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dwalby

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Posts posted by dwalby

    Asset Update

    in Service Manager

    Posted

    @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.

    Asset Update

    in Service Manager

    Posted

    Thanks @Steven Boardman - presumably if I only want a select number of attributes to be updated I just populate those in the config and leave others as default/blank (""). Examples of those fields I wish to update are highlighted in red below. If the others are left blank I'm assuming the attribute data in the records will remain as they are?

      "AssetGenericFieldMapping":{
          "h_name":"[Asset No]",
          "h_site":"",
          "h_asset_tag":"",
          "h_acq_method":"",
          "h_actual_retired_date":"",
          "h_beneficiary":"",
          "h_building":"",
          "h_cost":"",
          "h_cost_center":"",
          "h_country":"",
          "h_created_date":"",
          "h_deprec_method":"",
          "h_deprec_start":"",
          "h_description":"",
          "h_disposal_price":"",
          "h_disposal_reason":"",
          "h_floor":"",
          "h_geo_location":"",
          "h_invoice_number":"",
          "h_location":"[Location]",
          "h_location_type":"",
          "h_maintenance_cost":"",
          "h_maintenance_ref":"",
          "h_notes":"",
          "h_operational_state":"",
          "h_order_date":"",
          "h_order_number":"",
          "h_owned_by":"",
          "h_owned_by_name":"",
          "h_product_id":"",
          "h_received_date":"",
          "h_residual_value":"",
          "h_room":"",
          "h_scheduled_retire_date":"",
          "h_supplier_id":"",
          "h_supported_by":"",
          "h_used_by":"",
          "h_used_by_name":"",
          "h_version":"",
          "h_warranty_expires":"",
          "h_warranty_start":""
      },
      "AssetTypeFieldMapping":{
            "h_name":"[Asset No]",
            "h_connection_types":"",
            "h_description":"",
            "h_idx_ref":"",
            "h_manufacturer":"[Manufacturer]",
            "h_model":"Model",
            "h_serial_number":"[Serial]",
            "h_wireless":""

    Asset Update

    in Service Manager

    Posted

    Hi All,

    We've just completed an asset audit of our office equipment (yeah fun task!).

    I now need to upload this information into Hornbill. Presumably it just needs to be formatted into the template CSV file format for each asset type? If the location of an asset has changed for example, presumably it will pick this up using asset no./serial no. and update the asset rather than replace, removing any historical data?

    Thanks in advance

    Allow assignment of BPM tasks but not requests

    in Service Manager

    Posted

    Hi all,

    Is it possible to have a team that is able to be assigned BPM tasks, but not requests?

    Scenario - I want anyone in the IT Service Desk (parent) team to be able to complete a task within a particular BPM regardless of whether they're in 1st line team or 2nd line team.

    I know there's a Advancedtaskcompleter setting, but I don't want to allow them to complete tasks for other BPMs.

    Thanks in advance

    Monthly Measures Result discrepancies

    in Performance Analytics

    Posted

    @Victor - I applied the criterion as suggested and now that it's the 1st of the month the measures have just generated for October.

    image.png.5670f830cbe47572cc7c4148adcb668e.png

    image.png.108044b5bb3ae9c62b2bb14523f8d0d7.png

    image.png.d998871fe86f1638864f75d8a9db77d1.png

    End of Sept Open = 525
    + Logged October = 1526
    - Resolved October = 1546

    The open count for October should be = 505 but the measure shows: 469

    I have to report these figures to our board, which includes a CFO who has a very keen eye for figures, meaning I get a grilling every time because the figures don't add up :wacko: Any further assistance on this would therefore be greatly appreciated.
     

    Can Connections View Requests?

    in Service Manager

    Posted

    On 10/25/2018 at 7:46 PM, Steven Boardman said:

    Hi @dwalby there is no timeframe on this i am afraid at the moment, as soon as there is we will post back here.

    Just looking at your example here, if a customer is raising a GDPR / Data Breach Incident, the customer of the request only has the ability to add comments to the Incident, upload attachments, or comment on other posts in the Incident timeline.  

    Where you are suggesting the 2/3 managers in the department must have access to view / update the data breach, could you elaborate on what that would mean in practical terms?

    I ask because with the story to allow connections some level of visibility of a request may not afford them the same level of capability as the customer of the request and certainly no more.  We have to be very careful with this story that we don't cross over the divide between a customer logging an issue, or raising a request for something, and someone working on the issue / fulfilling on the request - as this would in Hornbill terms need a Service Manager subscription.   

    This is why i am keen to understand the expectations of the division managers in this example?

    In the meantime a possible solution would be as follows:

    1. Capture the data breach information in progressive capture

    2. Inject this information into the summary / description or custom fields of the request

    3. Add the division managers as connections

    4. Automatically (or manually) email the division manager's an email template containing the information the need to view or comment on

    5. They can email back any questions / actions to the Incident which can be actioned by the support team who own the Incident 

    6. The automated emails to the connections can be built into the supporting business process at the required touch points, not forgetting you can now use custom questions on the Incident tasks, and the task outcomes to these questions can be injected into request custom fields and emailed to the request connections via email templates. 

    Thanks

    Steve

    Thanks @Steven Boardman 

    I'm actually already doing the solution you've suggested - good to know my thinking is the same!

    I'll try my best to describe the process so you can understand the requirements here...

    If a member of staff detects a data breach they must log it via a catalog item on the portal, this then gets automatically assigned to our Data Protection team (who have Service Manager licences) as an incident. The Data Protection team then manage the Data Breach through the BPM, completing tasks, etc.

    The division managers (Basic users) must review the data breach with the person responsible for causing the breach, updating it with any emerging information and relaying this to a governing body. In most cases the person logging the breach isn't the person who caused the breach, this is where the current restriction causes problems. If the division manager isn't a line-manager of the person logging the breach they are unable to view it in the portal.

    Hope this explains it?

     

     

    Can Connections View Requests?

    in Service Manager

    Posted

    @Steven Boardman sorry to chase on this, are there any timescales for this development?

    We now have a requirement to log GDPR/Data Breach incidents through Hornbill. When a staff member logs a Data Breach, 2-3 managers within the department must have the ability to view and update the Data Breach, regardless if they're the requester's line manager.

    Is there anyway to achieve this in the meantime?

    Monthly Measures Result discrepancies

    in Performance Analytics

    Posted

    @Victor - Sorry to revive this thread from the dead!

    I'm still having issues with the monthly figures for logged, resolved & open. I have to report them to our board every month, but they're querying why the numbers don't add up.

    The figures I'm expecting are:

    31st August Open (523) + September 1st to 30th Logged (1230) - September 1st to 30th Resolved (1199)
    = Open on 30th September (554)

    However, as below the Open count for September is showing 525

    image.png.72d7977b17e5eb17614bdada231762a1.png

    Do you have any suggestions on how I can identify what is causing this discrepancy? I'm assuming it may be something like cancelled, re-opened, or similar but I'm not sure how I can confirm this.

    Thanks in advance!

     

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

    in Service Manager

    Posted

    2 minutes ago, samwoo said:

    +1 for interacting with Assets via the BPM, particular for this sort of task. My work around was to use the API via PowerShell which reads through a CSV file for Asset Disposal. Not ideal but it works and better than going through 200 assets one-by-one.

    @samwoo Powershell sounds like a good interim approach, are you able to provide any info on how you achieved this?

    Analyst Performance Widgets

    in Service Manager

    Posted

    Hi all,

    NOTE: I posted this in Performance Analytics previously, but I'm not sure that's the right place?

    I'd like to create a widget which shows the number of requests open, logged (created by) and resolved per analyst in a bar graph, similar to the below. Is this possible? I've tried a Measure Group By with multiple series, but it doesn't seem to allow different group by filters to be applied, i.e. Created By for Logged requests & Owner name for Open requests. Any help appreciated :)

    image.thumb.png.f7725e2f935ef6ada895a5b7e190bbd0.png

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

    in Service Manager

    Posted

    Hi all,

    I'm looking to incorporate an Asset Disposal process into Hornbill BPM. My thoughts were to get an analyst to raise a Service Request, then link the assets requiring disposal to the Service Request so we have a record of what's been disposed of and when. Is it possible to automatically update the; State, Location, Disposal Reason, etc. as part of the BPM?

    Otherwise if we're disposing of a large number of assets in one go, it would take quite a while to manually update each assets fields. Unless there's another way?

    Thanks in advance

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