Josh Bridgens

Hi All, I am attempting to create a new process that has a very strange step, Ideally what I would like is for the Analyst dealing with it, to be presented with a task which is for a call escalation. However, at the same time I need it to give the opportunity to resolve the call and cancel the task. I originally thought of using Parallel processing, however it seems to need BOTH to complete before continuing to the next stage, defeating the idea of what I wanted in the first place. Any Ideas guys? Thanks in advance! Josh

Once again, I really appreciate it - consider this one Solved! I think the forums need a Victor Signal...

@Victor Nevermind, its working! I think I need some sleep. I Really appreciate the help. Josh

Deleted any of the attempts I made, however After looking at yours I think I've realised my mistake.... I was attempting to pull in clauses from h_itsm_requests, with no reference to it at any point (h_fk_team_name)....Whereas yours pulls through c.h_group_id... When you say "ID of the first line team".. I have tried adding "1st Line Support" which doesn't seem to work, so I tried "prospectsservices/corporateservicesandtransformation/ict/firstlinesupport/" Which also seems to fail I think the lack of sleep is having some effects on my thinking today

Good Morning All, I am currently creating a Private "wallboard" for our Co-Ordinator so that they can see the information they want fairly quickly. I am struggling with the Request "I want to see the availability status of 1st Line at all times" I tried to get round this myself before coming to the forums, where I found someone had done this, but it pulls through a list of all teams. The current SQL Query is: SELECT a.h_name as User_Name, b.h_name as Current_Status FROM h_sys_accounts a LEFT JOIN h_sys_accounts_status b ON a.h_avail_status = b.h_status WHERE a.h_class = 1 ORDER BY a.h_name ASC I have tried numerous attempts of filtering this down to just "1st Line Support" but I am not having any luck. Can anyone help? Josh

@DeadMeatGF Have you had any luck with this? The pain this is causing me is becoming unbearable, unfortunately I am being bombarded with these emails and the extra leg work the Service Desk have to do makes the auto logging seem barely worth it. This would also resolve a lot of upcoming problems for myself, for some unknown reason the team here are using a sharepoint form for Starter and Leaver requests, instead of using Service Manager. Their name is mud in my house.

@Dan Munns Sounds like heaven! We have attempted similar and we seem to be gaining some traction with the users going to the portal. Getting back on topic - Fairly new to Service Manager and I am still figuring out the best ways to do things... You have probably already figured this out, however I have gone down the route of having custom questions that map to h_custom_xxxxx This makes it look slightly easier on the eye for the user, nothing too technical! This then uses an "update request - details" node. Summary: Cisco Extension Change - &[global["flowcode"]["customFieldA"]] - &[global["flowcode"]["customFieldB"]] Description: User has requested a Cisco Extension Change The Cisco Extension &[global["flowcode"]["customFieldA"]], which is currently assigned to: &[global["flowcode"]["customFieldB"]] Needs Reassigning to: &[global["flowcode"]["customFieldC"]] Makes sense to us - doesn't confuse the user. This obviously only works for specific CI's, it can be used to keep a good calibre of data going into Service Manager - at least the reports look slightly better Just a thought! let me know what you end up going with, we are still trying to find the happy medium and any input would be great @James Ainsworth I hadn't seen that video, seems like a sensible branching tool for something like User Administration - Thank you!

Hi @James Ainsworth Would it be possible to be kept up to date on this as well please? Thanks!

@Dan Munns Think I missed the point of the Post at first regarding SR's (sorry) I must admit that the F.A.Q section is a little hidden, ours is very bare at this point in time. The tailored questions we have for some of the Incident PC's do have little notes next to them, this is one way we have managed to give users a eureka moment and to put their thinking caps on! I am not going to publish these as fixes. More as a 'have you tried this before you log a ticket with us where we talk you through switching your WiFi switch to the 'ON' position' FAQ guide. But as users seem to have a difficult time locating the published FAQs I was thinking maybe a little prod from within the PC itself might help. Using Cisco Extensions as another example, we have one for Cisco phones that are not currently working - We work on the basis that international dialling must be enabled within Cisco for a User to be able to do so. This may be an easy way of providing some simple instructions without increasing the length of time the user takes logging the call. This is what I meant by the statement. Not as a fix, more as a known Fact. Apologies for the somewhat confusing reply, think I jumped the gun slightly. I believe that the way you have proposed to work these calls Is perfect for what you are attempting. I think the wording is the most difficult part - How do you ask the question, so that you get the right answer? With regards to your "Other" for SR's, can I ask how you tackled the dreaded "I'm not sure of what to put"? at the moment we have it working as a simple single line text field that then gets mapped into the summary of the call, which can end up with some extremely strange calls. Sorry for Hijacking your thread! Josh

For anyone interested I have figured out a way to achieve this! The first node will suspend the call waiting for the change to be scheduled. After scheduling the change the second node will get the request details. The Third node will then Map this date and time to the custom fields within the request! It is then easy enough to add these custom Fields to the automatic email. If there is an easier/shorter version of this I would love to hear! Regards, Josh

Hi Catherine, You just need to Click on Save. Then refresh the page you are resolving the call on, it should then show. Josh

Hi Dan, After rolling out our Self Service Portal to the rest of the business last week, one thing has become apparent: You will never get rid of these calls! I spent weeks creating custom PC's and BP's for separate Catalogue items, which work extremely well, albeit a bit messy on the Admin end with 20 different PC's and BP's, these are being consolidated into one BP for Incident and one BP for Service Requests when we have Change Process down to a T. However people prefer to use the (reluctantly included) "Unsure?" Option, allowing users to input their own information instead of tailored questions. I have some good feedback from the users who have tried some of the other catalogue Items, such as Cisco Extension change requests. (as an example, not finished product) 3 simple questions that can be formatted with all of the information we need to fulfil the request. With regards to incident logging, I have found that, unless it s a sure fire fix for something, don't publish to users. Hope this helps and doesn't seem like the ramblings of an insane person! Josh

Morning All, I was hoping for some help regarding an automatic email we need to go out as part of our change process. Ideally we would like this to go out after a change has been scheduled in the Change Calendar. Is there any Field mapping for it to pickup the scheduled Date's and put that in the email? Any help would be appreciated. Josh

Seems to be back up and running now. Do we have any idea what caused it?

Hi All, We are having a slight issue with an undetermined number of users, Our userbase has a large number of contracts included that will all have different email addresses, when doing our LDAP import it is picking up from the Users Email Address within Active Directory. The problem with this is that it may not match the e-mail address they are sending from. Is there anyway for us to map the primary SMTP within AD to the Email field within Hornbill? Thank you in advance for any help.

Hi @Bob Dickinson, this is something that would be extremely useful for myself too. Is is there a way for us to use the reporting to see how long a call has been open for (in days) Josh.

Got it working Monday Morning and we are officially live! Many Thanks @Victor and @Lyonel For the help. Much appreciated.

+1 to this... I have an auto log email that will do the job adequately picking up from "AD Security group change".. however it requires an extra step saying "what is the correct customer this should be logged to...." If there was a way to update the request based on some text (customer email/name in the body) that would be brilliant. We have an email that sends to us that has the same information except for a few certain things that pickup from Sharepoint. This option would be brilliant. It would also cut down on the time spent checking the calls logged to the correct person...

Below is the error message I receive:

I am currently trying to clear down our "test" requests that have been logged ready for our Go-Live, I am having some problems with the Clean Utility, I have checked the credentials it is using to login are correct by logging into the admin account myself, however as I go through the utility, it prompts that "there are no requests to delete." and promptly closes. I have attached my json file, Any help would be appreciated as we would like to go live very soon! conf.json

Hi All, Within the Asset Management side of Hornbill, would it be possible for us to be able to change the Hard-coded State and Operational State to different Text strings? Many Thanks in Advance, Josh