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dwalby

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Posts posted by dwalby

    Add Change to calendar during Progress Capture

    in Service Manager

    Posted

    Hi all,

    I notice that it's possible to filter 'Unauthorized' changes on the Change Calendar, my question is therefore, is it possible to add a Change Request to the Change Calendar during Progress Capture? That way proposed changes would appear on the calendar prior to CAB approval and can help decision making when reviewing conflicts between changes.

    Hope this makes sense?

    Thanks

    Trigger on team assignment

    in Service Manager

    Posted

    Hi all,

    Our Service Desk team handle all incoming requests, but in instances where we need to assign a Service Request to the Business Systems team we want the BPM to add it to the Business Systems team Trello board as a card. The question is therefore whether it's possible to trigger an action (Integration call to Trello) when a Service Request is assigned to the Business Systems team? I think this could be done with a human task, however I wanted to know whether we could automate it in anyway without requiring any additional action from the analyst on the Service Desk.

    Thanks in advance

    LDAP sync - Leavers

    in Service Manager

    Posted

    Hi all,

    Whilst viewing our users list within Hornbill the other day I noticed there're lots of users who've left the organisation still showing. Is it good practice to remove these and will it have any detrimental effect on previous requests/data? Is there a way to automate the removal of accounts that are disabled within AD or moved to a different OU?

    Thanks in advance

    Asset Disposal - Update State/Location etc. of linked assets

    in Service Manager

    Posted

    On 12/21/2018 at 4:01 PM, samwoo said:

    Hmm without seeing what your configuration and CSV files look like its quite difficult to think about what the issue could be. But see if this helps... underneath $assetName add the following... 

    
Write-host $assetName

    so it will look like this 

    
  #------------------------------------------------------------------------------------------------
  # Get the Asset Name from the name column in the CSV and append the prefix (if any) to the front
  #------------------------------------------------------------------------------------------------
  $assetName = "$assetPrefix$($asset.name)"
  
  write-host $assetName

    Run the script.

    If you are seeing the names of all the Assets appear in the Powershell Console from the CSV file then you know that this part works and there is something else going on further down the script.
    If you don't see the names of the assets, then you need to ensure that the Asset Tag column header is called name by amending the CSV file.

    Also check the headers should appear in the first row of the CSV file, and start in the first column.

    I think you can also return the results of the following variable... to show if it failed or not. 

    
$xmlmcAssetUpdate

    But I am not at my PC at the moment so am unable to check.

    I hope this helps to start with.

    Samuel

    Thanks @samwoo - Looks like the error reporting is working. By the looks of it, it's now failing because it can't find the disposal_date_txt.text file, can't seem to get that to work, so in the meantime I manually entered the date into the script, but it's reporting that the below

    Invalid date/time format provided: [2018-12-10 12:00:00] for column h_actual_retired_date

    As per the Wiki https://wiki.hornbill.com/index.php/Understanding_the_Asset_Structure it's appears to be in the correct format however :wacko:

    Date Time – must be in the format: YYYY-MM-DD HH:MM:SS e.g. 2015-07-15 00:00:00

    Major Issues with measure results (Logged, Resolved, Open, etc.)

    in Service Manager

    Posted

    Hi all,

    Just returned back from the Christmas/New Year break and noticed that our daily/weekly/monthly performance metrics have been going haywire since the 20th December. See below:image.thumb.png.95b402cc9b4af7a6e7ae0d3e49732b29.png

    It's entirely possible that this is as a result of the additional filter I've applied in bold in the below WHERE clause, however I'm not sure why:

    (h_requesttype='Incident' OR h_requesttype='Service Request') AND h_status!='status.cancelled' AND (h_summary NOT LIKE '%New SfB telephony number is required%' OR '%New Skype for Business telephony number is required%' OR '%Surface Phase 3 Upgrade -%') AND (h_reopencount = 0) AND (h_catalog NOT IN ('Submit Feedback, Suggestions or Complaints', 'Order Refreshments', 'Surface Pro Rebuild', 'Surface Pro Upgrade', 'Surface Pro Upgrade/Re-Build') OR h_catalog IS NULL) AND  (h_fk_servicename != 'Data Protection') OR (h_fk_servicename != 'Test Service')

    If I run a report of Incidents/Service Requests logged yesterday it shows 0 so it seems it's almost certainly a problem with the measure, not the system.

    Any assistance on this would be appreciated :)

     

    On-Hold Auto-Chase Mechanism

    in Service Manager

    Posted

    Hi all,

    Has anyone successfully implemented a auto-chase/auto-resolve mechanism? In scenarios where an analyst has contacted a customer via e-mail and placed a call on-hold, instead of the analyst having to manually follow up, is there a way a reminder e-mail can be sent after a set period of time? Then if no response received after X amount of attempts the request auto-resolves?

    Thanks in advance

    Asset Disposal - Update State/Location etc. of linked assets

    in Service Manager

    Posted

    On 12/14/2018 at 3:56 PM, samwoo said:

    Hi @dwalby,

    Apologies I did not get back to you sooner. I am glad you managed to find out.

    It's advisable to test this script using a small number of assets first which I am assuming you have already thought of just to make sure that it does what is expected.

    I hope it goes well.

    Thanks,

    Samuel

    Hi @samwoo - I've made some amendments to the script and copy/pasted into a PowerShell window running as admin (after setting Set-ExecutionPolicy -Scope Process -ExecutionPolicy Bypass) and it appears to go through each line but doesn't appear to actually do anything Hornbill side or report any errors. Any ideas?

    Analyst Performance Widgets

    in Service Manager

    Posted

    @Victor - Thanks, sorry for the late response on this. I think the graph you've shown displays the metrics I'm looking for, but presumably your measures are for overall performance. I'm looking to create a graph which shows logged, resolved & open for each analyst over the current week/month. I'm guessing I'd need to setup a measure for each analyst to achieve this? I've used some insane paint skillz to hopefully demonstrate what I'm looking for a bit better.

    image.thumb.png.8db5ead7764fb88d524c872833f7e398.png

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