Steve Giller
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Posts posted by Steve Giller
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Any information on this? I could really do with moving it forward ...
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We are also seeing this.
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I've just been handed a list of assets (about 50) which need to be updated to show they have been retired - basically their location, state and notes all need updating.
Is there a simple way to do this in Service Manager as individually updating each one would be a rather time-consuming exercise.
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@Victor I have been into a call, clicked on the Edit option under the Details section, altered the site and returned it to the original value.
This shows the site correctly, both in the request list and the underlying database.
Note: I don't think it was mentioned previously, but the site appeared to show correctly in the Details section of the call, but showed as 'undefined' in the Request List and the h_itsm_requests table.
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Restarting the browser has had no effect, sadly.
It seems to be only that one issue, the calls are finding the correct ProCap and Process.
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Looking at the raw data, the h_site_id is correct, but the mapping to h_site appears to have failed. Checking the timings, this is from applying today's update.
Updated by Giller_S On 2017-01-12 09:44:49 : Release Date: 2017-01-11 08:48:43 (Build: 904)I've asked for a browser shutdown and log back in as a precaution, I'll post back if that has any effect. -
We are importing/updating assets using the asset import tool and SCCM.
We use the managedBy attribute in AD to store the asset's assigned owner, and can easily import this into Service Manager.
Before I do, my question is; will Service Manager recognise that the CN stored in that field is a user, or will it blindly try and shove the whole CN in there, probably returning a "too long" type error?The Wiki states "h_owned_by":"[UserName]" - when a valid Hornbill User ID (for a Full or Basic User) is passed to this field, the user is verified on your Hornbill instance, and the tool will complete the h_owned_by and h_owned_by_name columns appropriately. however the User ID is the sAMAccountName, not the full CN.
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I want to replicate our old calls that were automatically logged from email for our larger printers.
I think I have everything set up and ready, but currently the devices' emails go into a subfolder of the mailbox and I don't want to stop them landing as the initial tests will not properly log jobs.
Is there a way I can set these up to be trapped by the autoresponder but still end up in the mailbox during testing? -
Also, if you activate the Advanced View within AD Users & Computers you will expose additional tabs (assuming you have permissions) notably the Attribute Editor tab which lists every available attribute along with its current value - great for checking which are being used when there are multiple options for storing a particular piece of information.
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In my Progressive Capture I set up a dynamic checkbox group to select from an approved list of required software installs.
I can't see how I can, or if it is possible to, access which boxes were checked from the Business Process.
Can I achieve this, or will I need to use an individual question for each option in order to assign tasks depending on which boxes were checked?
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@Lyonel We've just been through this same conversation - this is one of the areas where what seems to be a "missing feature" is simply a case of not thinking Supportworks and starting to think Service Manager.
Now I've explained to my troops that you email the customer when necessary and that updates the timeline, you don't update the timeline and and that emails the customer when necessary (a small but significant change!) they've got to grips with the new method.
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Just to clarify - I don't need any detail on what it's being used for - if it's being used for anything (a catalog, multiple catalogs, a default etc.) in any app then I don't want it turned off, the indicator is more of a "Don't touch this, you'll break stuff!" warning (yes, this has happened!) than being there to provide any level of detail, if that helps?
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Would it be possible to have an enhancement to the UI to indicate if a Progressive Capture or Business Process are currently assigned to a Service?
Currently we only have a few of each, but as we create more and some are retired etc. there will inevitably be processes that are active but unused. We want to make all unused/deprecated processes inactive but having to click through every service to check if they're in use so we don't deactivate one that breaks something will become increasingly time-consuming.
I've attached an image of the kind of thing I'm thinking of.
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Briefly:
We aren't using the Customer Portal, it's calls logged through the Service Portal that have this issue.
The site is being linked, the call is logged with a site correctly assigned but no category.
When we use the Edit button within the Details section of the existing call to add a category, on clicking Save the site field becomes empty. -
Google suggests that this may be a TLS error rather than SSL - what ports have you tried connecting on?
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Our IDs are separated with a . but the names (displayName attribute) are still separated with a space.
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Oooh! I think this could be the first time with Service Manager that the issue isn't me getting it wrong!
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I've sent the config and log files in a PM, On the last run it simply didn't import any managers at all!
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Right - I'm with it now.
I believe the issue is that the Regex will pull back, for example, 'Steve Giller' (from 'CN=steve.giller,OU=General User Accounts,OU=...') but my UserID is 'Giller_S' (or, for newer staff, 'Steve.Giller')
btw; Sorry for not sticking the manager field in a regex checker sooner, if I had that would have been apparent from the start! -
Hi Trevor, it is, yes.
I wouldn't expect to see the CN appearing in the user details, though, I'd expect to see the manager's name.
Should I be using the [manager] AD attribute or do I use the [sAMAccountName] as this maps to the user's ID in Service Manager?I re-ran it with "Reverse":false which hasn't changed anything.
I've also noticed that if I access a co-worker (not in the admin tool) I get
The maximum length of the value in element <userId> was expected to be 64 but was actually 114 at location '/methodCall/params/userId'
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OK, so now I'm getting the distinguishedName (see attached) but most of these are longer than allowed, and as the user IDs are sAMAccountName will having the dN in there resolve back correctly, or do I need to tweak further?
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Thanks Steve, I knew it would be that I was just looking in the wrong place!
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I'm sure this is pretty straightforward and apologies if it's already been answered;
How do I prevent Known Issues being logged until such time as we have Captures and Processes designed for them?
I'm getting analysts logging them using the Raise New ... dropdown and it's causing headaches as we then get incidents that think they're known issues, and customers aren't getting updated because there's no process attached to email them.-
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Thanks Trevor,
I shall have a chat with the rest of the team about change management
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Using Dynamic Checkbox Groups
in Business Process Automation
Posted
Thanks for that, Dan, I can see how that will work.
(Sorry for the late reply, I've been on leave.)