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Found 12 results

  1. The Customer Portal at the moment appears to group the catalog display order by Request Type and then the order of the catalog items as per the Request Type. At the moment it appears to sort the Request Types alphabetically. We are in the process of enabling the display of change requests on the portal, so we are seeing all the change request catalog items appear first and then the incident ones. Could there be a setting added to allow us to configure the order of request types as they as displayed on the portal? In our case we would want to show them in the order Incident, Service and Change, but having a user configurable setting would allow people to set there own preference on their instance. Cheers Martyn
  2. At the moment it is not possible to implement different problem management, known error and release progressive captures on your instance as you are limited to a PCF specified in the settings, rather than being able to set this at a 'Service' level as these three request types have not have the catalog level items implemented in them. This makes it restrictive where we have multiple service desk implemented within the same instance, as well as not allowing for testing/development of new PCF in these area's without affecting the current live one. Cheers Martyn
  3. At the moment you can create catalog items for Incidents and Service Requests, which allow you to specify different Progressive Capture and Workflow processes for them, but at this time you are not able to do this for Change Requests. We have a number of different Change Request processes which would ideally need to use different progressive capture, but at this time you can only specify a default change request progressive capture for the whole system, not at a service level. Are there any plans to add calalog items for Change Requests or add the ability to change the default progressive capture at a service level? Cheers Martyn
  4. Can the Requests - Log Request node be extended to include the options to copy over the following additional characteristics Connections Attachments Service Level Catalog Cheers Martyn
  5. Hi all, I have been messing about with reports for our change process and have noticed the numbers didn't add up. Upon further investigation I have 5 changes which have been logged by 2 seperate users that have no catalog attached to them. I have asked them and they have been logged in the following ways: Select 'Raise New' Select dropdown next to 'Raise New' Select 'Create linked Request' from within another request Other than they have all been logged by only two users I can't work out what makes them different and why they have no catalog attached. They have been logged between 09/11/2017 and 03/01/2018, 4 of the 5 have no customer etc. They all use the correct BPM it just seems to be catalog is the only thing missing. Any ideas? Thanks Dan
  6. Hi all, We are having an issue with analysts in various teams raising tickets using the service and not drilling down to a catalog item. If we select Raise New>Incident and then select a service which has no incidents attached it will raise a ticket using the top level BPM. However it will not attach a PC as no PCs are set and we then get an incident ticket for what should be a service request with just a Summary and Description. I know this has been brought up before (by myself and others) but cannot find the outcome. If we select just Raise New this isn't a problem as all services and catalog items are shown at once. Telling analysts to not to just select the service or only use the Raise New button isn't working and as we add more and more teams and thereby more and more analysts the issue is becoming worse. Any help would be appreciated Thanks Dan
  7. Afternoon all, Quick question if we have decided to chop and change our catalog items around (E.g. one Service is going to make all catalog items redundant and just use 1 catalog and a simple list) If I remove the old Catalog items will this break something in the background of the old calls logged against them? I can see a option to retire the items is this the way to go? As it will leave a lot of retired items. OR can I just remove them? Hayley.
  8. Hi all, I am going through the switch on process at the moment and I have a question that I'd like to put to the forum. Does anyone think it would be worthwhile to be able to set categories on catalog items? We could potentially have hundreds of services in our implementation as we will be using it in other areas of the business, not just IT. It was clear there would be too many just by setting up one area's services. So, talking to our switch on specialist, he suggested grouping services together as one service and have catalog items for each 'Service'. For example, instead of having ITIL style services, we'd just have a service called IT Support and under that catalog items for email faults, software requests and so on. This works well, except that you don't seem able to assign specific categories to different catalog items. For the time being, I have got around this by setting the category in the business process for specific catalog items I want to categorise, but that will get messy pretty quickly! Just looking to see if others would be interested in this. Or indeed, suggestions from your experience of similar situations? Chris
  9. Afternoon, One of our Mangers has requested a report for a specific catalog item that calls are logged under. This is what he has requested: SO… I need a Hornbill report For the MS SQL Server Support Team. - For the Service "Database Support" then the catalog item "Database Migration" Please Include Raised On, Date Closed, Reference, Owner, Customer, Request Category & Closure Category, Summary, Description Text, … Ordered by Reference category and then Raised on I am struggling to get this report to pick up the catalog item, is there a obvious way to do this that I'm just overlooking? Many thanks Hayley.
  10. Afternoon all, Just a quick one I wanted to create a measure or widget that reports the top 3 catalog items logged against for service requests and for incidents. I cannot seam to figure out how to get this to report? Any ideas, Many Thanks
  11. Hello, A feature that I thought of whilst working with Nadeem that would certainly help to narrow down the Service / Catalog that the user requires would be to have the ability to add tags to Services / Catalogs. Some users may refer to something differently to others and tags would be a good way to reflect this as they would type it in the search box on the Self Service Portal and would be able to find the Service / Catalog they require to log a call. Samuel
  12. At the moment you can include Service ID/Name in the email templates but you are not able to include the Catalog ID/Name. Can this be added to the email templates available fields? Cheers Martyn
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