Giuseppe Iannacone
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Enhancement Requests
Posts posted by Giuseppe Iannacone
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@Gerry would you be so kind to clarify my request or address it to the right person?
On 15/04/2024 at 11:41, Giuseppe Iannacone said:Can you confirm is not yet possible to update a request against its type, as far as I know you can only move from a service to another but only within the same request type.
It often happens that a user selects a catalog item that is an incident but for us is instead a service request.
For example the user as the password expired and enter an "error issue" catalog item which is opened as an incident while it is a service request from an ITIL perspective.
Any idea?
Also is there a way to open a generic request and then apply the request type after... for example after a response period a generic request taken in charge by an analyst became an incident or a service request.
If I'm not wrong this capability is available on the Enterprise version of the platform or am I wrong?
thanks
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@Steve Giller maybe the right one could be updateActivityStream, since I see is the one called from the GUI itself, or it may have other unexpected impact?
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@CraigP
- I've thought it too but this breaks the JSON syntax.
- it is simply Postman a great tool for developers. You can even find some templates for Postman if you look at the documentation, let me know if you need more details:
https://docs.hornbill.com/esp-api-api/postman
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@Steve Giller I'm using the updateReqTimeline and I was wondering if the visibility set to trustedGuest may do the trick
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I'm trying to update a custom field with the "update" method but got a response that the field was not expected, as far as I can understand from the documentation the value of the "customFields" parameter has to be a JSON object of the custom field to be updated, what am I doing wrong?
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I was wondering which might be the right API to call to simulate a customer update, the idea is we have a service managed by a team, the customer is for real an automated user, which collects from an external system an error log and open a ticket or update a ticket whit the relevant data from the external log.
all is fin except that I'm unable to post an update on the timeline as customer, the idea is to get the onhold request automatically off the on-hold status (matching the substatus rule)
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sei il numero 1!!!
a presto!-
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@ArmandoDM forget about my question, I've got the point, since I've changed the user and the related api key when using the method, I was not getting the expected result because the user it self didn't had the right permissions to see the requests I was searching for.
Thank you anyway and sorry for the "silly" question. -
@ArmandoDM
Ciao Armando, is good to "talk" with you again, all is fine thank you and of course I wish is it the same or better for you.
we used the method to search some text within the summary or in the request description, now if i search for a string that I'm sure is there, I'm getting no results.
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we were used to call this api call method since a couple of years ago.
it seems now it's no more working the same way it was in the past.
I have to assume to no more use this method and switch instead to an official supported method? or am I wrong?
thanks
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@Steve G much better now, Thank you a lot!
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can you please help me to address the browse record?
my idea is to search the service manager if a request that matches the searchfilter criteria exists or not in my instance
I'm unable to understand how it wants the valus or the parameter.
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14 hours ago, Giuseppe Iannacone said:
@Steve Giller can you please help me to address the browse record?
my idea is to search the service manager if a request that matches the searchfilter criteria exists or not in my instance
I'm unable to understand how it wants the valus or the parameter.
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@Steve Giller can you please help me to address the browse record?
my idea is to search the service manager if a request that matches the searchfilter criteria exists or not in my instance
I'm unable to understand how it wants the valus or the parameter.
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@Martyn Houghton thank you!
I remember of the Enterprise Edition in a recent webinar I've followed, but I'm unable to recall which one... maybe it was the Insight 2024.
Let's wait for an answer from Hornbill staff too.-
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Can you confirm is not yet possible to update a request against its type, as far as I know you can only move from a service to another but only within the same request type.
It often happens that a user selects a catalog item that is an incident but for us is instead a service request.
For example the user as the password expired and enter an "error issue" catalog item which is opened as an incident while it is a service request from an ITIL perspective.
Any idea?
Also is there a way to open a generic request and then apply the request type after... for example after a response period a generic request taken in charge by an analyst became an incident or a service request.
If I'm not wrong this capability is available on the Enterprise version of the platform or am I wrong?
thanks
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@Steve Giller Cristal Clear, thanks... let's say generally speacking if the user is able to complete an action from the GUI than this will also satisfy the API calls, right?
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I've added the user to a team that is supporting the service and got the expected response (thanks everyone for the support):
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@Steve Giller I've got which is the issue, I supposed the role I've assigned to the user was good enough to interact with the requests, but supposing is enough. In fact I've tried to do the same action via UI and got the answer, not enough authorization.
Can you please help me to understand how can I address the right role (just the minimum required to create/assign/interact with the requests IN/SR), I want this user to be able to manage all the requests we have, If I'm not wrong the user has to be part of the team that supports the service and the incident/service request user role or am I wrong? -
@Steve Giller
I expected the same, I believe the session is valid, or at least I have a status code 200.
how can i be sure to have a valid session? -
@Steve G@Keith Stevenson@SamS
I've followed your direction and also downloaded the API template from the documentation, well the json payload is really welcome!!! By the way I'm still unable to assign the request to a specific user(at least the response is in json and yes the endpoint is pointing to our specific endpoint, copied from the support section):
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@Steve G @Keith Stevenson@SamS
in postman the sintax ":yourinstanceid" means you are defining a path variable (as far as I know), which of course I've defined to be our instance value. By the way, now I'm aware I'm using the wrong endpoint (Thank you @Steve G) so I suppose this will fix our issue.
Also on my last check I was aware xml was the officially supported and that you were in the middle of moving against the JSON payload, so Thank @SamS I'll give a look to the reference you have posted, and I'll get back with my findings!
Thanks all for the quick and precise advice.
Update Request -> Service
in Service Manager
Posted
@Berto2002 & @Martyn Houghton thank you for the feedback, as far as you know it's a matter of changing the subscription model or we have to rearrange everything in a new instance?