chrisnutt
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Enhancement Requests
Posts posted by chrisnutt
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We currently have alerts that fire off to the owner's manager before failure, but due to a high profile issue recently where a request was left for 3 weeks (!) after it failed, and due to other factors (people moving jobs, new starters etc.) it got missed. Therefore we need to set up recurring alerts. These would be for the owner's manager at the very least.
Chris
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Hi All,
I'm hoping to set up an escalation event that fires every few days after a request has breached. I don't seem to be able to set a repeated action though. Only a set period of time after the target time. Is this something I can enable, or do I have to set a series of events?
If the latter, can I request the ability to add a reoccurring event option?
Thanks
Chris
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@Dan Munns, thanks for this. I have +1'd your enhancement request!
Chris
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+1 from me!
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Hi,
I'm trying to set the schedule of a change request automatically with the dates given through a progressive capture, which is populating the h_proposed_start_time and h_proposed_end_time with dates. I thought the "Add to change calendar" node might do it but have learned that that sets the schedule with a period of time (say 2 hours) from the time the node is reached rather than allowing it to be specified.
Is there a way I can inject the h_proposed_start_time/h_proposed_end_time into the schedule and therefore the change calendar?
Thanks
Chris
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Thanks @Victor
I'm glad I wasn't being silly! I was thinking along these lines originally
Is this something worth looking at? Perhaps creating a field for numbers?
Certainly, something for us to keep in mind for now, though.
Thanks for your help.
Chris
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Sure, see attached. Like I said before, I fully expect to have done something silly, but it I think we're in 'can't see the woods for the trees' territory now.
Chris
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@Victor , we just went home. That's all.
I tried setting the custom expression labelled as '1-11' to shirt number == 7 and tried again. It still took me to the squad node (i.e. >= 12)
Chris
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Thanks, @James Ainsworth
I understand that the field type doesn't really apply at this stage. But that still doesn't really address the issue. We have a progressive capture where someone is putting in a value of 7 for "shirt number" and a branch node with a custom expression that says if "shirt number" is less than or equal to 11 go to the first team node else if "shirt number" is greater than or equal to 12 go to the squad node, but the progressive capture takes them to the squad node. See screenshots if I am not being clear. I fully expect to discover I'm doing something silly.
@Victor I support Reading so draw your own conclusions...
Chris
First screenshot is at the bottom.
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No worries, clarify away! We're setting up a Progressive Capture. I mention the custom field as I thought someone might ask if the field was an integer.
Obviously, this isn't urgent as we're talking about something we discovered in a training session. But it could affect us some point down the line.
Chris
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Hi,
I am showing a member of my team how to set up Progressive Captures and we have come across a bit of an issue. We were doing a silly ProCap (zTO be deleted - Rob Training) to show what the system can do. It's about Liverpool players, as he supports Liverpool (he is good at his job though, to be fair). We set up a question about shirt numbers in to the custom field h_custom_26 (for integers) and had a branch go off in two directions. For shirt numbers less than or equal to 11, go here (first team). For shirt numbers equal to or higher than 12 go there (squad). We put in Mo Salah, shirt number 7. But it keeps going off to the squad node. We've both double checked that we're using the right operator for greater than or equal to (>=) and less than or equal (<=).
What's going on? Is there something we're both missing?
Chris
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Same for me, please. I know I've asked this question before so I may already be on the list!
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This sounds like it could be very useful and maybe increase engagement with the portal
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+1 for this!
This is something I've asked about before too (i.e. allowing others to be able to see request details on the portal)
We've enabled the manager setting, but it only solves a small fraction of the issues we face.
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Thanks @Steven Boardman, @ArmandoDM
How can I use the custom fields in the h_itsm_changerequests table?
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Hi,
I was working on a progressive capture this morning and had a couple of thoughts. I have no idea how complex these would be to implement, or even if there is an appetite for them but I thought I'd mention.
- I accidentally deleted a custom form I had heavily configured. An undo button/shortcut would be most welcome!
- I found myself wandering which services etc. the progressive capture I was working on was associated with. Is it possible to get that summarised in the screen, a button we can push to pop up everything associated with the ProCap or BusPro?
Like I said, just some ideas.
Thanks
Chris
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On 8/9/2018 at 5:27 PM, David Hall said:
Hi @chrisnutt
Can't say for sure, but my initial thought would be that its an issue with the search index itself... have you re-indexed it recently? If not then it might be worth trying that for the hornbillitsm indexes as detailed here https://wiki.hornbill.com/index.php/Index_Storage
Further changes have been made around global searching in the most recent update of service manager, so it may be worth updating the latest build and then perform a re-index.
Regards,
Dave.
@David Hall, that worked for us.
Thanks
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Hi @ArmandoDM ,
Thanks. I couldn't find anything anywhere in the wiki using the search term "Change details" or the table name (h_itsm_changerequests), except for the main table page.
Please could any (update to the) documentation include how to use the extended table custom fields? I've just tried by using a field ID of h_itsm_changerequests.h_custom_p, but it doesn't like the full stop in that.
Thanks
Chris
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@Victor I'd just like to know the intended use of these fields. We are re-designing our Change processes and I want to avoid re-inventing the wheel or creating a convoluted method if I am missing something simple
Thanks @ArmandoDM. This will help. I was unaware that you could use the extended details tables in that way in the ProCap. Is it worth updating https://wiki.hornbill.com/index.php/Mapping_Fields_from_Customised_Forms to reflect that?
Chris
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Hi,
Our change manager has identified that the global search is not finding requests that are on hold. Even if the status is explicitly set to search for on hold requests. See screenshots. To be clear, normally all of the options are set to "Any..." but for the purposes of troubleshooting I set the search for status to "On hold". Neither work.
This is causing us a few problems!
Chris
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Or is the intention to complete those details only after the change is logged, and not through a Pro Cap.
I've not been able to find any documentation on this and could really use some guidance.
Thanks
Repeated Escalation Event
in Service Manager
Posted
@Steven Boardman, many thanks