hear me out Changing Prefixes to Requests

[Jeremy]

So with the ever increasing push to get Service Manager into every nook and cranny of our organisation  we have come up with a less than unique situation, we are currently working with our Health and Safety office to bring them on board but they do not have the same ITSM framework etc. Therefore we wondered if there was a way to change their prefixes of their requests maybe per service.... so that they can raise HS00658420 rather than SR or IN?

Going forward HR could then have HR000548545 and Marketing MKG00248887 for example. 

We would set the system to default to IN/SR/CH etc for IT related issues but per service it would be great if you could change this to something else.

Thoughts.....apart from the obvious shock!?

[James Ainsworth]

Hi Jeremy,

There are some options for changing how the request references are constructed.  There is information and a video here.  While the video is a bit dated, I think it gets the idea across.

The challenge here is that changing the reference format would affect all new reference numbers, and you may not be able to accommodate something just change for HR while at the same time maintain the current format for IT.  As it can insert session information into the request reference, you may be able to have the team name added to the reference.  Or it can pick values from a database field, so you could have a custom field that you update with HR, MK, or IT which then gets applied to the reference number.  

It would need some careful planning and consideration to get this working correctly for you, but there may be an option to do this.  

James

[Jeremy]

@James Ainsworth is this something that we could include at the beginning of a BPM for instance so every new BPM for that team can inject a 'new' reference number as the first step?

[Nikolaj]

Hello everyone,

I think this is a good point for when you would like to use Hornbill for an Enterprise Service Management System in your organisation. I whould also like that idea and the same for Assets. We need a way that you can complete separate this sections from the IT department in the future. Maybe link it to the domains.

Best regards

Nikolaj

[Jeremy]

On 4/23/2020 at 12:12 AM, James Ainsworth said:

It would need some careful planning and consideration to get this working correctly for you, but there may be an option to do this.  

@James Ainsworth is it possible to speak to someone about this, with the aim of trying to get something set up for us?

[Martyn Houghton]

This would be useful for us as well. The reference prefix could be set at the service level, with there being a default set when not explicitly defined.

Cheers

Martyn 

[Jeremy]

Would it be possible to set up a call with someone from Hornbill to work out how we can do this for our requirements?

[Jeremy]

Has there been any more thoughts about allowing changes to prefixes in Service Manager?

[HGrigsby]

+1 would find this handy too, we have been asked the same with other teams starting to use service manager

Helen