Logan Graham

@Deen Perfect thank you and please thank the dev team. Thanks, Logan G

Hi @Deen Thanks for the reply, just seemed strange that if the service is retired you can still see the requests in the list but cannot access them. Almost seems pointless to have them display at all. Maybe something of a development request?

Afternoon All, Hoping you can help, I have retired one of our services today as we are moving to a redesigned service, however, people still have tickets in this service. I have managed to get the ticket to show in their request lists on self service but they are unable to click into the ticket as it says they do not have permission to view. Is there a way to make the service not show on the portal and the customer still have full access to their tickets? Thanks, Logan G

@James Ainsworth Hi James, we are actually changing the service desk so "I need help" and "I need something" are 2 areas that users can go to. We currently have a lot of portfolios for all different teams set up and what we are trying to do is set this so it is one area and then it will be IT support, finance support and facilities support as it is currently a bit of a mess. I think what we have currently is the wrong way round with how it works and is causing confusion with ticket logging. I would be good to have a chat with you actually on this if you have time as what we currently have seems a bit of a mess and what I am looking at implementing almost goes against what you are suggesting, it was something I discussed at insights with bob who seemed to be on the same sort of page as me. Luckily it won't be difficult to change anything I have in place as I haven't actually implemented it yet and it more trial and error at the moment.

Hi All, Hoping you can help me, I am trying to see if there is a way to move the services in the service portfolio into a different order? I am doing a bit of work at the moment and soon we will only have 2 portfolios but for now we have about 6 and i would like to make the two new ones be the first ones they see on the right. Like below. Thanks, Logan G

thanks @VictorI will give this a go

Hi All, Hoping you can help, I am currently changing a BPM that has a task set up so when a ticket comes in I can select from a list who I would like to assign it to,,However, when it gets to this point of my BPM I get this error "Xmlmc method invocation failed for BPM invocation node 's1/task-f4812df9': 0203 task taskCreate2 The element <outcome> was not expected at location '/methodCall/params/outcome'" Not sure what is different from my previous BPM where this worked the only thing I have changed with this the outcomes are named differently but these have all be assigned to a auto task. Attached is the accept call task. If you need anything else please let me know. Thanks, Logan G

@Martyn Houghton @Nanette Thanks both, thought best to log it

Hello, We seem to be getting this error on all our tickets this morning. queryParams validation error: The element was not expected at location '/methodCall/params/queryParams' Is there an issue? Thanks, Logan G

@Victor As requested

hi @Victor I actually already had this but what I found was it wouldn't wait for an update, im guess because technically would it being put on a hold be an update? if I have set up what you suggest it seems to go on hold for a moment then instantly reopens.

Hi All, Hoping you can help me, something we have noticed today is when we search for a customer where we have a few people with the same name in this case Richard. It seems to only show 10 people is there a way to show all and as you type it filters them down? Thanks, Logan G

Hi @James Ainsworth This works if I do a update to this affect but does not work if I resolve the ticket, what I would like to do is when the link ticket is resolved it will take the first ticket off hold. Any idea how I might do this? I have tried putting "resolved" into that box but this does not work. I think what I need is something like "wait for linked ticket to be resolved"? Thanks, Logan G

Hi @James Ainsworth thanks for your reply, If I try using the wait for linked update I get the attached error? Thanks, Logan G

Hi All, Hoping you can help, I am trying to set it so when a ticket is automatically raised as a linked request it will put this ticket on hold, then once this linked ticket is resolved, it will automatically set the first ticket to open. I have got the raising ticket thing sorted but it goes on hold then instantly comes off hold and doesn't wait for the linked ticket to be updated. I have tried various wait for's but it doesn't seem to suspend the ticket. Any ideas would be good. If you need examples of the nodes I am using let me know. Thanks, Logan G

Hi @Deen Any further updates on this at all? Thanks, Logan G

Hi @Steve G thanks for looking into this and the info! I did know about the powershell scripting for PRTG mostly was down to what it sends, if you just use email notify it sends a load of information not actually needed. I will take a look to see if I can tweak a few scripts to do what I want, think I was dreaming of a nicer way than scripting not something I enjoying having to do. I did forget about the hornbill scripts as i know they were mentioned at insights. Thanks again.

hi @Steven Boardman @James Ainsworth it was down to the copy, I was copying the service thinking it would need this to go to the right service. Now seems to be working after setting this to ignore. Thanks, Logan G

Just to note in the variable box for catalog I have tried IT Support Major Incident, "IT Support Major Incident" and ["IT Support Major Incident"]

Hi All, Hoping you can help, I might be just being blind but I cannot see a way to auto raise a ticket using BPM or at least I cannot get it to work. Attached is what I currently have set up but basically I have a task set to raise a major inc and I have another BPM set up to deal with major inc's this is under another catalog call "IT Support Major Incident" but I have set this in the options in the node but it still raises it as the top catalog and not the catalog I want. Thanks, Logan G

@Paul Alexander That worked!! strange how the == doesn't seem to do it but contains will do what I want it to do, thank you!

Hi All, Hoping you can help me, I am trying to set so when users answer some questions in my PCF it will automatically set the priority in my BPM. I have it so it picks up a priority no problem but I would like there to be a decision at the beginning of my BPM that depends on the answers to my questions. All the questions are just tick boxes and at the moment I have it set if all 3 are ticked it will raise a P1 but I have been trying to make it so it will raise a P3 if all are unticked. The problem I am having is it is ignoring the decision node and just setting as P1 and all the questions are showing in the ticket. Attached is how I have it set up but I think I might just be over complicating things. Hopefully this makes sense. Thanks, Logan G

hi @Deen Just following up on this, have you had any further thoughts at all? Thanks, Logan G

Hi @Deen thanks for the reply, for myself I am using Google Chrome, tested in IE and tried using tab and still getting the same. Thanks, Logan G

@Gerrythanks for the reply, yes I think you are right might of got my wires crossed, PRTG is done behind our firewall so this would make sense as it has a physical server, might have to look at other ways of doing what I want or possibly wait till ITOM is up and running and see how it works fully. As for what I am trying to achieve PRTG is a monitoring tool that checks out infrastructure and basically we have to manually log in to PRTG and check sensors if they are down etc. So what I was looking to do was to have it contact Hornbill log a ticket when a sensor is down and then acknowledge the alarm automatically with the ticket number. The logging of a ticket in Hornbill is easy as I can just get it to send an email to Hornbill and auto raise but its the auto acknowledging part that it something I cannot do. Thanks again, Logan G