Berto2002
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Enhancement Requests
Posts posted by Berto2002
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Please simply make the Snippets feature available for Updates. It can even be the same Snippet set. This would be REALLY useful!
Snippets are useful for Resolution but teams use the Update feature 3-4 times more often; and usually they are sending standard words to the customer for things and currently have to manually type them or copy and paste from notepad/docs:
- asking for more information
- instructions to try certain things out to assist in diagnosis
- updates of standard diagnosis steps taken
- chasing closure
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Firstly, thank you for filling-in my understanding and enabling me to get the information.
Secondly, an enhancement to show a graphical representation of that existing data/journey would still be a marvellous fast-path to determining issues.
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I use the Manage Executed Processes view a lot for troubleshooting. It is great at flagging the node where there is a failure or suspension. However, sometimes it's not clear which route the Request has taken to get to a certain point and this route is key to finding and fixing issues. Sometimes we assume it's gone one direction when it went another that can take time to find out.
It would be VERY useful if the workflow view highlighted the nodes passed through and thus the journey the Request has taken. I guess this would mean adding a binary flag to each executed node that could be drawn-out in graphical format and might look something like the below. Here we can see that the flow took a right turn at Infra and that the Priority was not already set. That would be useful huh?
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Excellent! Because my next question was going to be why using Request Type of "Service Request" didn't work; and it does with lower case. I'm all made-up here :-)
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And that is what is needed. Thank you. May I suggest some words on the Wiki to assist with this under the Conditions section? I guess since we have now started to look at these, if there are other 'nuances' on other fields that users might not think to use in the Conditions, these could be clarified too. I can now go ahead with my buttons.
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I reviewed this and there is little about Conditions: Custom Buttons - Hornbill. In the absence of confirmation, I assume the Conditions are "AND" conditions. The first suggestion I would make if Hornbill staff read this is you might like to add this to your Wiki if the case.
I want to show a button only when a Service Request is in New status and, while in testing, to also only show for the TEST SERVICE.
Given an assumption of AND, I set the below criteria but, the Custom Button does not show despite the Service Request being in New status and the TEST SERVICE as shown by the pairs of coloured highlights.
Note that it does show if I use only one criteria of TEST SERVICE but it does not show if I use one criteria of New Status; so it seems to me the Status Condition is either expecting a value not congruent with the on-screen value or that filter does not work.
Any help appreciated.
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HI @James Ainsworth. By setting the standard workflow in Service Portfolio for a Request Type, I have managed to ensure the new Requests pick-up a workflow, thank you. This gets around the fact that the Variable for selecting the Cat Item does not seem to work; and it's also a more stable approach.
Can I leave you to query internally whether the Variable should work in Auto Tasks and feed it into the pipeline if not? I do not have a need for it now.
Thank you,
Berto202
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Hi,
My Service Desk really want a way to "re-log" a Service Request as an Incident when users get it wrong.
I have set-up an Auto Task workflow that should do this and attached it to a Custom Button that appears for all Requests.
In the "Log Incident from Service Request" node I have this where the "Service" variable is gathered from the Get Request Information Service Name.
In the case of my test Requests, they are against the "TEST SERVICE" which has the "SYSTEM: Incident" Catalogue Item:
Can anyone help please as to why this is not picking-up the workflow I specify?
Thanks in advance
Berto2002
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Thank you. I confirm I have successfully completed a first test of the External Authorisation.
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Hi Steven.
I should be able to use the approach you suggest. The disadvantage is that the Agent using the ticket cannot actually see if there is a Line Manager and who they are unless they are listed as a Connection?
There is power in being able to use the Connections for External Authorisation because Connections are vested in the request, visible to the agent and can be set to action the request. I think what I would like to suggest is an Enhancement to improve the External Authorisation to be able to use them. Can you suggest this?
You know the product but can you please confirm Connections are multiple? My understanding (albeit from another user) is that only one type of each Connection is allowed; e.g. One Requester, One Line Manager. See this forum item:
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Hi James. No, we have not had this again. I have put this down to something like a connection or caching issue in my mind. Thanks for checking.
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Hi, I'm struggling to tie-up two concepts of External Authorisation and Connections.
We have the Line Manager of a Customer added automatically to the Request when logged and a Human Task check it and add it if it's missing. We then currently use the "Email Connection" Automation to ask for approval; but this relies on us spotting and reacting to the emailed response manually. I want to use the External Authorisation function for this so the workflow moves-on when approval is given.
I have looked here: External Authorisation - Hornbill which tells me I can use a "Variable Picket" ([sic :-)]
I have looked here: Service Manager Business Process Workflow - Hornbill but this does not show me how to do a "Get Connections" operation
Question 1. I need to input the variable for the Line Manager Connection into the email address field; where do I get that from please?
Question 2. If the Line Manager auto connection is missing, I want to check that automatically; so I want to check for a Not Set on that variable... Guess I can do that?
Thank you.
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That is exactly what it needed, yes! We had got that far since posting this but thank you for replying. Now added that to our proc for all new user set-up as baseline.
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I seek a count of the number of Open Activities (Tasks) that a team has against Open Problem Records (assigned to any team); in a widget. I cannot work out how to use two different tables in the widget.
In the Reports, I have this configured as Table selection:
Column Selection:
Which gives me the list of tasks for a given team
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Hi,
I confess to learning / finding where everything is located in the folder structure really challenging. For example, who would have thought that the Categories for Requests were listed under System > Data > Profiles when they are used by Service Manager app (so logically should be under Service Manager folder?).
I don't request you shift everything around but please can you make the search better? Surely I should be able to enter "Category" in the Admin search and find them? It only finds Service Catalogue...
And why are Categories called Profiles? Perhaps if they get the right name, the search might already find them... just an idea...
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We recently had a workflow failure on the node to "Move Card on Board", following the final approval of a Change Request. The fix was to give that final-approving user the "Board User" permissions and then restart the workflow.
My view is that the "Move Card on Board" operation should not be using the permissions of any given user to effect it, least of all a variable user picked-up from a prior node that is 9 nodes before the failure... The user is not specified as required in the node configuration so the node should be using Systems permissions.
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It's a bit of both. The node only allows use of the selector for the Service; so you believe these WILL be ok?
The Catalogue Items have to be manually typed/pasted in; so you believe these will NOT?
Is there a way to use selectors on the Catalogue Item that we have overlooked? Else, have we got an enhancement request here to use selectors on CI?
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We occasionally 'spawn' one Request from another using the Create New Request node and some of those new Requests specify the Service (from Portfolio) and the Catalogue Item to use so they follow the correct workflow.
If I alter the name of the Service or the Catalogue Item in the Service Portfolio, 1) does the new name feed into the node that creates tickets in all affected BPs or 2) do I break my BPs and they will thus fail to create the new Requests unless I alter them too?
If 2, is there any way in the system of seeing which nodes in which BP's reference that Service and/or Catalogue Item, or should this have been religiously documented as we go?!
Thanks for any experience or advice
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We often find people select the wrong Service when logging and we cannot move it. But that is a bigger problem.
+1 for this with the following suggestion: If another Service is Linked to a Request, then the Resolution categories can derive from either the Primary Service or any Linked Service. I've tested this and it is not the case. This would allow Alex and the rest of us to categorise them correctly.
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I have uploaded a document to Document Manager, placed it in a Library and given Read access to the whole organisation, and to Basic Users, to the library.
And yet, my Basic users cannot access it. They get a 404 error. The link I am using is the one presented in the document Properties as the Direct link.
Am I doing something wrong or missing a step to make it visible?
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It looks to me as though the scroll bars are now slightly wider. It has made a difference. Thank you to whoever did that :-)
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I can see that is a kind of workaround. I still think the enhancement would be more useful...
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My teams don't find the Activities list as useful as it should be because it shows only the Activities details and the reference to the main Request. It should be a view Agents always use but, in reality they don't, because it's got a flaw.
You see, when you have multiple Requests of the same Type and in the same Stage, you can't tell which is which because all the Tasks have the same Title and Details...
What we desperately need is to have the Related Entity Summary available in the field chooser so an Agent can evaluate which Task to address based on the update they have available or the one they want to work on.
Do others agree? Or am I missing something for another way to display this?
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Hi, where in the config do you specify this per service please? Is it in the Service Portfolio?
How do I set a Variable Expiry of a Task to be 1 minute after the value in the variable?
in Service Manager
Posted
I have a change window expiry action in the workflow that escalates to me if the window passes and the change is not declared as done. My technician went to the task at 15:10 to action it but it had gone. The Scheduled End Time was 15:10... He thought he was in time.