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Found 10 results

  1. We are just testing implementing a LogIncident and LogServiceRequest API calls. These are api calls are successful and the results returns the RequestId, summary and an empty warning array. We are including the ServiceId and CatalogId in the requests which is showing correctly when we view the request in the live user application. However a linked BPM process is not being spawned when to make these requests, even though the documentation states it will be when the providing the ServiceId. We have also tried the LogRequestBPM node afterwards but this returns the 'defaultProcessNotSet'
  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 addit
  3. https://wiki.hornbill.com/index.php?title=Service_Manager_Business_Process_Workflow#Request_Timers Hi, This forum was particularly helpful with another config change query I had, I was hoping to everyone's brains again? Request Timers; we've recently looked to apply this new enhancement via Application Settings, we have looked to pause the timer on resolve, restart the timer on re-open or end timer on close. We've however found that calls that have been resolved, though they appear as paused seem to also show as 'Timer ongoing' and don't seem to end on close. Our BPM's cond
  4. hello everyone, as the former administrator of our site has now left the company, it has been left to me to pick up the pieces with regards to Hornbill... therefore for my first post.... can anyone please point me in the right direction of some documentation outlining how I go about creating a new service within Service manager and updating the service categories to reflect this? I fear that we are going to need more services over time and therefore getting used to the way Hornbill works would be needed quite soon. thanks
  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
  6. Is there a way of getting rid of 'Not Answered' in a flow of questions once a job has been logged? We use a lot of override flags in our Pro Caps because of various questions we need depending on the topic of the call. At the moment, this looks incredibly messy and difficult for the analyst to scroll through looking for the info they require. This is something we are really keen to resolve because it will add a lot of time onto any support call just trying to find the information! As you can see, there are two questions at the bottom which definitely don't relate to cars :P!
  7. Hi, I have a question regarding a recent functionality in Service Manager: This is really cool! My question: does it only work with Incidents? Am I missing something? A setting somewhere maybe? If not, is there any particular reason why we cannot use it against Service Requests? It would be incredibly useful for us if we could... Thanks!
  8. Hi We often want to assign a mixed group of requests (i.e. Service Requests, Incidents and maybe other request types?) to a given member of our team, but the bulk action feature (cog icon at top of list) doesn't appear. It appears if you only select requests of one type, but vanishes if you choose a variety of request types. This is slows down assigning requests to our team. We also generally feel that the process of manually assigning a group of requests to an owner is rather too convoluted - too many clicks and not that intuitive. Bulk select is fine, but it would be great t
  9. Hi, We have two users who have close working relationships with our customer support team. We need to give them access to the CS Request list but must restrict their account so they don't get carried away and start commenting on requests etc. Basically they just need to be able to view the timeline of some requests that come in, in case they get called about any of them. is it possible to create a role that is READ ONLY, or something to that effect?
  10. Hello, During switch on I needed our 2nd and 3rd line support teams to only be able to view, update and resolve incidents and service requests, not raise them. our switch on specialist created a custom permission set and when tested this worked. When they clicked the arrow next to raise new there was no incident or service request any more. However, somehow they have returned. On investigation it looks like this is because "self service user" gives analysts the ability to raise new requests. If I remove this they cannot see incidents or service requests any more. i'd very much l
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