AndyGilly
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Enhancement Requests
Posts posted by AndyGilly
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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
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thank you @Ricky
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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??
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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
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thanks @Steve G, is there anything we need to do our end??
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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
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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??
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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
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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??
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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
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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
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thanks @Bob Dickinson, hadnt set the Get service details node up first, now that is in the BPM all is working well
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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
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thanks @bob, that would work, we already have a node setting a couple of variables, we will add that in
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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
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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
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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
ITOM update custom field error
in IT Operations Management
Posted
thanks @Ricky
node properties are