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HHH

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Posts posted by HHH

    How do I implement a template for Jira integration

    in Service Manager

    Posted

    Hi

    Just calling on the collected expertize of the community to help me get Atlassian Integration working.

    What i'm trying to do is use the Business Process and integration bridge to create a form/template that contains information that will be pushed to Jira. Something like this.

    • Hornbill Request ID: (Taken from Flowcode variable)
    • Steps to reproduce: (Here the Analyst fills in the steps necessary)
    • Expected Result: (Here the Analyst fills in the info)
    • Actual Result: (Here the Analyst fills in the info)

    The contents of the form would then be added to the Description Field in the Integration Parameters (see attached screenshot)

    First I just used the Description Flowcode Information but R&D blocked it since the quality of the created Jira was too low and they wanted something along the lines above.

    Any help is appreciated.

     

    Clipboard01.jpg

    Progressive Capture's translation

    in Service Manager

    Posted

    On 3/8/2018 at 6:11 PM, Steven Boardman said:

    HI @MikaP i've just checked and it hasn't gone out yet i'm afraid.  The work has been done but it has not gone in an update yet.  We have the next update due tomorrow or Monday, but it is not in that one.  I am informed it will be in the one after that which should be available within the next couple of weeks  or sooner and will be described in the release notes for that update.

    Steve

    Any news on this @Steven Boardman?

    Auto saving drafts of updates?

    in Service Manager

    Posted

    I got a question from one of our analysts today if Service Manager autosaves drafts of updates somehow.

    The scenario would be the following.

    Analysts takes call and raises request, before being done he/she accidentally or on purpose navigates away from page thus losing all the entered text. Is there an autosave/restore function for the text that was answered?

    Is customer email suddenly unique? [Urgent and Blocker]

    in Collaboration

    Posted

    21 hours ago, Gerry said:

    @HHH

    Thanks for the clarification.  I am wondering if this would have ever come up if the design of our system never allowed this from day one - thats the problem with design errors, they become depended on :(

    From what you are saying I think the best option would be to allow a contact to have a notify email address which would allow duplicates, that is distinct from their primary email address which would not allow duplicates.  Does that make sense?

    Gerry

    That makes perfect sense.

    One question about using email address as login ID. Is login ID unique constrained or is it the combination of logon ID and password that has to be unique?

    If the former, splitting email into personal and notify email as you suggest would be preferrable. We currently have solved it by not using email address as login ID.

    Is customer email suddenly unique? [Urgent and Blocker]

    in Collaboration

    Posted

    3 hours ago, Gerry said:

    I am happy to have a Skype conversation but I also think it would benefit the community greatly if we could at least discuss the outline here, there are many others who are likely be able to contribute, if we discuss on Skype they will not even have the opportunity.  Can we try here first?

    Gerry

    Sure:

    First case is for testing. Since we work internationally in several languages I have set up 6 test users, each specified as having a different language but all with my email set up as their email. That way I can test for example using language dependent email templates and such. I only have one email address and getting more in our AD for this sole purpose is a lot of hassle.

    Second case is where we have several customers within a customer organisation sharing the same email inbox. For example the front desk at their locality. They have individual email addresses (unknown to us) but also share a common inbox and want that inbox to be the one we send emails to and communicate with.

    The third case is where several of our customers organisations share for example a third party monitoring company or even another service desk. An example would be municipalities and/or large organisations. This third party contact will then, since Service Manager doesn't allow a customer to be shared among organisations, have to be set up as an individual user in each of the different organisations. They will then need to have their own (third party) email address in each of the organisations or often share an address like helpdesk@customer.com

     

     

    Is customer email suddenly unique? [Urgent and Blocker]

    in Collaboration

    Posted

    15 hours ago, Gerry said:

    @HHH

    There are both data integrity and because the email address can be used as a login ID there is also potential security issues with allowing this, I appreciate we have allowed it in the past but that was really down to a design error on our part.  We will ultimately have to fix this.  Can I ask for more detail as to how you use this and what your workflow looks like so I can better understand your needs?

    Thanks,

    Gerry

    Hi Gerry, can we discuss this on the phone or over Skype since detailing it in writing can be a bit hard. We have several cases as mentioned in my initial post where it's needed. I will add a ticket in the success portal with my contact information referencing this thread. 

    Is customer email suddenly unique? [Urgent and Blocker]

    in Collaboration

    Posted

    20 hours ago, Daniel Dekel said:

    Hi @HHH,

    The new feature can take some time to be released. We can patch your instance with the new flag for you to disable the feature.

    Please let me know if you are happy with us patching your instance we can do that straight away although that will require a restart of the instance making the service unavailable for about a minute.

    Thank you,

    Daniel

    Please do. Thanks for the quick response.

    Is customer email suddenly unique? [Urgent and Blocker]

    in Collaboration

    Posted

    Hi

    We have several test customers with portal access for demoing purposes, they have so far shared a common email address. But today when I tried adding a new one I got an error message. 

    Is there any way to turn this off since it's really a blocker for us for the following reasons.

    1. We have customers where the staff share the same mail box, but they need to have different accounts for support.
    2. We have the above mentioned test/demo customers
    3. We have instances where several customers share a third party asset that monitors our services and creates support tickets for them. In this case since a customer cannot be assigned to several organisations, we have created them as one user per organisation but they have the same email address since they are the same physical person(s) and we cannot mandate that their organisation changes this and uses separate emails per instance.

    Please remove the unique constraint again or at least make it optional.

    Asset Custom Fields

    in Service Manager

    Posted

    Please let the Used By to also include external Customers and Organizations, this is very vital to our company since we are B2B only and knowing which customer is hosted on which server w.o external tools would be a great improvement.

     

    Managing "Enhancement Requests" via Service Manager

    in Service Manager

    Posted

    We handle these as service requests, primarily since our developers use Jira as their tool. We keep the requests open until CAB has given a go-ahead or rejected the requests then just informing the customer of the outcome and to read the release notes of future releases if the proposal has been OK'd.

    So far it's worked well with the customers we have.

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