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David Hall

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Posts posted by David Hall

    Service Level Indicators - colour codes in Request List - in breach how to set?

    in Service Manager

    Posted

    Hi @simonadams

    From the Request List view if you click on the cog at the top right to configure the available columns, there is a column named "SL" or "SLT".  If you select that column to be available in your view then you will see the indicator dots made available.  These will alter in colour based on the current state of the service level timers you have running against the requests.

    Hope that helps,

    Kind regards,

    Dave.

     image.png

    Resolve time met but the request is still breached - Resolution timer

    in Service Manager

    Posted

    Hi @Rashid.Ahmed

    I've still not been able to fully replicate locally but I have a suspicion it could be down to the fact the request was raised out of working hours and then escalated immediately before any time elapsed.  I'm just trying to recreate that scenario to see if I can confirm whether that is the reason for the resolution time being incorrectly reset.  Will let you know when I can confirm or not.

    Kind Regards,

    Dave.

    Resolve time met but the request is still breached - Resolution timer

    in Service Manager

    Posted

    Hi @Rashid.Ahmed

    It does look incorrect but its pretty hard to confirm from the screenshot, sometimes changing an SLA after a target has already been missed etc can result in this view for example. 

    If there has not been an SLA change to cause this scenario, if you have the "Incident Management Full Access" role you should be able to click on the blue button under "Service Level" to open the SLA update popup.  To the bottom right of the popup there is a diagnostics button which will show a list of the primary SLA actions e.g. pause/resume etc.  It might be worth checking that to see if that shows when the pause and resume took place and when the resolution/fix target was marked to see if that highlights any reason for the above.

    Kind Regards,

    Dave

    Filter not working correctly?

    in Service Manager

    Posted

    @Michael SharpI've just reviewed this and can see the reason. 

    To clarify, the h_withinresponse value (and h_withinfix value) are only set when the target is confirmed as being within or outside of the target time.  This has always been the case and continues to be so.

    Regarding your question on this request, if I read the screenshot correctly, the target response time was 12:05, the target was missed and then at 12:06 the SLA was changed which altered the time to an hour ahead.  In this scenario because the target had been missed at the point at which the SLA was changed, we set the h_withinresponse to 0 hence why it will not be appearing in the results.  If the SLA change was made before the target time then the value would have remained as null.

    Hope that clears it up,

    Kind Regards,

    Dave

    On Hold for 6 months...how is that worked out?

    in Service Manager

    Posted

    @Paul Alexander

    I've reviewed the code and currently months are as you say just being determined as a 4 week period, this is likely just a legacy choice due to ambiguity over what is defined as a month e.g. 28 Days in Feb/31 Days in March etc.

    I'll make an enhancement to this flowcode so that when you are defining months and we are not working against a working time calendar, we will treat "a month" as the same day in the following month etc.. so in your example 26th Feb will become 26th August, however there will of course be some exceptions e.g. adding 1 month to Jan 30th with result in March 2nd rather than a non existent February day.

    All of the datetimes are calculated and stored in UTC and formatted in the UI according to your regional settings, so the value is not one hour ahead in the database it is just being displayed as one hour ahead due to being in BST at the date in August.

    As an alternative until this is available you could:
    1.  Apply a number of days e.g. 182 days for 6 months or any of the smaller time denominations as @Victor suggests above (accepting the calendar day may not match)

    2. If you have any way to make the exact date available to the BPM at that point (e.g. a date selected custom field on a request) then you can pass in an exact date to the "On Hold Until" parameter of that flowcode which allows you to set the exact datetime.

    Regards,

    Dave.
     

    Cannot update Custom Field in a Service Portfolio

    in Service Manager

    Posted

    Hi @Jeremy

    Just wanted to check if you are still experiencing this problem?  Checking the error, the only reason it would likely occur is if the ID value of the service was not sent when it tried to do the update... so just wanted to check if something had not refreshed correctly after you added the field etc. or if the issue has persisted.  If you still have the problem, if you could outline the steps you took to encounter the error and we can see if we can replicate.

    Kind Regards,

    Dave.

    Timer - New options to Pause and Un- Pause by BPM Node

    in Service Manager

    Posted

    Hi @Martyn Houghton

    Thanks for feeding that back, I'll speak to James regarding the best location to place the information you mentioned.  I suspect we'll place in somewhere with a link from the nodes page here.

    The information I plan to add will be as follows:
     

    Pausing/Resuming/Stopping the Resolution timer

    By default the settings are configured to provide no change to existing behaviour whether you use BPM or settings to control timer resolution

    The settings provided to pause or stop the resolution timer when resolving a request are as follows:

    app.request.pauseResolutionTimerOnResolve   (Default OFF) 
    app.request.resumeResolutionTimerOnReopen   (Default OFF) 
    app.request.stopResolutionTimerOnResolve    (Default ON)  
    app.request.stopResolutionTimerOnClose      (Default OFF) 

    For those using settings to control resolution timers:
    You should choose the relevant settings to meet your needs, but note that app.request.stopResolutionTimerOnResolve will take precedence over app.request.pauseResolutionTimerOnResolve so ensure only the one you want to use is enabled

    For those using BPM nodes to control resolution timers:
    If you are using BPM nodes to control resolution timers the four settings above should all be turned off; If any settings are enabled then they will take precedence over BPM actions.
    To enable pause/resume of a resolved request you can add the Timer > Pause Resolution Timer or Timer > Resume Resolution Timer BPM nodes as required in your BPM process.

    If you have any feedback or if there is anything unclear then let me know and I can make any suitable adjustments.

    Kind Regards,

    Dave.

    Requiring Filtering/Reporting on Incidents / Service Department which are located within particular Dept

    in Service Manager

    Posted

    Hi @JoanneG

    Thanks for the post.  Firstly it sounds like a request custom field would be the likely way forward here, this would keep the value stored against the request, allow you to report/filter on that value and perform escalations based on that value.

    Whether you use progressive capture to populate that data really depends on where you are able to capture it.  If you want the person raising the request to select the ward from a list etc as part of the raising process then a progressive capture custom form https://wiki.hornbill.com/index.php?title=Customised_Forms could be used to do this and you can map that selection into a request custom form as detailed here https://wiki.hornbill.com/index.php?title=Mapping_Fields_from_Customised_Forms

    On the other hand if you have any means to automatically determine the ward then you could automate the population of the value from within a BPM process, again populating the custom field which you can then use to filter etc.

    Hope that helps, if you need any more info just post back.

    Kind Regards,

    Dave.

    • Like 1

    Auto response creates a new call - instead of updating the original call

    in Service Manager

    Posted

    Hi @Ann-MarieHolloway

    Thanks for the post.   If it is just some cases that create new calls while most correctly update then the most likely cause as you say is that a rule above it is being processed first (rules will be processed top to bottom) which is set to create a call or perhaps the expression did not match on those specific calls and you would need to check that the request reference is being correctly matched.

    You probably already have checked here, but just for reference I'll point to the docs here https://wiki.hornbill.com/index.php?title=Email_Routing_Rules , might be worth checking the last couple of lines regarding reference in the routing rule if you are using the mentioned operations.

    Kind Regards,

    Dave.

    • Like 1

    Xmlmc method invocation failed for BPM invocation node

    in Service Manager

    Posted

    Hi @Mark (ESC)

    Just trying this out locally, all appears to work for me with the attached configuration, however I am able to replicate that error you posted when I change the email template name to something invalid.  As a starting point I'd probably double check that the defined email template still correctly exists with that name in the admin tool at Home > System > Email > Templates, if that looks ok perhaps test with a different or new template to see if that has the same issue?

    Kind Regards,

    Dave

    image.png

    Form Option Updates message

    in Service Manager

    Posted

    Hi @Paul Alexander

    This message will appear on inactive processes which contain custom forms that have had changes made since the form node was added into the progressive capture.  The message is to explain that form changes e.g. addition/removal of fields will now be reflected in the available fields in the form node but these changes will not take any effect until you save/reactivate the process.

    Hope that makes sense?

    Kind Regards,

    Dave.

    Asset - Software - License Type - Customisation

    in Service Manager

    Posted

    Hi @Martyn Houghton

    I've just checked and unfortunately these are currently a fixed list of set options rather a simple list, I suspect because they needed to be translatable and this was not possible originally with simple lists.

    If you have specific options that you would like added then perhaps you can post them up and @James Ainsworth can have a look whether we can raise a change to incorporate those into the existing fixed options list or possibly migrate to use of a simple list in the future.

    Kind Regards,

    Dave.

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