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Steffen

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Posts posted by Steffen

    Can't assign request

    in Service Manager

    Posted

    Hi

    For some reason I can't assign a request, it looks like it does it but when you look at the whole list it is still unassigned, this is stopping the next part of the BPM. please see screen shots.

    Assign - blank not assign, refresh, is assigned, go to list not assigned

    Steff

    request list.png

    timeline not updated.png

    After refresh.png

    After assign.png

    Assign.png

    BPM.png

    Resolution times don't match SLA

    in Service Manager

    Posted

    You can't choose more than 24 hours, if what you are saying is correct I would need 50 hours, do I just have to do the maths then I.e. choose 2 days and 2 hours?

     

    Also the BPM is now getting this error message after I deleted all of the other calendars and just kept the ServiceDeskDefaultCalender

    Xmlmc method invocation failed for BPM invocation node 's1/flowcode-324b81c4': 0200 apps updateReqPriority FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqPriority): nodeName: Invoke Flowcode: Escalate Request; nodeId: 8bb8e0a7-89cc-464d-b83a-00954db2de5d; At 457/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/Requests::systemEscalateRequest] /apps/com.hornbill.core/flowcode/fc_modules/xmlmc.js(189): error X1001: Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] nodeName: Add Default SL Change Entry; nodeId: bf20118e-38b1-4056-96d0-9b65ebffb403; At 121/1: "Uncaught EspMethodCall::invoke: Operation[data::entityAddRecord] nodeName: Create Request Timer to Schedule SL Update; nodeId: 1695d362-5160-4ded-b198-43ff55e33d3b; At 181/1: "Uncaught EspMethodCall::invoke: Operation[apps/com.hornbill.servicemanager/RequestTimers::addRequestTimer] FlowCode Exception (com.hornbill.servicemanager/entities/RequestTimers/fc_ops/addRequestTimer): nodeName: Create timer; nodeId: 9c1c6d17-a0cd-45d4-a21c-408729d006f9; At 140/1: "Uncaught EspMethodCall::invoke: Operation[time::timerCreate] The specified Service Level Calendar was not found" throw(e); _fc_node_exec_9c1c6d17_a0cd_45d4_a21c_408729d006f9" throw(e); _fc_node_exec_1695d362_5160_4ded_b198_43ff55e33d3b" throw(e); _fc_node_exec_bf20118e_38b1_4056_96d0_9b65ebffb403" throw(e); _fc_node_exec_8bb8e0a7_89cc_464d_b83a_00954db2de5d

    How do you show quick guides when logging a ticket

    in Service Manager

    Posted

    Hi

    I would like a quick guide to come up when a user is logging a ticket.  I'm pretty sure I have seen this on demos.

    The example I have is from customers point of view:

    1 - Visit Portal

    2 - Click Application Support

    3 - Click I can't login

    4 - Choose Application

    5 - To the right there would be a guide

    6  - Did the guide work?

    7 -  YES - End (or log a completed ticket so we have a record of use)     NO - Log ticket requesting support

     

    Thanks

    Customer Notification of Analyst Update

    in Service Manager

    Posted

    I noticed on a recent update that you can now send a notification to users when their ticket has been updated.  I think this will start encouraging people to visit the portal, so would like to set it up.  I have tried but cant get it to work.

    Please could someone point me to a guide or explain how to do it.

    Attachments removed when using email routing

    in Service Manager

    Posted

    I have managed to set up an email routing rule that will raise a service request for any email sent to change@... The idea is for staff to raise a change request using a word change request form which will be stored in SharePoint and reviewed.  If a change is authorised then a change will be raised in Hornbill and follow that BPM.

    The problem I have is that the word attachment gets removed when the ticket is raised in service manager

    All help appreciated - or recommendation on how you deal with Change Management that isn't just IT related.

    Self Service (Self Help)

    in Service Manager

    Posted

    We are now looking at implementing a Self Help Service through Hornbill Service Manager,  we don't want to store guides in Hornbill Document Manager as we use SharePoint Online as our DMS.

    We would like people to raise a request either by email or through the service portal.  Once the request has been raised or preferably before the request is actually raised we would like the customer to see a guide and fix the problem or carry out the task themselves.

    A simple idea and we aren't the first people to come up with it :-)

    An idea I have is to use a workflow that would email the customer a link to the document on SharePoint once the request has been raised.

    • This would mean that the ticket was closed and dealt with.  Not very friendly if it didn't do what they wanted and they would have to raise another request or re-open
    • A ticket would have been raised fully, it would have been nicer if the customer could have read a guide mid progressive capture - decided that they had tried that and wanted to continue.
    • I'm going to give this way a go although it seems long winded and people would have to know what they wanted and we would have to know the correct questions

     

    Another is the search function at the top which would point to a document in document manager that has a link to the relevant Guide on SharePoint

    • We don't have enough people using the search function

    How have other people implemented self help fixs / guides?

     

    Steff

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