Dan Munns

I believe that you can set the newly created users a default password when they imported via the LDAP. You can set the LDAP to make changes on update and on creation so may be able to set passwords for users who have never logged on then, even if they have been imported via the LDAP tool before (I would just be careful with the LDAP tool as one of my engineers set a switch which then set all the LDAP imported users to 'Basic' and I had to log in with sysadmin to set all the 'Users' up again. Other wise you can set the password via the Admin console.

Hi all, I want to add a label to one of our PC forms but the BPM relies on a couple of questions (1 and 2) to add info to the call and decide if the call is an emergency request. I am currently unable to modify the custom expression to change the question numbers from 1 and 2 to 2 and three. I click through to the question I want to select, the field changes to the correct question but as soon as I click off the box it changes back to the original config. The box is also greyed out. If I delete the link and re-create it, it defaults to Last Node and again I am unable to change it. I have all the access rights so I am unsure of what to do and I don't really fancy rebuilding the BPM from scratch to add a form. Help please!! Thanks Dan

@Victor as requested... The reason it needs to be connections is due to the fact that we use the 'Email Connections' node to make sure all interested/impacted parties receive the resolution I also like @samwoo idea of being able to add groups / roles / teams etc to the list. it-security-soc-alerts.bpm.txt

@Victor can I request that this is looked into for development as a matter of urgency please? We have a number of senior staff and board members who need to be kept up to date on some tickets and having to add them all manually will be fairly time consuming for the team of one who is responsible for those tickets.

@Victor yes. It once he selected IT Sec > Sec Report it flashed like I was going to move on but then sent him back to the Services screen with the message that 'This selection is mandatory' or similar, like he had tried to just skip it. I have attached the PC and BPMs for your expert perusal to make sure it isn't something I have done. security-report.bpm.txt suspected-phishing.pcf.txt

@Victor is there anything in dev to change it? Seems like a big limitation considering you can do it from within a ticket.

@Victor so the setting is off (which I assume is correct for what I want to do) however when a member of the service desk tried to log a security ticket it allowed him to select the service in the 'Select Service' PC but then kicked him back to the same screen once he has selected the IT Sec service so wouldn't let him log a ticket against it. Any ideas? The joys of Go Live day........

Hi all, Is there a way to log a ticket against a service you don't support? For example, our IT Service Desk receive an email which warrants a ticket being raised to our IT Sec team. Service Desk don't support the IT Sec service due to the sensitive info contained therein Service Desk (at the moment) have to raise the ticket as a normal IT Incident as they cannot log tickets against services they don't support Service desk can still see the ticket info (which may be inappropriate) as they support the IT Incident service Is there a way of allowing call logging against a service you don't support? I am aware this may seem like a 'fire and forget' thing but as long as the BPM is set to assign the call to the correct team I don't see an issue. Thanks Dan

Hi all, I am trying to add 'Interested' connections to a certain call type via the BPM but can only add full users. Obviously if I were to do this in the call itself I could add them but for fear of missing someone off the list I want to automate it. Is there a switch somewhere or is it a BPM limitation? Thanks Dan

Hi @NadeemMazhar Will this scheduler app encompass the reporting functionality? I was under the impression that it was just going to be a way to raise scheduled tasks similar to the API tool Thanks Dan

Hi all, Is there a way of automating reports at all? I was hoping to be able to email certain reports at certain times of the day / week / month like we could in Supportworks I was also hoping to be able to lock reports to a role or user name but I don't seem to be able to do that either As it is Friday I may just be having brain issues though. Any help would be appreciated Thanks Dan

@Victor I know it cant be done at the moment, I was just hoping there was a positive update on my request from Dec...

@Victor I have added a checkpoint called 'Assign Category' to the BPMs but as people are unsure where to go to set it they are just leaving it off and clicking through the ticket with the action buttons. This in turn is meaning that tasks are not generated as the BPM is till waiting for the category to be set. I was hoping for a way of making it a little (or a lot) simpler to set the category from within the call in the first place, not necessarily a focus. It is only an issue when the user logs a ticket via the portal as the PC or the desk side incidents (analyst logged) contains the category form and all of the service requests auto fill the category within the BPM. Thanks

Is there any update on this request? The way we have to currently assign a category to a call is meaning that some calls are getting closed without a category as people do not know where to select it. I have carried out a number of training sessions with all the teams which use Service Manager but as our go live is (finally) rapidly approaching I would like to be able to have it auto focus and present the list in an obvious way. Thanks

I don't have a service request PC. The PC I have posted doesn't have a switch node in it. It all worked fine until I added the extra forms in for permission levels for the two applications. Thanks

No, as in the drop down menu in the live.hornbill.com view Staff Changes > New Starter refers to the catalog items selected once you have selected the Service Request option.

It works ok if I go through the service portal to start the form. If I select Raise New > Service Request > Staff Changes > New Starter from the hornbill.live view it skips. I have attached the procap option I selected. It has missed the permissions form under Aurius and it has missed the Respond permissions form as well.

Ok so trying it again after lunch it works fine if I start the procap via the service portal but still doesn't work correctly if I set off the procap from Request List > Raise New > Service Request > Staff Changes > New Starter. I have no idea why it has started working in the portal as I haven't changed anything but got confirmation from the application owner that the form was working ok in the portal for them so I tried it again and it works for me also.

It makes no difference is I start the procap from the service portal or from Request List > Raise New > Service Request > Staff Changes > New Starter.

Hi all, I have made some changes to our new starter procap to add in some new systems and permission levels, however once the top level form is selected the procap skips the next two forms. If I click 'previous' in the procap it shows the two forms that it has skipped. The forms are all set to 'Never Skip Form = True' so I don't see why this is happening. Any help? I have attached the procap form. Thanks new-starter.pcf.txt

Hi @James Ainsworth Thanks for those options. The email alerts are logged from Solarwinds and other automated monitoring tools (SQL jobs, Link availability etc) and don't require a customer to be logged against the ticket. Some of the tickets raised will need input from multiple teams (usually one of our 3 dev teams and infrastructure if not service desk) and so the second option wouldn't help much I am afraid. Would it be possible to raise a change for a toggle option to be added to the services (as there is for the portal) to enable/disable the services shown in the service desk views? Thanks Dan

Hi @Chaz Apologies for the delayed response but I have been on annual leave. I have updated to the latest SM and still it will not focus on 'Assign Analyst' The previous checkpoints have all been completed and it isn't sat waiting for anything that I can see. I have attached the BPM and screenshot. Thanks Dan stb-incident-desk.bpm.txt

Hi all, Is there a way of changing the default view of the service list when selecting a service when logging a call (shown in attached image)? If not is there a way to hide certain services from both portal and service desk views? I have a number of email logging services which show up when the analysts are logging calls, the only way to hide them that I can find is by only showing our IT Services service as the email alerts are set up on a different service. This would be fine but I cant find a way to set the default view to exclude the email service. Hope that makes some kind of sense. Thanks Dan

Hi @James Ainsworth Has there been any movement on this please? Thanks Dan

Ok thanks Dan