James Ainsworth

Hi Keith, The External Reference has been added for use on the Charts and should be available in one of the next updates to Service Manager. Regards, James

Hi Martyn, Plans are still there to provide this but no progress at the moment. I'll keep you posted once we see some movement with this. Regards, James

Hi Keith, Thanks for your post. I will talk to the development team to see what we can do. Regards, James

Hi Martyn, We still have a change in the backlog for adding a default Progressive Capture form for capturing the impact and urgency. We are also looking at another option that would allow you to create a custom progressive capture form for Impact and Urgency where you can map your results to the existing impact and urgency fields. It might be the case that the custom field mapping comes first. I'll let you as the progresses. Regards, James

Hi @Paul Alexander I've gone through the code and it suggests that if there are no members available for a team then the request is just assigned to the team without an owner. I hope this helps. James

Hi @Sonali. I wasn't sure if you had any luck with this yet, but I was wondering if you had considered using the Round Robin or Most Available assignment options in the BPM? You could have a Get Info node followed by a decision node, and if no one as been assigned as an owner, you could automatically assign to someone on the team using one of these options. More information on Assignment in the BPM can be found here.

Impact Assessments Capturing the impact of a change, an incident, or any other type of request can be crucial to determining how it is managed. But how do you decide which impact level to select? Service Manager provides a great way of automatically determining the impact level to be applied. Taking the guessing out of the hands of the user, they can be walked through a number of questions where each answer has a weighted value that contributes to the automatic selection of the impact level. The results of the assessment are captured in the request along with the automatic application of the impact level. At any point after the assessment, if things change or a mistake is found, a reassessment of the impact can be completed. The assessments are managed as part of a Business Process which allows them to be presented to a user at any given point within the workflow. When defining your workflow, you can easily select from any number of available assessments that you wish to present.

Hi @dan You are right that in many areas like with standard searches, paging is put in place to manage performance issues caused by returning too many results. Extending this value does give way to other reports causing performance issues, or possibly where APIs have been used to interact with Hornbill. I would also suggest that upping this value on the api.xmlmc.queryExec.maxResultsAllowed setting should be done with caution and keep an eye open for performance issues and adjust the number accordingly. James

Hi @Prathmesh Patel Sorry, not really a response to creating a measure, but I thought that you might be interested in this thread...

Hi @nasimg Having a preview of an email which includes the email template information is a separate change that is in our backlog. This is not in our current 90 Day development cycle but it has progressed through planning and we hope that it will progress before too long. Regards, James

Thanks @nasimg. Good to hear that the Add Connections button is working a bit better now. I believe the suggestion from Martyn was to have a setting that would control if connected users are emailed by default. If that is what you are looking for, I'll investigate our options to add this change. Regards, James

Hi @nasimg Is this regarding the automatic applying of connected users to an outgoing email via a setting? There are some varying approaches discussed above and I wasn't sure if this was reference to one of these or a new requirement.

Hi @Mihiri Kotalawela Having the Description option set to 'Auto' indicates that it will use the default setting for this field which in this case would be not to update the description. If you are trying to apply the description using the answers from progressive capture you will need to do as @Dan Munns suggested and configure the description in the same way that you did the summary by setting the Description to Manual and provide the appropriate text/variable. Regards, James

@Kelvin If possible, would you mind working with these yellow highlighted requests to get a feel if this helps you with knowing which requests have been updated and then provide your feedback. I believe that this should also show when automated updates are applied as not all updates are done by a person. Regards, James

Hi Martyn, I don't believe that these fields were initially added as part of the Get Request Information. I've raised a change to have these added. I will update this post once the change has been processed. Regards, James

Hi Kelvin, I was wondering if you were aware of the colour scheme on the request list where some requests are yellow and others are white? If you are viewing the request list, anything that is yellow has updates that have not been seen by the owner. So if you have the My Requests option selected on the request list, anything yellow will be requests that have been updated by someone other than yourself and you have not viewed the request since the update. The benefit to this is over a column with the last person to update the request is that if I was to update your incident it would put me as the last person to update the request. You look at the request, but make no changes so I'm still the last person to update your request, but then I add another update, it would still just have my name as the last person to update this. How would you know that I provided a second update without opening the request? We could then use the last updated field to help with this, but instead of watching who the last person was to update the request, you now have to also watch the last updated field and remember if the time is at a later time to that of my first update. An added benefit to the yellow bar is for the person updating the request. If I added the update, I will see in my list that it is still yellow, which indicates that the owner has not seen my update yet. Regards, James

Hi @Dan Munns This requirement is still in our backlog and not yet in our 90 Development Window. I'll keep this post updated as it progresses. Regards, James

Hi @Paul Alexander I'll chase that up to find out exactly what happens. I would like to think that if no one is on-line that it would fall back to the standard logic for the Round Robyn and assign based on status. Regards, James

Regarding the Attachments, this is something that may be perceived as being more generic and possibly something that any app that uses progressive capture could take advantage of. There are no plans at the moment for this exact requirement. We do have a change in the backlog that was going to look to provide some more options to describe the attachment that you are requesting. I will also find out if there is the possibility of having attachments as an input type on a custom form. Regards, James

Thank you for your posts. I just wanted to find out a bit more about having standard fields that can be added to a custom form. Progressive Capture and Custom Forms are generic features of Hornbill that are used by all applications. We started on the idea of being able to map a field on a custom form to a field in Service Manager. I believe that this might only be the summary and description fields at the moment. We also have a minor change that will be adding impact and urgency to the list of available mapped fields and there is potential for others. If we were to find a way of adding Service Manager specific fields to the custom forms then the likelihood is that fields like Summary would be set input types such as a single line text field. Rather than constraining you to an input type, the custom fields let you select from things like radio sets, pick lists, multi-line, date controls. The mapping then lets you direct the output to a particular field in Service Manager. Would the adding of more mapped fields allow you to achieve the same goal while at the same time maintain your flexibility of the input types? Regards, James

Hi Martyn, We do have a change in our backlog for improving the email notification option for the escalations. This change has a fair amount of interest so there is a good possibility this will be looked at soon. We will keep this post updated as the change progresses. Regards, James

We do have a change in our backlog which will provide a more formal approach to tracking first time fixes. The idea being that you will be able to set some criteria against what you think a first time fix is. This might be resolving a request with the first contact and not re-assigning to another user or team. It might be resolving within X amount of time. Or maybe providing a way of resolving a request while still in Progressive Capture. Or a combination of the above. This change is not currently scheduled with our development team but we will keep reviewing the change and update this post as it progresses. Regards, James

Hi Lee, We do have a change in the backlog which will give you the option of assigning a right or role to anyone that you would like to have access to this menu item. At the moment it is only available to admin roles. The reason behind this is to protect data that might have been added to a request that was mistakenly not assigned. For this reason, by default we didn't want to make these requests visible to everyone. We will be adding a role or a right that will give you the ability to decide how to manage this. In some Service Desks, there are not issues with data and visibility so you may want to give this right out. I'll added you to the change and keep you posted of the progress. Regards, James

Hi Sam, I just wanted to confirm that when you say 'Teams' you are still referring to having subscriptions to a Request Catalog Item under a service and not limiting the Support Teams for Request Catalog Item? Regards, James

Hi @HHH We have a change in our backlog which should help with your requirement. We do plan on having subscription options on the individual Request Catalog Items. The default behaviour will be that it inherits the service subscription, but there would be options to override these within a Request Catalog Item. I will add you as an interested connection to the change. This is not currently scheduled for development. I'll will update this post as it progresses. Regards, James