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billster

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Posts posted by billster

    Update assets

    in Service Manager

    Posted

    hi all,

    I am trying to create a business process in short it is an asset audit form. in the progressive capture, I have had the user enter their serial number of the computer.

    I want to make it so in the business process it can check if an asset exists with that serial number inputted by the user and update the asset owner accordingly.

     

    Thanks

    Default text formatting

    in Service Manager

    Posted

    Hi mate, yes doing the Wiki markup stuff in the descriptions. It works fine but just annoying as I have to keep doing these <span>tags just to change the text colour and size. Is there a way to change this in system settings so it always becomes in black and 16px in size. The default descriptions on fields look too much closely to the background colour of the form so users don't notice the text as it doesn't really stand out. The descriptions are really helpful for providing instructions to our users.

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    Importing users

    in Service Manager

    Posted

    Hi all,

    Is it possible to define default roles on new users imported from AD? It would be very time consuming to have to manually add all the roles for users to access the service desk properly.

     

    Thanks

    Afterhours SLA

    in Service Manager

    Posted

    22 hours ago, Victor said:

    @billster nah, you can't do that I'm afraid... a) can't "blank" the priority and b) it will never wait at that node because there is already a priority...

    How about a task (which is effect suspends the workflow)?

    Hi Victor,

    I have created a task as recommended and also locked the actions except for the priority. When the priority is changed it updates the SLA to daytime SLA and when the task is completed the actions are unlocked and response timer is completed :D

    Afterhours SLA

    in Service Manager

    Posted

    Hi Victor, 

    I have managed to make the priority between a certain time in seconds and then give it an SLA which is cool!

    However, I want to make it so in the BPM if the priority is still set to out of hours before the response timer is met then it will check for this and make the priority blank and make you change it. But for some reason, it doesn't work. What do you think?

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    Afterhours SLA

    in Service Manager

    Posted

    On 11/24/2022 at 2:59 PM, Victor said:

    @billster yes it is possible, but not just with the SLA, we need to get the workflow involved here... the workflow, specifically the SM "Get Request Details" node, has a very useful variable for this scenario: time logged. This is a number representing the seconds that passed since midnight. As you can probably imagine, we can use this to determine if the request was raised OOH or not. Then we can branch the workflow and, let's say we assign a certain priority in both cases. We can then set SLA rules based on this priority. Or, alternatively, use request custom fields and set SLA rules based on values in that field. Makes sense?

    Hi Victor,

    Makes sense, I'll give it a shot mate.

     

    Thanks

    Auto assigning SLA dependant on Team

    in Service Manager

    Posted

    So in the actual SLA rules I removed all the rubbish like "Team is X" and "Team is not Y" and just had, "priority is X"

    In the Service Portfolio SLA rule, I have done the "Site is X" and it gives you whatever SLA.

    Now the SLAs are timing properly in the BP and automatically getting the right one. :D

    Thanks

    • Like 1

    Auto assigning SLA dependant on Team

    in Service Manager

    Posted

    On 11/14/2022 at 5:24 PM, Steve Giller said:

    Just having those screenshots to go on makes it somewhat guesswork, but I would suspect that there is a rule in the UK SLA (not the critical one) that is being picked up.

    It looks like from that setup all UK SLA rules will be applied before any of the US Rules are.

    Thanks, I did notice that one of the rules did not have "the Team is X"

    On 11/14/2022 at 5:49 PM, Victor said:

    You can drop the second Team criterion here... if the Team is "US 1st Line Support" then at this point it is certain it is not something else (e.g. 1st Line Support). So the second Team criterion is superfluous.

    Thanks, I have removed the "the Team is not" rules.

    ----------------------------------------------------

    I have tried adding Organisation Country / Contact Country / Site to either US or UK but then again the SLA still just chooses the UK one even when I add my user to all US options.

     

    Auto assigning SLA dependant on Team

    in Service Manager

    Posted

    Hi,

    I have created 2 corporate SLAs and linked them to a service.

    In the rules of the corporate SLAs I have "is Team X" and "is NOT team y"

    I want it so that the rules are checked and proper SLA is given dependant on Team.

    In the BPM the Team is assigned by person's country, either UK or US which works OK when the ticket is created and it is assigned to the proper team, but the SLA only uses the UK SLA and not the US one.

    Is the SLA to be set in BPM manually if I want to do this?

     

     

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    Email regex to do "respond above line"

    in System Administration

    Posted

    On 8/5/2022 at 5:24 PM, SamS said:

    Hi @billster,

    ASSUMING you are using this in the BP, there are a couple of things you need to know. The engine behind the scenes is ECMAScript and the RegEx you are likely going to want is: 

    ([.\s\S]*)^=====respond to email above this line=====$

    With the following flags: 

    gm

    Hi @SamS I was using this in the email routing rule but seems not to do anything, so I'm thinking it isn't entirely possible to filter out old responses in emails threads.

    image.png.a88e4cacd7ea67119f9983c81f1784fe.png

     

    Although, I think I have found a bug. If I create an email routing rule and change 'use operation' to OFF then save and reload the web page it is still showing as 'ON' and the rule isn't actually turned off.

     

    Thanks

    Email regex to do "respond above line"

    in System Administration

    Posted

    Hi all,

    I would hope if you could help me figure out a regex to set up a =====respond to email above this line===== regex rule. I've set up an incoming rule that automatically updates the ticket in question, however, each time you email it then it would update the whole ticket with the whole email thread over and over again. How do I make it so it cuts off the old responses and only updates the ticket with the new responses?

    I tried to create this regex, but for some reason it doesn't work in Hornbill.

    ^.*(?=\n=====respond to email above this line=====)

    https://regex101.com/r/wYeCS3/1

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