Jump to content

dwalby

Hornbill Users
 View Profile  See their activity

  • Posts

    559

  • Joined

  • Last visited

  • Days Won

    1

 Content Type 

Posts posted by dwalby

    Editing a failed Business Process

    in Service Manager

    Posted

    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:

    image.png.8ffa8e99683b395cd19f5ab2c5e2c16d.png

    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

    Simple way to set category for self-service requests

    in Service Manager

    Posted

    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.
    image.png.9ecd3233ed5841814420fdca7efcee2f.png

    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

    BPM decision - Assign task to requester's manager (unless requester is a manager)

    in Service Manager

    Posted

    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

    Prevent bypass of Impact Assessment in BPM

    in Service Manager

    Posted

    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

    SLA does not update when escalating priority

    in Service Manager

    Posted

    @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?

    Monthly Measures Result discrepancies

    in Performance Analytics

    Posted

    On 11/21/2018 at 11:50 AM, Victor said:

    Find out the exact catalog name then and try this filter for catalog then (assuming the above are the full names of the catalog):

    h_catalog NOT IN ('Submit Feedback, Suggestions or Complaints', 'Order Refreshments')

     

     

    Same issue unfortunately - it's still excluding everything all requests without a Catalog it seems.

    SLA does not update when escalating priority

    in Service Manager

    Posted

    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?

    Monthly Measures Result discrepancies

    in Performance Analytics

    Posted

    @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?

    Asset Update

    in Service Manager

    Posted

    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.

    • Like 1

    Asset Update

    in Service Manager

    Posted

    @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?

    On 11/5/2018 at 3:20 PM, dwalby said:

    @Steve G sorry another question. I just completed a test run by uploading 3 assets but can't see anywhere within the updated asset that indicates when they were updated.

    We perform asset audits annually so it'd be good to have an identifier of when this was completed somewhere within the asset. I'd assumed it'd show up in the 'asset history'. I've tried experimenting with the version mapping to see if this would make any difference but doesn't appear to have any effect.

×
×
  • Create New...