DougA

Thanks Steve, That makes sense. Just one more little thing Lets say I've a pc for all Hardware related CIs. For the most part they're follow exactly the same process but in a couple of instances we do need to collect a bit more info, e.g. warranty info for equipment failures or required date for a new device. Is there a way to branch on the Service Name in the CI procap?

Definitely making progress! However, having a ProCap for each CI could become unmanageable very quickly. Is there a way I can check the serviceName or catalogProgressiveCaptureId in the node I'm switching to?

I'm exporting the data at the moment through the reporting tool and then processing the raw data in Excel pivot tables. Because we're a small department I'd really like to automate at much as possible especially repetitive tasks such as monthly reports. The existing report writer doesn't deliver what the customer is looking for. e.g. a list for each request type of categories with count of requests ordered by the count in descending order.

For some of our reporting it would be considerably easier to use either MS Access or MS Excel. Can I set up an ODBC data source to it? If so, what would the settings need to be?

I'm continuing to explore various options and the CI does look promising. However, is there a way in the Progressive Capture to test which CI has been selected?

There certainly should have been!

Hi I'm getting this error message. I'm guessing but it suggests to me that there's a decision node that doesn't have a matching value. I've gone through them quite carefully but I'm still getting the error. Can anyone suggest where to look? Thanks Doug

At the moment our Change Management BPM has the email recipients and authorisers explicitly named. Ok, it works but whenever there's a change to the Change Manager or the CAB the BPM has to be edited with the new persons. That's just adding to my workload for what should a quick and simple admin task. There are roles for CAB Approver and Change Manager which would be perfect if I could use them for the authorisation and emailing. The system admin could manage the role and the BPM wouldn't need to be edited. BUT... I can't see a way of using the role as the authoriser or the target of an email! An alternative would be to use an Organisation type Team but again I can't see a way of emailing the team or setting the team as the authoriser. Any suggestions?

Thanks Steven, I can now see the list of services is limited to those that the analyst support. I've still got the problem that they're seeing every single service in each request type. Thinking laterally, each service and CI is assigned a BPM in each request type that's active. So if they shouldn't raise an Incident for "Add new user" the BPM would be left blank. If I'm reading it correctly app.requests.defaultBPMProcess.incident specifies the BPM to use if it's left blank. Could I create a BPM that forces the analyst to select a different service? I couldn't see a way to suspend waiting for service so I'm hoping you'd be suggest something.

I've explored the notion of using CIs but I've found that the service is still displayed even if there's no CIs for the request type. The ideal solution would be to only display services that are relevant for the request type. I haven't checked but I think every analyst can see every service even though they have no responsibility for them.

shouldn't it be SUBDATE(current_date, INTERVAL 1 DAY) Regards Doug

The services we supply are in most cases only relevant for a specific request type. Is there a way to display only the services that are relevant to the current request type? I can see that I could set up Configuration Items under each request type but it doesn't preclude the analyst from selecting the main service item.

The simplest scenario I can think of is when logging an Incident which will normally only consume the helpdesk service. There's a few other instances where the data being collected in the PCW could need to be allied to a their own service. If the service is predefined as it is in these cases then we'd prefer the analyst not to be able to selecti a different one. We've a large list of services that we're using for Service Request. The app.email.routing.rules.default.service.IN ( The default service to use when logging a new incident ) is already set to the service we want to use. Hope this makes sense!

That's just it, we don't want the user/analyst to alter the service! For certain types of Incident we want to set the service and not allow the logger the option to override the assigned service. I can't find anything in automated tasks, am I looking in the wrong place?

I think I've got to the bottom of it. It looks as though I need the service. I'd noticed that I didn't have a HUD although older ones that did have a service selected did display the HUD. I added the form Select Service back in and All I've got to do now is find a way to assign the correct service to a request(Incident).

I'm not sure if it's something I'm doing wrong but it looks very much as though the service is an essential field. If I don't include it in the progressive capture then I get some unexpected results. The HUD isn't displayed and it would appear that the BPW stops as well. Now, for certain types of Incident we want to set the service and not allow the logger the option to override the assigned service. I can't find anything in automated tasks, am I looking in the wrong place? Your help is much appreciated. Doug

When logging an incident our analysts are prompted for the default priority in the progressive capture form "request priority". I've then got a customised form "DataEntry" collecting some further information which I want to use to change the priority. In the Business process workflow I'm using the automated task Entity->Requests->Get Request Information->Request Questions followed by a Decision Mode with a Custom Expression testing formid "DataEntry" answer 1 and well as a No Match condition to determine which priority is selected by automated task Entity->Requests->Update Request->Priority. However, the priority isn't being changed. There is another customised form in the PCW so I've also tried using Answer 3 4 although as I've got a no match branch is shouldn't make any difference. Am I missing something obvious? Thanks Doug

We're realigning our service desk to be more in line with ITIL. One of the major changes in process for us is setting an Owner (ITIL speak) for each request so the customer will have a single point of contact during the life of a request regardless of who the request is currently assigned to (owner in Hornbill speak). We do need to be able to change the owner and filter the request list on the Owner. I did wonder if I could do it with a connection but I couldn't figure out how to assign the logger as the default value. Got any pointers? Thanks Doug

That's a very interesting thought. Maybe I've been looking at this the wrong way. I'd added a category structure so I could start getting some analysis of reported issues. In Profiles, Request I've created top level entities for "Incidents" and "Service Requests" which then have major categories (hardware, desktop apps, corporate apps etc) and sub-categories (workstation, Mobile Devices, etc) and finally what the user is having difficulty with. e.g. No output on monitor, won't turn on, poor performance etc. My predecessor had created services of "Incident" and "service request" which seems pointless except that you can set the request category level for each request type thus only offering a subset of the categories during data entry. Is there a way to set the Service in BPM in a similar way to the category? I'd been planning on using services for service requests but not for Incident Management as we feel that would be pre-judging the incident resolution. Thanks Doug

That's a very interesting thought. I'd been planning on using services for service requests but not for Incident Management. Is there a way to set the Service for incidents in a similar way to the category?

In services, request configuration it's possible to set the Request and Resolution Category Level for each of the request types. As we're a mere babe in arms on the maturity model we're not using services (yet) so the Progressive Capture doesn't request the Service. As a result the category drop downs are giving every option and not just from a level. Is there a way to set the category level without using a service? I've set app.itsm.progressiveCapture.newIncident and app.requests.defaultBPMProcess.incident to use the correct scripts but I couldn't find an option for the level. Hope that all makes sense Regards Doug Antill