[Plans for "direct access" to reports and dashboards from Service Manager application?]

@Hornbill Support Team,

I've been putting together a couple of dashboards and it was only when I read this post from @Lyonel that it occurred to me that you need to be a full user before you can see a dashboard.

That seems a very expensive way of letting interested users see the performance stats. Even worse it looks as though I might need a full licence for every display!

[Conditional on Source?]

Hi @Gerry

I must be missing something REEAAALLLYYY obvious.

app.itsm.progressiveCapture.newSelfService is set to run a default PC. We've set up all of the services and the associated catalog items which defines the PC to run. Until now only the analysts were using this but as part of a much larger project we're launching self-service. Both self-service and analysts are being presented the same form. I haven't seen where you can set a different PC for self service.

Thanks

Doug

[Conditional on Source?]

I must be missing something REEAAALLLYYY obvious.

app.itsm.progressiveCapture.newSelfService is set to run a default PC. We've set up all of the services and the associated catalog items which defines the PC to run. Until now only the analysts were using this but as part of a much larger project we're launching self-service. Both self-service and analysts are being presented the same form. I haven't seen where you can set a different PC for self service.

Thanks

Doug

[Conditional on Source?]

If there a way I can have test if a PC was triggered by self service? Basically I don't want to allow the user to choose the priority when logging a request through the self service portal.

Thanks

Doug

[capturing and displaying time and date]

Hi @Gary@ADL,

I used to administer a Planet Press implementation where Regex was virtually essential! You can make date validation incredibly complicated but I'm using

(0[1-9]|[12][0-9]|3[01])[- /.](0[1-9]|1[012])[- /.](19|20)/d/d

This validates dd/mm/yyyy where dd is 01 through 31. mm is 01 through 12 and year is 1900 to 2099. It doesn't check for leap years or the wrong number of days in a month. Good enough for us.

I've not bothered validating times so anything can be added after the date. e.g. "13/04/2017 all day" or "21/04/2017 am only" or "21/04/2017 10:00am". It's not too difficult to write a regex to validate a time though.

Regards

Doug

[capturing and displaying time and date]

It would seem not. Dates in email template

It's frustrating as you need the date in UTC format if you want to use it as a variable but then it looks pants in the email. In the end we decided the email was more important. I've replaced the date/time control with a single line text box and use a regex expression to validate the data entry.

Regards

Doug

[Initial configuration of service Portal]

Hi @Steven Boardman,

Yes, that does make sense. I'd been given conflicting advice on using the same form in subsequent PCs. I've just added it and low and behold, it works!

Many thanks

Doug

[Initial configuration of service Portal]

Hi @DeadMeatGF

yes I have. It's switching to the correct ProCap which just collects the information specific to the Catalog Item.

I'm guessing here but I think this ProCap needs modifying to capture the Request Details as well just not sure how to do that without affecting the console.

Thanks

Doug

[Initial configuration of service Portal]

Ok, here's the initial part of the Progressive Capture

When an analyst logs a request they would be prompted for the customer, summary and description before selecting the service and catalog item to switch to the defined progressive capture.

When it's logged via the portal the customer information is provided automatically and the service details are provided by selecting the service and then the catalog item. The part that I don't have is the request details.

    

Hope that makes a bit more sense now!

Doug

 

[Initial configuration of service Portal]

Hi, Another day, another challenge

One of the long outstanding items on my to-do list is to set up the portal for our users. I've got it to the stage where it's displaying a panel of services. Selecting the service then gives a panel of all of the Catalog Items. Clicking on any of them jumps straight to the Progressive Capture defined for that CI which the console also uses.

In the portal the customer search is negated by the fact that the customer is logged on and the service Details is supplied by selecting the service and Config Item from the portal menus.

So the only bit of the puzzle is how do I get the Request Details????

Regards

Doug

 

[Editing non-common custom form fields]

Following on from my earlier query on editing custom fields, Could you tell me if the details form is specific to:-

1. The Service
2. The Request Type under the service
3. The Catalog Item or
4. The Request Type of the Catalog Item.

We used to just have services for what are now Catalog Items. That meant it was very easy to configure different custom fields for different services. We've now completed reorganising all of those services into 8 or 9 services and catalog items. Each Request Type can have a number of different catalog items e.g.

1. Service:- Desktop Hardware
   1. Request Type - Incident
      1. Configuration Item:- Device Non-Operational
         1. Custom Field A
         2. Custom Field B
   2. Request Type - Service Request
      1. Configuration Item:- Supply New Equipment
         1. Custom Field A
         2. Custom Field B
         3. Custom Field C
         4. Custom Field D
      2. Configuration Item:- Device Configuration
         1. Custom Field E
         2. Custom Field F
   3. Request Type - Change
2. Service:- Desktop Software
3. ....

In order to be able to edit the information gathered on a customised form I'm adding the custom fields into the details form. I'm pretty certain that the details form isn't specific to the service/request type/Configuration Item which means I can't collect different information for different Configuration Items.

If I use a custom form then the fields can't be edited later. If I use a custom form but use the field name custom_a, custom_b etc so they can be edited I can't then display/edit just the relevant fields.

Unless of course you know different...

Regards

Doug

[Can't change custom field labels in Form Designer]

Hi @Steven Boardman

I've found that be deleting and recreating the custom field I could get the displayed title as I want. I've not found any way to reorder the fields though so I'm having to delete all of the fields and then re-enter them.

Appreciate the help and guidance.

Doug

[Requests Won't Expire]

Many thanks @Steven Boardman,

It's just the absence of comment. on 3 or 4 posts Does that mean it's not been looked at or it's not being considered. A comment from Hornbill would at least let us users know it has been read.

Doug

[Requests Won't Expire]

Hi @Steven Boardman do you know if any notice was taken on my request to allow either a date (specific or variable) or a duration to be specified? As I've said a number of times the ideal would be to allow both date and duration to be entered.

[Can't change custom field labels in Form Designer]

Following on from the topic Error with new service raised by @DeadMeatGF I've been struggling with something similar. I've added a number of custom fields into the form but I don't seem to be able to change the label from Custom Field A to something more meaningful. I'm clicking on the View Details Form button and then the Design Button. before clicking the cog wheel to edit the field. I can enter a translation (into en-gb) but no matter what I do after that the label reverts!

Any advice?

Thanks

Doug

[Existing Process no longer working]

I've just been told than some of our processes have stopped working as well. After selecting the Service and switch capture something goes wrong and the process stalls. Even more weirdly I tested the process and it stalled but some others haven't had any problems!

Regards

Doug

[Improvement Suggestion - Date calculations]

I'm not sure if this has been read by Hornbill and discounted or not. Could I ask someone to provide an update?

Thanks

Doug

[Setting affected users in BPM]

Hi @Victor

Any suggestion when this might be resolved? I've added some of the basic users into contacts as a workaround but that's not practical for all of the accounts.

 

Regards

Doug

[How to handle an optional task?]

Hi @Bob Dickinson

That's not a bad approach. I'd sort of got myself locked into the user needed to resolve it but in reality it didn't matter.

Thanks for the advice

Doug

[How to handle an optional task?]

Anyone?

[Advanced Analytics - Net values?]

Thanks @Bob Dickinson

Much appreciated

[Advanced Analytics - Net values?]

Hi @Bob Dickinson Not quite. I need 3 lines, Incident logged, Incidents Resolved and logged minus resolved.

Thanks

Doug

[Advanced Analytics - Net values?]

I've been asked to provide a dashboard that shows the difference between incidents logged in a period and the number of incidents resolved. Is this possible?

Thanks

Doug

[Change Management - Adding a Custom field to the Request Details]

And have you checked the properties? Click on tiny little cogwheel next to the field and then check "Show the field in view mode even if the field is blank".

Regards

Doug

[How to handle an optional task?]

We've created a service and CI for forward notice incidents. I've set up an authorisation task with options to send a draft copy of the notification email to the customer or approve the email for distribution as per the workflow. If the forward notice is a long way off then the incident is put on hold until nearer the time.

I'd like to modify the process to allow the notification email to be resent at any time up until the incident is resolved. There in lies the rub a request can't be closed while activities are still open. I can't figure out the best way so I'd really appreciate any suggestions.

Regards

Doug