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Dan Munns

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Posts posted by Dan Munns

    Ticket stuck in failed state

    in Service Manager

    Posted

    Hi, 

    We are using the API to log a request and it seems to have come up with an error I have not seen before (rare since I seem to have caused most of them before):

    image.png.41cccd0c654ba152292c38364bea29e3.png

    The tickets are marked 'In Progress' on the BPM management view, hovering over the request in the request list shows the correct information and for all intents and purposes the ticket seems to be fine.

    Apart from I cant open it. The ticket fails to render at all, just presenting the error and nothing else. I cant even select the tickets from the request view to cancel them.

    So....erm....help please?

    Add linked request with variable

    in Service Manager

    Posted

    To add some context here: 

    We have a number of processes which require multiple requests. Project drops down to change which drops down to service request and vice versa.

    If a user has raised something as a service request which requires a change to be logged, it may be another user logging the change (dependant on job roles etc). If they could log the change and add the SR reference, it would allow me to automatically link the requests rather than having people looking through request questions and linking requests manually.

    The detail would be like this: User raises a review request (request for improvements to be investigated and made to existing processes), leg work is assigned to Lean Six Sigma green belt to investigate (collaboration licence only, details sent by email). Green belt finds improvements can be made and raises a change request for the central change team to make the process changes. They add the current review request reference number to the PC. BPM links the two requests together so the change team doesn't have to do it manually so when the new change request is assigned the analyst has all relevant info at the start.

    Conversations error

    in Collaboration

    Posted

    Hi @Daniel Dekel

    The user has Windows 7 and was accessing the conversations from the panel on the right.

    Tried on IE. Browser refresh, Ctrl + F5 refresh, logging out and closing all have no effect. 

     Conversations work in IE if access via the Home panel but an error was received when trying to add a user to a conversation she started:

    image.png.1c25009ad60d3f3762e795fe0a5875ec.png

    Conversations work in Chrome.

    Limit group by to 5

    in Performance Analytics

    Posted

    Hi all,

    I have some (frankly awful I am sure) SQL for a widget we use for QA.  

    SELECT h_pk_reference, h_summary, h_datelogged, h_resolvedby_username, h_source_type, h_fk_team_name, ROW_NUMBER() OVER (PARTITION BY h_resolvedby_username) AS 'ANALYSTS' 
FROM h_itsm_requests 
WHERE h_pk_reference LIKE '%IN%' AND h_status = 'status.closed' AND (h_datelogged >= LAST_DAY(NOW() - INTERVAL 2 MONTH) + INTERVAL 1 DAY) AND (h_datelogged < LAST_DAY(NOW() - INTERVAL 1 MONTH)) AND (h_source_type <> 'Autoresponder' AND h_source_type <> 'Email' AND h_source_type <> 'Self Service') AND (h_summary NOT LIKE '%Password Reset%' AND h_summary NOT LIKE '%Account Unlocked%') AND (h_fk_team_name = 'IT Service Desk' OR h_fk_team_name = 'IT Infrastructure' OR h_fk_team_name = 'IT TEAM 3' OR h_fk_team_name = 'IT TEAM 4' OR h_fk_team_name = 'IT TEAM 5' OR h_fk_team_name = 'IT TEAM 6') 
ORDER BY ANALYSTS LIMIT 40

    This produces the below list in a widget: 

    image.thumb.png.3bfd83c36823fec4d6297694bbdc5b68.png

    This is better than what I did have (in that it shows a wider group of users), which was 30 completely random requests from within the filter but what I really want is a random list which only shows a max of say 5 entries per analyst.

    I am sure this is possible and that my SQL skills leave much to be desired but can anyone help me out with this? 

    Thanks,

    Dan

    Allow visibility of all mailboxes when creating a service

    in Service Manager

    Posted

    Hi, 

    Can we have the permissions around service/CI creation looked at please? 

    When adding a default mailbox to a service I can only see ones to which I have access, which means I have to go and add myself to the mailbox and then set up the default mailbox and then go and remove myself afterwards. Being able to add the mailbox as a default without having to do this would be much better from an ease of use and security point of view. 

    Thanks, 

    Dan

    Setting to change on-hold colours

    in Service Manager

    Posted

    Hi, 

    I have recently been asked this question by quite a few people using the SM application:

    "Is there a way to make the on-hold requests text easier to read?"

    I am assuming no as I cant find a setting for it, so would it be possible to add a setting to change the level of greying out of the on hold requests in the request list please? 

    Thanks, 

    Dan

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