James Ainsworth
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Enhancement Requests
Posts posted by James Ainsworth
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Hi Martyn,
There was a fix provided the Service Manager update 2.1.9 and I just wanted to check if this was now working for you?
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Hi Ralf,
From the Asset List you are able to delete multiple assets at the same time. If you start by using either the Asset Class selector or the Filter to collect the assets together that you wish to remove. You can then select the asset at the top of the list using the checkbox, and then scroll to the bottom of the list and then hold the shift key down while clicking on the last item in the list. This will then select all asset in between.
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So the Yellow highlighted requests in the request list possibly fits your first requirement. This show that an update has been made to a request, but it has not been seen by the owner. From an owner's perspective you can look at a list of your request that you own, and any highlighted in yellow will be requests that someone else has updated but you haven't read yet.
This also helps from a management perspective as you can view a list of requests that belong to one of your staff and at a glance see which ones that have not been viewed by the owner since the last update.
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As a request can be associated to more than one board, you will need to specify the name of the board.
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Thanks for your post.
When configuring your BPM workflow there is a "Remove from Board" option. Your workflow will need to include a check for the status and once it reaches a closed state you need to include the automated task for removing it from the board.
Hope this helps.
James
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Major incidents is an interesting topic and there are different viewpoints on how to implement and manage major incidents within any Service Desk. What we will try to do is to provide as much flexibility as possible to allow anyone to work with their definition of a Major Incident.
A big part of this flexibility is done through the BPM engine. As one of the default priorities that you can set against a request, we have included "Major". Using the BPM engine you can then define a Major Incident procedure for any request set with a major priority. As part of the BPM you will be able to automate communications, assign Service Level timers, add to a major incident Board, automatically assign activities, update the timelines of the linked requests, or you could even post to a Major Incident workspace.
If you do not wish to use the priorities to indicate a Major Incident there are the custom fields that could be used to add a check box to an incident to indicate a Major Incident.
There are plans in the future to include more automation between linked requests and also the ability to define the type of link (impacted by, depends on, etc). Which will extend out these options even more.
Hope this helps.
James
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The displaying of the users on-line status and availability is a good idea and I believe this has been requested elsewhere. You will see in some places within the collaboration, such as workspace members that we show a green dot to indicate their on-line status. We also have auto-assign rules for the BPM that use the availability settings to determine who is available for auto-assigning. So we are not far from being able to provide this. I will feed back once we have established some plans for implementing this.
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Hi Paul,
I have done some investigation and when I created a custom form with a date field in progressive capture, the date format was using the format specified on the user's(co-worker) profile. The date format for a user is set during the creation of their account and can be modified by an admin in the administration portal or by the user in the main collaboration app. Keep in mind that you need to log out and back in again for the new date format to be applied.
Can you just confirm if your end users are external contacts on the Customer Portal or internal co-workers on the Service Portal?
Regards,
James
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Thank you for your post. I can see that there are a few possible requirements that we can bring together to be able to achieve this in the future. We do have a particular change in our backlog to allow for some settings to include a BPM suspend and wait for closure.
We could also consider some options to the stop and start timers or possibly add a pause/un-pause timer option. At the moment we are doing some work on the Service Level timers and we will need to wait until this work is complete before looking at additional options.
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Hi Greg,
Thanks for your post. As mentioned above you can control some of the items that are visible to a customer in the timeline so that information that you feel isn't necessary for the customer can be hidden.
You may also be referring to the overall layout of the entire request. On the portals I can see that a more simplistic layout could be beneficial to customers. We have had a lot of focus on the portals in recent months and this is an area that we will continue to look at.
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Thank you for your post.
At the moment, most of the visibility and ability to work with requests is based on team membership. As a member of a team, you are then available for assignment.
With a Service based approach in mind, we are soon to add the option to assign Service Owners to a service. Initially this will provide improved separation between services supported in different areas of the business, however we will then be able to extend this so that Service Owners (or possibly managers) that have been associated to a Service will have this visibility that you are looking for without having to be a member of a team.
You have also mentioned the User's status. I can see this as a very useful feature where any member of a team can set their user status to an option that would hide them from the assignment list. I'll have a look to see what we have planned in this area.
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Hi Samuel,
Thanks for your post.
The calendar feature is currently tied directly to existing Change requests that have already been raised in Hornbill. It sounds like you would like to add an entry to the Change Calendar that is not an existing change. Possibly a comment or note that contains changes that don't require a full change request?
Depending on who the audience is, you can also use the Service Manager Boards. Although this does not provide a calendar view, you can add comment cards and also automate it as part of a change process.
There are some long term plans to provide additional functionality in the future around the existing change calendar. However, is more likely to come later in the year.
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Hi Martyn,
Your screen shot suggests that the date is on a custom progressive capture form. I'll do some investigation to make sure that it is using profile date formats and not taking the format from somewhere else.
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Just to confirm, are you referring to the icons on the timeline updates on a request as highlighted?
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Hi Martyn,
No further plans as of yet for this. You will have seen a number of new features around the services for the portals. We have had a priority on completing planned improvements and new features to extend the base functionality of the services. We will continue to keep the option of having custom images in mind and re-visit this once we have covered some key areas of the services.
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The Business Process engine is possibly the most flexible and best place to look to configure the behaviour of requests. We are also looking at adding an application setting that would allow you to set the default behaviour for the selection of a closure category on all requests. This is still currently in the planning stage and not scheduled yet. I'll update this post once it is scheduled.
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Hi Gareth,
Having a column in the request list to show the current category assigned to each request would be beneficial. I'll discuss with our development team and look to get a change put into our plans. I'll try to let you know once this is scheduled.
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Yes, to start with we have provided a set number of variables that relate to content on the requests but we are more than happy to look at adding more as we get feedback. Thanks for yours and we will see what we can to.
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Hi Gwynne,
I would be interested to understand how you use Job Type in reference to requests. Do you use this for a particular request type?
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There are two ways that this can be done.
If you open the Service form for the Change Request service, within the Details section there is an option titled "Portal Visibility". Simply change this from Visible to Hidden and it will not be displayed on the portals, but it will still be available to the Support Staff to raise requests against that service from within the main client for the subscribed users.
If you would like the service to be hidden for most, but still available for a small group or an individual, you can control the visibility using the subscriptions. Just make sure that you only have the group or individual listed within the subscriptions. The default is to have everyone subscribed.
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Hi Chris,
The visible results on these searches are limited so that you don't end up with too many results to browse through. As you type the number will reduce. Returning smaller result sets also helps with performance. You can also start the search by typing their last name. Depending on where you are searching you can even type in the organisation name so that you see all the people from that organisation.
Hope this helps.
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Great to hear that all is working.
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Kelvin,
Can you confirm that your instance has been updated to Service Manager 2.23.x?
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Hi Lee,
This difference is between the reports and the request list is most likely a result of the request list being restricted to only requests that you are either a member of the team that is allocated to the request or you are a member of a team that supports the service that the request is associated to. In the reporting within the Admin portal, there is greater visibility to all the request records.
If possible, identify a request that is in your report, but not visible in the request list. Once identified, check to see the team and service assigned to that request and compare this to the teams and services allocated to you. If these do not match, you would not be able to see it in the request list.
When using "Quick Requests" there is no service associated to the request
in Service Manager
Posted
Hi Tina,
If you are now using the Service's Request Catalogs, each item in the request catalog can have its own progressive capture. This allows you to design more specific progressive captures that are unique to the request that is being raised. What happens in Progressive Capture is that once you reach the Services form and you select a Request Catalog item, it will jump to the specific Progressive Capture that has been allocated to that item.
I would be interested to know how you are getting on with this feature. There is also some documentation and a video about this feature here which may help.