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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    @lee mcdermott Could be related to the issue we raised below, where you can in essence unset the Service Level, but the volume does look quite excessive for that. Query below might help to find those which have a Service Level Agreement assigned but not a Service Level. This will at least tell you if that's the cause. SELECT * FROM h_itsm_requests where h_fk_servicelevelid is null and h_fk_servicelevelagreementid is not null Cheers Martyn
  2. Martyn Houghton
    For email integration automation purposes, as well as for normal communication, it would be really useful to be able to override the 'Subject Line' contents when sending an email from the BPM Email Notification nodes. For example when sending notifications to third party systems, we can construct a specific subject line using fixed text and variables which will then trigger automated operations in the target system using its auto repsond rules. Cheers Martyn
  3. Martyn Houghton
    When generating Email Notifications via the BPM, it would be really useful for the notification node to support the ability to specify the addition of connections. For example being able to add Impacted connection to , To: CC: or BCC and similarly Interested to To:, CC: or BCC. This way connections can still be used where the email communication is driven via the workflow, rather than the manual email action. Cheers Martyn
  4. Martyn Houghton
    @Chaz Thanks for updating it. Cheers Martyn
  5. Martyn Houghton
    Are you able to advice on the content of Service Manager Build 1156, as at the moment the content of it is not defined in the Announcements nor in the Latest Changes when viewing from the App Store. Cheers Martyn
  6. Martyn Houghton
    @ArmandoDM Thanks, we will look to apply the Service Manager release 1151 tonight. Cheers Martyn
  7. Martyn Houghton
    @Daniel Nespoli We too are experiencing the same issue on SM 1150, with no changes to our BPM's. @Victor Is this a known issue? Cheers Martyn
  8. Martyn Houghton
    @chrisnutt Thanks, that did the trick. Simple when you know how. Cheers Martyn
  9. Martyn Houghton
    Is there anyway to currently control the level of precision that 'Data Labels' are displayed too, when turning them on in a Data Chart, so that the data labels do not become excessively long and merge into each other? For example setting it to one or two decimal places. In our case we are using a calculated percentage measure, so will virtually all the time it will be a long decimal, compared to displaying integers such as the number of open or closed requests. Cheers Martyn
  10. Martyn Houghton
    @Bob Dickinson Ignore me, having a Monday morning brain block. Was expecting a list of measures like in the scorecard on the data source and forgot the drop down on the measure display name. Cheers Martyn
  11. Martyn Houghton
    @Bob Dickinson I think I am missing a step, I am creating a Data Chart Widget, but do not seem to be able to add more than one measure. Cheers Martyn
  12. Martyn Houghton
    @Bob Dickinson Thanks for the suggestion I think we will use a similar graph for the moment, but if a change request could be raised for consideration in the future to provide the ability to provide 'difference' function that would be great. Cheers Martyn
  13. Martyn Houghton
    There does not seem to be any BPM methods to interact with Assests. We would ideally want the ability to Add or Remove Assests, either linked to the Contact/CoWorker or Organisation/Team, using a search criteria. Where the criteria matches more than one assets we would want to add them all. Then the ability to query linked Assets, again using a search criteria, in order to access all their parameters including customer fields. In this case I presume this would need to only return one row, if the outcome of the request is to be successful. Cheers Martyn
  14. Martyn Houghton
    Though there are methods in the BPM to allow you to add and remove Members, I do not seem to be able to locate the same functionality for 'Followers'. We want to be able to add/remove followers in the BPM, as follower's will get hornbill notifications, where members do not. Cheers Martyn
  15. Martyn Houghton
    @James Ainsworth Our rules are based solely on Priority which is set by the customer initially, which we no longer change as said rules are only used to set the initial Service Level. We are purely wishing to change the service level manually, to correct the Service Level, where the customer has chosen the incorrect one. We are able to do this fine without the rules re-firing and attempting to change the Service Level back to match the Priority. We would not want the rules to re-fire in this situation as we are 'overriding' them. The issue is that you can override it by choosing only the Service Level Agreement container and not a Service Level inside it. I appreciate there are plans to re-trigger rules through life cycle of the request, but there will need to be a manual override capability, all be it in our case not one where you can apply a Service Level Agreement but not the Service Level inside it. Cheers Martyn
  16. Martyn Houghton
    @Victor At the moment the rules are not dynamic, they only apply when the timer is started. In our case we changing the Service Level manually to correct it to the appropriate service level. If there is a requirement to allow it be reset to null Service Level, then we ideally we would need a setting on the Service/Service Level Agreement to make the selection of the Service Level mandatory. Cheers Martyn
  17. Martyn Houghton
    Whilst checking on some anomalies in our SLA reports, where 'Within Fix' and 'Within Response Time' are reporting as 'Not Set', we have discovered it is possible to amend the Service Level on a request by selecting only the from 'Available Service Level Agreements'. Only have to select from the 'Available Service Level Agreements' and complete the mandatory 'Reason' field. 'Service Level' is not mandatory. Surely this should be mandatory? Cheers Martyn
  18. Martyn Houghton
    It would be useful to be able to have the option to display the percentage on Pie and Doughnut charts as well as the actual number. Cheers Martyn
  19. Martyn Houghton
    Following on from my earlier post , link below, it would be good for the Request screen to list those who are 'following' the request. My original post was about who gets notified on updates on a post, which stemmed from some training I was doing with out staff about when to and when not use the 'Mention' option in timeline posts/comments. At the moment you can only tell who is a member on the incident (who do not get notifications) but not who are following, so whether you need 'Mention' them so that will get a notification. Whether this is by hovering over the follow option, like you can do with the 'Like' button or in a section similar to the 'Members' on the right hand side. Cheers Martyn
  20. Martyn Houghton
    @Victor Thanks, that does seem to be the case and also seems to be a trend with a few of the issues with these recent service manager releases. Cheers Martyn
  21. Martyn Houghton
    The email visibility drop down from the bottom right hand corner of the email action in the Service Manager request window, appears to have disappeared since applying build 1145 to 1149, so we are no longer able to select the appropriate visibility. Can this be reinstated as a matter of urgency or advise if this is now controlled by some configuration setting. Cheers Martyn
  22. Martyn Houghton
    It would be really useful when adding new measures to a scorecard widget to be able to reorder them without having to delete them and re-add them. Cheers Martyn
  23. Martyn Houghton
    I sure this has been asked about before, but my search has not been able to find a post for it. I am trying to have a measure which captures the difference between the number of request opened in a week to the number of requests closed, i.e. whether we are keep ahead of the incoming or slipping behind. Cheers Martyn
  24. Martyn Houghton
    @Ehsan Thanks for the quick action. We have applied the release and will monitor/advise. Cheers Martyn
  25. Martyn Houghton
    @Ehsan Thanks for advising it has been worked on. Cheers Martyn
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