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Found 22 results

  1. Good afternoon, We were looking at the Change Calendar and were wondering how we can be reminded of any upcoming Changes. Initially I thought about using the API in PowerShell which would run daily in the morning to look at any changes in the next 24 hours, extract the email addresses of the Owner, all the Members and Connections, but there doesn't seem to be anything that can be used to get information from the Change Calendar. Then I thought about using the BPM, to say... send a reminder email to the Owner, Member and Connections of a Change Request 24 hours before the Change is due. But then I thought... how would that work for emergency Changes... So, I am really looking for anyone to provide any potential solutions / advice on what we could do to set this up, as automated as possible. Thanks, Samuel
  2. As confirmed under linked post below. the current API log request nodes only spawns a BPM if you specify the the serviceId and have a default BPM set at the service level. With the development of the service catalog and catalog items are now available on all current request types to allow use of different BPM workflows, can the API call logic be enhanced to apply the same capability that it offers for 'Service' level requests, so that the catalog specific BPM workflow is spawned when passing both the serviceId and catalogId as parameters. At the moment you have to undertake an additional request first of to obtain the current BPM name from the catalog before being able to call the Log api endpoint as you need to pass the BPM Name, which is not efficient. Similarly you would not want to hard code the BPM Name in your application. Cheers Martyn
  3. As it is now possible to make Change Requests view-able on the portals, which we have now done, we would also like the same Feedback options as available on Incidents and Service Requests to be available for Changes as well. Cheers Martyn
  4. Can we raise an enhancement for the Change Request > Update Request > Add to Change Calendar, to allow the insertion of a variable Date/Time field, as at the moment it can only be hard coded. We are capturing a proposed start and end time in a progressive capture and want to schedule the change request to the supplied period. I not sure how you would even use a the current node in the BPM with a hard coded date/time. Cheers Martyn
  5. Hi All, Hoping to post for some advice regarding service requests that are ultimately requests for change and advice on how to action/streamline these requests. According to ITIL, any such change, should be recorded as a CR, however, as we do a lot of in house development, we get a lot of change requests that come in via service requests. This causes my IT staff to pull their hair out because they are literally wasting time re-typing out change requests from a service request. Anyone have a better way? Or should we simply allow low risk/standard changes to be resolved via SR to lower the amount? IT would be Ideal if an SR could be converted to a CR as some ticketing systems allow. Thanks Adam
  6. Now that Change Requests can be assigned to a customer, can the feedback options also be enabled for this request type please. Cheers Martyn
  7. Hi all, I'm trying to dynamically kick off change requests using the Hornbill api and using the logChangeRequest method, but in order for it to be logged correctly and the BPM to kick in I also need to feed it the expected answers from a progressive capture form. I've tried answering the questions using their field id within the "questions" param, however no matter which way I try to format them I get a FlowCode exception. I'm making the call within a PoSh script and have successfully logged Service Requests/Incidents, just this is currently giving me grief! Example params: $xmlmcParams = " <summary>$summary</summary> <description>$description</description> <requestType>Change Request</requestType> <teamId>STB/IT_#####/IT_#####/</teamId> <status>status.new</status> <sourceType>API</sourceType> <questions> <Question_1>Standard</Question_1> <Question_2>Low</Question_2> <Question_3>Standard process</Question_3> <Question_4>Low</Question_4> <Question_5>Standard process</Question_5> <Question_6>Roll back</Question_6> <Question_7>n/a</Question_7> </questions> <changeType>Standard</changeType>" Exception: FlowCode Exception (com.hornbill.servicemanager/entities/ChangeRequests/fc_ops/logChangeRequest): Input parameter validation error: The simple type value contains unexpected child elements at location &apos;/methodCall/params/questions&apos; Do I also need to supply the questionFieldMap param for this to work? If anyone has a working example of making a call which contains answers which would normally be fed from a prog capture that would be b e a u tiful.
  8. The Phone action is missing from the 'Change Request' request type in Service Manager. This seems to have been missed when the changes where made to make this request type accessible/applicable to external customers. Cheers Martyn
  9. 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
  10. Hi, Is there a way of adding multiple items to the change schedule from one change/release request? For example, we may have three different outages across three days but all are in relation to one change notification. We therefore wouldn’t log three changes for this – we’d log one and have three entries on the change calendar. Thanks Lauren
  11. We are now looking to enable the visibility and raising of Change Requests via the Customer Portal. My query is for our existing historic change requests which where raised as changes on Services which where not configured with Catalog items under change type at the time. How will the visibility of these be determined, as the portal visibility is set at the catalog level and service level. There is no option to set visibility at the request type level. Though we can control this going forward, my concern is what happens to the existing ones. Cheers Martyn
  12. Hello All First time posting here so apologies in advanced for any errors. Were currently using a Draft Change Management flow, created by Hornbill themselves a few years back, weve set up the progressive capture and business process' correctly (we believe so). Raising a new Change call works fine but when the 'Approval Required task' is generated and the option 'Yes' is chosen it breaks and were presented with the attached error message. Something to note is that if 'No' is selected the process works 100% correctly all the way to finish (Change call being resolved/closed). Happy to supply further screenshots of our flows etc. Many thanks Jackson
  13. Hi, can anyone assist us with Change Management and the authorisation of the changes? There are a number of managers who we would like to approve a change before it can continue - In this case 3 managers should approve the change before it is ‘approved’, and so the 3 managers each have a weighting of 35%. Our problem then arises if one of these managers is off, we’d like for them to have a delegate who can sign for them. But if we then add the delegates in (with 35% weighting again), we are then left in a situation whereby 3 of the ‘delegates’ could sign off the change without a manager at all or more than one person from the same team An issue with that would be that all the 6 users in this case would be receiving change request emails, when actually 3 of the users only need to be aware if there respective manager is off. We've looked at possibly creating a change management group, but this would have the same issue I think? There doesn't seem to be an obvious way to choose who needs to sign off the change when logging the change request as there was in SupportWorks Another way to do it might be to have 4 managers each with a weighting of at least 30% and then their nominated deputies with a weighting of on 20% ish, where multiple managers are off we would need more people with the 20% weighting to approve it to get above the 100% Is it possible to have the groups listed in the authorisation section with percentages assigned to each group and then anyone in those groups could approve the change in a combination with people from the other groups? We might want to have different numbers of managers to approve a change depending on the type of change or the perceived risk of the change We don't want too many people getting emails about approval as they may get ignored but at the same time we want it to be flexible enough so that it still works when the main IT managers are off for whatever reason
  14. When we log a Change Request against an Contact (external customer) the customer information is not displayed in the request screen, only the name of the analyst who raised the request in the 'Raised by' section. We used Change Requests for our external customers to control changes to their systems we host for them, but it appears the 'Change Request' screen seems to have been formatted just for internal use or am I missing something? Cheers Martyn
  15. Hi all, When setting which service to use for app.email.routing.rules.default.service.IN would there be the possibility of allowing the selection of a catalog item rather than a service as this would allow much greater flexibility. Selection such as Service Name : Catalog Item name much in the same way as categories are drilled into. And in the email rules creation page allow the selection of a BPM to be used after the Operation selection. So if the operation selected is log/update service request allow the selection of a BPM to log the service request to. I know you have email functionality in the roadmap just wanted to throw some ideas in for changes we would like to see for us to be able to utilise emails better. Thanks
  16. Hi, Would it possible to have a control for radio buttons? So far we have only drop down list or checkbox list. It would be better when the available answers are only "Yes" or "No". Thanks, Lyonel
  17. Hi all, I am starting to look at the change requests as the request of our security and change guys and I have come unstuck at the first hurdle. I have set the procap and BPM in the settings app.itsm.progressiveCapture.newChange and app.requests.defaultBPMProcess.change and the service I have created also have the BPM set. However no matter what I do it will not use the correct procap form or use the correct BPM. I have all the rights to deal with the change requests but can't find where I am going wrong. The wiki is no help with this either. I am sure it is something simple I am (not) doing but cant for the life of me work it out. Any help? Thanks Dan
  18. Afternoon, We are having some issues with Change requests where users are completing the calls but not completing the Tasks that are still outstanding on change requests. Is there a way to stop the calls from being able to complete if the tasks are still outstanding in the activities tab? or if that's not a option, can someone tell me what the exact Role/function in the Admin Role that allows administrators to complete tasks assigned to other people? Many Thanks Hayley.
  19. 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.
  20. Note sure I am missing something or if it is not there, but there does not appear to be the option in the Progressive Capture process to capture and set the Change Request Schedule From and Until? Is there any plans to add this in as a standard form in the progressive capture? Cheers Martyn
  21. Similarly to the topic on setting the Human Task completion date/time with the Respond and Fix by Timers, it would be really useful for the Get Request Details node to return the Scheduled From and To date/time fields. This would allow the creation of an activity to be assigned to the owner for the agreed scheduled period, i.e. setting the start after to the From and the Due to the To date/time variable.This would mean the activity created then appears in the analyst Activities screen as well as Change Schedule. Cheers Martyn
  22. Can anyone please advise how I can set our change process to automatically add newly raised Change Requests directly to the Change calendar? I have tried a few ways, by adding this to this to the Progressive capture & Business process, but nothing I do has worked, until we manually add the request to the calendar. Tony
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