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Logan Graham

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Posts posted by Logan Graham

    Assign to Owner (role)?

    in Service Manager

    Posted

     

    @Paul Alexander Just a thought, could you not just assign it to a group and add specific users to that group? This way instead of changing all the bpm's you just need to edit the group. I would of thought even if there was a role you would still be adding/removing people from that role like you would be a group?

    As far as I could tell you can create as many group as you like in hornbill.

    (forgive me if Im in the wrong ballpark)

    New Integration Request - PRTG

    in Integration Connectors, API & Webhooks

    Posted

    Hi All,

    Something that was mentioned at Insights was if we wanted a new integration adding to post it here, forgive me if it already exist but I couldn't see it when trying to set up a process.

    We use PRTG as monitoring here and as I understand it, it is used by quite a few companies so I am surprised it hasn't been requested/set up already. 

    One of the things we would like to do with this is acknowledge alarms with the Hornbill ticket reference as the message. Then once the ticket has been resolved to rescan the sensor to check it all comes back up. Also if possible to make is so if a sensor goes down instead of sending a email it links into hornbill and just raises a ticket with custom text.

    For us personally it would be good for automation if this could be added, my API knowledge isnt the best so hopefully what I am asking for makes sense.

    Here is the link for the API setup of PRTG if it is any help.

    https://www.paessler.com/manuals/prtg/application_programming_interface_api_definition

    Thanks in advance,

    Logan G

    Saving Issue - Details Form and Filters

    in Service Manager

    Posted

    Hi All,

    Hoping you can help me, we seem to have an issue with saving in a couple of places in Hornbill. 

    I noticed in the details form that if I fill out any text fields I cannot click the save button(its greyed out) The only way for me to be able to save is to set dates in the form where we used to be able to just put text in the boxes and then hit save. 

    The second area doesn't happen all the time but if we make a change to a filter such as remove "closed" from the status we are sometime unable to save that filter again it is greyed out. The only way I have found to fix this is to come out of the filter refresh the page and then go back in, this then gives you the option to do it. As mentioned this doesn't happen all the time but did happen when i was in my product specialist session yesterday with Bob so sadly I cannot get screen shots of this but it is similar to the details form.

    Any help would be great.

    Thanks,

    Logan G

    Details Form - Details.PNG

    Details Form - No details.PNG

    Additional Conditional Field Not Showing

    in Service Manager

    Posted

    Hi @Steven Boardman thanks for the reply, i think might be slight confusion the drop down option isn't appearing in the initial progressive capture process. The settings set on the Support Development form field is exactly the same as the Chief Executive office form field(with the name changed). As far as I can tell in the progressive capture everything is set right as per my screenshots in my opening post. 

    Attached is where I would like to see the drop down option.

    Thanks for looking into this.

    CC - drop down 3.PNG

    Additional Conditional Field Not Showing

    in Service Manager

    Posted

    Hello, 

    Hoping you can help me, I am currently trying to add an additional conditional field to our existing change control service but I cannot get it to appear when I try to create the job, I can see it in the list and all tick boxes that need to be ticked are, but it still does not show as an drop down option. I have followed the wiki and copied the others that do show but this one will just not appear and I am unsure why?

    Please see attached snips of the process.

    Any help would be appreciated as it has got me puzzled.

    Thanks,

    Logan G

    Conditional field - CC.PNG

    Software dev - CC 2.PNG

    Software dev - CC.PNG

    Assign Human Task to Team

    in Service Manager

    Posted

    Hi @Victor I think I might of spoke too soon, I seemed to get this error when a ticket went through the round robin assignment rather than myself assigning it to a team member. If I assigned it manually it was fine and worked as it should. If I waited a minute for the round robin to kick in it threw up this error straight away.

    Error on IN00054432.PNG

    Assign Human Task to Team

    in Service Manager

    Posted

    thanks for the fast response @Victor Thought it might be something simple. I think you answered what I asked in the second part with putting it to teamID as the ticket gets assigned to that team anyway. I figured it was just a problem with the variable. 

    I will give it a go and let you know.

    Thanks again.

    Assign Human Task to Team

    in Service Manager

    Posted

    Hello all,

    Hoping you can help me as I am struggling to get my head around something that has come up in my teams. 

    We currently have a human task in our BP's where if a member of the IT support team cannot complete the job they hit "no" and it goes to a escalation board. I then assign this to a member of our IT Technical team (shortly followed by a grumble from them) and they then get the same human task. The problem I am finding is that task is not assigning to the technical team and they are unable to complete it and are having to manually resolve the ticket rather than following the tasks. The task is actually staying assigned to the IT support team which they are not a member of.

    I have looked at the human task which looks like the "can analyst resolve" image attached. Now I could be wrong but i thought the variable that is in place in this should get what team it is currently assigned to?

    I have also attached an image of the flow of the BPM for this. 

    I would like it to possibly before the task is created allow for all teams to be able answer it at any point as some tickets with go straight to the tech team but they follow the same process. So maybe something like "IT support or IT Technical support" can complete the task?

    Any thoughts would be great.

    Thanks,

    Logan G

     

    can analyst resolve.PNG

    Assign to new analyst.PNG

    Error when taking request off hold

    in Service Manager

    Posted

    @David HallHi David, Just wanted to note that a couple of my guys are getting this to, also seems to be affecting jobs automatically coming off hold. IN00051191, IN00051266, IN00051147, SR00050341. All are ones that had this issue. 

    Seems to of been happening since applying Build: 1439. 

    Only seems to happen in the job once for us and hitting refresh seems to make it work again.

    Thanks,

    Logan G

    Views stopped working

    in Service Manager

    Posted

    @ArmandoDM thank you for the reply, so attached are two filters I have set one of which I have set since I started here 8 months ago. 

    The "names" attachment is the new one I set up where I have to have each member of my team listed to show all their tickets. equals about 100 tickets in total.

    The "teams" attachment is the filter I had set for a while where it used to show all tickets but now only shows 30 in total. It seems to only show the the "IT Support" team and not the "first responders" team. I have checked and made sure that the names in the list are in the "first responders" group and this seems fine and only I would change this anyway. 

    If you need anything else let me know.

    Thanks,

    Logan G

    names.PNG

    teams.PNG

    Views stopped working

    in Service Manager

    Posted

    Hi I think we get getting the same, I add a view with a couple teams I am getting a lower amount of tickets than what there is (would be great if the tickets list was that low). If I add each member of the team individually I get the correct amount of tickets.

    Thanks,

    Logan g 

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