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Mike Hillman

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Posts posted by Mike Hillman

    Issue with Capture Form not applying Conditional Override Flags

    in Service Manager

    Posted

    Afraid the issue seems to be spreading:

    image.png.14d6b1c3996f5b69b4be1ac4cd49482b.png

     

    This is a totally different PCF - the section highlighted yellow should only display if someone selects an option containing the word 'Mobile' in answer to the 1st question (but the question hasn't even been answered

    image.thumb.png.03a425f62a43a4282ce92adee1df6491.png

    Same is happening here - the various coloured notes should only appear when the correct options for each are selected in answer to the questions, the criteria for each is different so they should never display together

    The form above is our main capture form for Incidents, and this is causing a lot of confusion amongst our users when they are logging tickets - pushing more phone calls our way which I don't have the capacity to handle

    Could this be the same issue, or is this possibly related to the outage/issues yesterday?

    Viewing Tasks assigned to Users

    in System Administration

    Posted

    We've had a few people who have left the department, and I'm currently going through demoting them from Full Users to Basic Users to free up the licenses to reassign - I've got one user though who I can't demote, I get the error 'Cannot demote user with tasks assigned'

    This is (hopefully!) a daft question, but where can I view the tasks assigned to them so I can reassign them (also hopefully in bulk)? I'd hope there would be a way to do this on the admin side but I can't find it anywhere

    Cheers

    Issue with Capture Form not applying Conditional Override Flags

    in Service Manager

    Posted

    Bit of a random one - I have a capture form which has been working fine for a year or so, but which has suddenly developed an issue with one of the questions

    The question is set to not be visible normally, but has Override flags set so that if the answer to a previous question on the form (which is a radio button) is set a certain way it becomes visible - but we've suddenly noticed that this question is visible on the form no matter how the previous question is answered, which is causing an issue. So...

    image.png.ad82fab7eb99dd0a44cc9b390fb0cd48.png

    Above, if the question highlighted Yellow is set to 'Access to Existing Folder' the questions in Green should be displayed. 

    If it is set to 'Create a new Folder' everything highlighted green should disappear, but....

    image.png.dfd24d54dc93ffaeda2379eed86743b7.png

    As above, the question asking them to select a Folder is still visible - this shouldn't be

    image.png.fdfc3c5bb4183f5ab1f755f64a9b6a46.png

    image.png.5851aceb9a8d0e269f4b2f2ed3f1bc7b.png

    The settings above are for the question (default and the override flag)

    I am a bit confused by this, as it's been working fine and hasn't been touched - anyone got any thoughts? I've tried fully deleting the rogue question and recreating it, but the same thing happens.

    image.png

    Unable to load/Edit Business Process Workflow

    in Service Manager

    Posted

    Thanks both

    I've done a bit of tinkering - it looks like the issue may be linked to the fact that I was copying/pasting nodes over from another workflow. Rather than settings nodes up again, I tend to copy them over from other workflows where I already have them working (normally in groups of 2 or 3 where I need another workflow to take the same actions) and that's what I was doing here

    As soon as I pasted in the nodes from another workflow I started getting the issues (I have done this many times previously without an issue) - I've now created the new workflow completely from scratch manually without copying nodes over from another workflow and had no issues.

    I'll have a bit of a play around with them when I get home and can use my own machine, see what happens - I guess I may have to stop being lazy (or as I prefer, efficient!) and set things up from scratch rather than try and take shortcuts!

     

    Unable to load/Edit Business Process Workflow

    in Service Manager

    Posted

    I've started again rebuilding this workflow, but I'm now getting further issues

    Trying to add a node into the workflow, and the settings dialog isn't loading:

    image.thumb.png.f19cde5ab79041f6d83d9da52a8b4f38.png

     

    I've also noticed if I try to move the node around I can't click and drag it - I'm using Edge, unfortunately due to our various security requirements I don't have another browser to try and I'm in the office so don't have access to my own laptop to try on there to see if I get the same error

     

    Unable to load/Edit Business Process Workflow

    in Service Manager

    Posted

    I've been working on a new BPM workflow this morning - I created it from scratch, worked on it for an hour or so then saved it and closed it to pick up something else

    I've come back to it and now it won't load for me to be able to edit - it just sits on the spinning Logo and Loading and never loads:

     

    image.thumb.png.41f1861b4ebe0813429488065a5caf19.png

     

    I can open other workflows with no issues.

    Does anyone have any thoughts? I'm pretty much resigning myself to having to start again, but I thought I'd ask the question first

     

    Workflow not sending the resolution email

    in Service Manager

    Posted

    1 minute ago, Jeremy said:

    We have only just noticed that when a request is 'Closed' either manually or via the BPM when you reopen the request and then edit the resolution and re-resolve the Resolution Email is not being sent to the customer.

    This is when the BPM has ended and the system is supposed to send the email as set here:

    image.png.96317d4dda10b3afe8366d9ecd645f75.png

     

    Also unassigned tickets are assigning to you when you open them

    You cannot Assign to the team, e.g. remove yourself as the analyst and assign back to a team

    Please can this be looked into, this has only started happening this morning as far as we can see but guessing that all these things are linked

    We've noticed the same issue with unassigned tickets, although i don't think it's actually assigning them to you when you have it open - it's only displaying as being assigned to you, the ticket still shows as unassigned if viewed in the list (certainly in our case anyway)

    Only started in the last hour or so

    Report on time between actions

    in Reporting

    Posted

    I've been asked to produce a report on the times between updates on a number of requests

    I need to the report to show the length of time requests were sitting with a particular team before being updated, after being assigned over to that team - i.e. length of time that passed between the request being passed to that team and the request being next updated.

     

    I can't figure out any way to do this, and I'm not even sure if it's possible - has anyone any ideas?

    Restricting Visibility of a Particular Service Catalog to certain users

    in Service Manager

    Posted

    Thanks all - apologies, I've just realised I'd not replied back!

     

    I've managed to figure it out - what I've done is subscribe the overall company to the service, which makes the visibility restriction option available on the Service Catalog items. Within the catalog item though, only the overall company is shown in the visibility Include/Exclude list (rather than the members of the company) so I've hidden the catalog item from the entire company and then added the individual users I need to have access in as separate subscribers to the Service, which then allows me to make the catalog item visible to them

    so far, this seems to work!

    Many thanks to everyone for your assistance

    • Like 1

    Restricting Visibility of a Particular Service Catalog to certain users

    in Service Manager

    Posted

    I've been trying to figure this one out, but I've drawn a bit of a blank

    I have a requirement for a Service to be setup which is available to all users (i.e. there are no specific Subscribers listed against the service, it's available to everyone) via the Portal

    Within this service there needs to be mulitple Service Catalog items, but I need to restrict some of them so that they are only visible to certain users (I basically need everyone to be able to be set as a customer against any request raised against the catalog item, but only certain people to be able to actually raise the request in the portal - the service desk analysts/BPM workflows will change the customer on the request later as/when needed)

    I've noticed that there is a Restrict visibility option available on Service Catalog Items, but only when specific Subscribers are listed against the service, it disappears when the service is available to everyone

    Is there any way to do this when the Service is available to everyone (i.e. no specifically listed subscribers?)

     

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