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Amanda Durgan

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Posts posted by Amanda Durgan

    Service Manager Configuration for Team Members

    in Service Manager

    Posted

    • Hi

    I am having an issue with Team members not getting the option to assign to a team that they are a member of?  They all show as Members and have 'enable assignment' enabled in the Service Desk Team configuration.  They also have the role 'Service Request Assignee' and 'Incident Assignee' assigned.  I have checked the workflow and it has the correct Team in there.

    Any ideas what this may be and where else I need to look please?

    Thank you as always.

     

    Stop tickets being assigned to a resolver group

    in Service Manager

    Posted

    On 09/11/2023 at 19:16, James Ainsworth said:

    Hi @Adith

    Thanks for your post.

    Regarding tickets (requests) and controlling who can be assigned a request, this can be done under the Service Desk option in the Service Manager Configuration.

    image.png

    When setting up a team, you can select individual users from being available for assignment when that team is selected on a request.  If you set all the users in a team to No then the team would also not show in the list of teams to assign to on a request. 

    The above mentioned Allow Task Assignments is for the assigning of tasks/activities rather than requests which can be very useful for task management.

    Let me know if this is what you are looking for. 

    Hi 

    I am having an issue with Team members not getting the option to assign to a team that they are a member of?  They all show as Members and have 'enable assignment' enabled in the Service Desk Team configuration.  They also have the role 'Service Request Assignee' assigned.  They can assign to all the other Teams they are members of - just one specific one is causing a problem.

    Any ideas what this may be and where else I need to look please?

    Thank you as always.

     

     

    Send email failing on BP

    in Service Manager

    Posted

    Hi

    Our asset recovery process has a couple of elements that automatically creates incidents and assigns them to specific teams.  However, this is failing - we are getting a couple of different errors on the jobs - one relates to the email inbox (see attached) and the other says:  Process::Execute: exceeded maximum execution count (1000)...

     

    We think that this may be something to do with the API that has changed so we need to change the task accordingly?  Any pointers appreciated.

    Failed BP on asset recovery.PNG

    BP error on asset recovery.PNG

    AssetAuditTrial

    in Service Manager

    Posted

    Hi

    As of this morning some of the Team cannot access the asset history and are getting this error:

    You do not have sufficient application rights to invoke this operation. You need the right: app.d.viewAssetAuditTrail
     
    I cannot see any obvious changes to roles that may explain this - is this likely to be a Hornbill issue or something else, can anyone help me please?
     
    Thanks.

    Catalog items on portal/service portfolio

    in Employee Portal

    Posted

    Hi

    I am really confused!  One of our catlog items is no longer visible under Document Services on the employee portal.  When I checked out the config in the Service Portfolio there were no catalog items showing at all (despite 3 still showing on the portal?).  I had re-added the 'missing' catalog item and published it however it has not made any difference.  We still have 3 items showing on the portal...

    I have checked all the obvious things I can think of (visibility, subscribers, availability).  Any ideas where I go next please?  Thanks.

    Assigning a team in IT Testing

    in Service Manager

    Posted

    Hi

    We have set up a new BP and are using IT Testing to test it out.  We setup an automation to assign to the IT Service Desk team which works, however when we then try to assign an owner it does not give the IT Service Desk team as an option (only IT Testing and another test team)- if it is assigned to IT Testing it says that team does not exist.  Clearly missing something!  Can anyone help us out please?

     

    IT Testing.PNG

    Using automation to get pcf answers on a business process

    in Service Manager

    Posted

    Hi

    We are trying to recover a pro cap answer from a custom form and update it automatically in the details section of the ticket. The answer we need to retrieve is a question in the format ^SR[0-9]{8}$ entered into a field with the ID archive .  My question is that if, after the get pro cap answers node we set up another node to retrieve to archive field how do we do this?  We have set it up as a Service Manager Application with a type of String Utilities however we are not sure which of the Regex tasks (if any!) we need?

    Obviously we could be way off the mark and have missed something else completely!  Any advice/information/pointers gratefully received.  Thanks

    Regex string match.PNG

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