clampj

That makes sense - thanks

@Dan Munns I'm struggling to get this to work despite reading the wiki - mind if I pick your brains a bit more? Just to confirm I've got the process setup correct, I've inserted 2 nodes into my process, ones an automated task node that i've called "wait for powershell reponse" and set it as below in the screenshot. I've then connected that to another automated task node to handle the email notification to the customer which includes the variable specified by Victor in an earlier post. I've configured this node as per the below screenshot. The process doesnt progress past these steps. I've also attached a screenshot showing the sub-status. What am I dong wrong? Thanks J

Thanks Dan I'll check that out

This is basically the last thing to sort before we can go live with the automated remote access requests - given the weather (and the inevitable flooding our HQ will experience when the snow melts) i'd like to get it up and running as soon as possible! So close

Is it a manual action to trigger the sending of that email though? Basically, I dont want any interaction - once SM has received the email and the routing rule has attached the email to the call I want SM to then email that update to the customer. How do we trigger the sending of that email automatically? Obviously when updating a ticket manually you have 2 options, update the ticket which doesnt email or email which also updates the ticket. Is it possible that the routing action of update is the equivalent of the manual update action and there would need to be an additional routing action of emailupdate which would be the equivalent of the manual email action?

yes I did but now I need what I orignally thought I would need *facepalm*

Hi I have emails sent from a system account that are automatically added to a ticket as an update but I would like that update to be emailed to the customer. Not sure how to do this - any pointers? Probably something simple. Thanks J

Hi @Victor - Would you be able to take a look at our progressive capture? At the moment Dans example/suggestion is working but it adds an unessessary step in the process which I'd like to remove. I want the user to just have to click the catalogue item then the call be logged without any further interaction so: Start->Customer Search->End But this produces the endless spinning logo. I've called it remote_access_test Thanks J

I didn't notice that - many thanks!

I would like this feature also. Heres why: We cover 22 sites and some of these are very old buildings (one site is like a rabbit warren and has 48 locations!). Some of the sites have other companies occupying certain rooms/office at the site (they have their own IT departments for support). The location field on asset forms in Supportworks was a free text field which meant we would often have multiple variations for the same actual office depending on what was typed by the individual that updated this field. This obviously made it difficult to see what assets we had in a particular location and could be confusing when trying to find things and perform audits. I carried out a customisation in order to overcome this - I created a "locations" table and forms for adding in locations. I amended the asset forms so that the location field would reference the table providing the user with a drop down list of pre-populated locations. It even filtered the list based on the site the asset was at. I added more stuff to the table such as what the method of access was (key, fob, key code lock), who was respopnsible for providing access etc. I also stuck date fields there so we could record and report on the last time we had conducted safety and PCI audits. I've been aware from the start that I would lose this functionality with the move to Service Manager however, this sounds like it will help us (particulary if the list could be filtered to availble locations at a site). So, thats a +1 from me

Hi Victor Yes - the spinning logo of death. Hang fire for now as that was only for testing - I actually need the progressive capture to record something in the call summery and details so if we happen across it at any point in the future we know what it was for - as it is, the call just gets logged with a customer. I'll let you know if I need further assistance on the PC. Thanks J

Hi Can I request a change for the user profile screen please? Previous process in Supportworks for us would be for the service desk to set a user to Left the company. Obviously they can't do this in Service Manager without admin access but I'm aware this can be automated with another LADP user import where disabled AD accounts would in turn be set to archived in Service Manager. I'd like the service desk to be able to check that this import has worked and set the user to archived in Service Manager. I thought they could just check the user record which they do have access to but unfortunately the users status doesnt appear and it also doesnt appear to be an option that can be added on that view. Obviously something might go wrong with this import so thats why I would like a manual check. Can you make the user status available in the user view please (the view that is present when you click on the customers username from a ticket? Thanks Jason

Ok so a bit more detail - the powershell can be configured to email whatever I like. i've decided on the following: The email from SM contains the word 'Add' in the subject and the call ref followed by the username seperated by semi colon in the email body. The script checks the subject to know whether its an addition or removal. If its an addition, the script checks if they are already a member of the AD group. The email back to SM (containing the call ref in the subject) has the following text in the body - *Username* Already has access. I'd then like SM to resolve/close the call. If they arent a member of the ad group the number of group members is checked against our license total - if this addition will exceed the license count then the email back to SM contains 'License exceeded please contact service desk'. If it doesnt, they are added to the AD group and the email back to SM advises 'Access Enabled'. Both these outcomes would require the call to be placed on hold (which is the default configuration of the business process and happens currently). This is what I meant by appropriate email but like I said - I can configure it how I like. When the process automatically takes the call off hold, an email is sent with exactly the same format as the request to add access except the word in the subject is remove rather than add. When the user has been removed from the group the script email SM to advise access removed. I'd like this email to cause the call to resolve/close I'd also like the email back to SM that advises the user already has access to resolve / close as well. If you can think of a different way to o this I'm all ears! Thanks J

+1 for this!

It relates to this topic: Basically, I'm automating remote access. User clicks catalogue item on portal which sends an email to a mailbox monitored by a powershell script. Script checks license count and adds them into the AD group if license not exceeded. Email back to Service Manager so SM can notify the user. The call goes on hold for 2 days before a removal email is sent at which point they are removed from the group by another powershell script. The script emails back to Service Manager to confirm removal. Id then like the call to close automatically. I'd like all of the above to happen with no human interaction apart from the user requesting access on the portal. Seems the part thats not doable is the last bit - closing of the ticket when the appropriate email is recevied into SM.

Ok I've now tested the progressive capture suggestion but i'm getting the same results - spinning hornbill logo and nothing else Any other suggestions? If its working for you then its possibly a bug in our instance?

Hi I'm seperating this out from my previous thread for simpilicity and posterity. Is it possible to automatically resolve/close a ticket via an email routing rule? If so how is it done? I think I need Hornbill to answer this. If its not possible, can it be requested as a feature please? Thanks Jason

Thanks again Dan. I'll check that out for the progressive capture. Is there no way to automatically close a ticket from an email? I dont want any human interaction. Even if it means we have 2 different routing rules, one for closing the ticket and one for continuing with the suspention of the ticket - I can live with that!

Thanks both. I'm going to go with Dans suggestion in order to keep the powershell as light as possible and thats the bit of info I was hoping for re the process manager. The process works - once the email is sent the process suspends for a set period of time before un-suspending and sending another email requesting access is removed. I'm now looking at the handling of the email generated by the powershell script but i'm not sure how to acheive what I want as I've not setup routing rules before so again, any help greatly appreciated. What I'd like to do is this, when attempting to provide access, the powershell will send one of 3 emails back to service manager - subject and content can be set however I like - the plan is to contain the call reference in the sbject then the outcome in the email body. I'd like the following action for each of the 3 different emails: Already has access - email the customer back advising this and close the call License count exeeded - email the customer advising this and to contact service desk Access granted - email the customer advising this and place the call on hold for set period of time (I already have the suspend part working as per the above) Given the status is in the body of the email coming back to Service Manager, the customer would see that status as the update email generated by SM will contain it however, how do I get the call to close? Is this something that needs to be handled in the process manager? I'm guessing so but not sure how its done. Lastly, I've got a problem with the progressive capture I setup to trigger this process. I dont require any input from the user, I just need them to click the catalogue item. As a result I setup the progressive capture as follows: Start -> Customer Search -> End This doesnt work though - I just get the hornbill logo spinning continuously. The only way I've been able to get it to work is to setup as follows: Start -> Customer Search -> Request Details -> End I set the "Request Details" node so it isnt mandatory so the user can click finish without typing anything in but i'd like to remove this step if possible. Any suggestions?

Thanks Trevor - Sounds expensive though! I've decided on a different approach that will get round the need to have Orchestrator however i'm not sure if it can be done in Service Manager. Essentially, I have a catalogue item on self service for requesting remote access. The process sends an email (containing "Add" in the subject and customers username in the main email body) to a mailbox monitored by a powershell script. If the subject contains add then the powershell script adds them into the required security group. This part is easy and I have it working. What I would also like to happen is, and email back to Service Manager so that SM can in turn email the customer to advise access is granted but then place the call on hold for 5 days. Call automatically comes off hold after 5 days which triggers another email to the monitored mailbox, this time with a subject of "Remove" which causes the powershell script to remove them from the group before email back to SM to confirm which would trigger and email to cusotmer advising access removed before the call is closed. As I said, I've got the first part working where email is sent, read and then user added to the group. I'm struggling to understand how to acheive the rest so thought I'd ask on here before spending any more time on something that might not be acheivable. I guess what I need to know is this: 1. I cant see a way to automatically take a call off hold after 5 days in the process engine which would be needed in order to trigger the removal email. Is this even possible? If not are there any plans to introduce such functionality? 2. Do you see any pitfalls with this approach? I know its a bit clunky but it will save us a lot of time and more importantly a lot of user pain!

Hi Is it possible to integrate with our on-premise active directory? I'd like to be able to configure catalogue items on self service that would automate amending AD security group membership. Suspect powershell would be required but not sure how to go about it (the powershell bits easy but how do we use it with Service Manager?). Can anyone provide any pointers/further reading? I've looked on the wiki and read the integration section but I'm none the wiser for it. Thanks J

I thought thats how it might work. Thanks all.

Hi Both Thanks for prompt response - I thought it might be somewhere in the business process but could've spent ages tryignt o find it. I've updated that now. Will calls already logged pick up the change or will it be new calls only? Not a problem either way, just so I can advise colleagues. Thanks J

Hi Sure this will be a quick answer. how do we change the defaulted action on a ticket? At the moment when an analyst opens a logged ticket, the defaulted option is the resolve action. Can we change this to default to update? We update more than we resolve. Tried searching the forum but cant find anything advising how its done. Thanks J

Awesome thanks!