Dan Munns

@Bob Dickinson like a charm. Thank you very much. Dan

Thanks @Steve G we will give it a go and report back

Ok so I cleaned my glasses and saw the leading space in the team name so have now sorted that "facepalm" However I still cant work out how to get it to show me only numbers from the last full month.

Hi all, I am trying to create a couple of widgets without much success. I need to know how many tickets we resolved last month per team and how many have been resolved so far this month per team. I have the following statement: (h_requesttype = 'Service Request' OR h_requesttype = 'Incident') AND (h_dateresolved >= LAST_DAY(NOW() - INTERVAL 1 MONTH) + INTERVAL 1 DAY) AND (h_resolvedby_teamname = ' IT Service Desk) But although it shows resolved tickets this month overall (if I remove the (h_resolvedby_teamname = ' IT Service Desk)) I cant get it to show per team. I also cant work out the statement required to show last months numbers for anything. I thought I would be clever and change the interval to 2 MONTH but as you imagine it just adds the last months numbers to the current months numbers (I should have guessed) Any help appreciated Thanks Dan

@Steven Boardman Ok thanks, I'll give it a try Dan

Hi @Steven Boardman I was looking at doing this earlier. Will this copy the questions and answers across or will I need to add the questions manually and then add the variable picker at the end? Thanks Dan

@DanielRi Ok thanks for the explanation. I will have a look at the tentative authorisation and adding a fail safe for rejections. Dan

Hi @Steve G That is good news. Thank you for the work you have put in. I look forward to the automation. Thanks again, Dan

Hi @Steven Boardman The only change types which would need the matrix style decision is Normal change. Emergency, if selected goes down a different route and missed out a sizable chunk of the BPM. Standard changes do the same as authorisation isn't required. Within Normal change we have Major, Significant and Minor and I just need a way of automatically deciding, based on the combination of selections in the PC what the subtype is. Major, Significant and Minor changes all have different CAB requirements and as the only (hopefully temporarily) change manager I don't want to have to manually sift through all the changes to decide who needs to see what. I was hoping that the custom expressions could be used so what multiple options as described above could be done in one expression without breaking something or seeing everything as either false or true no matter what. Multiple decision nodes one after the other tend to slow down the whole process (as demonstrated by our new starter and password rest BPMs) so I wanted to stay away from that if possible. If it isn't possible to create custom expressions with multiple AND/OR statements then I will have to look at daisy chaining decision nodes. Thanks Dan

Hi all, Is there a way of stopping an authorisation node from fully rejecting if one person rejects the authorisation task? We use weighting and each person will have the same percentage. At the moment if one person rejects the call (who may only have 10% weighting) the whole call gets closed whereas we want it to be one person may reject it but the other 5 people approve it so the rejection is noted but the vote is still carried. Thanks Dan

@Victor I have had a little look into this but I need the decision process to be automatic rather than involve any human input.

@Victor at the moment my life seems to revolve around Hornbill and our new change process. Is there a video explaining the assessments bit? The wiki seems a little thin tbh Thanks Dan

Ok thanks @DeadMeatGF I get where you are going. I will probably give it a try on Monday, when I am fresh and ready and raring to go after a nice relaxing weekend. Oh wait, kids, dog, wife.......nevermind.

Thanks @DeadMeatGF How to I add that into our custom expression for the decision nodes? Sorry if that is a stupid question but its Friday and been a long week and its Friday Thanks Dan

Hi all, Is there a setting to send a resolution email whenever a call is resolved, regardless of where in the BPM the call is resolved? A number of our calls have been resolved before the end of the BPM and therefore not sent resolution emails to the user. Thanks Dan

Probably harder if anything @DeadMeatGF Kind of wish our Service Desk go live went horribly. As it stands it has gone really well with loads of other teams now interested in using Service Manager. Hence the addition of Change. Along with HR, Finance, Facilities etc etc. The business is looking at the portal being the one stop shop for all things request related I think. More work for me I guess. Well, more posts in the forum anyway

@DeadMeatGF Ok so in my BPM I have 3 decision nodes to decide if the change type is Major, Significant or Minor. In the PC form they have to select the change level of Emergency, Normal or Standard (1, 2 or 3) The Major, Significant or Minor only applies to Normal changes so I was going to start the string with "IF 2 AND" as if they have selected 1 or 3 it will follow a different path. To work out if the change is Major, Significant or Minor we use the risk table above. So say a user selects Normal (2) for change level, Very High for Risk (A, with High, Medium and Low being B, C and D) and Business Wide for Impact (W, with Significant, Partial and Individual being X, Y and Z) I need the BPM to log it as a Major change. The issue I am having is that there are a number of different selections with the same outcome and rather than have a decision node for each one (which slows the BPM down a hell of a lot) I was hoping for 3 decision nodes, one for each outcome. I hope that makes it a little clearer (although I am not sure it will) Thanks Dan

Hi all, This is probably a simple thing but can you filter the priorities displayed in the drop down based on the request type? I have a large number of service requests logged with P1-P4 priorities and a few incidents logged as 1/2 day requests. I have tried explaining to the relevant teams that incidents are logged with P1-P4 and service requests are logged as 1/2 or 5 day requests but it has fallen on deaf ears (many times) so if they don't have the option to get it wrong then it will make my life easier (and reporting a lot more accurate) I thought that they would filter based on the fields in the SLAs but that isn't the case. Thanks Dan

Little help anybody? @Victor maybe?

Thanks @Gerry Appreciate it

@Gerry I have been told we can automate the CSV output from AD with powershell and place it on the network (I have been told that they should also be able to format the CSV to enable the uploader to read it correctly). I was hoping that you had an app to auto upload the output file on a daily / weekly basis. Dan

Hi @NadeemMazhar Unfortunately we don't currently use SCCM (or anything similar) so I was hoping for a way of automating the process with a CSV file much like the old way of doing user imports in Supportworks. Thanks Dan

Hi all, Is there a way to automate uploading assets from a CSV file? I have a feeling the answer is no but I can but hope" Thanks Dan

Hi all, I am making BPMs for our new change processes and want to have decisions based on our risk/impact table. Would the AND/OR statements be best like this: IF 1 AND A OR B AND X OR Y OR Z or will I have to do them like this: IF 1 AND A AND X OR 1 AND A AND Y OR 1 AND A AND Z? Risk Table attached Basically I want to base the decisions on the type of change selected (1-3) the level of Impact (A-D) and the level of Risk (W-Z) Or is there a better way to do it completely? Thanks Dan Edit: Change types are Emergency, Normal and Standard

Ok thanks