[Auto Logged By Email Changed]

Hi, Just a small one, but a bit strange.

The email address that tickets have been sent by has changed from:

Request has been logged from Email by: System AutoResponder

To:

Request has been logged from Email by: System Initialization

This isn't a big deal, but we'd like to know how it changed, as we had some reports configured to pick this detail up.

[Release "Type"]

Thanks @ArmandoDM - This is required to implement different types of Release just like change. IE. Planned Release and Emergency Release etc.

[Release "Type"]

Hi,

Within Progressive Capture for Change there is a "Change Type" form where you can add Emergency, Standard, Planned etc. but when you look at doing the same for Release there isn't one.

Is this something that is being fixed at the minute?

[Creating A Read Only User]

That seems to have worked! View isn't enough by the looks of it. To get into a request they need browse.

Thanks for your help!

[Creating A Read Only User]

Cheers guys - I'll give this another bash and let you know how I get on.

[Creating A Read Only User]

Hi @Dan Munns We've tested this and unfortunately the guys cannot access any requests. When they do they receive the attached error.

I've also attached 3 views showing what rights the SR Read Only Role has.

[Creating A Read Only User]

This is awesome - I hadn't dare try and attempt to create a role!

I have followed your instructions and they now have the below. We'll give it a test and see how it works!

Thanks!

[Creating A Read Only User]

Hey @Dan Munns That's just for tasks though isn't it? I was working on the theory that they could still update requests with comments, possibly assign or change priority etc. even if I set "Allow actioning tasks" to false?

I am very much a noob though.......

[Creating A Read Only User]

Hi,

We have two users who have close working relationships with our customer support team. We need to give them access to the CS Request list but must restrict their account so they don't get carried away and start commenting on requests etc. Basically they just need to be able to view the timeline of some requests that come in, in case they get called about any of them.

is it possible to create a role that is READ ONLY, or something to that effect?

[Cost Centre in Service Manager]

Hello.

We are looking to import user cost centre's into Service Manager for reporting purposes. Our tech team have this ready to go, and lined it up to populate "customer field attribute 3".

I just wanted to check with the experts whether this is best practice or is there a more suitable place to store the info. As in have we missed a "charge centre", "cost centre" type place?

 

MAIL TRAIL:

From: Jörg Walther <Joerg.Walther@pressassociation.com>
To: Matthew Busfield <matt.busfield@pressassociation.com>
Subject: RE: Customer Name
Date: Thu, 9 Nov 2017 11:02:23 +0000
Hi Matt,
As discussed just now I can confirm that the Agresso Cost-Centre-Name is now populated in AD as ‘extensionAttribute1’ and will auto-update as part of the daily script. 
 
In order to make it available in PASM as you intended I think it prudent to first confirm with Hornbill and Alec that we can implement it this way (using PASM custom field attribute 3).
Once that’s confirmed please let me know and I can submit a Change request for amending the existing AD -> PASM daily import.
 
Kind regards,
Jörg

[Preventing changes on live services]

Hey,

Is it possible to apply security privileges to a user that allows BPM, progressive capture, templates etc. to be edited, but only against one service? I.E. Test Service.

The reason being we'd like to create a set-up where our administrator can research and test changes to Service Manager, but changes to live services are controlled by our Authoriser providing full admin privileges.

Thanks. 

[Update Only Request Permissions]

Hello,

During switch on I needed our 2nd and 3rd line support teams to only be able to view, update and resolve incidents and service requests, not raise them. our switch on specialist created a custom permission set and when tested this worked. When they clicked the arrow next to raise new there was no incident or service request any more.

However, somehow they have returned. On investigation it looks like this is because "self service user" gives analysts the ability to raise new requests. If I remove this they cannot see incidents or service requests any more.

i'd very much like to go back to having the guys not be able to log incidents and service requests, but don't think I should have to disable self service access to implement it.

Any ideas?

[Viewing Change Status]

I'm receiving a few questions around the requests list from guys who mostly deal with changes and releases. They'd like a column within the Requests List which shows the BPM status, as in "for approval", or whatever stage it's at.

I know we will be using boards for CAB etc. but that will be for all, not just the ones an engineer owns or their team own.

Is this possible or is this something I'd be able to request? Or is there a better way of the guys viewing their changes and releases?