[Recent update has all fields in the Service Manager List showing as Bold]

2 hours ago, cwood said:

Agreed - same issues, same feedback from colleagues regarding the harshness of the Request View after this latest change and previous (where on-hold type changed). 

Strange that it hasn't been communicated and strange that these changes aren't added as options which we can then choose whether to enable, rather than finding them forced upon us and auto-enabled.

Also impacted today is the Default Email config for Services.....

 

Aaaaaaaah, that'll be the source of the frustration from our Support team this morning. Their email config is doing something I couldn't explain, I had no clue what had caused it until I saw your post.

[Request List Display & Export Columns]

Hmmm - I'd be interested in how others manage this [maybe I should have searched the forum first before posting huh ...]

With many services sitting under a particular domain, 'service' becomes too granular - this doesn't just affect the request view but also the change calendar - and measures taken to group these together in the Portfolio become less useful.

[Request List Display & Export Columns]

Hi all, 

 

Any chance of getting some portfolio categories available as request list & export columns?

I'd take 'type' and 'category' but would really like 'domain' and 'domain category' too ... 

This would make filtering much easier where we have many services we're about to group together under overarching categories.

 

Ta,

Alistair

[On Hold no longer shows as greyed out?]

Hi all, just to add: we're getting noise across all our support teams about this.

[Xmlmc method BPM error on majority of self-service tickets]

1 minute ago, Nanette said:

@Sana@Adam@Greggs@Alistair Young We have deployed a fix to resolve this issue.  Apologies, for any inconvenience this may have caused.

 

Thanks Nan

Alistair

[Xmlmc method BPM error on majority of self-service tickets]

Hi all, we've got similar trouble this morning - we've seeing this irrespective of how the ticket has been raised.

[Unable to Manually Select Assessments in the BPM]

16 hours ago, Steve G said:

@Alistair Young 

Just to confim as discussed, this has been accepted as a defect by the development team and will be fixed in an upcoming update of Service Manager. Please check the release notes in the announcements forum for when this fix is deployed. 

Cheers,

Steve

Thanks for sorting it! - and please pass on my regards to Mr deWaal, much appreciated.

[Unable to Manually Select Assessments in the BPM]

Hi all, is there anything else I should try at my end?

Ta

[Raising a Request from email does not populate the Summary and Description]

Beat me to it! - we've got the same thing this morning. 

Raising a ticket from email doesn't pull information in. We usually have the mail subject line and body populating the summary and description form. 

Ta!

[Unable to Manually Select Assessments in the BPM]

@James Ainsworth @Steve Giller I don't suppose there's any movement on this is there?

I've just deleted all the 'test' assessments we'd created and made a completely new one, as well as starting a fresh workflow with a single assessment node - I get the same blank field as seen in the screenshots. 

If there's any requirement to check our specific instance, I'm more than happy to agree to it. Otherwise I'm also happy to try anything else you suggest!

[Linking a ticket in the intelligent capture]

 

[Unable to Manually Select Assessments in the BPM]

@James Ainsworth apologies for missing your response, I'll have missed the notification. 

Not much to see on Chrome! - this is the response I get upon selecting the drop-down with the assessment set to manual. 

[Unable to Manually Select Assessments in the BPM]

Hi @James Ainsworth

I did think similar but didn't add to my post - whilst I was making a new test assessment, I'd also created a fresh BPM that only contained the assessment node between the start and end nodes - the result is in the screenshot

Thanks, 

Alistair

[Unable to Manually Select Assessments in the BPM]

I don't suppose there's any other tips to get this working, is there?

I've just tried setting up a fresh test assessment but again, no dice: nothing appears in the drop-down on the Assessment node when I select 'manual'.

Added some samey screenshots, can anyone see where I'm going wrong?

[Unable to Manually Select Assessments in the BPM]

Thanks for the response

Browser is Chrome, I tried Edge with the same result so ... most likely something we're doing wrong. They say a picture is worth a thousand words, so ...

Here's the assessments and thresholds:

Couple of test answers:

The answers to one of the questions:

The set-up for a question:

And finally: 

 

[Unable to Manually Select Assessments in the BPM]

Hi both, thanks for picking up,

The assessments have active questions / answers / weightings and the thresholds have been set [as have the impact/urgency levels], apologies I should have mentioned that in my initial post.

We've ended up with a number of 'test' assessments to try and coax it into availability in the BPM, nothing is showing in the node.

[Unable to Manually Select Assessments in the BPM]

Hi all, 

... the clues are all in the title.

In Administration > Assessments, these are set as 'active'

In the BPM: requests > assessment > impact node has a drop-down arrow under Assessment > Manual, but! - nothing is listed. It allows me to type into the field but anything I key in vanishes.

 

I guess I am missing something! - any hints would be welcome. We've never been able to get around this so we've been unable to take advantage of impact assessments. Thanks!

[Change Calendar is blank]

Hi all, looks like a problem with the Change calendar this morning - ours is completely empty.

They say a picture is worth a thousand words so I've attached one depicting an empty Change calendar. 

I clicked the back button as many times as I could muster and it looks like this throughout.

[Requests Widget - Call Classes]

Hi all, 

Is it only possible to view IN and SR call classes using the Requests widget on the Employee Portal?

Why do I ask? - I was hoping to expose CH and RM tickets to business owners as part of the approval process and I can't find any configuration to determine which call classes are exposed.

 

Ta, Alistair

[Service Manager is offline]

Hi all, we're about 90mins in and a lot of sad-face being directed at me ...

Is there a handle on how long we're staring down to recover our instance?

[Service Manager is offline]

1 minute ago, Victor said:

@Alistair Young one of our infrastructure nodes if having some issues (that are being addressed), if I am not mistaken your instance is affected, I'm afraid... we're working on it.

 

@Victor thank you Sir!

[Service Manager is offline]

3 minutes ago, Alistair Young said:

Hi all, my Service Manager instance is throwing error message: 'Could not connect to instance'.

 

[Service Manager is offline]

Hi all, my Service Manager instance is throwing error message: 'Could not connect to instance'.

[Service Manager is offline]

Just now, MichelleReaney said:

Is anyone having similar issues this morning? 

 

 

So much

[How to cancel tasks assigned to a user]

2 hours ago, Steve Giller said:

This is the important error.

You will need to identify which Workflow/Request this Task (ID: TSK20200214000091) is attached to, reassign the Task if required, and complete it so the Workflow can progress.

Details on the requirements for re-assigning/completing Tasks are available on this wiki page.

Hi Steve, for context the tasks are quite old - over two years in some instances - and can no longer be completed manually. 

Even if we could complete them manually, between two leavers we're pushing one thousand tasks.