service domains and sevice manager data

[AndyGilly]

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

[AndyGilly]

Morning Hornbill Team,

any thoughts on this one?

thanks

Andy

[Deen]

@AndyGilly I've tagged this as an enhancement, as you say I cant see the Service Domain info in the main requests table as they seem to reside in h_sc_service_domains with no obvious link.

[AndyGilly]

thanks @Deen, would be great if you could let me know if it formally gets accepted and whether its a 90 day item etc, it would allow us to plan for the work we need to do behind the release

 

[AndyGilly]

Hi @Deen

are you able to confirm whether this a 90 day item or how this will be delivered???

thanks

Andy

[Deen]

@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.

[AndyGilly]

Hi @Deen

thanks for the update, can you please just keep me in the loop of this items progress?? Updating every measure and some widgets with that SQL join is a big task 

[Deen]

@AndyGilly No problem, for now though the join on Service ID is the only option I can see.  When there is progress on the enhancement i'll let you know.

[AndyGilly]

Morning @Deen

did this one get formally added??

thanks

Andy

[Deen]

@AndyGilly Internally I have seen some early work on this, but I could not say at this point when it may be released.  I'll post back here when I have a further update.

[AndyGilly]

Hi @Deen

can i have an update on this one please??

thanks

Andy

[Bob Dickinson]

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. 

 

 

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

 

[AndyGilly]

thanks @bob, that would work, we already have a node setting a couple of variables, we will add that in

[AndyGilly]

morning @Bob Dickinson

has the update that allows us to take this approach been released to customers? i cannot see the service domain in the list of variables on our instance currently

thanks

Andy

[Bob Dickinson]

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:

 

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!

[AndyGilly]

thanks @Bob Dickinson,  hadnt set the Get service details node up first, now that is in the BPM all is working well

[AndyGilly]

morning @Deen

could I please have an update on this item

many thanks

Andy

[Steve Peak]

Morning @Deen, is this likely to be implemented? I am having the same problem as a result of implementing services for other departments within our business other than IT. As such I need us to be able to report against each domain separately including dashboard graphs etc. The fact this still isn't possible seems like a glaring omission after this long?

Thanks.

Steve 

[Llyr]

Afternoon,

Im currently in the same situation here, we have set up our second domain and need to be able to split my reporting.

What is the latest with this work.

Diolch

Llyr

[Steve Peak]

Anyone??!

[Steve Giller]

The solution provided by @Bob Dickinson is still the advised method.

 

[Llyr]

Is there a time line when this will be rolled out to everyone?

[Steve Giller]

Anything on the active timeline can be viewed via Admin -> Hornbill Solution Centre -> Roadmap Library