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Martyn Houghton

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Everything posted by Martyn Houghton

  1. Martyn Houghton
    Not sure if it is something I doing wrong in the process editor, but the Decision Node, seem to be limited to three output connections, i.e. four connectors on each point of the diamond, one is for your incoming process (at least), leaving only three options for the expression, but in reality you will normally always use one of these for 'No Match', so in essence you can only have two conditional paths from one decision node. Is the four connections the current limit and if so is there any plans to increase this? Cheers Martyn
  2. Martyn Houghton
    Kelvin Thinking about this a bit more, and reading you post again, if you insert an Automated Task - Get Request Information - Get Request Details, as the preceding node Assign to Call Taker, can you then use the Variable option and select the assignedTeam parameter? Though it will depend if this has any defaulted value in from the session. I think the issue will be determining the context and therefore the team of the current analyst. Cheers Martyn
  3. Martyn Houghton
    Kelvin As a test, does it work if you manually set the Team and Update Timeline option? Cheers Martyn
  4. Martyn Houghton
    Trevor Thanks, for the response. If can keep us advised on the availability of an operation to restart the timers via BPM. Cheers Martyn
  5. Martyn Houghton
    There are a number of custom fields available in the request entity to allow the storage of values within the entity itself rather than using the Response Question child table, which means they have a fixed reference and are available in the email variables etc. There does no appear to be a Progressive Capture Node available for you to produce a form to populate these or specify an appropriate prompt. Is there an existing change for this planned? Cheers Martyn
  6. Martyn Houghton
    Trevor Just to confirm that putting it on On Hold will automatically pause both Response and Resolution timers if they running? How does the on hold until date/time get set in this operation? Cheers Martyn
  7. Martyn Houghton
    Trevor Thanks for adding it too the story for the Portal Customisation options. As part of our initial implementation, we are just looking at the main touch points are external and internal customers will see when accessing the self service. Cheers Martyn
  8. Martyn Houghton
    As it is possible to customise the branding of both the Service and Customer Portals, including using a link to you own logo, can the login page on the Service and Customer Portal inherit the logo link from the appropriate portal customisation setting rather than displaying the Hornbill logo? Cheers Martyn
  9. Martyn Houghton
    In order to branch in self service progressive capture based on the Service, Organisation etc, you have to insert the appropriate 'Service Details', 'Organisation Details' nodes preceding it which will already have value determined by the context of the users session on the portal, but still have to clicked through even though the end user has already selected the service/logged into the portal. Would it be possible to have a configuration setting for these nodes to 'Auto Complete' when they are already populated, or have a similar concept to the Get Request node in BPM which could be used to attain session values for the Service, Organisation, Customer, Contact etc? Cheers Martyn
  10. Martyn Houghton
    Trevor Thanks for confirming it is an existing Change. Cheers Martyn
  11. Martyn Houghton
    There only appears to be BPM nodes to start and stop the Response/Resolution timers. Is there anyway to put the incident OnHold or Pause the timers as an automated task rather than having to put a Human Task, instructing the owner to do it manually? Cheers Martyn
  12. Martyn Houghton
    Could a Request for Change be raised to allow the addition of 'Note' objects on the BPM Canvas not linked to the process flow, akin to the same functionality in Support Works VPME. This will allow for easier documentation of process, making it easier to maintain in the future, plus an aid when designing the process at the beginning as you can draw out the stages using the 'Note' objects then build the processes around them. Thanks Martyn
  13. Martyn Houghton
    We are attempting to implement a process where the analyst will put the incident on hold after carrying out their initial investigation task and either requesting the customer to provide more information or test to see if the issue is resolved. Therefore we want the process to suspend awaiting for change in status, i.e. status <> hold, so then a decision node can be used to determine the next task to be created depending on status it has been changed too. At the moment there is no suspend node to pause the task awaiting the status to change from its current value, therefore could this be raised as Request for Change. Thanks. Martyn
  14. Martyn Houghton
    Trevor Thanks for the quick response. Cheers Martyn
  15. Martyn Houghton
    James Thanks, sound positive. Any rough idea of timescales, i.e. weeks or months? Cheers Martyn
  16. Martyn Houghton
    At the moment it is only possible to use a single variable in a Decision Task and the variable has to be the output of the previous BPM node. Which means that if you have multiple decision tasks in your process which are based on the Request Details or Questions you have to prefix each with a Get Request/Question node. Can we request a change request for the following options:- Variables/Parameters to persist in the whole process or stage, to remove the necessity of multiple Get Request/Questions nodes Decision Tasks to have the ability to reference these persistent variables rather than just the output of the previous node. Decision Tasks to support structured expressions using multiple variables, rather than be restricted to a single variable evaluation. Thanks Martyn
  17. Martyn Houghton
    We currently have a significant number of (approx. 20) different SLA's/Priority's, which have come about from us acquiring different organisations and us absorbing support service for different products and types of services. At the moment there does not appear to be any relationship between the SLA/Priority and the Service, in that all priorities specified in the Progressive Capture 'Request Priority' and similar BPM node. Ideally we would want to allocate priorities which are applicable to a service at the request type level, i.e. you may have a service which has both Incident and Service Request types enabled, but you may want to have four priorities for incidents (Critical, High, Medium, Low) but only three for Service Requests (High, Medium, Low). As work around if the Request Priority progressive capture and BPM nodes could be changed to allow the priority list be filtered, this would mean you could achieve a specific list of priorities for the service. Can both these options be raised as potential Request for Change? Cheers Martyn
  18. Martyn Houghton
    Trevor Thanks for the quick reply. I think this does highlight an issue around the naming/referencing of customised Questions and their corresponding responses. When you use the Get Question BPM Task it only gives a list of Answer1, Answer2 etc rather than using the field labels specified in progressive capture process. I was presuming that at least the same functionality of inserting Answer1, Answer2 etc would be available. Cheers Martyn
  19. Martyn Houghton
    James What I was thinking about was the ability to add a product specific mixed coloured logo, rather than just changing the single colour of generic icons. One way to achieve this without the need for a icon editor would be to allow the import of Windows Icon images, so the editor facility is not required, just he ability to import and use customised icons. For example most of our service catalog is for software support, so having the ability to import the application's windows icon into the Service would make it easier for customers on the portals to select the correct service, i,e, Excel support service has the Excel icon. Cheers Martyn
  20. Martyn Houghton
    The current Assignment BPM processes have to be supplied with a manual hardcoded Team value, which means you either have to have individual process for each service or if you want to use a generic process you have to create a large number of branches to auto assign the request to the correct team. Given that the request is linked to a Service and in the Service settings you link this to the Team(s) that support the service, can we raise a Request for Change for the option of the BPM Assignment Task to automatically allocate to the Team(s) set in the Service settings. This way you can use a common/generic process for al your requests and context of the Service the request has been logged against will determine which team the auto assignment allocates it to. Cheers Martyn
  21. Martyn Houghton
    At the moment with Email Templates you can use the Request Entity to insert variable into the template. However the entity does not include the child table Request Questions, so you are not able to use any of the custom form values entered in the Progressive Capture. Can a Request for Change be logged to add the Request Questions child table be added to the Request Entity. I also suspect the same relationship will be required for Reporting as well. Thanks. Martyn
  22. Martyn Houghton
    James Thanks for the update. That will be a great relief. Cheers Martyn
  23. Martyn Houghton
    At the moment in Service Manager, when sending email from Service Manger the Display Name is taken from the 'Display Name' in the Shared Mailbox settings and is not configurable on a per user basis or at the time of creating the email. In Supportworks we utilise the Default Mail Orign in the 'Client Options and Setting' to determine the Display Name shown on the email when it is sent. For our 1st Tier team, this setting is set to use the Shared Mailbox Display Name, in our case Idox Service Desk. i.e. Idox Service Desk <servicedesk@idoxgroup.com> For our 2nd Tier team, this setting is set to use the user 'Local' account, which results in the Email being sent with the Display Name of the analyst. i.e. Martyn Houghton <servicedesk@idoxgroup.com> All of the emails still come from out shared mailbox address, servicedesk@idoxgroup.com, but the Display Name is different. We introduced this following feedback from our external customers when we first went live with Supportworks, as they thought that all the emails being sent out under a single generic Display Name was rather impersonal and did not allow them to locate emails from specific analyst when we contacted them over the phone to follow up the email. Can I requested the logging of a potential changes To allow the configuration of the Default Mail origin Display Name to be configured on a per user basis to either user the Shared Mailbox Display Name or use the Analyst Name. The ability to set/override this Display Name when generating and email via Service Manager. The ability to set this Display Name when generating an email from BPM. Thanks Martyn
  24. Martyn Houghton
    At the moment the 'Service Icon' you have to select one of the preset icons, which though they are large number of them it would be good to have the ability to use customise them or even insert a product logo. Therefore can I request two potential requests for change 1. Provide Icon editor to allow the addition or import of customised of icons. 2. The extension of the current icon object to cope with coloured product images and associated import option. Thanks Martyn
  25. Martyn Houghton
    Steven I think the upcoming extended visibility of requests in the service and customer portals to allow users to see requests logged under the services they are subscribed too by their colleagues within the same organisation will address our requirement. Once this is in place we will give it a test. Cheers Martyn
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