[Microsoft Teams]

@James Ainsworth - thanks

[Microsoft Teams]

Would it be possible to integrate with Microsoft Teams? 

We use Microsoft Teams company wide as a collaboration platform (it pre-dated Hornbill implementation). Would it be possible to use Hornbill to post in Microsoft Team spaces? This would be useful for posting updates on service status, changes, major incidents,  etc.

[Capturing quantity in Progressive Capture Forms]

@Dan Munns - Thanks that may be a better option, I'll try it out.

[Media links within Known Errors]

Hi all,

Would there be any possibility of adding in the ability to have media links within published known errors? This would be useful for both analysts and customers potentially.

I know media links can be added to the timeline within a known error and within FAQ articles.

Thanks in advance

[Capturing quantity in Progressive Capture Forms]

Been thinking about this a little further. Originally I was using a simple list I'd created that detailed our standard equipment offerings and had this as a dynamic checkbox field. This would of course not provide the ability to specify a quantity next to each option.

Instead I'm guessing the only way to do it would be to have a individual field for each equipment type, seperated by a 'single line text' field underneath to specify quantity. Unless there's an easier way to do it.

[SLA does not update when escalating priority]

Thanks @James Ainsworth - after a request is raised I use an impact assessment to determine the priority, the SLA 'level' then gets mirrored  (e.g. Priority 1 = BPHA SLA Priority 1) automatically set based on a decision within the BPM.

Just to clarify, would the just one 'Update Request>Service Level' node detailed in your above post automatically update the SLA 'level' if the Priority is changed at any point in the requests lifespan?

As @Steven Boardman mentioned previously, in Supportworks changing the priority would restart the date/time of the response and fix times. Would the same apply in Service Manager?

Thanks for your input as always

[Automatically set logging category BPM]

@Steven Boardman - Thanks, I think in the cases of Service Request Catalog items we'd want the logging category set automatically, but for Incidents the logging category is likely to vary somewhat.

Until there's an option to add category based on catalog item I'll just set it following a decision node within the BPM for now.

Thanks for your help on this.

[Automatically set logging category BPM]

@Steven Boardman - I suspect we'll be running reports on 'Logging Category' in order to perform trend analysis of 'what's breaking' and 'what are users requesting'.

Unless I create the BPMs as I detailed previously, I assume it'd mean us running 2 reports to achieve this (A 'Logging Category' report & a 'Service Catalog Item' report)?  

[SLA does not update when escalating priority]

@Steven Boardman Thanks for the response. For clarity and to better my understanding, what are the key differences between the Priority and SLA and why are they handled separately?

We're currently Supportworks users and when logging a request have to set the impact/urgency, which then calculates the SLA priority. In Service Manager however, it seems there are Priorities as well as SLA Priorities to administer, which I'm finding a little confusing.

[Automatically set logging category BPM]

@Steven Boardman - following your response regarding the SLA rules, would it be possible to also have a 'rule builder' for profiles also? Allowing the logging category to be set based on Catalog Item?

[Automatically set logging category BPM]

Hi all,

Is there an easy way to automatically set the logging category for requests logged via the portal?

Currently I have a BPM for each service, then have a decision at the beginning which determines the Service Category, followed by an automated task to set the logging category as appropriate. Not actually tested this yet, but assuming it'll work, my only problem being is that I'll need to follow this same logic for each service we have. I understand this could be saved/copied as a template but just wanted to make sure I wasn't over complicating what I'm trying to achieve.

Thanks in advance

 

[SLA does not update when escalating priority]

Hi all,

When working on an incident/service request, is there a reason the SLA does not automatically update when escalating the priority? If for example I change the below priority to Priority 1, I'd expect this also to update the SLA 

Instead, it seems the Priority gets updated, but the SLA remains the same. It may however be that I'm misunderstanding the usage and best-practice between priority and SLA, so any feedback would be welcome.

Thanks in advance

[Service Requests FAQs]

@Steven Boardman - Excellent! Thanks for this!

I assume this would require a keysafe setup for each user who owns documents? Currently our knowledgebase is a free-for-all to upload documents to, so it's likely there'll be multiple document owners.

[Capturing quantity in Progressive Capture Forms]

Hi all,

Is it possible to somehow capture quantities within Progressive Capture custom forms?

As an example, I've just created a 'IT Equipment Request' form, which asks the user to specify the IT equipment they require, however, on occasion users may request 10 x monitors for their dept./team.

Also, in the same scenario example is it possible to allow the user to select their colleagues who'll be receiving the equipment? Like a co-worker search for example, but allow multiple selections?

Thank in advance

[Service Requests FAQs]

@Dan Munns - The 'Service Desk accessible Knowledge base' being within Document Manager?

[Service Requests FAQs]

@DeadMeatGF - An analyst needing to know how to delegate access.

 

[Service Requests FAQs]

@James Ainsworth thanks, that sounds great. It seems a shame that currently it's possible to store the process documentation within Document Manager yet not have it easily accessible whilst working on a Service Request. I look forward to seeing how it develops.

 

[Limited Display Columns when viewing 'All Assets']

@ArmandoDM @NadeemMazhar - Thanks the global search seems to work for this.

[Service Requests FAQs]

15 hours ago, DeadMeatGF said:

Could that be a good use case for Document Manager?

@DeadMeatGF Thanks - Yeah I've taken a brief look at this as an option, although it seems whilst viewing the Service Request you'd need to manually search and link the relevant document for it to be easily accessible.

@Dan Munns - Thanks, I may explore the option of Human Tasks with Document Manager links.

Overall though, there seems to be a lack of other options for having useful, process/procedural documentation easily accessible within a Service Request ticket - likely needing the analyst to navigate away from the page. Having the FAQ section seemed to me like the logical place for this.

@James Ainsworth what are you thoughts and recommendations on this?

[Service Requests FAQs]

@DeadMeatGF just to clarify, I'm referring to the analyst portal. Maybe new starter was a bad example.

Say for example a document outlining how to delegate mailbox access within Exchange, how and where should this go?

[Service Requests FAQs]

Hi all,

This may be a silly question, but why does the option to view FAQs not appear for Service Requests?

When creating a new starter for example (a Service Request), we'd like to have a process/checklist document easily available to follow when needed. If the option to have it as an FAQ isn't available where is the recommended place to store it whilst also making it easily accessible from within the Service Request?

Thanks in advance

[Limited Display Columns when viewing 'All Assets']

Hi all,

I've noticed that when viewing 'All Assets' essential columns such as 'Model' and 'Serial Number' are missing from the available Display Columns. They are however visible when viewing the specific asset type, i.e. 'Computer Peripheral'. Is this by design?

It'd be helpful to be able to perform a search of serial or model when viewing 'All Assets' - if possible could this be a feature request?

Thanks

[Error when attempting to update/save progressive capture processes]

Hi all,

A colleague of mine is attempting to update and save a progressive capture for the first time but is seeing the error attached.

They are already a member of the following roles:

Is there another role he needs to be a member of?

 

[Widget Titles when using Target Counters]

@James Ainsworth - Thanks that'd be good, I think the font size of the title scales anyway so might not be a problem.

[CSV Asset Upload - Images]

Thanks @ArmandoDM that'd be good to know. Am I right in thinking then that the only way of uploading asset images is manually one-by-one? If so, that'd be a huge task for us!