Gary@ADL

ok so im still getting issues with this process, this is my first time referencing board manager so maybe im doing something wrong, ive tried putting in a "get board info" automation, which it doesnt seem to like either? any ideas? thanks

looks like i picked a bad time to try and develop a new workflow, i'l update if im still having problems later on when all it fixed

hmm, thinking on, do i need to do a "get board info" before my automation maybe?

hi guys - im jsut getting my head around the new board manager but im getting some errors - any ideas please? thanks

Hi Guys - hopefully this is an easy one - im trying to use some IF and THEN operators within a variable field within some BPM, for example id like to set the card on our board to red if the a change is an emergency, or green for a standard change, orange for a normal change etc,, so the logic i'd use to find the change type is> global["flowcode"]["changeType"] == Emergency so for my logic i would want something like IF global["flowcode"]["changeType"] == Emergency THEN COLOUR == "RED" OR IF global["flowcode"]["changeType"] == STANDARD THEN COLOUR == "GREEN" does anyone know where i can find out how to use the above operators, cant seem to find anything on the WIKI? and how to refer to the field as well (the field is colour in this case) or can anyone give me a quick reference or example for how to do the above, thanks

Hi Guys - im looking to delete a team we created temporarily in service manager for the covid period, but id still like to be able to report on it at a later date. can anyone confirm that i can report on deleted teams at a later date in the usual way? or will i need to modify my reports? id rather ask than assume! lol many thanks

@Gerry we'd very much like this too - very useful in these times. cheers

thanks @James Ainsworth

Hi Guys - does anyone know where I can configure the default queue (or team) that jobs land into after they have been logged by the customer via the customer portal? ive checked my pro-cap and business process that applies to the tickets they are logging (password resets for example), but cannot see that the default bucket for once these tickets are logged is defined in them anywhere, so I m guessing theirs a global default setting we've set somewhere, which we'd temporarily like to change to another queue/team. many thanks

thanks @James Ainsworth, sorry can you point me at which node I should be recreating? none of the nodes in the workflow do anything to assign an owner? the ticket shows that theirs no owner assigned in the information section "no owner", and I can see that the workflow is going round the loop as expected (as i've set some additional checkpoints which show me the its getting the assigned team correct "development", just its not picking up that owner is not set,) ive also checked the database direct and I can see that the "request owner name" field is blank,

@James Ainsworth ah ok, so if the ticket is reassigned with no analyst, the owner still remains on the ticket until another analyst is assigned? at which point they become the owner? is there any way for me to refer to just the assigned analyst in a workflow decision? can this be added in? otherwise I guess the only option would be to manually remove myself as an owner from the ticket after escalating it?

thanks @James Ainsworth so does the "ownerisnotset" variable not the refer to the assigned analyst? or can a ticket have an owner, but not an assigned analyst? the escalation would be a manual one by an analyst, and would be done at the point that the ticket is at the "wait for resolution stage", so in the scenario that's not working; the ticket would be logged, prioritised, and assigned to an L1 analyst, this would take the process through to the "wait for resolution" node, which is set to wait for resolution of the ticket, but also has an expiry of 8 hours on it. every 8 hours the node expires and the process moves on to the decision, here it checks if the ticket has been resolved, or if its currently assigned to the dev bucket with analyst not set, or no match, the latter 2 result in it going back to the wait for resolution. At this point, or any point while the ticket is open in the "wait for resolution" loop, the L1 analyst may assign the ticket to the DEV team, but no analyst initially until one of the DEV guys picks it up and assigns it to themselves. its these tickets, where they have been manually escalated to the dev team but not assigned an analyst, that I want to alert on, but its not working as its not going through the "dev and no owner" gate, its going through "no match" instead, even though it should be meeting the correct criteria of being in the "development" team, and having "ownerisnot" set. (as you can see in the screenshot of the ticket above - IN00161935, theirs no analyst assigned (its blank) - this is what I mean by no owner set, as ive no other way to refer to this field that I can see?)

hi @James Ainsworth - is "owner" and "assigned analyst" the same thing? -if not, then I think this maybe where im going wrong - but I cant seem to reference "assigned analyst" in workflow logic? only "owner", or "owner for tasks"? (does yes when it gets to "wait for resolution", the ticket has had an analyst previously assigned in a different team, the ticket then gets escalated to another team (e.g. DEV team), but not assigned to an analyst, so the ticket would be in the DEV bucket, but with no analyst assigned - this is what I want to alert on. does the first analyst then gets assigned the ticket become the owner? as its not something we set manually? thanks

thanks @Steve Giller will bear that in mind for next time

hi @James Ainsworth thanks for your help, so I need the first "loop" after the "suspend wait for owner" as this has a timer in it, after 8 hours, if the ticket is unassigned and in the dev queue an alert needs to go out. so this first "loop" takes into account tickets logged directly into the Dev queue - rather than being logged to a 1st line analyst first, then escalated" (otherwise the tickets would sit, wait for an owner, and no notification would be triggered). when we escalate the ticket though from first line, we would assign it into the DEV queue, but without an analyst (so just into the DEV bucket), this is the reason for the second loop after "wait for request resolution", which again has a timer on it. the ticket is proceeding through the second loop after the timer expires, but its not seeing that theirs no analyst set, its treating it like it is still set, hence going down the "no match" option. im assuming "owner" is the same as "analyst assigned" by the way? as I cant seem to refer to analyst assigned, just owner?

Hi Guys - im having a problem whereby the "owner status" on a ticket doesn't seem to clear when you re-assign it to a team (DEV) without an owner. background is; im writing a workflow which will send out a notification when a ticket has been unassigned within a specific team for a period of time. ive got no problems with tickets that are assigned directly to the DEV team also no problem with tickets that are assigned to another team first (but an owner/analyst is not specified), and then that ticket is passed up to the DEV team. I do have a problem when the ticket is assigned to another team, and an owner/analyst is assigned, and then the ticket is passed up to the applicable team with no owner assigned I can see its getting to the point of my decision logic to check for an owner, as its setting the checkpoint in the 2nd "get request info" box, that comes after the "wait for request resolution" box, but rather than send an email, its just looping back round (so its going down no match route) rather than matching the logic of an owner not being set. ticket number of test ticket is IN00161935 (which ive now cancelled by mistake!) - as you can see from the screenshot, it has no owner assigned, (it does have me a member though, unsure if this was because I am the customer, or because I assigned it to myself first, then passed it upto the DEV team) please see attached image of my workflow, and also the logic im using to check for an owner, the wait for incident owner and wait for request resolution have expiries on them so they will move on and round after X minutes,

wasn't aware we could do this! sorry if im late to the party but this could be pretty useful for us in some scenarios, for example for our change requests we have named approvers, if a member of staff leaves, and they were a named approver on a request, this means we cannot complete the change as it fails on the stage that the user is named in, normally we'd just raise another as you can, but can be a bit embarrassing having to ask the execs to re-approve changes they have already signed off, cheers

thanks @Steve Giller i also needed to add permissions to access to the new board manager app, cheers

thanks @Steve Giller this got it although do i need to activate the board manager for the other features around the board viewer? mine still looks like the older "boards", i dont seem to have any of the options shown in the screenshot on the link you shared with me, thanks

Hi Guys - i dont seem to have the option to remove a ticket from a board, i also dont have a move lists option? the only options i seem to get are type "add to board" (request), and task "add request to board"? unless im looking in the wrong place? thanks

@Steve G many thanks i'l give this a look

Hi Guys - im a total novice at this side of things so, but can anyone point me in the direction of how i can setup a daily data export to Qlik - https://www.qlik.com/us ive seen we can setup web hooks, but im unsure if its what im looking for, as im just looked for an extract to feed data to qlik once a day? and webhooks seems more about an action or process being triggered by a process? cheers

many thanks

we haven't added any new users in though who have an approstophe, one of our bosses' names has an apostrophe (his last name is O'Connor), but again we haven't changed our flow code at all I dont believe, and he has been on the system since day 1? please can you be a bit more specific as to when next week? when we get these issues (intermittent since at least Monday) we end up with half logged tickets which we then have to delete, and then re-log the ticket, so its quite disruptive. thanks

Hi Guys we are repeatedly getting red SQL errors when we are trying to raise tickets, we have not changed our workflow, this has been happening since Monday - please can this be resolved ASAP, you don't get the full details when you click full details either I don't think. cheers