Josh Bridgens
-
Posts
214 -
Joined
-
Last visited
-
Days Won
2
Content Type
Profiles
Forums
Enhancement Requests
Posts posted by Josh Bridgens
-
-
-
@NeilWJ - new variable picker matches the overall Hornbill theme much more than the old style. - very nice.
Now if you can find a way round my value / Display problem.....
Josh
-
2 minutes ago, Victor said:
Wait... wait... do you mean... you're allowed to go home ???
Still haven't left the office..... had to pick up the phones!!!!!!
I'm half sorted, I'm still a bit, how do i put it, bewildered regarding this display/value dilemma and the way it currently works, It doesn't make much sense to me having it this way.
There are certain ways I need to do this so that it maps properly to an agreed "form" for finance to sign off on, and without it displaying the correct names of items, I'm not going to have much luck
I will eventually leave this god forsaken place...
-
6 minutes ago, Victor said:
Your decision nodes should not be affected... @NeilWJ any thoughts regarding the PCF variables?
Got it now.... today is not my day, formatting was slightly off for the PCF Variables.
30 minutes til home time...
29 minutes til home time...
28 and a half minutes til home time...
-
Erm....
Has Hornbill changed something?????
My decision nodes are broken as all hell, and now this:
None of it works.... :S
-
-
OK, now this is getting ridiculously strange....
Changed the Simple list I am using to have "50,000" as the one price...
Still get £6.00......
Can I go home now?
-
If I change the "Display" to 500 and 100 on the 2 items it gives me this:
I imagine this will be a much larger fix as people have probably got entire BPM's running it off the display now >.<
I am not having much luck today.
-
Wasn't that.... It picks up the "Display" not the value just as I feared
-
I’m not sure, I put together a bpm that just does the Naths and that’s it, but it fails on the Mathematics, I’m trying to get it to update the h_custom_o field, could that be the issue? I will try and have it just append the description instead.....
-
1 hour ago, Josh Bridgens said:
This relates to the question in the PCF that it is pulling from to perform the calculation
OK, Ive tried a few times replacing yours with what I believe mine would be for a test and I'm not doing so well.
Total Line Cost (ex VAT) - £&[([functions.pcf("frm_individualassets","fld_laptop1")]+[functions.pcf("frm_individualassets","fld_printer1")]*1.00).toFixed(2)]
Am I getting this all wrong?
this is getting quite embarrassing now....
Josh
-
4 minutes ago, Victor said:
The above advice applies to business process workflows, not progressive captures flows...
Thought so, but we can all dream cant we?!
7 minutes ago, Jeremy said:This relates to the question in the PCF that it is pulling from to perform the calculation
Brilliant... One more question, sorry!
In the "value/Display" field within the PCF, If I was to put the value as 30 and the Display as "Wireless keyboard" - would that then pick up the £30 within the equation?
Apologies for the million questions.
Josh
-
Fantastic!!!!! I wasn't sure how I was going to do this one.
Just so I'm correct in my head....
That all seems fairly standard however I'm unsure regarding the "Order 2" what does this determine?
Thank you so much for the help!!!!!!
- one more, would I be able to publish this on the PCF......??
so users can see the total cost BEFORE the call is logged?
Josh
-
Hi Guys,
strange one - Is there any way to add the sum of different custom fields?
I have been asked to rewrite our purchasing process within SM, I wondered if there was a way to take custom field Numerical data and total the sum of a few?
Any ideas would be appreciated.
Josh
-
Hi Guys,
I apologise for not replying sooner, unfortunately I was involved in a Car accident and have been off work for a while. (I'm Okay now and back in work!)
On 8/3/2018 at 1:19 PM, Gerry said:If you position your need for time as "Developing Service Manager" that could easily be construed as an IT guy trying to find more time to play with toys.
This has really rung a few alarm bells and now I can sort of see what may be confusing some people as to what I am doing. I have asked for my manager to setup a meeting to show the possibilities of Hornbill's platform to the rest of IT, the Recent ESM Webinar was fantastic in giving me a few ideas as how to present it. I feel that sometimes people may misconstrue my ideas and thoughts as "hes just wanting to play about with it" when I ask for permission to test Hornbill's iBridge to Azure function. Instead of that, I am putting together a business case to automate the Starter and Leaver Process that I can hopefully use to "justify" the time I spend working on Service Manager that will free up many hours of time for the Desk, instead of doing Admin work all the time!!!
On 8/3/2018 at 11:13 AM, Paul Alexander said:either through pointing customers to the Portal instead of using email (ensuring you get the correct info from them first time)
We recently rolled out the Self Service Portal and it (Touch Wood) seems to be going down a treat, we get a few emails here and there but we just point them to the correct link. This has made the biggest impact so far, no more email chains for hours, simple, quick, logging.
Once again, ALL of you, I thank you for the input.
This is such a fantastic community for those less experienced to seek advice and guidance, and those with a lot more experience to share knowledge (And hopefully pick new things up along the way
)
All of this in between the fault finding posts that @Victor deals with
Josh
-
1
-
-
40 minutes ago, Victor said:
Hornbill Community Forum
Originally I was skeptical how much I would use the forum past fault diagnosis.... definitely the wrong way to go into it, it’s much more an information and advice sharing tool, my favourite posts are the ones where people share how THEY are doing things.
Josh
-
23 hours ago, Patrick Bolger said:
Once you've selected the problem you want to tackle, I'm happy to help you flesh this out and give you some guidance on how you might put a case together to resolve it.
I may just take you up on this.....
there are a lot of things I would LIKE to get done, however I feel there are a lot of obstacles in the way.
I think the next step is fleshing out our Procurement process within Service Manager, I find myself relying on "tasks" too much.
6 hours ago, Victor said:just an FYI as I moved you thread to Hornbill section...
Sorry!!!! My bad, wasn't sure where to post it, it was more of a "I'm having a frustrating day" kind of post, however the answers I'm getting are helping quite a lot.
5 hours ago, Dan Munns said:So with what I said above you are in a very good position to see a lot of the "make my life easier" changes
I have ideas, present them to the rest of the desk and people aren't enthused. I have asked "how can I make your life easier" and the only answer I get is "can you switch round the summary and description fields"
When I (foolishly) ask why they say "it makes more sense."Now I have customised forms for the simplest of things.
5 hours ago, Dan Munns said:We are now in a position where other teams, outside of IT are finding me and asking to be added to my already long list of teams to be added to the platform to manage their requests.
This. I had a meeting today that ended up with a user requesting to be able to log their own requests in there, people seeing the work I've done and thinking "I could do with that" is such a great feeling.
5 hours ago, Dan Munns said:The answer is, no!
I don't want to stop working on it, there just doesn't seem to be enough interest from the rest of IT for me to find enough things to "revolutionise!"
5 hours ago, Dan Munns said:f you would like to see some of our workflows I would be happy to sent you some of our BPMs to have a look to see what ideas they give you. Apologies for the near vertical wall 'o' text but I hope that it helps you in some way.
If I could see how you are handling your calls for people to actually want to work with you regarding it that would be amazing.
The wall 'o' text is brilliant, finding other people who want to make work life easier and are enthusiastic regarding work is a breath of fresh air.
3 hours ago, SJEaton said:I will say though that the fact I was assigned to develop service manager full time was very useful
I wouldn't call it useful... I'd call it intelligent planning. A powerful tool like Hornbill extends past the ability to "help the service Desk" and can benefit an entire company. Kudos to your management!!!
2 hours ago, dwalby said:Now that Hornbill has been implemented and the benefits have been realised
We're implemented, and looking from the inside out I can see the benefits, just do't feel like the rest of the team here even WANT to see the benefits..... was there a certain point for anyone that sort of cemented it as a fantastic tool, then start people being interested?
Sorry for replying to everyone in one go, just felt like an easier way to do it without exploding everyone's feeds!
I really appreciate all of the input.... Knowing that there are others who may have been in the same predicament as me, who have managed to make an impact, makes me hopeful.
I must admit the original post was a "I'm a bit annoyed today, I need to see how everyone else is doing it" but I think i needed to know that maybe I'm just a bit inexperienced and hopefully it will come to me in time.
Josh.
-
Just looking for advice really....
I am in the strange predicament to be developing Service Manager, and I am a 1st line Service Desk analyst, which means midway through a Eureka moment I have to take a call, or start working on something else.....
Short of developing the entire thing from Home, I'm not sure the best way of going about this....
Service Manager is so full of uses and tools that can make the life of the IT department easier, I just don't know if I'll ever reach the point where I can take a step back and stop developing and just "maintain" it......
Any Advice would be great.
Josh
-
18 minutes ago, Dan Munns said:
No because you can do a node 'Get Owner Details' > Decision: Is team 'First Line' > Yes - Assign to Creator / No - Assign to First Line Team
Didnt realise it would work on teams like that...... interesting.....
-
34 minutes ago, Dan Munns said:
(which is how all of our incident requests are assigned)
woudlnt that make it impossible to assign to creator when in 1st line?
-
6 minutes ago, Victor said:
I assume you removed/don't have the "Assignment" form in the progressive capture as the business process will take care of this..
Correct.
We are happy for calls to be assigned to other teams, however we would have preferred other teams NOT have the ability to LOG the calls.
This is proving difficult to maintain, therefore we have decided to change the way we work.
We need calls to assign automatically to first line, regardless of the team. ideally on a round robin basis. However, if it is a 1st line user, it must assign to the creator.
I hope that makes sense.......
Josh
-
Morning all,
This will be a long one
Within Supportworks we originally had Service Desk members logging calls directly to 3rd line/Field engineers etc, which the teams obviously didn't want.
When we moved over to Service Manager we agreed with all teams that calls would ONLY go through first line, thus making us able to lock down call assignment in the first instance to "log to 1st line, log to request owner"
As we have some admin users within IT who will HAVE to log calls (the branches at the top) I added those in as individuals.
The problem is, I am now being asked if call logging can be opened up to the rest of the teams, that will push the call straight to 1st line.
This obviously causes the problem of, unless I add everyone as individuals then the process will continue to break every time anyone other than first line logs the call.
I hope someone understands my predicament, and can help.
Thanks in advance.
Josh
-
@Steven Boardman By Jove I think you've got it!
Its now allowing me to select all of them.
Appreciate the help.
Josh
-
Hi All,
I'm currently going through a clean-up stage of Service Manager.
I have 450 calls which are sat in our teams queues as "resolved" and will never automatically close, they are calls which have unfortunately got broken BP's and people have not bothered to tell me, some have got only half the tasks finished as users decided to work round doing the tasks and have resolved the calls.
My first idea was to highlight all of the calls and mass-close them, however every few that I click the options disappear.
I imagine this is due to some of them having tasks left etc.
Does anyone know how to give myself the functionality to do so/ a faster method?
Josh
Mathematics within Service Manager
in Service Manager
Posted
@NeilWJ In my instance -
I am treating the "Value" and "Display" as 2 different ways of showing the same information.
Display - goes out to users
Value - what the BPM sees
As an Example.
The Simple List I have created for users ordering a printer:
The information isn't correct however I am treating the display as what the customer will understand, whereas the Value is the "data" that I can control in the background.
By Doing it the way I Expected it to work, I have the "Display" as the name of the item, where as the Value is the price of it. (I understand Value in this instance doesn't ACTUALLY mean price but for this PCF and BPM that would be the most logical solution for me.)
What this allows me to do is manipulate the value, such as add and subtract OTHER values from and to this. (Laptop field above it which works the same way.)
The user then understands what they are ordering and we can provide a fairly accurate quote immediately based on recent prices, just by updating the simple list when we get a new price list from suppliers.
This is not just for the one process I am trying to implement, having both the Value and the Display as independent reference-able data would be amazing as it allows to customise what the user sees and what we see independently.
Apologies for the bombardment.
Josh