Dan Munns

Hi @Gerry Apologies, I just had a brain dump straight after a meeting and may have just written rubbish. So a bit of context. All of our users can access the service portal and raise incident tickets. A select group of people (line managers and delegates) are in a subscriber group which allows them to see and raise service requests which is a separate service. We are adding a new software platform to our environment which only a select number of users will be able to use and therefore raise support tickets for. All the tickets will be triaged at least by the service desk. Rather than adding the platform to the service portal as a completely new service to raise tickets against for those small number of users it would be cleaner to add the catalog item into the existing categories of incident and service request but only allow visibility to those users (currently not possible as users are subscribed to a service as a whole rather than individual catalog items). So our current incident service has 'Raise an Incident' and 'Password Reset' which is available to all. What I want to do is add 'Software application issues' but only have that catalog item visible to the users of that system on the portal thereby not creating a whole new service for what will be a single incident catalog item. Hope that makes things a little clearer. Dan

Hi all, I know that this isn't possible at the moment so I am hoping I can raise an enhancement request here. I would like to be able to control access to service catalog items on a per item basis rather than at service level. In our scenario, the service desk will be responsible for triage and resolution of the ticket but not everyone in the business uses the platform and so only a select subset of users need to be able to see / raise tickets. At the moment I am having to create new services and allow access to the users plus add the service desk as the supporting team where as I would like to be able to have the catalog item under our incidents tile but only be accessible be the approved users. I am trying to not have lots of different services all supported by the same team. I was thinking that if the catalog item isn't modified to explicitly mention a supporting team or subscribed users the service options take precedent but you could modify the supporting teams and subscribers should the need arise. Anyone got any input / feedback on this? Thanks Dan

Hi @Daniel Dekel all looks good now. Thanks

If thats the only opton then yes that fine. Once the offending tasks had been cleared down the notifications went back to normal for a time. Only noticed this last night. I was hoping an update would fix it but I have updated and no change.

@Daniel Dekel our Activities tab is now showing 1802 open tasks but in reality we have 95 open. Also the activities pop out only fully pops out if the tab is closed. If the tab is open adn I hover it only shows 180 because it wont fully open.

@Gerry no worries it's fine. If I hadn't have set it up wrong in the first place it may have been missed for a while. I did think it may have been time related as I have used systems in the past where we had to use 23:59:59 or 00:00:01 as 00:00:00 caused issues. Oh well lessons learned. That's the fun of IT!!

@Gerry yes our schedule is still disabled. It is set to run at 00:00:00 on the first every two months. I will change the time to allow it to run at 09:00:00 (as most of the others do so that was an error on my part) and re-enable it.

Hi @Gerry Did you work out why my schedule went haywire? As you can see from the image I posted earlier I had set the task to run on the 1st rather than the 30th. Thanks

Hi @Steven Boardman I can confirm that removing this role does indeed make everything work as expected. Thanks

Hi @Daniel Dekel Yes please could you remove all tasks named 'System User Review' generated in the last 48 hours ASAP Also I made no changes to the schedule or the task, I just disabled it. Thanks

@Steven Boardman ok so I have checked the following: Setting enabled - yes BPM manager role added to test user - yes Number of BPMs shared with user - yes BPMs exist with no 'Access Granted' - yes User still reports that he can see all BPMs in the list. Most of the BPMs are created by me. He should be able to see 30 total (if he should be able to see ones he created and ones with no owner as well as the two I shared) but he can still see the BPMs created for the service desk which are owned by me. User has roles as attached. Thanks

Hi @Steven Boardman how can I see who is the owner? All I have in the settings for the BPMs is as attached. Also can you have someone have a look at my other post here regards the scheduler. Thanks Dan

Hi all, I set up some scheduled tasks on Thursday and have come in this morning to find that one of them has generated 1821 tasks. It looks to have generated 1 new task every minute since it kicked off on the 1st at midnight. I have since stopped the task. None of the other scheduled tasks have done anything weird (so far) I have attached the config of the task. Also if someone could delete all tasks named 'Systems User Review' from our instance fairly urgently as other genuine tasks are lost in a sea of duplicates and I dont fancy sitting around all day deleting them. Thanks Dan

@Steven Boardman & @Daniel Dekel is there any specific Admin role with over rides the BPM manager role? At the moment I have assigned one of the analysts the BPM Manager role but he can still see all the BPMs, not just the ones assigned to him. He has a number of admin roles but not an over all admin role (his are advanced reporting, asset management configuration manager and doc manager). Or do I need to set access on all the other BPMs? Or set an owner on all the BPMs (not sure how to do that) As for the scheduler so far I have no issues other than if I set a task to occur every patch Tuesday and I set it as a monthly task to run first on the Tuesday (tenth next month) I assume that it will run on the 10th every month rather than the second Tuesday of every month. If so, are there plans to enable selection of a day of a month in the monthly schedule? If not we will continue to use the API scheduler for these type of tasks as the cron scheduler seems to be a little more flexible. Obviously this isn't ideal as we will have two schedulers running to cover all required tasks.

Hi @Steven Boardman that does indeed help with the BPMs and PCs. Now if we could have a way of doing the same thing with the services in service manager to allow teams to manage thier own services and the scheduler it would be just about perfect for what we need.

Hi @Gerry Thanks for the reply. Can I also ask on the back of this that you look at the feasibility of sectioning the admin console / services section of Service Manager based on a role. With the addition of multiple departments on to our instance I am planning on training up and having a number of department level 'super users' or basic admins responsible for looking after their own BPMs, PCs etc. nothing that will cause instance wide carnage but just allow them to maintain their own areas. I did mention somewhere a few months back about limiting viability of BPMs etc via category / role or similar but don't think it went anywhere. Obviously I don't want to provide BPM editor access to a member of facilities who then accidently makes a change or deletes a live BPM of another team. Or have people start adding / deleting random questions on random forms with PC Manager. Also (and explaining partly why the sectioning came up), finally back to the scheduler (good job from what I have seen by the way) could it be possible if given a role of say 'Scheduled Task Manager' you got a view drop down (similar to the view drop down in Service Manager) that showed scheduled tasks per team (if people have TL access of higher and also have the 'Scheduled Task Manager' role). I just have concerns that if the admins can see all scheduled tasks then they will be able to see personal ones as well (as no doubt people wont label them as such) so it may be better to have a 'see all tasks that....' rather than a 'see all tasks unless....' view. I am sure that you and your guys already have some great ideas in regards to all of the above but just thought I would chuck my cap in. Thanks Dan EDIT: And whilst I am here..... I have been asked by the Service Desk guys if adding the tasks to the request type selector would be possible as some point so they can flick between incidents/service requests/changes and tasks from the request list view rather than clicking round the My Activities options. Thanks again

@Steven Boardman can you only see scheduled tasks which you create? Or can you see all the scheduled tasks assigned to your team / role? Thanks Dan

@Steven Boardman cool thanks

@Steven Boardman thanks for that. I think the issue was we receive so many service requests every day that the scheduled tasks were getting lost in with the other tasks. I have made a point of setting up a tasks view for each analyst and explained how it works. As for the scheduler I will have a play with that today now I know its there Will I be able to schedule reports as well or is that still in the pipe line? Thanks Dan

@Victor as far as I can tell the settings all still work as when I added our Service Desk mailbox everyone was getting loads of emails on assignment and new tickets would sometimes generate 2 emails to the user. The issue with doing as you suggest is it will impact everyone who can raise requests (with the line manager approval bit) to capture bad requests from a few users. Education doesn't work as I have seen the Service Desk guys email a user to say they cant raise requests for themselves to have access changes on a Monday and found a similar request from the same user on a Wednesday. Automatic emails on/off hold would be a great addition if that is possible (enhancement request if required)

So if a call is resolved early, unless all BPM stages have been completed it wont email the user? If I enable the setting mentioned in my first post, when a call is resolved (no matter when) will it automatically send from the template under this setting? app.email.template.request.resolutionDetails Calls tend to get cancelled here when a user tries to raise a request for themselves (please add me to the super top secret folder on the network because I can raise requests) where as we require a line manager to raise access change requests.

Hi all, I have been asked how an analyst can see the tasks assigned to them that are not attached to calls. We are currently using the scheduler api to generate a number of daily, weekly and monthly tasks, however once the task has been opened from the activities bar on the right it seems to disappear. Selecting 'My Activities' shows all activities ever assigned to a user / team and makes finding the ones which are still open / require attention more difficult than it needs to be. I am sure there is a simple fix but I can't work it out for the life of me. Thanks Dan

Hi all, Is there a way of having Service Manager send notification emails outside of the BPM? I.e. if a call is cancelled / placed on hold / resolved without completing the BPM. At the moment we are having a few issues with calls being cancelled and as they don't show on the portal for the user if they are cancelled the user is unaware. Also the same for calls being placed on hold. I did enable the email address at setting guest.app.requests.notification.emailMailbox but got complaints about the number of emails received whenever a team / user etc got a call or task assigned. Thanks Dan

Happy to help. As mentioned you may want to set up an out of office / auto reply rule which sits in front of the update rule so that out of office replies aren't added to the calls automatically.

Yes so the regex check is broken down as: In the subject line ignore any number of any characters in front of a group set out like this, upper or lower case characters a-z (2 of) followed by any number 0-9 (8 of), there can also be any number of any characters behind. So no matter where in the subject line it is, as long as the format is correct it will find the reference number and if the reference number is attached to an open call (or closed if you have set it up that way) it will add the update. Obviously if you have custom reference numbers you will need to change the regex check accordingly (so if you use INC00000001 rather than IN00000001 just change the {2} to {3} for example)