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JoanneG

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Posts posted by JoanneG

    Request Ticket - edit answers on the questions

    in Service Manager

    Posted

    Good Morning

    Can someone point in the direction of the permission you require to be able to edit answers on questions... on a request... As an Admin, I can make changes just potentially looking at Service Desk being given permission to just tweak info like updating a phone no. or adding more information.

    Many thanks 

    Jo

    User updating Request when the Status is Resolved or Closed

    in Service Manager

    Posted

    Good Morning, thank you for your help... Yes I have to the rules set to Off... 

    We also have to two-stage closure setup, however on receiving the Resolution Email, the user has just replied to the message, instead of reading it and clicking on the link which would take them to the portal to allow them to then reopen the request.  I was just wondering if there was any other options... 

    I will look at editing the resolution email..

    User updating Request when the Status is Resolved or Closed

    in Service Manager

    Posted

    Good Afternoon

    Please can someone advise me on the change I would need to make on the Business Process, for the following scenario:

    On a request Status being either Resolved or Closed, we are having some users replying to emails which is updating the requests, however when this is happening we aren't be notified of this update.  Is there anything we can put in place to give us an update..

     

    Business Process for First Time Fix - Service Level Information to be Displayed

    in Service Manager

    Posted

    We have a Business Process for a First Time Fix, however we've had a query were it is showing that it has breached, due to the Resolved By details not working.  One looking at the request, within Information it isn't showing the Service Level information i.e. Response Time and Resolved Time  (completed times) like it does on normal request (as per screenshot below). Just wondering what I am missing from the business process...image.png.ac965b2564b8cf5808e0213e5a804760.png

     

    Thanks in Advance.. 

    wwl-new-incident-ftf-process-service-desk-ad-pwd.draft.bpm.txt

    Reporting / Board's

    in Service Manager

    Posted

    Good Afternoon

    We are wanting to create a report which is based on a board we have on Hornbill which uses the Stage Information on the Business Process to populate..., just wondering if it would be possible to do?  I have attached the Change Board view and Change Business Process.... to try and assist...

    From the Change En board image, there are 5 stages, Awaiting Triage, Information Gathering, Approval, Implementation, Review.... The information is pushed from the Business Process, but just wondering how we could use this on the reporting... I can only think of the Status but that would just be New, Open, Resolved... but the Information Gathering, Approval and Implementation would have a status of Open, so not sure how you would be able to distinguish the different stages...

     

    (Hope this is explained ok...)

     

    Change En Board.PNG

    Change En Busiess Process.PNG

    Error on authorisation node within Business Process

    in Service Manager

    Posted

    Please can you advise on the following error on a Business process, it has been working on other requests, but this one is bringing up an error :

    Status : Failed

    Last Updated On : 19 04 2022 17:11
    flowcode ("s1"/"flowcode-a58adab4") execute: at 1/113: "Uncaught TypeError: Cannot read property 'outcome' of undefined" ((function(s){ return false || s !== undefined? s: "" })(global.email_auth_node_state["emailApproval-9b30c187"].outcome))" ---------------------------------------- ((function(s){ return false || s !== undefined? s: "" })(global.email_auth_node_state["emailApproval-9b30c187"].outcome))

    SR00109719 Hornbill error.PNG

    Requests being Responded to by Email when Status is Closed

    in Service Manager

    Posted

    Good Afternoon

    Please can someone advise me on the change I would need to make on the Business Process, for the following senario:

    On a request being within the closed status, we are having some users replying to emails or updating requests even though the status is Closed. When this is happening we aren't notified of this update.  Therefore I am looking at setting up a reply email if possible, to request the user to log a new request or contact the service desk.

    Admin Audit Trail

    in Service Manager

    Posted

    Good Afternoon, I am just wondering if there is an audit trail, when making changes within administration.  For example if a Team within Organisation has the "allow task assignment" turned off, would this be recorded somewhere?

    Business Process - Approval / Reject Question

    in Service Manager

    Posted

    Good Afternoon

     

    Please can someone provide me with some advice, we have a Business Process created for requests for new Starters within the organisation.  However when the Line Manager is authorising the request, if they choose to reject the request, they then are required to put a reason why the request is being rejected however this is not updating on the Timeline which I am wanting... 

    Request logged using Auto Routing from Email which is bringing up error (but only on 2 requests)

    in Service Manager

    Posted

    We have setup Auto Routing on server emails, which has been working without an issue but on 2 calls in the last week, we have received the following error:

    Status : Failed

    Last Updated On : 23 09 2021 03:08

    Xmlmc method invocation failed for BPM invocation node 's1/flowcode-8e38b680': <methodCallResult status="fail"> <state> <code>0200</code> <service>apps</service> <operation>updateReqStatus</operation> <error>FlowCode Exception (com.hornbill.servicemanager/entities/Requests/fc_bpm/updateReqStatus): nodeName: API Call: Update Request; nodeId: d044b73a-fbba-422c-aac1-db6b754b8438; At 501/1: &quot;Uncaught EspMethodCall::invoke: Operation[data::entityUpdateRecord] Failed to commit database transactions&quot; throw(e); _fc_node_exec_d044b73a_fbba_422c_aac1_db6b754b8438</error> </state> </methodCallResult>

     

    I have checked the Auto rule and Auto rule template, Business Process and Progressive capture... but with this only happening on 2 calls out of at least 100 or more calls... can't see it being configuration issue...

     

    Can anyone advice on the error?

     

    Thank you in Advance

    :)

    Routing Rules/ Routing Rule Template Advice

    in Service Manager

    Posted

    Good Morning,

    If possible please can someone provide me with some advice.  We have setup a Routing Rule, and linked a Routing Rule Template, but we are wanting to link the request to an asset for example a server.  How do you do this... on the template for the Template, it is saying Assets Template Details.... tried to add the asset name in here but it doesn't accept it...  How would I be able to link an asset to this rule?

    image.thumb.png.175552332f2905e50baaabc919aa6eb5.png

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