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dwalby

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Posts posted by dwalby

    Help troubleshooting Error - Entangled Paths

    in Service Manager

    Posted

    Hi @Steven Boardman - I've been amending my new starter BPM following advice from @Dan Munns and @Victor on how to assign tasks as per the below post. During which i also consolidated down some of the tasks (in favour of checklists) and nested parallel processing within parallel processing and fear I may now have created a monster... a monster that is again having the 'Entangled paths' error. Can parallel processing nodes be nested within 'parent' parallel processing nodes?

    What makes it more frustrating is that the new starter BPM used to work as per my above post, however since I've spent the last hour editing it, it now won't allow me to save. Any suggestions would be appreciated as I'll potentially lose any amendments I've made if I can't fix it today :(

    image.thumb.png.fb3f9fd458035fbd3afeb641d65b499f.png

    Assigning tasks in BPM

    in Service Manager

    Posted

    @Victor - Thanks. I'm presuming then that assigning to the role Service Request Assignee would assign to anyone with the Service Request Assignee role (Kinda obvious, but for some reason when I set it up I presumed it assigned to the assignee/owner of the service request)? I've set the app.experimental.advancedRequestTaskCompleter and given my analysts the Advanced Request Task Completer role and will now need to go through all my BPMs and setup the nodes as per @Dan Munns suggestion - gonna be painful :(

    Thanks for your help though

     

     

    Assigning tasks in BPM

    in Service Manager

    Posted

    Hi all,

    What is the best-practice for assigning tasks to the owner of the request within a BPM?

    Currently I have the tasks assigned to: Role > Service Request Assignee

    Also, if the request was then re-assigned to another analyst would the tasks also be re-assigned?

    Thanks in advance

    Assignment node

    in Service Manager

    Posted

    @Dan Munns - Thanks, yeah I've created 2 reset catalog items, I just can't seem to get the 'assign to request creator' node to assign to the creator - it errors, presumably because as previously mentioned by @Victor it needs a team to be specified. Is there anyway around this? As I say, we need to assign to request creator who won't necessarily always be in the same team.

    Assignment node

    in Service Manager

    Posted

    @Joyce - Did you figure out how to achieve the below? I'm looking to create the same scenario for password reset requests received over the phone, if for example 1st line are busy calls bounce to 2nd line then 3rd, etc. so the request creator isn't always going to be in the same team. @James Ainsworth do you have any further suggestions on how to achieve this?

    On 1/29/2018 at 2:09 PM, Joyce said:

    yes, but creator has to belong to the team. 

    The scenario I am after, is just be able to assign ticket to creator, regardless of which team they belong. 

     

     

    Draft self-service requests

    in Service Manager

    Posted

    Hi all,

    Is it possible to have semi-completed requests in the portal save to a 'drafts' section for example?

    As a scenario, a manager begins a new starter request, but before they can complete the request they need to verify the starters training dates. Currently, the form often times out meaning they have to re-complete the form again.

    Thanks in advance

    Colour coding

    in Service Manager

    Posted

    Sorry to drag up an old post.

    Should requests with the status 'Resolved' change colour at all? They don't seem to be in my instance. This would be useful for differentiating between active and resolved calls when viewing the request lists.

    I understand views can be setup to filter these out, but for those that haven't set custom views up it can be a little confusing.

    Widgets - Display open and on-hold incidents/service requests

    in Service Manager

    Posted

    Hi all,

    I've created a dashboard to display are call stats but having some trouble getting the SQL query to show open and on-hold requests. Below is what I have currently, but when I add  OR h_status='status.onhold it either breaks the widget to show no count, or shows an incorrect figure:

    Number of Open Incidents (Using SQL query: h_status='status.open' AND h_requesttype='incident') 

    Number of Open Service Requests (Using SQL query: h_status='status.open' AND h_requesttype='Service Request')

    Total Open Incidents & Service Requests (Using SQL query: h_status='status.open' AND h_requesttype='incident' OR h_requesttype='service request')

    Any suggestions? I'm sure it's something simple, SQL isn't my strong point!

    Personalisation using variables on the Service Portal

    in Service Manager

    Posted

    Hi all,

    I've just seen a recent blog on the SITs site providing some of the benefits of self-service, see here: https://www.servicedeskshow.com/blog-spot/5-reasons-must-self-service-portal/?utm_campaign=SITS+Insight+-+8+Feb+2018+-+Newsletter&utm_source=emailCampaign&utm_medium=email&utm_content=

    One of the points they mention is personalisation and suggest having a "Welcome [name] to the self-service portal" greeting to demonstrate the recognition of who they are. My thinking is this would work well on the home page text/bulletin.

    My question therefore is whether it is possible to use a variable, or similar to achieve the above?

    I've just tried using the {{.H_fk_user_name}} variable but unfortunately this didn't work. I note that there's a Profile section on the self-service portal containing the users name, etc. so the information is there, it's just whether it can be utilized on the home page I guess.

    Thanks in advance

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