Michael Sharp Posted January 24, 2018 Share Posted January 24, 2018 Good afternoon, Is it possible to force a request category before a ticket is closed? There is a setting to force a closure category however I require the same functionality for a request category. Thanks, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 24, 2018 Share Posted January 24, 2018 Hi Michael, Thanks for your post. I'll look into our options for having a similar setting to enforce request category selection before resolution, similar to the closure category. There are some existing options that may help. Enforcing a category selection when a request is first raised or soon after when the request is being assessed, you can use the suspend feature in the BPM. In combination with this you can use the Action Lock to lock out the resolution until the category has been selected. The advantage of this is that you can create unique scenarios for different types of requests or requests belonging to different services. The problem with the setting similar to the closure category is that it is global and is applied to all requests. There is a video that describes the Lock Actions here Regards James Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 26, 2018 Author Share Posted January 26, 2018 On 1/24/2018 at 5:20 PM, James Ainsworth said: Hi Michael, Thanks for your post. I'll look into our options for having a similar setting to enforce request category selection before resolution, similar to the closure category. There are some existing options that may help. Enforcing a category selection when a request is first raised or soon after when the request is being assessed, you can use the suspend feature in the BPM. In combination with this you can use the Action Lock to lock out the resolution until the category has been selected. The advantage of this is that you can create unique scenarios for different types of requests or requests belonging to different services. The problem with the setting similar to the closure category is that it is global and is applied to all requests. There is a video that describes the Lock Actions here Regards James Hi @James Ainsworth I've now implemented this. Mike. 1 Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 26, 2018 Share Posted January 26, 2018 That's great news @Michael Sharp. Thanks for the update. Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 31, 2018 Author Share Posted January 31, 2018 On 1/26/2018 at 4:26 PM, James Ainsworth said: That's great news @Michael Sharp. Thanks for the update. Hi James, I've done this but it still allows our technicians to resolve/close the ticket without setting a category? Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 31, 2018 Share Posted January 31, 2018 Hi Mike, I will try to test this out to see if I can come up with a solution. There was a change also added which will provide a global setting for enforcing the closure category selection but this work is not currently scheduled. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 31, 2018 Author Share Posted January 31, 2018 5 minutes ago, James Ainsworth said: Hi Mike, I will try to test this out to see if I can come up with a solution. There was a change also added which will provide a global setting for enforcing the closure category selection but this work is not currently scheduled. Regards, James Hi James, I have the globally enforced closure category set which works great. Would just be handy to have the request category equivalent too! Cheers, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted January 31, 2018 Share Posted January 31, 2018 Is it possible that your technicians have too many rights? The locking of the action items can be overridden by a user with a role such as Incident Management Full Access. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted January 31, 2018 Author Share Posted January 31, 2018 9 minutes ago, James Ainsworth said: Is it possible that your technicians have too many rights? The locking of the action items can be overridden by a user with a role such as Incident Management Full Access. Regards, James Hi James, They are Incident Management Users however what I have also noticed, the ticket is resolved/closed with the closure category forced BUT the HUD stalls and catches up when the category is set afterwards. Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 11, 2018 Share Posted April 11, 2018 Hi @Michael Sharp I wanted to revisit this topic and see if you are still having staff able to resolve or close the requests without setting the Request Category? Let me know if this is still a concern for you and I will have a look again to see what options we can provide. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted April 13, 2018 Author Share Posted April 13, 2018 Hi James, Still an irritable issue for me. Would be great if this could be a feature added. Could I suggest in the first instance the category can be changed without going into the details pane like the closure category? Regards, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 17, 2018 Share Posted April 17, 2018 Hi Michael, We have considered adding it either to an existing Action or create a new Action on a request for this. However, just adding a setting for now will be a faster solution and we can look to have the category added to the Actions later on. I'll let you know as this progresses. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted April 17, 2018 Author Share Posted April 17, 2018 10 hours ago, James Ainsworth said: Hi Michael, We have considered adding it either to an existing Action or create a new Action on a request for this. However, just adding a setting for now will be a faster solution and we can look to have the category added to the Actions later on. I'll let you know as this progresses. Regards, James Thanks for this James - I think a better solution (albeit probably a time consuming one) would be to add a hyperlink (same function as resolution category) just under the catalog item? I've attached how I think this might look. Regards, Mike. Link to comment Share on other sites More sharing options...
James Ainsworth Posted April 17, 2018 Share Posted April 17, 2018 Hi Michael, Thanks for that. I'll keep that in mind. James Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 28, 2018 Author Share Posted June 28, 2018 On 4/17/2018 at 4:55 PM, James Ainsworth said: Hi Michael, Thanks for that. I'll keep that in mind. James Hi @James Ainsworth bumping this as requested - my idea above in the screenshot Thanks. Mike. Link to comment Share on other sites More sharing options...
Michael Sharp Posted July 11, 2018 Author Share Posted July 11, 2018 Bump Link to comment Share on other sites More sharing options...
James Ainsworth Posted June 25, 2020 Share Posted June 25, 2020 Hi Michael, On 4/13/2018 at 9:41 AM, Michael Sharp said: Could I suggest in the first instance the category can be changed without going into the details pane like the closure category? I just wanted to revisit this post. Some time ago we added a new Request Action for setting the Request Category. This works with the suspend nodes, action focus, and action locking. I just wanted to see if you had a chance to implement this and if it helps with your scenario? While there isn't a setting to force the request category, you can lock the resolution action and only have it unlocked after a suspend and wait for category forces the user to set the request category. Regards, James Link to comment Share on other sites More sharing options...
Michael Sharp Posted June 26, 2020 Author Share Posted June 26, 2020 21 hours ago, James Ainsworth said: Hi Michael, I just wanted to revisit this post. Some time ago we added a new Request Action for setting the Request Category. This works with the suspend nodes, action focus, and action locking. I just wanted to see if you had a chance to implement this and if it helps with your scenario? While there isn't a setting to force the request category, you can lock the resolution action and only have it unlocked after a suspend and wait for category forces the user to set the request category. Regards, James Hi @James Ainsworth I think this function was released shortly after my post/suggestion above and works really well for us actually. We do use the suspend/focus/action locking to good effect. Thanks for coming back to me though, much appreciated! Mike. 1 Link to comment Share on other sites More sharing options...
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