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Keith

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Posts posted by Keith

    Mail routing to team

    in Service Manager

    Posted

    Hi, Just wanted to ask a quick question regarding how the mail routing to a team is designed to work.

    I set a specific team to allocate to in my mail routing config (se below). 

     

    image.thumb.png.1c85fb5cd8653ee141e59ac15218d7e7.png

    However this is overridden by any team allocation in the BPM. Does this make it pointless to set any team within the Routing template?

     

    image.thumb.png.1569360fcb553f63b4441f943c7fae62.png

     

     

    Trigger email from Due Date in BPM?

    in Service Manager

    Posted

    I need help in figuring out how I can implement the following.

    I am trying to implement a process to gather UAT testing. A user must provide UAT testing within 5 days. However, I want us to be reminded to chase the user at 3 days.

    My intention was to have a task that has a start date, a due date and an expiry.

    Start is immediate

    Due would be 5 days

    Expiry would also be 5 days.

     

    Ideally I want to send an email to the request owner at 3 days. BUT I don't see a way to have a custom expression to that can do this.

    What other options do I have? 

    Can I set an expiry that is earlier than the due date and use the expiry to trigger the email? but still leave the task available to choose an outcome after the expiry?

     

    I could consider breaking out into more actions/steps but I will need to be able to report on whether we completed within the due date, therefore think it will be much easier to do this if everything is contained in one task.

     

    Thanks for any help you can offer.

     

    Refactoring for API hardening

    in Service Manager

    Posted

    8 minutes ago, Victor said:

    @Keith we can help you there to migrate using latest tools :) ... just ask, we’re always here for you :) ... and is a lot easier and seamless than one would think :)

    @Victor Thanks for the offer. I'll need to have an infrastructure colleague reach out to you who can decide where the utility will live. I have no access to these locations and/or AD setup. Thats were the resource constraint comes in. 

    Source Email Details' Hornbill Automation

    in Service Manager

    Posted

    Can someone expand on what this automation provides? I assume this in only for the initial email which generates the request and that this works whether a request was raised directly via the email from the mailbox or auto generated via mail routing? 

    What details can be retrieved? And is there any way to retrieve specific information from the mail subject or body for use as part of the process.

     

     

    Removing Teams no longer in use

    in Service Manager

    Posted

    1 hour ago, Victor said:

    @Keith all I can think of would be perhaps just change the team name in admin tool and add to display as "Team Name (Retired/Do Not Use)" sort of message... given that all assignments were disabled the team won't appear in any requests but it will still be visible in admin tool, on teams supporting services, in business processes...

    Thanks @Victor  - I'd add reporting to those areas where this is visible also. 

    Removing Teams no longer in use

    in Service Manager

    Posted

    4 hours ago, Victor said:

    You can actually... just disable assignment for it for all users in that team and that team will no longer appear is the assignment drop-down list... Home - Applications - Hornbill Service Manager - Configuration - Service Desk

    This is good to know @Victor, I hadn't appreciated that.

    Do you have any tips in marking the team as no longer used as it will still appear in the organisations area in admin (for anyone looking)? 

     

     

    Removing Teams no longer in use

    in Service Manager

    Posted

    I would like to remove a team which is no longer in use. All open and on-hold requests have been reassigned to an alternative team.

    In speaking to support they advise that even all closed requests should be reassigned to an alternative team. However, I see that this would have a couple of issues:

    1. This would have an impact on past reporting
    2. How would this impact the request owner, since the alternative team assigned may not have the same team members?

    I can't leave the team in place as I fear it will be incorrectly assigned to (we have some services which are open to all teams).

    One major concern, is what would happen if a user reopened a resolved request (which I have not reassigned).

    Would it be possible in future to mark teams as archived so that they are inactive and provide an alternative team for assignment purposes.

     

    Regards

     

    Keith

     

     

     

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