AndyGilly

thanks @Ricky node properties are

Morning, We have a runbook that creates a service request , updates the timeline of that request with some info & then looks to update the custom fields step 1 & 2 complete fine but step 3 fails i cannot see why this is failing please can someone help?? thanks Andy

thanks @Ricky , all working now

thank you @Ricky

Morning @Ricky can I please have an update on this issue?? thanks Andy

HI @Ricky we are still getting this error, could you have a check please thanks Andy

thanks @AlexTumber do you know if there is anyway in the BPM I could write the supplier to a custom field when that sub state is used??

Morning Can I please check if when this functionality is used and a supplier is linked to the ticket through the use of the sub-state. Is that supplier held in the main request table against that ticket forever? I would like to report against tickets that are linked to a supplier and see the SLA performance but am unsure if the supplier to ticket link persists post the ticket being resolved thanks Andy

thanks @Steve G, is there anything we need to do our end??

Morning Team we have started to build our own packages but are having problems reading the script when viewing post creation, can somebody please have a quick look?? thanks Andy

Morning Team i keep getting the following error when ITOM tries to find the instance options for variables in the cloud automation request parameters. Is there something else we need to configure?? thanks Andy

Hi @Ricky if you mean the service manager process. Then i know a colleague at Hornbill has recently released an update that allows us to turn on a setting that allows BPMs to be completed even if tasks are outstanding. See the link In this use case the runbook will be only creating the SR not resolving it. Do you think this makes a difference? thanks Andy

@Ricky thanks for that , using the cloud automation works better are you able to help with the 2nd part? We would like to build tasks against the created request. In service manager BPM designer the creation of a task is within the Human Task node which doesnt seem to be available in ITOM??

Hi @Ricky thanks for this, i can see how i create a request. what i was hoping to do was create some tasks with the request dependent on input parameters to the runbook. In service manager the creation of a task is within the Human Task node which doesnt seem to be available in ITOM?? Also, when creating the request i can not see how i would set the customer of the request (at creation). It seems to assume you are creating a request from within a request. Do you know if it possible to set the customer of the request via a input parameter to the runbook? thanks Andy

We would like to add number tasks to a automatically created service request based on a number of variables passed into the runbook Can you help by proposing the best approach to achieving this??

Hi we have a active directory group management job in error. It that worked fine previously then has started to get stuck in a 'waiting' state the debug log, monitor & and console views are empty in the job any ideas of what could be causing the issue? thanks Andy @Adam Toms

thanks @Ricky

Afternoon WW are looking to remove non MS edge chromium browsers from our default build can some please confirm if the early edge issues has been fixed and whether edge chromium has been used for any testing? many thanks Andy

thanks @Bob Dickinson, hadnt set the Get service details node up first, now that is in the BPM all is working well

morning @Bob Dickinson has the update that allows us to take this approach been released to customers? i cannot see the service domain in the list of variables on our instance currently thanks Andy

thanks @bob, that would work, we already have a node setting a couple of variables, we will add that in

Hi @Deen can i have an update on this one please?? thanks Andy

we would like to be able to create a schedule for a release cycle where a release or change template could be used to generate a occurrence of a change or release on a given cycle would appreciate any guidance or thoughts?? thanks Andy

Afternoon I am interested how people have chosen to make the costs of catalogue items visible in the self-service portal and also make it available to approvers when that part of a service request workflow is used The only approach I can currently find is to add a cost section to each catalogue item description?? many thanks Andy

ok, thanks understood @Gerry I guess i was just looking at error msgs etc that would add value to resolver whilst not asking the chat agent to have to copy and paste across to the service manager request post creating that ticket but understand the complexity