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JakeCarter

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Posts posted by JakeCarter

    'wait for new request owner' not working

    in Service Manager

    Posted

    I have put in a workaround which seems to be working fine at the moment.

    Instead of 'Wait for New Request Owner' I have set it to assign back to the team first and then 'Wait for Request Owner'.

    image.png.bffe95aeb35e1202c86bfc3453419931.png

     

    Seems like it's just an issue with the 'Wait for New Request Owner' option.

     

    Don't know if you want to take that back to the devs to have a look in to.

    'wait for new request owner' not working

    in Service Manager

    Posted

    Morning @James Ainsworth

     

    I have put the notices on this morning and tried it again, but no notices have appeared.

    image.png.e689ace6f27e4444ce5020a5ab72b518.png

    I have tried a whole manner of different things, but all outcomes lead to the task being assigned straight away instead of waiting for a new owner

    image.png.01a21e157a1d6888101c84b164eccde6.png

    I understand what you're saying about I could be somewhere else in the workflow but on this one there is only one route that will take you to the 'Correction of Data Input' Task

    image.png.62bcd04ca25c95a26c79e089d0a1e727.png

    'wait for new request owner' not working

    in Service Manager

    Posted

    Afternoon,

     

    We are having some issues with a Suspend node in a BPM

    At this stage in the BPM the request will go to a validator and spawn the check data & validate task so they can check what the previous person has put into our HR system is correct and if there is a Data Issue then the validator can re-assign the request back to the original person which will spawn the correction of data task and assign to the original person.

    image.png.bf544a478aa3ac13fde304374f169cba.png

    The above works absolutely fine expect for...

     

    If the validator is off sick for example and we have to manually re-assign the request and task to another validator and they find a Data Issue, then when it gets to the suspend node (which is set to wait for a new request owner) it seems to skip this step and assign the correction task straight away to the validator we manually re-assigned it to for the validation task and doesn't give a chance to assign back to the original person who made the input

    image.png.d05068ab14104c0b0e612cd8997938b1.png

    image.png.2083d3a64e05b7cf11f5bea8c82611fe.png

     

     

    Routing rules

    in Service Manager

    Posted

    Afternoon,

     

    We have multiple mailboxes in our Hornbill instance, and I am trying to make it so certain rules only apply to a specific mailbox

    For example:

    image.png.0e4e14be0e1f227f970d24af8b9febe5.png

     

    But every time I send an email to that address (with the subject Password) it is not raising a request.

     

     

    Dashboard setup

    in Service Manager

    Posted

    Afternoon all,

     

    I am in the process of trying to fix a dashboard for our Service Desk and struggling to get it to show requests resolved per user 'This Month' / 'This Week'. 

    image.thumb.png.c2fdae6b1288a2534beda8626dd006ae.png

     

    The stats for 'Today' are working fine using the sql filter:

    image.png.5aea497368e77dfb4358f931aa6eb268.png

    Some filters I have used for 'This Month' (and failed) are:

    image.png.2b8d3fdb7bfe9e5b39f0969deedd383e.png

    image.png.d860e3cb2505cb76c7387d77767d69db.png

    Any help is appreciated.

     

     

    Setting up measures

    in Service Manager

    Posted

    28 minutes ago, Victor said:

    @Jake Carter not completely... you need :: Value Aggregate: Count

    This will remove Value Column as Count does not use this. Everything can stay the same. Change the value aggregate, resample and see what data is bringing then...

    The count is much better. Do you know how I would average this on the dashboard? For example a widget that says "Average requests raised per month: 325"

    Setting up measures

    in Service Manager

    Posted

    Good Morning,

     

    I am trying to set up measures for a dashboard to display the average amount of requests we receive per month and keep getting long random numbers so wondering if I have done this all completely wrong and if anyone can point me in the right direction.

    image.thumb.png.09dbf61c4535075f5cade35829c364f7.png

    image.thumb.png.48d8fd26480269c89315a47dd29bbfd2.png

    image.png.ed4b49f878294a6791eef3d3cf7b7afa.png

    Simple list maximum entries

    in Service Manager

    Posted

    1 minute ago, Keith Stevenson said:

    Jake,
    Thanks for the post. The answer isnt how many you can have it depends where you want to use them.  In theroy the list can be unlimited but if you want to use then, in for example, a progressive capture you will find issues after 100 or so with the progressive capture taking longer to load. So question is where do you want to use them and how\why? 

    Kind regards

    Keith Stevenson

     

    Good to know, thanks Keith.

     

    A manager in our HR department would like all of our position assignment numbers (around 15k :() uploaded to the system so when a manager raises a query against a job position and starts typing the assignment number it will auto populate. They're hoping this will stop the managers getting the assignment numbers wrong.

     

    Our Hornbill manager here said this should be achievable but would need to know the limitations on the simple lists.

    Regex for limiting data input

    in Progressive Capture

    Posted

    9 hours ago, James Ainsworth said:

    Hi @Jake Carter

    Give this one a try

    ^(\d{3})-([A-Z]{3}-)([A-Z]{1}-)?(\d{4})(-[A-Z]{1})?$

    Broken down...

    (\d{3})- = 3 digits followed by a dash

    ([A-Z]{3}-)  = 3 upper case characters followed by a -

    ([A-Z]{1}-)? = 1 optional upper case character and optional -

    (\d{4}) = 4 digits

    (-[A-Z]{1})? = 1 optional - and uppercase character

     

    I'm also no RegEx expert, so I can't say for sure if this covers absolutely every case.  See how you go with this and let us know if it works.

     

    This has worked beautifully! Thank you so much

     

    The breakdown has really helped, I have got a few more captures to do and its cleared some things up for me

     

    Thank you both again for your help

    Regex for limiting data input

    in Progressive Capture

    Posted

    Afternoon all,

    I am having issues with some regex creation for one of our forms and wanted some pointers or if anyone has had to do anything similar to this.

     

    For recruitment they have 3 different types of codes they need to capture when customers raise a request. I have made them separately but now they need to be put on to one field.

     

    123-ABC-A-1234-A

    ^([0-9]{3})-([A-Z]{3})-([A-Z]{1})-([0-9]{4})-([A-Z]{1})$

     

    123-ABC-1234

    ^([0-9]{3})-([A-Z]{3})-([0-9]{4})$

     

    123-ABC-A-1234

    ^([0-9]{3})-([A-Z]{3})-([A-Z]{1})-([0-9]{4})$

     

    I've spent a few hours trying to combine these in to one statement. Has anyone got any pointers or examples?

     

    Many Thanks in advance

     

     

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