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Found 20 results

  1. 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
  2. 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
  3. Now that Change Requests can be assigned to a customer, can the feedback options also be enabled for this request type please. Cheers Martyn
  4. 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! Exampl
  5. 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
  6. 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 progre
  7. 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
  8. 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
  9. 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
  10. 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).
  11. 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
  12. 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
  13. 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 e
  14. 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
  15. 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 simpl
  16. 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.
  17. 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 se
  18. 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
  19. 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
  20. 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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