[SLA Reporting]

thanks @Philip Hanlon appreciate the info

i will have a proper look

One of our devs is currently looking at using the API to capture the same request update data into an on-prem database. Will let you know how we get on

[Chat acess for service manager agents]

thanks @Gerry, sounds good to me

We very much just need the original chat transcript within the service manager request, so the assignee of the request can see the service desk activities that have taken place before the need for the request to be created and allocated to a differing team

Noted the limitations in media not being part of that transaction between the two applications. I am sure the team can work around that, but it would be a great feature if images and attachments did get passed to the request. One for the backlog maybe

[Automation Workflow Guidance]

prefect, thanks @Ricky, understood

[Automation Workflow Guidance]

Morning

i would really appreciate some guidance on the approach to building our own IT Automations

i have:

1) built a service manager progressive captures that writes the parameters from the questions asked into Custom Variables

2) built a service manager BPM that will call the IT Automation or Runbook node to action a piece of Powershell built by ourselves and uploaded to the ITOM package library

I am struggling to work out how i pass the appropriate input paramters into the automation node so they can be processed by the ITOM job

 

appreciate any guidance

Andy

[Automation Triggers]

perfect, thanks @Graham

[Automation Triggers]

Afternoon

I know a job can be scheduled to run or initiated by a automation call from a service manager request.

Is there an API or interface that allows a external call to start a job?

thanks

Andy

[Service Build updates]

[Service Build updates]

Afternoon

apologies but i cannot find any information on how to update the service build number for ITOM. Can anybody help?

thanks

Andy

[ITOM Option gone in instance]

looks like its back

[ITOM Option gone in instance]

thank you @Graham

[ITOM Option gone in instance]

Hi Team

we seem to have lost the ITOM option in our instance. Can somebody please take a look

many thanks

Andy

[Chat acess for service manager agents]

Morning @James Ainsworth

thought i would see how the review of this request was going??

thanks

Andy

[SLA Reporting]

Hi @Bob Dickinson, as a work around we have used the webbook functionality to capture the event in an on-prem database

The plan is to push this data into Power BI to report on

thanks

Andy

[SLA Reporting]

thanks @Bob Dickinson

[SLA Reporting]

I wondered if it is possible to report on who the owner/ assignee team of a ticket was at the point an SLA target breached ???

many thanks

Andy

[SSO Login Changes Coming]

Can i please check if there is any URL impact of the new SSO approach??

many thanks

Andy

[Chat acess for service manager agents]

morning @James Ainsworth

just thought i would check in on progress of this one. Its a show stopper for us, as soon as fixed we would like to launch Chat to our customers

thanks

Andy

[service domains and sevice manager data]

Morning @Deen

did this one get formally added??

thanks

Andy

[Request List View]

Hi,

can i please suggest an enhancement opportunity.

It would be great to be able to have the List View and Dashboards available on the agents home screen rather than having to toggle between the 2.

many thanks

Andy 

[Power BI Integration]

@Steve G, thanks so much for the quick reply , that has worked , i will update my version of the script

[Power BI Integration]

Hi

i have been using the R Script integration to Power Bi, i have tried to update the data this morning and get the following error. Any ideas what this may be???

Has been working fine until yesterday

ERROR

DataFormat.Error: Unable to translate bytes [E2][80] at index 1083 from specified code page to Unicode.

 

thanks

Andy

[Web Hooks]

thanks @Steve G, i will pass onto the dev guys

[Chat acess for service manager agents]

@TrevorHarris please can i have an update on this 

[Domain Filter Recently Viewed & Requests Widgets]

perfect , thanks @Ehsan, understand that this filters automatically rather than having to apply to the widget itself

thanks

Andy

[Domain Filter Recently Viewed & Requests Widgets]

Hi Ehsan

thanks for the reply

In terms of the My Requests widget - is it possible to filter that item by domain?

It would make sense for domain pages to have just those requests, otherwise the search and services can be filtered by domain but then the my request widget will show all requests?

thanks

Andy