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Alistair Young

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Posts posted by Alistair Young

    Unable to Manually Select Assessments in the BPM

    in Service Manager

    Posted

    @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!

    Unable to Manually Select Assessments in the BPM

    in Service Manager

    Posted

    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:

    image.thumb.png.d888b8cee177679f91495b724452af74.png

    Couple of test answers:

    image.png.e05824d885714fb87c4caf95fc51547b.png

    The answers to one of the questions:

    image.thumb.png.5e069c618e1fa9fbe7da31731b4b0af4.png

    The set-up for a question:

    image.thumb.png.4f0d3116c826bf916ade0e4ab13d2963.png

    And finally: 

    image.thumb.png.476e25c3a8eea1198a0f6b5d824745ee.png

     

    • Like 1
    • Thanks 1

    Unable to Manually Select Assessments in the BPM

    in Service Manager

    Posted

    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.

    • Like 1

    Unable to Manually Select Assessments in the BPM

    in Service Manager

    Posted

    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!

    • Like 1
    • Sad 1

    Change Calendar is blank

    in Service Manager

    Posted

    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.

    image (3).png

    • Like 1
    • Sad 1

    Requests Widget - Call Classes

    in Service Manager

    Posted

    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

    • Like 1

    How to cancel tasks assigned to a user

    in Service Manager

    Posted

    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. 

     

    SLA Rules - Urgency

    in Service Manager

    Posted

    Hi all, 

    When managing SLA rules in the portfolio it looks like 'urgency' is missing under the list of conditions. 

    Can be worked around with a custom field, but would be much easier if it was added to the list :)

     

    Ta

    Alistair

    Problems with a Custom Field in Service Manager

    in Service Manager

    Posted

    Hi @James Ainsworth, thanks for picking this up. 

    The field is populated during progressive capture as part of the Change process. The field appears populated as expected when the change ticket comes in for approval. At some point in the approval stage the field becomes empty [you can see it doing this as the ticket moves through the change stages]; if I attempt to re-populate it, it becomes empty again as the ticket is approved and an email notification is generated. As you say, it appears that something is over-writing it but the reason I posted was because we've been using copies of the same PC/BP for quite some time across several different services - we haven't made any changes, especially not across each service in our catalogue - so I was wondering if there'd been a recent change at the Hornbill end that's causing the new behaviour. 

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