[Populating h_itsm_requests table custom fields via a pro cap form]

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

[BPM - Timers operation nodes - Pause/OnHold]

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

[Logo on Customer and Service Portal Login pages]

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

[Logo on Customer and Service Portal Login pages]

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

[Auto Completion option for Progressive Capture Nodes]

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

[BPM - Add Note option]

Trevor

Thanks for confirming it is an existing Change.

Cheers

Martyn

[BPM - Timers operation nodes - Pause/OnHold]

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

[BPM - Add Note option]

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

[Suspend Node - await Status Change]

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

[Auto Assignment - not inheriting Teams assigned to the Service]

Trevor

Thanks for the quick response.

Cheers

Martyn

[Different SLA's for Different Services]

James

Thanks, sound positive. Any rough idea of timescales, i.e. weeks or months?

Cheers

Martyn

[Global/Persistent Variables for use in Decision Tasks]

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

[Different SLA's for Different Services]

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

[Email Templates - Added child to Request Entity - Questions]

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

[Option to have custom icons for services]

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

[Auto Assignment - not inheriting Teams assigned to the Service]

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

[Email Templates - Added child to Request Entity - Questions]

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

[Incoming mail - picking up request ID from message subject]

James

Thanks for the update. That will be a great relief.

Cheers

Martyn

[Outgoing Email Display Name RFC]

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

[Option to have custom icons for services]

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

[Sites within Service Manager]

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

[LDAP User Import - Multiple DSN/Recursive]

Trevor

Thanks, I will give that a go with the scope setting to drill down the sub containers.

Cheers

Martyn

[LDAP User Import - Multiple DSN/Recursive]

Gerry

For the moment we are going to go with multiple iterations LDAP queries/json config files take in each container.

If the option to search the whole sub tree, if feasible, would at least allow us to get all the users even if not all of them are required.

Cheers

Martyn

[LDAP User Import - Multiple DSN/Recursive]

Trevor

The ability to query the whole tree structure would alleviate the need to use multiple DSN, though ideally we would want to filter some sub containers out. Not how powerful the filter option is.

Could you add a query into the filter statement that would exclude users contained within a certain sub container?

Cheers

Martyn

[LDAP User Import - Multiple DSN/Recursive]

Is it possible to get the LDAP User Import tool to support multiple DSN entries so you an import in one iteration from a structured user directory were you have multiple containers within OU=Users?

Alternatively is it possible to get the import tool to recursively search down from the specified DSN?

At the moment we will have to create a conf.json configuration file for each leaf level user container within our structured User container.

Cheers

Martyn