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service domains and sevice manager data


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Morning

we are considering a use case for a second IT domain to capture and enable processes for operational maintenance requests that are not customer facing SLA driven activities.

If we were to implement the domain I would need to be able to report separately the requests types across the 2 domains.

At this time I cannot see that the service domain is added to the service manager request table for each ticket. Would this be possible to make future reporting easy??

any help would be appreciated.

similar would also be a consideration for the implementation of any of the system domains

thanks

Andy

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@AndyGilly this hasn't been formally accepted yet but I have asked if it can be.  If you need this quickly the best route might be to look into crafting a report and using table joins to link the domain data to the requests.

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  • 1 month later...

Hi @AndyGilly

Although not specifically what you have requested, with the Service Manager update that will be applied to all customer instances tonight you can achieve this with a small update at the start of your Business Processes:

You firstly would add a "Get Request Information Node" - and ensure to select the Task "Service Details". From tomorrow, one of the attributes that this will return is the Domain associated with the service. 

Then you would follow it with an "Update Custom Field" node, where you would pick a Custom Field and inject the domain name. 

 

image.png

 

This way, you would have the Domain stored against the h_itsm_requests table for every ticket that is logged from that point forwards. 
It's not as ideal as having this occur by default in it's own dedicated column - but this is a simple way to achieve the same result for easier reporting today, without needing to wait for the change to be approved and implemented. 

Kind Regards

Bob

 

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Morning @AndyGilly

Yes this has been released and I can see it's been applied to your instance. 

The output you are looking for is called Service Domain - if you open the Get Request Information --> Service Details  node, you should see it in the output list:

image.png

 

Kind Regards

Bob

 

***EDIT - Sorry I noticed I named it "Domain Name" in my mock up screenshot above....this is probably what caused the confusion, my apologies!

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