Dan Munns

Hi all, One of our Dev teams would like a new ticket to be generated off the back of our new starter process. In short, if a user selects one of the applications they manage they would like a new ticket to be created with the users info and requirements as they have a different SLA and processes to the Service Desk. I have the BPM create a new ticket and assign it to the correct team but all the ticket info I tried to copy over is 'undefined'. I am assuming that this is due to the way I have done it as I added the relevant info to the Custom Field A - F in the parent ticket and believe that the new ticket is looking at its own custom fields which are obviously blank. The Dev teams do not support our Staff changes service and so cant see the linked ticket (and I am keen to keep this) so does anyone know how I can achieve this? Thanks Dan

@Steven Boardman good stuff. There are a couple of things I am looking forward to implementing into our instance from this update. Cant come soon enough

@Darren Rose looking at the Coming Soon tab on the Hornbill customer portal this is already in the pipeline under CH00143272 Sadly there is no timescale mentioned though. Hopefully a Hornbill dev can provide a more useful update?

Hi all, I have been given an issue by a member of one of our Dev teams to solve which is turning out to be a bit more complex than I first thought. When we have a new starter request, if a user selects one or more 'Dev Team' applications logons to be created, they want a task to be generated and assigned to the team which gives them all the relevant info to enable them to create an account. At the moment the Service Desk pass the ticket to them and then they pass it back once the accounts have been created. I added a decision node into the BPM which, if the user has selected one or more of the 4 types, would create a task and assign it to Dev. So far so good. I then tried adding request question info from the 4 PC forms to the notes of the task but it will only see the last 'Get Request Questions' node. To try and explain it better (or make it worse) I have attached a diagram. In the attached, assume applications A,C,E are all Dev Apps. Ideally I want the task to be generated as per the attached diagram. I have also attached the view of the PC I am working with. If anyone can help achieve this or show me a better / easier way it would be greatly appreciated Thanks Dan

Hi @Victor Yes, the scenario you describe is exactly the issue was need to overcome. Tasks are assigned to teams and member of other teams need to close them.

Hi @Victor That setting is set to Yes for all team members. It is only set to No for the Departments which is not used for the Service Manager teams.

Thanks @lee mcdermott I will have a play around and see what I can do. Do all members of teams with that role receive notifications as that could be a bit of a pain? Thanks also @David Hall. I would suggest that the wording of the Wiki page linked above is changed to reflect that it will only work if assigned to a user as at the moment he page is a little misleading.

Hi @Steven Boardman and @David Hall The setting mentioned above is set correctly and members of the IT Service Desk Team can close tasks assigned to other team members. The issue is that our IT Dev Teams are unable to close tasks assigned to IT Service Desk on a service that they both support. They all have the roles 'Advanced Request Task Completer' along with 'Incident Management Full Access'' and 'Service Request Full Access' so I don't know why they can't close the tasks. The tasks are assigned to the IT Service Desk team rather than a role or user but I didnt think that would make a difference. Thanks Dan

@lee mcdermott sorry I couldn't help more. We don't currently use the customer portal but having had issues with BPMs working in the application but not in the portal for no reason I can see until someone points it out to me I feel your pain. Hope you get it sorted out.

@lee mcdermott Ok so it is failing during the Update Request Priority node in your BPM. It may be that you have it set to update the priority based on something the portal users are unable to set / use / do. Without seeing the BPM I cant really help much more than that. The error logs in your instance should provide better info.

@lee mcdermott Do you have a screen shot of the services screen where the catalog services are configured. You should have something set under Workflow. You may also need to check your settings and add default BPMs under app.requests.defaultBPMProcess.incident and app.requests.defaultBPMProcess.service this will at least set a default BPM should one not be selected for any reason. As far as what to do now, you can multi select all calls raised under the same catalog item and block assign them to the relevant team. Hope that helps a little at least.

Hi all, I have had an issue reported to me where analysts are unable to close tasks assigned to other teams, even though both teams support the service. I thought that adding the role 'Advanced Request Task Completer' along with 'Incident Management Full Access'' and 'Service Request Full Access' would allow anyone with those roles to close any task assigned to any team as long as both teams supported the service. I vaguely remember there being a thread about it but my brain has decided to have the day off and I cant find it. Any advice would be appreciated! Thanks Dan

@Victor Will do

+1 to this

Hi @NadeemMazhar Screenshots attached as requested

@nasimg I thought that as well but it doesn't seem to be closing them at all.

Hi all, I remember some chatter about the auto close node not working correctly but as far as I was aware this had been fixed. At the moment it seems that in our instance it is not working and the auto close isn't kicking in. I did have the timer set incorrectly to start (I had it set to two days, which I assume was keeping them open for 48 working hours or approx. 5 working days so have now set it to 20 hours for 2 working days) but have since changed that but it is still not closing the calls. Any ideas what may be going wrong here? Thanks Dan

@Chaz That sounds great. Will look forward to the release.

Hi @Bob Dickinson Yes I was talking about the standard reports. If we could restrict the reports to teams or roles that would be ideal. As an example; at the moment our analysts use the feedback as part of their annual performance reports so I have set up a report to show feedback scores and added two user input filters for date and user name. Obviously, anyone with reports access can run this but the output is used as part of their report so if I could I would restrict them to only being able to run a report for thier info only. Further to that our HR team is looking at using Service Manager also and the reports they will want to run will contain HR specific info such as employee ID number / pay grades / NI number which I dont want everyone to be able to see. Thanks Dan

Ok I will wait for an update on this then Thanks @Daniel Dekel

Ok, but once the task is completed the notification is redundant. Is there no way to filter out the completed tasks automatically?

Hi @Daniel Dekel Sorry, I meant in the My Activities pop out area.

Hi all, Are there any plans to add to the current reporting functionality? I would like to be able to assign categories to reports and then lock them down to certain teams. We currently have seven teams using Service Manager with plans for a further two to be added in the near future. Obviously each team will want there own reports and at the moment they are all in one big list with no view / edit permissions able to be set. It would benefit us to be able to assign reports to a group (via category or other means) and then assign that group to a team / role. I know that this functionality isn't available at the moment but I was hoping there were some plans on the horizon to add more functionality to the current reports system. Thanks Dan

Hi all, Is there a way of auto removing tasks that are assigned to a team once they are completed? Currently our Service Desk is using the API task scheduler and even though the tasks are complete they are not removed from the activities list. This is becoming a problem as analysts are losing their own tasks in the list. Also, on a side note, tasks created by the API scheduler are sometimes duplicated. There seems to be no rhyme or reason to when or why they are duplicated but again this can cause issues with analysts working on different copies of the same task. I know that in app scheduling is on the horizon but unless it is going to be released this week if someone could point me at why the tasks gets duplicated that would be great Thanks Dan

Hi @James Ainsworth Yes that is exactly how I was changing it. Once I clicked Overwrite it closed the popup and when I re opened it it had reverted back to the original value. Having tried it tonight however I have managed to get it to except the change. I am on my home PC using Firefox 54.0 and it worked ok. On my work laptop using IE 11 the options dont save. Weirdly in Chrome the option doesnt show up at all (is just a blank grey box) on either my work laptop or my home PC.