Steven Boardman
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Posts posted by Steven Boardman
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@Frank Reay this has now been enabled for the Mobile Device asset class too, this will be available in the next Service Manager update, which is expected in the next two weeks. Please look out for the release notes, on the next update.
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@Frank Reay I've raised this with the development team, @AlexTumber could you comment here for Frank please?
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@Nikolaj my mistake in the format of the URL, try:
I missed out the . in the variable reference
For testing, make sure your user account is subscribed to the service, the request is raised against, as well as being part of a team which supports the servive
Hope that works now
Steve
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@Nikolaj The format of your link, is correct, if the recipient is an agent, and viewing the request in the context of providing support.
If the intention, is for the customer to view the ticket on the employee portal, the format would be:
If the customer is viewing the ticket via the external customer portal then it would also have a different format, let us know if you need that?
Hope that helps
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@Frank Reay no problem, ill ask one of the development team to comment on the mobile class.
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@Frank Reay SAM is not dependent on you using the Hornill ITOM module.
You can import the installed software from SCCM or other discovery tools and view this in the Software Asset Management views inside Hornbill Service Manager:
This can be viewed in a number of different places:
- On an individual asset view
In order to see this accordion section on an asset record, you need to have enabled it via the Manage Asset Types options and enabled it for each Asset Type where it is relevant (Laptops, Server etc)
- In list view - from here you can see all installed software, with a vendor filter and in the righthand side panel which assets the software is installed on.
If you hover over the Actions column for an entry on the list, you will see an option to Add a software license record, which will allow you to manually create a software asset type record to record information about that installed piece of software
This will allow you to record, the software type, vendor, license numbers, etc.
You will need to amend your import scripts to also import installed software information:
https://wiki.hornbill.com/index.php?title=Database_Asset_Import
I will ask the team to update the wiki to provide the above information.
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@Frank Reay you will need to assign the following role to see this menu option
There is no additional cost for this feature, it is part of the Service Manager subscription.
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@Ruben All closure profiles will exist under the one Closure profile tree - it will be a case of configuring your tree to reflect the closure profiles you need for each business area.
In my example below, I have different branches of the Closure profile tree, for each internal business area (IT, HR etc) and then as i posted earlier i configure the services each business function offers, to only show the branch of the closure categories which is appropriate.
Hope that helps
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@Ruben Once you've added your closure profiles, you need to decide where to use them.
In the service portfolio, for each service, under the configuration tab and for each request type (Inc, Prob, etc) you can specify what the Top Level resolution branch of the resolution profiles will be displayed, on any tickets raised against that service and ticket type.
In the example below, for the desktop support service, and for the Incident ticket type, I've configured the resolution profiles to only show those below the IT branch from the resolution profile tree. On the example request, you can see the resolution options displayed, which sit below the IT level branch.
In your example, you could create a new resolution profile branch in your profiles for the new team and then set this as the top-level resolution branch on the services that that team provides.
In order for these new resolution codes to not appear for your existing teams and services, you may need to configure the resolution code top-level branch on your existing services and ticket types.
Hope that helps
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@Jeremy I've attached a report def file which might get you started and you can then tweak to your specific needs.
The output is currently like this
Hope that helps
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@QEHNick in the pages designer, and the search widget you can configure which types you want to be searched for in that search widget.
You can therefore turn off the 'service' and 'service request' options if you desire.
This will limit results for all users to 'FAQ',Known Issues','My Service Requests'
Hope that helps
Steve
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@LouiseT you can hold the email address in the site custom field, then in the business process do the following:
Use a get site info node - this will return the custom fields and the notes field for the site, in the site field on the ticket as output params you can use later in the workflow
Follow it with a send email node - and set the External addresses to use Variable
then use the variable picker in that field to choose the field from the previous get site node which holds the email address
I would suggest using custom fields 0-8 to hold the email addresses, as you might want to holds more info in each sites notes field, but i'll leave that up to you
Hope that helps
Steve
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@Callum Blanshard in the admin console under the Service Manager App > Advanced Settings if you filter on Visibility you are able to set the default visibility for each of the request action options
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@chriscorcoran as Paul mentioned you could write the outcome of a task to a custom field and then use the column selector on your views, to show the custom field on the request list view.
For the specific Impact question on changes, there is an out of the box feature you can use in your business processes for setting the Impact level, and then there is a default Impact column available on the request list.
https://wiki.hornbill.com/index.php?title=Service_Manager_Assessments
The impact assessment can work just like your task, in that the assessment can be one or many questions which automatically set the impact on the change record, and in turn is available on the request list.
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@Paul Alexander i've checked with the development team and it is in the current 90 day dev cycle so we'll update here once it's complete and available.
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@will.good you can configure which customer attributes to show in the customer section on a request
In the admin console > Home > Service Manager > Configuration > Requests
You can if required display different attributes for internal customers (users/basic type), and external customers (contacts)
Hope that helps
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@Martyn Houghton the customer portal experience hasn't changed, and it is a slightly different UI.
If the user searches for and finds an FAQ using the search bar, then chooses to open the FAQ it will take them to the FAQ list and open the relevant FAQ answer
Each FAQ can we accessed directly using the following format - but as mentioned this will take a customer to the FAQ list on the relevant service, and expanded the answer accordion of specific FAQ.
https://customer.hornbill.com/INSTANCE NAME/servicemanager/service/5/faqs/8
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@Dave Longley Yes you can move retired catalog items into the retired status, this will prevent new tickets being raised against them, and remove them as options from the self service and agent views. Open tickets already logged against these catalog items will unaffected.
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@JoanneG there is an option in the business process designer to help here.
After your rejection outcome, you can add a node which can get you the details of the last authorisation (see image below)
One of the output parameters for this node is the Completion Details
If you now follow the above with a node - Service Manager > Entity > Requests > Update Request > Timeline
You can use the variable picker to inject the Completion Details into the Update Text field of this node and post the authorisation rejection reason to the timeline
Hope that helps
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@Paul Alexander yep this is still available. You can get the direct URL if you use the search widget, find the FAQ and open it
This open's just that FAQ in the Service view
https://live.hornbill.com/INSTANCENAME/catalog/service/com.hornbill.servicemanager/18/?faq=132
Once you have this, you can see the format of the link for other specific FAQ's
Hope that helps
Steve
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@Smurfy thanks for providing the use case for us. I have asked the development team to look into adding the ability to copy assets when auto creating new request types, once assessed they will post back here.
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@Smurfy I am not sure there is a copy assets option when using the Log New Request process option, i'll see if this option can be added to this operation.
Could you tell us a little bit more about the scenario of what you are looking to achieve with this operation?
I.e is it raising a problem from an Incident or Change from a Problem etc?
I ask as there are options in the Copy Request feature which will allow you to Copy the assets from the initial request when creating a copy
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Hi @Alisha no update on this i'm afraid. Use of the APIs as cited in the above discussions is still available, as is a scheduling feature in the Hornbill ITOM module which could be used to schedule Runbooks which log requests, but this is an optional add-on module.
https://wiki.hornbill.com/index.php?title=IT_Operations_Management
Notice/VIP Flag On Co-Worker
in Service Manager
Posted
@Jack_Podmore as @HHH has suggested, you can add a VIP value to a custom field on a co-worker record, then in your Business Process, you can use a Get customer info node, and then a decision node, if there is a value or a specific VIP reference in the custom field of the customer record, you can branch from the decision node, and follow this with the Add Notice node in the bpm to display the value of that custom field on the ticket (using the variable picker), and of course, if there is no value in that field, you can use the decision node to not display a banner.
Of course, you can use this approach and customer custom fields to hold any customer info, which you may which to display on the ticket via a notice.