[Setting dates when putting request on hold]

Is there any way round this? I really need to be able to put an incident on hold until a given date. As I said adding the base date into the date calculation form would make this incredibly useful.

[Setting dates when putting request on hold]

We're trying to automate (or at least streamline) some of our processes and I'm struggling a little. We receive outage notifications from our 3rd party suppliers with date/time start of outage and either date/time of restoration or duration of restoration. We want to put the request on hold but the on hold period doesn't allow a date to be entered at all, only a duration from now. Our next thought was to create a task which allows a date to be entered or a period from now.

Neither really works, the ideal would be to have start date (defaulting to today) AND duration. Calculate the date from the start date plus the duration. For instance if the outage is starting on 14/2/17 enter that as the start-date. If the duration is -1 week this would set the task start date as 7/2/17.  Hey presto we have a warning notice!

Any thoughts?

[Customer Email notification of successful resolution]

@VictorIt would be great to have some limited interaction between the user and a BP through emails. I saw in the email template that you can add buttons and checkboxes but I couldn't see what they are meant to achieve but it would be cool if the rule expression could evaluate the values contained.

[Customer Email notification of successful resolution]

Currently our BP email users when the analyst resolves an incident but we rely on the user contacting us to advise that the incident is successfully resolved. We do close the incident on expiry of the action. I'd like to automate the process so the user can simply reply to the email after selecting a yes/no choice. Either a vote or embedded buttons.

I haven't been able to find in the Forums or Wiki. Has anyone ever done anything like this?

Any tips on how to set it up?

Thanks

Doug

[Can't get Switch Capture to Work in Incidents]

@Steven Boardman Changing the name to something completely different does indeed provide a working solution. Perhaps it's latent OCD but I did like my naming convention

We're up and running now. Thanks for the help.

Doug

[Can't get Switch Capture to Work in Incidents]

@Steven Boardman

I'm not entirely sure what you mean by similarly names PCs. However, the app.itsm.progressiveCapture.newincident was set to "Live - Incident Management". I copied the PC, saved it as a new name and changed the setting accordingly. After logging out and back on again we found it made no difference.

Doug

[Can't get Switch Capture to Work in Incidents]

@Steven Boardman I've just tried it through the generic Raise New and that has worked perfectly. If I choose the Raise New Incident it fails.

Change Requests seem to work correctly through the generic or specific Raise New.

@Mohamed We're up to date running Server Release build 2685 and Administration Release build 520. Here's a snapshot of the CI configuration.

Thanks

Doug

[Can't get Switch Capture to Work in Incidents]

Is there anything I can do to get this resolved?

[Can't get Switch Capture to Work in Incidents]

@DanielRi @Bob Dickinson

Hi Gents, Thanks for all the help but it's still not quite right. I've removed the "Select Service" form from the target process. In the parent process I changed the decision from testing for the CatalogProgressiveCaptureId not set to a test for Not Found.

The switch to the target process is working BUT the data is not being transferred from the parent to the child. This the form prompt immediately before the switch.

And this is when it's in the target.

Just one more possible clue, the transfer occurs the moment the CI is highlighted and not when Next is clicked.

Regards

Doug

[Can't get Switch Capture to Work in Incidents]

Thanks for the suggestion but I think I do need to use the service details form in the target process as well. That's what I'm doing in the Service Requests and it works in there.

However when I tested your idea it did give me a little more info. After the switch to the target process the information panel on the right was completely blank. It had lost all of the values captured in the main form.

Does that give anyone any ideas  of where  to look next?

Thanks

Doug

[Can't get Switch Capture to Work in Incidents]

Thanks @samwoo

Here's the decision node details.

I was pretty certain it was but when someone mentions you suddenly think it might not be. Rather like being asked 5 miles from home if you've turned the gas off!

Anyway, I've checked and yes, it is set to the catalogProgressiveCaptureID.

It appears to be switching to the target process but that's where it goes wrong. It redisplays the services form which it shouldn't be doing.

Thanks

Doug

[Can't get Switch Capture to Work in Incidents]

I've implemented Switch Capture in Service Requests to great effect. I've been able to add context sensitive questions into the ProCap. Our analysts are finding it much quicker and easier to raise service requests which is great.

So I decided I'd start implementing it for Incidents as well but it isn't working. Here's the section from the ProCap.

And this is the first part of the ProCap it's switching to.

It seems to reach the target process but then the screen seems to flash through a number of tasks and before finally displaying all of the CIs for all request types.

Any suggestions as to what I'm doing wrong?

Thanks

Doug

[Human Task - can't see all of the groups]

@Martyn Houghton

I KNEW it had to be straightforward! Thanks for the direction

Regards

Doug

[Human Task - can't see all of the groups]

I'm adding a human task into one of my BPMs and want to assign it to a group. I can't figure out why it's only showing a subset of the groups. I just know it's going to be obvious!

[Setting Service?]

Giving this even more thought

Another solution would be the ability to define the default value/visibility in the form as per custom forms.  

[Setting Service?]

We'd really like to be able to enforce the service for Incidents, known errors, problems and changes. It's our intention to implement SLM but doesn't that makes it much more important that the correct Service is selected?

There are settings for the Incidents and Service Requests default service on email routing. My thoughts were to add settings for the default service for each request type. If a choice is to be allowed simply include the service form in the pro-cap. Could I make a formal request for such a feature?

Many thanks

Doug

[Email Routing BPM]

@Victor That's worked. It's now processing correctly!

Many thanks

Doug

[Email Routing BPM]

Hi @bob_dickinson

This BPM is now unique to incoming email routing. I've removed the suspend and the error is still on the 1st task which is now the Get Request Details,

I'm sending test emails to the support-hantsfire@live.hornbill.com  but when I try to view the created incident I get this error message.

Hope that helps!

[Email Routing BPM]

Any other suggestions?

[Email Routing BPM]

Hi James,

Yes, they are exactly the same as you've highlighted. Just to reiterate, if I delete the Suspend then the BPM errors on get request details.

Thanks

Doug

[Email Routing BPM]

I'm working on implementing email routing. My starting point was to take our Incident Management BPM but I've found that the automated tasks  fail as per this error message.

This is the BPM I'm using. Really all I need it to do is set the category, priority and assign the request to the Engineering group but it always fails on the very first Automated Task.

I'm really hoping this is me being a dummy (again!)

Thanks

Doug

[Create an ODBC Data Source for DB]

Thanks Gerry,

Not what I wanted to hear but that's life. I think I'm going to have to schedule a monthly extract of all of the data. Then I can use a proper reporting tool to split it up for each recipient and email them their section. 

I have to generate the performance statistics, extract the incidents, service requests and change management for each watch (4 per fire station), and a station summary to the station commander for 36 stations. It's simply too much to be handled manually.

[BPM Error - No Matching gotoIf found]

It was self-inflicted. We'd modified the BPM and then edited the details using values that weren't in the earlier version. Simply changing the details back to the values the earlier BPM used sorted it out. It was only after I'd extracted a selection of requests that I realised each version of the BPM is saved and referenced from the requests record.

[Create an ODBC Data Source for DB]

I appreciate everyone's input into this. However, I would use Crystal Reports if only I could get a connection to the db! I know there's an ODBC connector for MySQL, I've used it before to provide a live link to data. A few minutes searching confirmed that there's one from MariaDB as well.

Is there a risk that someone could write a poorly optimised sql query? Possibly, but couldn't I do that through any of the SQL tools you already provide?

We're a small team and we need our management tools to be as admin light as possible. The reason for asking is to reduce the amount of time I'm spending on creating reports. Go to the reports and download the extract. save it, import it into whatever tool I'm using, invariably I then have to tweak the data before I can generate a report. Now extrapolate that by the number of reports required and that's a chunk of my time gone. For us (and I suspect many others) to have end-user ready reporting automatically created would be a god-send.

Please could I make a formal request for ODBC connectivity to be made available?

Many thanks

Doug

 

[Only show Services for Request Type]

Hi @Martin

I've achieved this by branching back to the Service Form if the catalogueServiceItem is not set. You can't proceed until you do select a CI. In the snippet I've attached I've included a condition to determine if the CI is to be checked.

Regards

Doug