Jump to content

yelyah.nodrog

Hornbill Users
 View Profile  See their activity

  • Posts

    371

  • Joined

  • Last visited

  • Days Won

    3

 Content Type 

Posts posted by yelyah.nodrog

    Hiding the ability to assign to owner

    in Service Manager

    Posted

    Afternoon,

     

    Is there a way to hide owner assignment only on a ticket. When we use the Assignment node on the intelligent capture, you can make owner assignment mandatory or not but you cant hide the ability to assign to an owner and only show the team option.

    Is there any way around this?

    image.PNG

    Removing access to close tickets

    in Service Manager

    Posted

    Our Assistant directors have made a request to remove access to close tickets from ICT teams. When i look to remove this i can see its in the Incident manager User role and Service request users role. 

    Both of which are system roles that cannot be altered. Short of me replicating this role but removing the closure access and then changing this role for 180 users how can I go about fulfilling this request?

    image.thumb.png.5cb74ff27d1767d89196dbcf3b69e975.png

    image.thumb.png.d74b0d9036b047fa7cfa412a589e9704.png

    Many thanks

    H

    Escalation Process

    in Service Manager

    Posted

    @Steve Giller Is there another way to determine if a team leader is set or not? I have tried setting the TeamLeaderID into a custom field ahead of time and using that to determine the path however that does not work either becasue apparently it never holds a blank value and if there is no team leader it puts in [object Object].

    So this is going to be the issue with my TeamleaderID is set. as its always set with this filler data. Also I cant even clear out the information from the custom field at the end as blanks don't work and neither do nulls. I saw a workaround from someone using wiki markup to make it look like its blank but that's not really what we want either.

     

     

    Escalation Process

    in Service Manager

    Posted

    @Steve Giller

    In that case, as you can see for the team in question team leader is NOT set. There is no membership of Team Leader. 
    image.thumb.png.6492ba3521a77385b564c3444a5f6cd6.png

    This is the team the ticket is assigned to:
    image.thumb.png.3719aff9750864950536770ee57bd5b6.png

     

    When I run my Autotask , I have simplified the branch to just be this for yes:
    image.png.eb688950bcf2d2a9db33898dcde1414f.png 

    and put in no match for my other branch, but its still trying to send the email on the yes team leader is set route. Is that not something wrong with that field in general at this point?

    Log: 

    .458932s INFO Decision 'Team Leader Set?' (id=decision-718bf829), evaluating 2 branch expressions
    1.458940s DEBUG Evaluating expression: '(global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='')'
    1.458944s INFO Expression matched: [(global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='')], forwarding to target node: flowcode-3498504a
    1.458968s INFO Process Flow Transition from 'Team Leader Set?' (id=decision-718bf829, type=Decision) to 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation)
    1.473411s INFO Execution Step: currentStage='s1', currentNode='flowcode-3498504a', suspended='false'
    1.473428s INFO Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
    1.772203s INFO Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
    1.772213s INFO Process Flow Transition from 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation) to 'End' (id=end_09ad05f0, type=ProcessComplete)
    1.790097s INFO Execution Step: currentStage='s1', currentNode='end_09ad05f0', suspended='false'
    1.914454s INFO Workflow processing complete

    Many thanks,

    H

    Escalation Process

    in Service Manager

    Posted

    Hey @Steve Giller, Yours was for Assigned team and that's not what we were ever looking for at our end?

    Our issue is with Team Leader ID see screenshot from first post above:
    image.thumb.png.d86fe0aeb2a0797b859ea71a291d15ea.png

    I have been referencing Team Leader ID the whole way though.

     

    The Teams bit below it was an enhancement request which perhaps I should of split out into a separate post to make it less confusing, as it was purely showing what i was having to do with the workflow to get what I needed for the Assistant Directors as there is nowhere to hold this information on the teams in the org structure.

    image.thumb.png.354c4bd603d37b56e23a9ae9683fab94.png

    I need the Team Leader ID to recognise if no team leader is set on the team in the org structure so that it doesn't try and fail to send a email to the team leader and goes down the other branch root to send directly to the manager(HOD) that's set instead.

    As for the expression I'm sorry but I don't follow what's wrong with it I'm asking it to go down this route if the team leader is Not set (null) or Empty?

    If its Set or not empty it goes down the yes route and sends an email to the team the logic for that route is as follows and works fine:
    image.png.41dd6cef9eb0f35965939e1793bb8f6c.png

    although probably not necessary on this side to have the not equal to empty bit.

    Hayley 

    Escalation Process

    in Service Manager

    Posted

    Looking at the instance log its still going down the team leader set path and trying to email the team leader instead of the HOD :
     

    1.827816s INFO Decision 'Team Leader Set?' (id=decision-379118eb), evaluating 2 branch expressions
    1.827822s DEBUG Evaluating expression: '( (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='') || (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && typeof global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]==='string' && (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"].toLowerCase() != '' )) )'
    1.827825s INFO Expression matched: [( (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=null && global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!='') || (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]!=undefined && typeof global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"]==='string' && (global["flowcoderefs"]["getTeamInformation"]["teamLeaderId"].toLowerCase() != '' )) )], forwarding to target node: flowcode-3498504a
    1.827840s INFO Process Flow Transition from 'Team Leader Set?' (id=decision-379118eb, type=Decision) to 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation)
    1.845166s INFO Execution Step: currentStage='s1', currentNode='flowcode-3498504a', suspended='false'
    1.845177s INFO Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
    2.082082s INFO Unsuspending process at node 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a)
    2.082090s INFO Process Flow Transition from 'Email Team Leader advising escalation + Timeline Update' (id=flowcode-3498504a, type=HornbillAutomation) to 'End' (id=end_09ad05f0, type=ProcessComplete)
    2.098021s INFO Execution Step: currentStage='s1', currentNode='end_09ad05f0', suspended='false'
    2.135708s INFO Workflow processing complete

    Escalation Process

    in Service Manager

    Posted

    Hey @Steve Giller 
     

    I have made the change to the Autotask, However its doing the same thing, it is saying it was successful on the popup but isn't actually doing anything once it gets to that branch. 
    I actually amended it to be == Empty because we want it to go down that route if the Team Leader is not set or == Empty 

    It should be sending out a email to the HOD then updating the timeline to say its done it but nothing is happening

    My understanding is Autotask's don't show in the failed workflows bit to see where its stopping?

    image.png.55096753b69102d56a6890e4e42598de.png

    image.thumb.png.1e3584cdcb7bcea25d804e42666bfe6e.png

    image.png.9f07d84700c5a2bea1542fe3f60d0bac.png

    Escalation Process

    in Service Manager

    Posted

    I have been trying to create an escalation process based on custom buttons connected to Autotask's.

    For non breached tickets it should go as:
    1st Escalation - Email ticket owner (If no owner email team leader)
    2nd Escalation - Email ticket owner & team leader (If no owner email team leader)
    3rd Escalation - Email ticket owner, team leader and head of department (if no owner email team leader & head of department)

    for breached tickets it goes:
    1st Escalation - Email ticket owner and team leader (If no owner email team leader)
    2nd Escalation - Email ticket owner, team leader & head of department (If no owner email team leader & head of department)
    3rd Escalation - Email ticket owner, team leader, head of department & assistant director of the service (if no owner email team leader, head of department & assistant director)

    Where possible we have set the team leader and manager(HOD) in the team structure under membership.
    image.thumb.png.4f332e00743aadf59b910b5f7bd629a3.png

    image.thumb.png.7d53461898781e6831565b0c30dfc7ee.png

    However some of our teams do not have team leaders and just have managers(HOD). I have tried to build in a process where if the team leader ID is not set in the Get request details - Team details then it skips sending the team leader a email and branches down a different route. However this does not seem to be working, the process isn't failing but it also isn't sending out the relevant emails.
    image.thumb.png.30f1febdd388dccfc86df3a41ff566e2.png
    image.thumb.png.f1517262bc7308ef8ec977fb5dd0ca38.png

     

    Also I'm pretty sure the answer is no, but is there a way to email the owner team from the BMP to let them know a ticket has no owner? Realistically we don't want to be emailing a Head of department on the 1st escalation if possible becasue the ticket has no owner or team leader.

    Also enhancement request? Can we add an additional level in the membership of the team to include Senior manager (Or whatever you want to call it) because at he moment to email the Assistant Directors of the service I am having to do the following and hardcode the AD's into the boxes: 
    image.png.ce586a3df18b8517b6ff55208a6b2a68.png
    image.thumb.png.4a15727219242eaaad96c80137070872.png

     

    Many thanks for any help 

    H
     

    Linking a ticket in the intelligent capture

    in Service Manager

    Posted

    Is there a way to link a existing ticket to a ticket you are raising. 

    e.g. if you know the ticket number in advance when raising another ticket, instead of linking it when the ticket has been logged can we ask for the ticket number in the intelligent capture then link the two tickets together in the BPM? We cant seem to find a way to do this and have tried passing the details into a custom field then updating but that doesn't work either.

    Thanks

    • Like 1
    • Sad 1
×
×
  • Create New...