ago, Victor said:

Not sure if it will be fixed... the SM boards won't receive much attention now and will be most likely deprecated in the future as we have a Board Manager app... may I suggest migrating your SM boards to Board Manager boards?

I knew you were going to say that!

Thanks for the reply. If they're going to be deprecated, I guess we better had!

[Service Manager Boards issue]

Hi,

Since upgrading Service Manager recently we've got a very small and niggly issue whichis now causing a bit of a procedural issue for us.

In the attached you can see a card on a board. The "P" for the name of the owner is obscuring the remove/delete button. We purposely have our process not remove things from boards so we have to manually remove cards when done. We cannot do that now, which is creating a bit of noise.

Is there anything that can be done to fix this?

Thanks

[Create requests from spreadsheet]

On 3/27/2020 at 3:49 PM, Steve G said:

Hi @chrisnutt,

 

You could always use the Service Manager Request Import Utility to do this It's a tool that we wrote that allows you to log requests in Service Manager from an external data source - which could be a CSV or Excel Spreadsheet via an ODBC connection. There are example configuration files in the release archives, and on the Github repository.

Cheers,

Steve

Thanks, I'l look into this!

[Create requests from spreadsheet]

12 hours ago, James Ainsworth said:

Could there not be an IT Service that provides a Request Catalog Item for leavers that the HR staff have access to where they can raise a request via portal for each leaver? With a progressive capture script asking the questions you need answered to proceed, you should be able to automate a lot of the process once the ticket is raised.

Hi James,

We've been down that road and the answer is, apparently not.

Chris

[Create requests from spreadsheet]

Hi All,

Hope you're all well and safe in these unusual times.

I'm looking at improving our leaver process in Hornbill right now. We get a daily report from HR detailing leavers. Currently, this gets logged as a ticket and then a very manual process of logging each leaver begins. I was wondering if there is a way to import the details from the spreadsheet to create a request for each row, mapping certain columns to Service Manager fields. I had a look at the Wiki but couldn't find anything. If not, are there any suggestions on how to handle this?

Thanks

Chris

[Inbound Mail Service source]

@Gerry, accepted. Thank you very much