dwalby

Thanks both, ideally we're hoping to contain the whole process within the Hornbill platform (where possible) then transition out of Hornbill, with integration (if possible) with any bespoke tools being used in the department (Target Process, Jira & Trello) where required. I think I may just need to review the Service Request process and incorporate a 'assess' stage to identify whether the request warrants a Project. More thinking required!

Hi all, We're currently reviewing the way we handle requests to add new functionality or features to our line of business applications, which has been termed by some within the IT department as "enhancement requests". Historically we've raised them as Service Requests, however we often find they remain open/on-hold for a long time whilst awaiting it to be scheduled alongside already planned works, then resolve once it's been implemented. Obviously we have Service Requests raised for standard services, such as granting access to systems, new equipment, etc. but how do you guys manage requests that may come in by e-mail for example, requesting for new functionality which are likely to require planned resource, money, risks, etc.? Should it initially be raised as a Service Request, then analysed and linked to a Project (within Service Manager) for example? I'd be interested to hear your views and any feedback you may have! Thanks in advance

@Dan Munns Yeah I'd feel bad for you if you had 1116 requests logged at 8am

Hi All, I'm looking to create a widget/report that shows the average number of requests logged throughout a day (each hour, between 8am and 6pm) so we can see our busiest times, etc. Any suggestions on how to achieve this? Thanks in advance

Hi all, I'd like to create a dashboard containing a widget that shows how many Incidents and Service Requests each analysts have with colour thresholds set. The thresholds will need to be set dependent on the team they're a member of as for instance, the Service Desk analysts would have higher request thresholds than say, the infrastructure team. Is this possible and how would I go about creating the widget? The only way I can see is to create a measure for each analyst which can't be right? Thanks in advance

@Dan Munns - Just to clarify, the reason I created the new team was because I noted the Organisation ID cannot be amended, only the Team name. As we've only been using Hornbill for a few weeks the impacts of creating a new team and transferring the requests were low and it would've bugged me to have an inconsistency between the org ID and Team name. Creating a new team was probably an unnecessary action, but my OCD took over!

@Victor (where's the facepalm emoji??) You're absolutely right, wiki states: The expiry period is in working hours and will adhere to the hours configured in the "ServiceDeskDefaultCalendar" working time calendar found in Hornbill Administration I'll correct the expiry node and test, thanks again!

@Victor Sorry to hijack this post, but I'm not sure if I'm having a related issue. I've setup the 2-stage closure, however we're yet to see any requests automatically close after the expiry period has passed. When resolving a request it successfully passes through the E-mail Customer stage and even applies the checkpoint of Incident Awaiting Auto-Closure but does not seem to progress past that. The decisions after the Wait for status change node are set as the labels indicate; no match, expired and responded by customer (status.open). So I'm not really sure where things are failing? Any help would be greatly appreciated as currently we're having to manually close requests (once the 'last updated' status shows 7+ days)

Hi all, We've recently had a change of team name within the department. I've created the new team and added the members accordingly. I now need to transfer all requests from the original team to the new team whilst maintaining the same request owner (albeit in the new team) - how is the best way to go about doing this? Thanks in advance

Thanks @James Ainsworth

Hi all, Is there anyway to enable the capability to add attachments to the resolution action? As a scenario example, we receive requests to retrieve documents and files from a legacy system, we'd like to be able to attach the required document and resolve in the same action. Thanks in advance

@Steven Boardman - Please add me to this also. In the meantime has there been any further update?

Thanks @Bob Dickinson

Hi all, I'm trying to create a measure of logged incidents per week, but to only show post go-live Hornbill date in order to prevent the stats from being obscured by the requests we imported from Supportworks. When sampling the query however it is showing weeks prior to the go-live date and also 0s in all samples. Please could someone advise where I'm going wrong? SQL isn't my strong point. Here is the query where clause I'm using: (h_requesttype='Incident' OR h_requesttype='Service Request') AND h_datelogged >= 2018-02-11 00:00:00 Our go-live date was 12th Feb

@conorh - Thanks this works!

Hi all, I'm attempting to perform an import but keep encountering this error, unless I'm going mad, the date format I'm supplying meets the required format? I even tried with and without the Z on the end. Any ideas?

Hi all, I have a feeling a post already exists along the lines of this already but I can't find it - @James Ainsworth I seem to remember you responding to it. From what I understand, when working within an incident request in order to see a solution to a known error you first need to link it to the incident. Although this works, this relies on the analyst either knowing the known error exists, or that they perform a search for a known error within the 'Link Request' action. This is also reliant on the analyst either knowing what search terms to use, or using the filters. Would it not be better suited if the 'Solution' action was automatically populated with solutions to known errors that are associated with the service instead of just FAQs? Thanks in advance

@conorh - Thanks for this, but the widget isn't showing any results despite me having incidents linked to known errors/problems. Any suggestions?

Thanks @Dan Munns - This makes sense, thank you for clarifying your usage scenarios. Out of interest how do you approach the authorisation of emergency, normal and standard changes?

Hi all, We've only recently implemented the first iteration of our Change Management process and for the first time are using a tool (Service Manager) to log and track changes. In terms of the usage scenarios around Change Management though I wanted to get a feel for how others approach it in conjunction with Service Manager. By default Service Manager has 3 change types which can be selected; Standard, Normal & Emergency - all of which are common terms as per ITIL guidance. For the most part though it is suggested that 'Standard' changes do not require a RFC as they are categorised as changes that are low-risk, common and 'standard' practice, such as a password resets for example. Instead, most articles on the matter I've seen suggest that these should be raised as Service Requests, which I'd agree with. With this in mind, what are some usage scenarios and reasons for raising 'Standard' Changes within Service Manager? Thanks in advance

Have there been any further development or thoughts on this @James Ainsworth @Ehsan?

Hi all, Why does the date/time picker show random values in the selection? If for example I want to select 22:00:00 it won't let me. I have to delete out the time shown then enter it manually.

@Dan Munns @Victor - Thanks so much both, it's saved successfully, going to give it a test by raising a request....

Sure, strangely though since adding in those extra parallel processing nodes it now allows me to save, but produces a yellow error regarding the requirement for 2 exit nodes. See attached.... requests---new-starter-process.bpm.txt

@Dan Munns - Thanks, but the Start node requires at least 2 exit nodes