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dwalby

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Everything posted by dwalby

  1. Thanks @Ehsan but unfortunately didn't work in this instance. I've pinned this thread for future reference though as I'm sure it'll come in handy!
  2. Hi all, A while ago I stupidly set some human tasks to require 100% completion of checklists despite the task not containing a checklist. This has since been rectified, but there're still a few requests open that were following this incorrectly configured BPM - when attempting to complete the task it throws an error: It doesn't appear I can bypass this either by deleting the task or using the resolve action. Is there any other means of progressing this aside from cancelling it? @Ehsan - I think you had involvement with implementing the 100% completion of checklist requirements so might be something you could assist with? Thanks in advance
  3. Hi all, Is there a simple way to automatically select a request category (profile) for requests logged via the service (end-user self-service) portal? Currently I have incident BPMs for each service setup as 'Get IT Help' that follow all the same steps as my main incident management BPM, however they have a decision and auto-task to set the category based on the ProgCap answers the end-user has selected. This makes it difficult to maintain any changes to the core process as I then have to make amendments to each individual service BPM also. Hope this makes sense! Thanks in advance
  4. @Victor - Awesome this worked Thanks again!
  5. @Victor sorry, all e-mails ideally, from the Inbox only.
  6. @Steven Boardman Thanks, glad you understood what I was asking to be honest! Currently only analysts raise change requests so presumably it'd be Get Owner Info instead of customer?
  7. Hi all, I'm trying to re-design our Change Management process so that changes raised by non-management staff are assigned to their line manager, the line manager would then assess whether the change is Standard, Normal or Emergency. Any Changes raised by management staff are self-assessed by the manager who raises the Change Request. To clarify: Scenario 1 - Change Request raised by non-management analyst > Assigns a task to their line manager to assess the change Scenario 2 - Change Request raised by management > Assigns task to manager who raised the Change Request My initial thoughts for Scenario 1 are: Add a custom expression decision with Assigned Team (for tasks) = Teamname and Job title does not contain 'manager' , 'lead' etc. variable which then routes a Human Task to the line manager using the Manager variable (From owner details) Scenario 2 would be be routed based on no match and assigned to Owner or Created By This may be a really convoluted and messy way of doing it however so wanted some advice and guidance on any other recommended ways? The reason we're looking to do it this way is because currently ALL Change Requests get assigned to the Change Manager, but the Change Manager isn't knowledgeable in each of the IT Business Units to be able to make a informed decision on whether it is Standard, Normal or Emergency. So the thinking is, the line manager (business area subject expert) would perform the assessment. The idea is that this will speed up the Change process. Thanks in advance
  8. @Steven Boardman - I think this is one of those posts where after posting it I realised I answered my own question within my original post! Yes, I'm using the suspend on Impact Assessment node, but analysts were able to resolve without completing the impact assessment. Essentially locking all the appropriate actions prior to the suspend on Impact Assessment would overcome this.
  9. Hi all, Part of my incident management BPMs require the analyst to perform an impact assessment, this then calculates the priority and SLA. What I'm finding though is that they're sometimes forgetting to complete the impact assessment. Is there a way to make this mandatory? Ideally I'd prefer to make it a mandatory step to do the impact assessment rather than locking every other action down until it's been completed, but open to ideas? Thanks in advance
  10. Hi all, Is it possible to create a widget which shows the current number of new e-mails awaiting to be raised as requests? i.e. a count of the number of e-mails in the inbox? Thanks in advance
  11. @Victor sorry to chase on this but I'm hoping to get this sorted before the monthly measures kick in at the end of this week.
  12. +1 for this idea, we use Skype for Business telephony but may look at call recording and integration options in the near future. Any capability to integrate with Hornbill would be a massive benefit.
  13. @Steven Boardman thanks for this. Do you have any suggestions on how this can be achieved otherwise? To further expand on my scenario, if we have an incident reported by a single user reporting that their email is offline (usually we'd define this as P5/P4), but then receive several reports thereafter we'd want the initial report as the 'master' incident record and escalate to a P1. At this point I'd want the major incident process to execute in the same way that it does currently when I raise an incident and define it as a P1 at the stage it's logged. Maybe this is something worthy of a separate thread discussion?
  14. Same issue unfortunately - it's still excluding everything all requests without a Catalog it seems.
  15. Currently when raising an incident if we perform an impact assessment and it calculates as a Priority 1, it follows a set process for a Major Incident. If the incident starts life as a Priority 3, but is then escalated to Priority 1 it does not invoke the Major Incident BPM tasks. @Steven Boardman With this new feature if an SLA gets re-calculated from a Priority 3 to Priority 1 for example, is it now possible in the BPM to start a Major Incident Procedure for example?
  16. @Victor strangely this filter doesn't seem to be working correctly (h_catalog NOT LIKE 'Submit Feedback, Suggestions or Complaints' OR 'Order Refreshments') My logged/open counts have reduced dramatically. As far as I can tell it's because it's excluded the requests containing 'Submit Feedback, Suggestions or Complaints' OR 'Order Refreshments' but also excluded any other requests that do not have a catalog set. I created an open request report and applied the same filter and get the same results. Any ideas?
  17. @Victor will do. I've found some other request types that shouldn't really be included in our call counts that do not have resolve start/stop timers. So I've excluded them using the following, I'm hoping this is correct? (h_catalog NOT LIKE 'Submit Feedback, Suggestions or Complaints' OR 'Order Refreshments')
  18. @Victor thanks for this. I've updated the BPs to ensure the timers are started/stopped. I'll run a report of all Closed requests and identify any others with blank h_dateresolved
  19. Ignore me, it just so happened that the 3 assets I chose to test did not contain any new information and therefore did not show the asset history button. In terms of evidencing and reporting on when we've performed asset audits I've decided to set it up as a Catalog Item for now.
  20. @Steven Boardman & @Steve G - Sorry to chase on this, I'm looking to get the assets updated today before any further changes take place to the locations, owners, etc. Is there a way to evidence when an asset audit was completed?
  21. @Victor there's been a few days of data recorded now. Looks like the same problem is happening on the daily measures. Open (4th November) = 360 + 63 (Logged 5th November) - 59 (Resolved 5th November) = 364 (Open Measure COP 5th November) The correct open count should be 363
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