Dan Munns

Hi all, I have sorted out the LDAP import to complete the above (thanks @conorh) However I am now looking for a way to remove users from the group should the need arise. I can see a way for the LDAP to remove items from user profiles in service manager, only update them. As this is used for delegated authorisers the auth/not auth tag in AD will change and mean that the user needs removing form the authoriser group in service manager. I am hoping that this isn't a manual process as I get the feeling that this will not get maintained and negate the auth process I have created for us. Any help gratefully received Thanks Dan

@conorh Thanks I have sorted it out now. Cheers Dan

Hi all, I am looking at service catalog subscriptions at am wondering if there is a way to add users to a team/dept based on a custom AD field as well as add them into their normal day to day team/dept We currently have around 200 users who can raise requests. This changes constantly and I don't fancy having to keep lists of users up to date per service. What I was hoping for was something along the lines of: User account in AD has HR as Dept and Payroll as Team so they are added to the correct dept and team on the LDAP update. User account has 'Authoriser' in custom field 1 in AD so they are also added to the 'Authorisers' team which is a subscriber team for service requests and staff changes. I feel there must be a way of doing it automatically as having to maintain multiple lists of subscribers to all services is a lot of work and would end up being a constantly running maintenance task for at least one of the service desk staff. Any pointers / assistance appreciated Thanks

Hi @David Hall, The issue seems fairly sporadic with some calls being fine and others displaying the above behavior. Others seem to display the resolve timer but not the response timer. I will pass the details of the next call that it happens on it that helps. Thanks Dan

Hi all, I am starting to look at the change requests as the request of our security and change guys and I have come unstuck at the first hurdle. I have set the procap and BPM in the settings app.itsm.progressiveCapture.newChange and app.requests.defaultBPMProcess.change and the service I have created also have the BPM set. However no matter what I do it will not use the correct procap form or use the correct BPM. I have all the rights to deal with the change requests but can't find where I am going wrong. The wiki is no help with this either. I am sure it is something simple I am (not) doing but cant for the life of me work it out. Any help? Thanks Dan

Hi all, I have just changed our BPMs to add a human task to check the validity of an 'Emergency Request'. The timers now do not work correctly and a call I have just logged and closed has been marked as failed both response and resolve SLAs. Response time = 1 hour and resolve time = 10 hours. The time the timers would have expired is marked correctly, just marked as failed. Any assistance welcomed Thanks Dan guest-wifi.bpm.txt

I have a report which just shows calls which have breached the resolve timer (although it could easily be modified to show response breaches) I just add the columns requests.h_withinfix and requests.h_withinresponse to the selected columns and under filter add a filter of h_withinfix value does not equal 1 which will show you all the tickets which were not resolved within the resolve timer. The output of the report is previewed in the attachment. Obviously this will only show you the calls which have breached and not how long they breached by so depending on your CSI process it may be less helpfull then you need. Hopefully that helps somehow though.

I believe that h_itsm_requests->Request Resolve Seconds is the amount of time, in seconds, the SLA can run before it breaches. If I run a similar report all my P4s are set to 72000 seconds, or 20 hours, which is 2 working days on my desk. h_itsm_requests->Request Resolve Time should therefore be the amount of time it took to resolve the call, again in seconds. Finally I believe the resolve timer ID is just the ID Service Manager gives the resolve timer for a given SLA/Priority. So P1 resolve timer might be 8526 and P2 might be 8527 etc. As far as averages go I think you would have to either do a graph or some manipulation in Excel or similar to get what you are after. Hope that helps a little. Dan

@chriscorcoran thats ok. Even if the call wasn't raised via the portal they can still do the feedback on the portal (as long as they have the relevant role) The link is set out like: service.hornbill.com/INSTANCENAME/servicemanager/request/view/{{.H_pk_reference}}

I have added a link to the email which takes them directly to the portal page to complete the form. As far as I am aware there is no way of using email to do the feedback form within Service Manager.

@Tina.Lapere The setting to enable role additions to existing accounts is: "UserRoleAction": "Both", which is on line 5 and allows roles to be added either on creation ("Create") or on update ("Update") or both as mine is set The roles section in my LDAP looks like this: "Roles":[ "Basic User Role", "Self Service User", "MyLibrary Portal", "Self Service Request Cancel User" Hope that helps Dan

@Tina.Lapere I have added the role to our LDAP update to add it to all user accounts during the nightly update.

Hi @Ehsan My point regards the auto description was the fact that as the system inputs a description surely this would cover the 'description required for cancellation' and if the call is closed by the BPM it should still cancel correctly regardless of the setting? I will raise a defect ticket as you suggested. Thanks Dan

Hi @Ehsan I have disabled the option you mentioned and the BPM now works correctly. However looking at the time line the system always automatically adds the cancellation description anyway as below; "Reason supplied: The request has been cancelled by the business process engine" Also with the option disabled I still have to input a description when manually cancelling a call so I see no change other then the BPM now works again. Any ideas there?

Hi @Steven Boardman I have tried both refreshing and waiting (upwards of 5 minutes) and even though the email is sent (sometimes taking a couple of minutes, as long as 9 minutes though) the call is still shown as open and the BPM appears to have stalled. This was all working and I only tested the call to make sure the procap showed the correct info after a change. I have tested with and without the setting you mentioned enabled and there is no change in the behavior, the call still fails to cancel. The only error I can find around the same time (although it is 4 minutes after) I log the ticket is: 97 14/03/2017 21:51 error process 15592 Corresponding folder for /apps/com.hornbill.servicemanager/flowcode/fc_bpm_evt/fcindex.xml not found: The system cannot find the path specified I can see the email is set correctly via the log at the time I create the ticket (less than 1 minute difference) I can also see success messages for update closure category and for set request status closed but it just isn't having any effect on the actual ticket. Thanks Dan

@DeadMeatGF You are correct. The owner will also be the authoriser and maybe added to the call. Also our cost centres are numbered as well as named ie IT Infrastructure and Networks - 34567 so adding the owner as well (whos name could also be quite long) would probably exceed the limit in some cases (or at least push the text off the end of the screen or something) Add the fact that some cost centres have multiple owners and some owners own multiple cost centres it can be a pain.

Thanks @James Ainsworth

Hi all, I have an issue with calls suddenly (this used to work) not being cancelled by the BPM. My BPMs are all set basically the same at the start and part of the BPM is to check the user account of the customer and see if they are authorised to raise requests. This is done by us adding 'Authoriser' into custom field 1 on each account. The decision node works (slowly) and my test user received the 'Your call has been rejected' email, however the call is still set to 'New' status when the BPM should have marked it as 'Not Authorised' closure category and cancelled the call. I cant see why the BPM is stalling and there is not log that I can see which would explain it. As I said this used to work and I have made no changes to this area of the BPM (I have added the human task to check to see if it is *really* an emergency request or if the customer is just trying to pull a fast one) Any ideas? new-starter.bpm.txt

Yes so basically replacing the API scheduler with an included GUI interface rather than an external app. That's cool, thanks for the update.

Hi @lee mcdermott You need to make sure that mail.autoresponder.enable is enabled. You can find it under System>Settings>Advanced in the admin console.

Hi @Gerry Any movement on this yet? Thanks

Hi all, I have to add a new process into our new starter BPM and it is causing me some headaches. Basically all new mobile phones are now paid for by the cost centre who the new staff member is working for. In our procap I have added a simple list of all our cost centres which they need to select from (so far so easy) I also need to know the cost centre owner (which the end user may not know, so asking them is not feasible) So I was going to do another simple list of cost centre owners but cant see a way of adding the info to the call in a way which means the analysts can see it as part of the call info (preferably the questions). I was hoping to do some flow code similar to how I update the call summary with the new starters name but cant see where I can add the info where it will be useful. I assume that I cannot append the question answer with the additional info. Is there a way I can (in the procap) have the answer they select automatically populate another field on the same form with the owner? Or is there a simple way of adding the cost centre owner info into the call? Thanks Dan

Hi @James Ainsworth Please see attached for my setup at the moment. Suspend assign - used to focus automatically but now doesn't. Setting are unchanged from when it worked. Suspend priority - auto focus works (the call is set to the priority page) Do I have to go through all my BPMs and manually change the suspend nodes in each one? I haven't changed anything and it used to work as per my original post (ie they all auto focused on the correct action) Thanks

Hi all, Last week I noticed that auto focus for 'Assign' from the BPM isn't working correctly. The only way we know what the BPM is waiting for is if I have set up checkpoints for the next steps. All of the focus options in the BPMs are set to auto and they all used to work. I was hoping that the update today would fix it but sadly not. The same behaviour happens in Chrome as well as IE and only seems to impact the 'Assign' function. Auto focus works for 'Priority' but once priority is selected it should move on to 'Assign' but doesn't Anything which stops me having to set all my BPM focus manually will be greatly received Thanks Dan

Thanks for the clarification @Steven Boardman