Adrian Simpkins

Hi Victor, Quick update: The User who raised the issue on this specific request is also able to now change the Site with no issues Many thanks

Hi Victor, Just tried it again on all 3 browsers today: IE: doesnt load any Site other than the one that is loaded from Customers Profile Edge: Appears to let me change the Site? Chrome: Appears to let me change the Site? It definitely was not working yesterday for myself, or the User who raised the issue, however when trying it today it appears to be working now? Not sure why it was not working before today on this specific request though still? I have just tried it on a handful of other Requests and all appear to let me change the Site with no issues. So it looks like the Support Ticket can be closed, I will keep an eye out for this occurring again, and if it does I will repost / raise another ticket> I will talk to the Users who highlighted it to check they can do this now as well Many thanks !

Hi Victor, The issue is changing the Site on a Request in the Details tab once it is assigned to a User. We have 3 main sites that load as part of our OU / LDAP import so each customer is set to one of the predefined 3 sites. Our teams then use the Site filter to set their work, and sometimes the Site the Customer has set needs to be amended so that the team(s) on the other Site can then view it in their Request List. The issue is that on this particular request we need to change the Site but when I go to change it the Save option at the bottom of the Details tab is 'greyed' out so only the Site the Customer has set against their profile is available. However, when I try this on other random requests I have no issue in changing this Site field in the Details tab, so just trying to understand why unable to change it on this particular request. I have just double checked the setting app.request.update.site.showAllSites and this is still set to On as per last updates Hope that makes sense Thanks

Thanks Steven for the clarification. I will follow these changes that I am a member of from here on, and will let you know if there are any issues Many thanks as always !

hi Steven, I have come across the 1st example - Change request where I am a Member, I sent an email yesterday and placed the request on hold. The Customer responded around 2 hours later but I did not receive any notification for the update, I only noticed it from checking our CAB Board where the request was no longer on hold. I would normally expect to get a notification in this scenario on a SR or IN Many thanks

Thanks for confirming Steven I will highlight any where there was a notification that I did not appear to receive if I come across any examples Many thanks as always

Hi Steven, So another different User is reporting the same issue when trying to use the Escalate button on a request - again I was able to run it with no issues, however the User is getting the same error as before. I was able to escalate this with no issues just now. Again the only thing I can see that is different for this User is they are working remotely via VPN. I have also got her to clear down the browser cookies, history etc and she has tried it in 2 different browsers (IE and Edge) with the same issue. Shall I raise this in as a Support Ticket? Many thanks as always

Hi All, Just wanted to confirm that Notifications work in the same manner on a Change Request /Service Request / Incidents please. The reason I ask is I do not appear to receive notifications against Change requests like normal i.e. update to the request. I don't have any specific examples as such, just wanted to confirm that we should receive Notifications in the same manner on Change Requests please. I will then capture the next example I come across where I would have expected to get a Notification, Many thanks !

Hi Victor, Thanks - the Site appears correct that is set already on the account. I will raise a support ticket now

Hi All, So I have another request where we are unable to change the Site on the Details tab - I have double checked and app.request.update.site.showAllSites is still set to On - however, I am unable to change the site to one of the others (we have 3 main sites we set our requests against to filter to different site teams). I can change the Site with no issues on other requests but have this one request where no one can change the Site? Also the User who raised this issue mentioned the ability to change the Site appears sporadic - one week she could change it, then next she was unable to change it. I have also tried it on 3 browsers: IE - IE is not populating the Site when I change it in the details tab at all so unable to change the site at all Edge - Edge shows the alternative Sites when I start typing, but the Save button is not available to confirm change Chrome - same as Edge - shows the Sites, but no option to Save on the details tab. Any ideas why one specific request will not let us change the Site please? Many thanks as always

Bump

Hi Mark, I recently raised the same issue - solution found in this post, Thanks Adrian

I am going to follow this as well, as this sounds excellent idea - should help the Users here organise better, and hopefully stop some of the 'rumbling' going on

hi Lee, looks like a number of us are affected - there is another thread opened just before yours:

+1 for us as well, just checked our Resolved requests / 5 day limit and none have closed since 10:03 - when i click into the affected requests getting error: Xmlmc method invocation failed for BPM invocation node 'stage-002a7c41/flowcode-83883195': 0200 apps updateReqStatus FlowCode Exception (com.hornbill.servicemanager/entities/Requests/... Looks very similar to the situation we had a few weeks back where requests errored when trying to move from Resolved to Closed in the 5 day closure process Thanks

Hi Steven, I have updated the process as above, and tested the button and it works fine. However, its always worked for me with no errors, so I will monitor and see if any of the Users highlight any issues going forward Many thanks as always Adrian

Hi Armando, No problem copy of the Set Notice on request node below: Many thanks

Hi Armando, No suspend nodes in the process, the flow is as below Thanks

Hi All, I have had 2 Users report an error message when trying to initiate a custom button Auto Task for escalating requests. In both instances, I was able to run the escalation on the affected requests with no issues. The only out of the ordinary factor here is they were both working remotely via VPN when they received the error. Would anyone know why this may occur please? Error message received is shown below, Many thanks as always

Hi Toby, we updated our LDAP import config to add this role to all our basic users accounts once we enabled the setting, of course I am presuming you have an import from an AD setup here, otherwise if your user base is small and manually setup, then I think it would be a manual process Thanks Adrian

Hi Toby, they get a new tab option on the portal like below - same look and feel as Cancel within Service Manager Thanks Adrian

Hi All, As yet we have not implemented and started utilising the Problem and Known Error processes within Service Manager, and I have been looking at getting this setup across our Services. One thing that I have noted is that we can set one Problem or one Known Error process against each Service. However, some of our Services sit across a number of teams, so I was interested in seeing how this may have been implemented by others who also have Services that sit across a number of teams. The main example I can include off hand would be our Systems Support Service - we have one catalogue item for raising a System Issue where our Customers can select a system from a provided list, or enter a 'Not Listed' value - the BPM then uses this data to farm out the request to a number of different teams dependent on the system selected. So I just wanted to confirm my thoughts above in that we will have one standard Problem and Known Error BPM setup, and use the PC when raising to capture the team it is for, then use this data to move the request to differing teams for action Many thanks as always! Adrian

Hi Martin, as far as I am aware the Impact Assessment function is completed by the Analyst upon accepting a request and it will trigger depending on the location of the assessment node in the BPM - is it this internal function you are referring to? We have looked into having this function completed by the Customer but as it is only available in Service Manager / in the BPM we have setup an impact assessment that the customer completes which writes to custom data fields for Impact, Urgency, Patient (Customer) Impact etc Thanks Adrian

Hi James, I presume you have a Raise new progressive capture in place referencing the catalogue item so that if it is raised internally the questions all trigger correctly to capture the priority? This is set under Service manager setting app.itsm.progressiveCapture.newRequest and app.itsm.progressiveCapture.newRequestFromEmail. If there is no logic here to point to the catalogue item the request will raise with no data and will take the default path, and if all requests are taking the no match path it may be this that is causing the issue. Thanks

Merry Christmas and a Happy New Year to you Jeremy and to all the rest of the Hornbill massive !