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chrisnutt

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Posts posted by chrisnutt

    Service Unavailable

    in Service Manager

    Posted

    Hi,

    I've arrived this morning and found that Hornbill is not working for us today. We get a "Could not connect to the Service" message.

     

    Checking the instance shows:

    Status Check

    Instance Health Check Fail

    The service specified is not available: system

    and another message saying:

    We have detected a problem with your instance, please wait 2 minutes and try again

    I've waited 2 minutes several times and it is still down I'm afraid.

    Can someone look into this?

    Is this just us?

    Thanks

    Chris

    Restricting visibility to requests for managers based on service

    in Service Manager

    Posted

    Hi,

    We have servicemanager.portal.requests.showStaffRequests enabled to allow people to see the requests in the system for anyone they manage. This is a requirement for some teams on IT Services. However, we are potentially interested in adding a service where the ability for a manager to see requests raised by someone they manage could be problematic - it's a HR service.

    Is it possible to restrict the ability by service? I.E. allow managers to see requests for those they manage on say the "Account Management" service but not allow it on the "HR" service?

    If not, is there anything in the pipeline?

    Thanks

    Chris

    Services Structure

    in Service Manager

    Posted

    Hi All,

    I'm curious about how people are structuring their services? I want/need to review and revise ours and I have a few ideas but I thought it might be worth seeing what others are doing. Attached is what we have currently on the Service Portal. As you can see... it's a little busy! Some of the names - while seeming great at the time of inception - are also not very user-friendly. We are suffering from introducing lots of different business areas as services as well. Unless we do something, this is only going to get worse! Any and all comments and criticisms on ours are welcome!

    I've considered condensing everything into one or two IT Service(s) but then I fear we'll lose reporting and SLA functionality among other things

    One thing that I'd like to raise with Hornbill themselves, I find the Service Category drop-down menu on the Service Portal is not widely used. People just don't seem to a) see it or b) understand what it is for. I was wondering if there is any internal chatter about rethinking that? Possibly giving us a couple of different ways to implement it? Personally, I would find it extremely useful to have those categories as top-level icons - like services are currently - which then allow the user to click through to all the services in that category.

    If my current form is anything to go by, I'll be told that we can already do that - I certainly hope so!

    Thanks

    Chris

    Hornbill Service Portal.png

    Link request relationships (caused by etc.)

    in Service Manager

    Posted

    @Victor

    Thanks. I think I'm nearly there. I have created a report that returns the attached. There is only one problem

    In the attached, the relationship I have defined is that the incident has been caused by the change. When setting up the "Caused by" relationship I stipulated a reverse of "Caused". What I was hoping to see is that the report would return that:

    IN00108231 was caused by CH00107625 and

    CH00107625 caused IN00108231

    However, this doesn't seem to have come across. I haven't linked into the request table though. Will that be needed?

    Thanks

    Chris

     

    relationship report.PNG

    Impact and Urgency Progressive Capture forms

    in Progressive Capture

    Posted

    On 1/29/2019 at 7:53 PM, James Ainsworth said:

    Hi @Joanne

    Since the original post we have introduced the Custom Progressive Capture form.  In theory, you could just create your own form with drop down pick lists showing your impact and urgency options and then drive the request using the BPM based on the progressive capture selections.

    We may still look to provide out of the box Progressive Capture forms for selecting urgency and impact, but hopefully for now the custom forms will provide what you need.

    Let us know if this helps.

    Regards,

    James

    Hi @James Ainsworth,

    I'm looking again at impact and urgency. Can you point me in the correct direction for these "Custom Progressive Capture" forms you've introduced as I'm not sure how these differ from the already existing customisation I use so would like to read up?

    I'd also like to express my surprise that the tool doesn't natively handle impact and urgency yet. This, I feel, would be seen as a critical feature of a tool such as this. Please can you justify why it can't and why it seems to have slipped off your to-do list?

    Thanks

    Chris

    Link request relationships (caused by etc.)

    in Service Manager

    Posted

    Hi,

    Today I've been going through some complicated requests in our system and have had to link a few. It occurred to me that what would really be helpful/useful is to specify a relationship when linking requests. For example:

    • Caused by
    • Solved by
    • Potentially related
    • Parent
    • Child
    • and so on.

    I imagine that this could be managed by a simple list so everyone could create their own relationships.

    Is this something that exists already that I've missed? If not, can I make it a feature request?

    Many thanks

    Chris

    Edit or delete scheduled activity

    in Service Manager

    Posted

    Hi,

    I set up a scheduled activity yesterday and would like to edit the wording in the description. I have not been able to find where I can make such amendments. It also occurred to me that if I can't find it, I'll not be able to delete it should I ever need to.

    Please advise. Am I missing something obvious!?

    Thanks

    Chris

    Portal - Accessibility Standard WCAG 2.0

    in Service Manager

    Posted

    Thanks Gerry.

    Yes, your example makes sense.

    We have a number of visually impaired users who use screen readers and voice control (to type). I visited with our accessibility team - admittedly a long while back - one of whom is visually impaired, and he took me through his challenges with it (see higher in this thread) and the objective is to get the Service Portal to a point where he feels he can use it. 

    I have been reluctant to ask him to reassess without level A being met. However, I will have to do so to get a clearer picture of where we are now I think. I will post back when I get his feedback.

    Chris

    Portal - Accessibility Standard WCAG 2.0

    in Service Manager

    Posted

    Hi @Gerry

    I was wondering what the status is currently? The wiki page (https://wiki.hornbill.com/index.php/Hornbill_WCAG_2.0_Status) has not been updated since April, and it seems so close to level A, and not much further then to AA.

    I have an open KE (I consider it a KE) in our system about this and am being asked for an update by our Director. I'd very much like to be able to say something different to the last 4 times I was asked (which was "still waiting on Hornbill update")

    Many thanks

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