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Found 5 results

  1. Hi, Long shot: is it possible to have a couple of custom fields against catalogue items? And if so, would it possible to retrieve them via PCF / BPM? Having a couple of fields would really help me simplify our BPMs and reporting considerably. Thanks, Lyonel
  2. At the moment under a Catalog Item you have the Title and the Description, both of which are 'public' and displayed on the Service/Customer Portal. It would be useful to have a Notes field on the Catalog Items to contain internal notes/description which can be used by the Service Owner to record information, such as changes, catalog specific setup etc. Cheers Martyn
  3. The display/sort order of Catalog Items when displayed on both the Portal and within Services is not in alphabetical order. I suspect that it is sorted at the moment by the Icon value you choose for each catalog item rather than the title of the catalog item. Where you have a large number of catalog items this can make it very hard to navigate/locate the correct one. Can the sort order by set to alphabetical by the title or provide the controls to order them manually. Cheers Martyn
  4. Hi, I am in the process of implementing our service catalogue and setup my BPMs. However I am facing a massive of work and maintenance. Let me give you a bit of context: As of today we have: 114 services 461 catalogue items 20 teams We managed to rationalise our BPMs to only 8 Requirements: Any support team member must be able to see all the requests logged in the system (100% transparency) Auto assign request to a team based on catalogue item Setup: no services have a “Supporting team(s)” setup (see requirements above) Each service can be supported by multiple teams Each catalogue item is supported by a single team Problem: In the BPMs, it would require at least 20 “conditions” with very long list for each criteria (461 to be precise) Everytime a catalogue item is changed or added, all BPMs will need to be updated accordingly. Proposed solution (see attached document Hornbill - Default team assignment.pptx): Add a new field “Default assignment team” to the catalogue item This new field would be optional It would be populated by the list a teams (as declared under the Organisation) If "Supporting teams" are setup, available values would be restricted to the "Supporting teams" setup By default, the system would assign the request to that team (if value specified) BPM can still override the team assignment This would not impact the current functionality of the field "Supporting teams" Benefits: Straight forward assignment with no impact on securities or "support teams" Can accommodate special cases (by overriding in the BPM) Less maintenance of the BPMs (every time a new catalogue item is changed or created) Is this something possible to do? I am more than happy to discuss it in more details if necessary. Thanks for your consideration.
  5. I am attempting to branch in the progressive capture based on the service and catalog item selected earlier in the progressive capture process, but the service details node only exposes the service name and id to the custom expression and not the catalog item. I suspect this was not updated when the Service Catalog Items changes where made. Can I request that the Service Details node is updated to expose the catalog ID and catalog name as well. Cheers Martyn
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