yelyah.nodrog

I'm trying to create a report that gives me all of yesterdays resolved tickets that have had completed feedback on them, however I can only get the feedback table or the Request table. From the request table it doesn't give me the option to join onto the feedback table (even though they share the Request ID field in both.) I need both tables as I want to filter the report to only give me tickets resolved by a certain team. I have just got back from maternity leave so a little rusty, any help would be greatly appreciated. H

@Martyn Houghton I'm pretty sure I raised this before I went on maternity with baby no 1! Will see if iI can find my post aswell H

Is there currently a way to link the Supplier and Supplier Contract to a Service in the Service Portfolio? If not can we please put a enhancement request into to do this? It would also be great if the linked supplier shows on the Explore Configuration Items. Many Thanks Hayley @Salma Sarwar

@Steve Giller Thanks for that I will do that for now, could we put in an enhancement request for a counter node to be built in the system at some point with customisable options please as we would use this a fair amount. H

We will be doing a piece of work over the year where we will be updating our service catalogue, CI's, Supplier Contracts etc and linking them all together. I have noticed looking at the service portfolio that you only have 6 additional custom fields available in the extra details section. Could I please put in a request for more fields to be added (a lot more) as we hold a lot of information about our services that needs to be viewable and reportable. Could these fields also be toggled so that only Users or Basic Users or Both can view (like the Catalog items) Many thanks Hayley, @Salma Sarwar

+1 @Steve Giller Have we got anywhere with this yet? I would like to implement a counter in the background for escalations, meaning when the custom button is pressed the autotask connected +1's to the counter if it is the 2nd escalation and then 3rd. With each escalation it will follow a different branch to send a email template to a different person. E.g. 1st escalation, team lead, 2nd Manager and so on. I thought maybe in the mean time there would be a way for me to put in the code to fill in and update a custom field so if blank +1, if 1 then +1 etc to create my own counter that I could then use on the decision node but I cant see a way to do this either. Unless there is a way that I'm missing the only other thing I can think of is making 3 buttons associated to 3 tasks and if it has never been escalated and the custom field is blank it shows Escalation 1, If its got a 1 in it (set by escalation 1) then it shows Escalation 2 button and so on.

@Bob Dickinson Thanks for this Bob, Sorry I have only just had time to look at it. This gives me everything assigned to a service and catalogue item which is fab. (really helpful actually) Is there a way I can flip it to see everything that isn't assigned to a service and catalogue item?

Morning @SamS Just tried to give this a whirl this morning and unfortunately the Node for Log Request does not give you the option to inject the Raw value (to pick up the Team ID) So it doesn't reassign if I select another team from the simple list unfortunately. Same with the team reassignment node so i cant do this first, to then copy the team from the original ticket either. H

@Martyn Houghton Your quite right, I was being a utter plonker and forgot one step, Putting it down to being 38 weeks pregnant can use that excuse for another 2 weeks right? Thankyou though! H

Morning, Can you run response and resolve timers in parallel? Our Assistant Director would like for us to start response and resolve timers at the same point, but have different points for them to stop. I have just made a change to one of our workflows to test this however it seems like it doesn't start either? Its also not marking the response and resolve times in seconds at all and just leaving them blank?, The SLA's are attached to our test service and the nodes are set correctly. H

@James Ainsworth I think I have found a solution, thankyou for your replies so far. H

Hey @SamS I'm not entirely sure I'm following this, I get what you mean by creating a simple list with team name in display and in value, however how will this help when it comes getting this to then assign to the team selected? H

@James Ainsworth the question asking if it is a first time fix on our intelligent capture is only shown for the service desk, and it is just something that hides a bunch of questions we don't need to know if they have fixed it on the phone (e.g. department, division etc) to speed up the logging process for them so not relevant to the issue at hand as such. My issue is and remains that the tickets we have logged to test against this node are all within the criteria specified in the FTF node and its not marking them as first time time fixes, there were no team or owner reassignments and the ticket was resolved pretty much on creation. So i'm at a loss as to why its not doing it. H

Hey @James Ainsworth Its basically looking at the attached progressive capture as if you are a service desk analyst you get presented with a question asking if its a FTF, this is for internal reasons H

We have been using the FTF node for a long time now, For some reason at the moment when I am creating a new intelligent capture, I cannot get it to mark the ticket as a first time fix. the node is using the following options: This has always worked and is working for existing intelligent captures where it meets the logic of no team reassignments or owner reassignments however for the new captures its not working. this is being logged straight to the creator of the ticket and being resolved instantly after they click finish however it is not picking up that its a FTF, its following the correct path. Many thanks H

Hey @Steve Giller In that case is there any way to use the team ID to set the team? H

Hey James, All of our staff are only in one Division, Department and Cost Centre, this is pulled through and updated overnight via the JSON. It makes sure they are only ever in one as we have it set to: So although i can understand that logic for some, it wouldn't be the case for us. We have 300+ departments and we need to find a way to filter them out easier for our staff so they don't have to scroll through the whole list as they have to be prefixed with a code which makes it harder to search. We either need to find a way to pre populate the field with the division, department and cost centre that they sit under (with the option to change it) Allow the search feature for the fields to be expanded so that you can start typing in the department and it will bring you up anything that matches in that line. e.g. CI2 - ICT service management instead of only getting a result if you start typing CI2 but would need to be able to search the whole line so typing in Ser would bring back results aswell. Or have it so that when you select the division it only shows the associated departments and then cot centres nested under that option. Hayley

I have a task that, depending on what option you select should do one of 3 things. One of the options is to reassign the ticket to another team. I am doing this by presenting the following option when selecting the button Then passing the answer from this field into the Assign to team node using the variable from the task However it doesn't appear to work I have used both the team option and the team (from variable option) Can I not use the outcomes of these fields to do this? in which case what is the alternative? H

Morning, For our tickets we always ask for the Division then the Department, Our organisational structure is up to date but we have 300+ Departments. Is there a way that we can only show the departments associated with the division selected?7 E.g. I have selected 4DICT - ICT as my directorate on the intelligent capture, So I only want the departments associated to it in the org structure to show in the department field: I am currently using the Group picker option to get my list of divisions and departments. H

any ideas on this one?

@James Ainsworth Yes this is correct, ill take a look at the 2 links above thanks.

Afternoon, I'm having a issue where i nee to pause my parent ticket after raising a child ticket in the business process. I want it to suspend until the child ticket is resolved. I'm using the Suspend - Wait for Linked Requests option, then setting the Action focus to resolve. However it isn't suspending and keeps moving my Parent ticket on to the resolution stage. Any ideas what i'm doing wrong here? Many thanks, H.

Morning, Does anyone know of a way we can automatically populate the attributes against the cost centres. Would we be able to do this using the user import JSON, and the organisation part somehow? "Action":"Both" , "value":"{{.subdivision}}" , "MemberOf":"" , "Options": { "Type": 3, "Membership":"member", "TasksView":false, "TasksAction":false, "OnlyOneGroupAssignment":true, "SetAsHomeOrganisation":true, We already amended it to look like this and hard coded in email addresses into the attribute but it did not work: "Action":"Both" , "value":"{{.subdivision}}" , "MemberOf":"" , "Options": { "Type": 3, "Membership":"member", "TasksView":false, "TasksAction":false, "OnlyOneGroupAssignment":true, "SetAsHomeOrganisation":true, "Attrib1":"", "Attrib2":"", Is there another utility we can use? as we need to pull this information daily from our database to keep the cost centre approvers up to date. H

@Victor Sorry Victor I put the total wrong word down there Assignment should of been Costcentre! Thanks for these reports though ill give them a whirl!

Hey @Victor That makes perfect sense and is exactly what i wanted to hear. Thankyou for getting back to me so quickly! H