Change process broken after update?

[lee mcdermott]

Hi,

have there been any reports of other issues this week since the last update?

I noticed yesterday the assigning calls issue which we also experienced.

 

However I have just noticed today that our change process is broken and we are now unable to log a change?

 

For some reason the change can no longer pick up our services?

Nothing has been changed our side so can only assume something has happened due to an update?

 

could this be investigated please?

 

thanks

lee 

[MichelleReaney]

We are also having the same issues with our Problems service.  Both Problems and Known Errors are showing this.

They both use the default workflows BMP as there are no catalogue items defined.

Do you have any catalogue items defined in your change service? 

 

[samwoo]

1 hour ago, lee mcdermott said:

Hi,

have there been any reports of other issues this week since the last update?

I noticed yesterday the assigning calls issue which we also experienced.

 

However I have just noticed today that our change process is broken and we are now unable to log a change?

 

For some reason the change can no longer pick up our services?

Nothing has been changed our side so can only assume something has happened due to an update?

 

could this be investigated please?

 

thanks

lee 

Hi @lee mcdermott,

We had this issue yesterday - not being able to raise any Change Requests, then it dawned on me... there was a recent Service Manager update that fixed the following bug:

Turns out we have this setting Enabled, and what it's meant to do is prevent being able to log tickets against Services that has no Catalogs.  Well, as it turned out, our Change Process didn't have any catalogs, so to resolve this issue, I had to create one.

The error message displayed is misleading - the text should be changed based on whether or not the setting is enabled.

If the setting is disabled, then it should say what you see above
"If there are no services available to select, please continue and the request will be logged using the default process"

If the setting is enabled, then it should say something like (this is extremely basic)
"There are no Service Desk <request type> published Catalogs against this Service. Please contact your Systems Administrator if you think this is an issue."

To resolve it, simply create a Change Request Catalog.  We held all of our change processes under a single one, but this gives us the opportunity to create catalogs for Normal, Emergency and Info Only Changes as well in the future.
 

2 minutes ago, MichelleReaney said:

We are also having the same issues with our Problems service.  Both Problems and Known Errors are showing this.

They both use the default workflows BMP as there are no catalogue items defined.

Do you have any catalogue items defined in your change service? 

This would impact any Services with no Catalogs.

[Alberto M]

Thanks for this explanation, @samwoo.

As we have around 150 services and our change, problem and known error request types have no catalog items, we needed to turn this setting off.

It would be nice to have this setting separated for each request time.

 

[lee mcdermott]

thanks all for the info.

 

we dont have any catalog items defined for changes or problems either so explains why it has stopped working.

 

so to clarify is the resolution to create a catalog item or can this setting just be disabled?

 

and where about is this setting (whats it called)?

 

thanks

lee

[Alberto M]

@lee mcdermott

this is the setting

[lee mcdermott]

@Alberto M

 

yes with 150+ services that would be a massive amount of time and effort to setup a catalog item for each one just to get them working again.

[MichelleReaney]

Thanks everyone. We only had one service with no catalogue items, changed setting to disabled and now working as it was previously.

 

[MichelleReaney]

On 12/10/2021 at 11:34 AM, Alberto M said:

Thanks for this explanation, @samwoo.

As we have around 150 services and our change, problem and known error request types have no catalog items, we needed to turn this setting off.

It would be nice to have this setting separated for each request time.

 

 

On 12/10/2021 at 11:51 AM, lee mcdermott said:

@Alberto M

 

yes with 150+ services that would be a massive amount of time and effort to setup a catalog item for each one just to get them working again.

 

On 12/10/2021 at 11:44 AM, lee mcdermott said:

thanks all for the info.

 

we dont have any catalog items defined for changes or problems either so explains why it has stopped working.

 

so to clarify is the resolution to create a catalog item or can this setting just be disabled?

 

and where about is this setting (whats it called)?

 

thanks

lee

Hi Both, 

To make you aware we changed this setting to off as PM and KE had no catalogue items defined and this fixed it for these.

However we have now noticed that with this setting off if an agent is logging a ticket in the agent portal then they are not required to select a catalogue item anymore.  

It will let the agent continue with out selecting a catalogue item for that service and then errors at the end so they are unable to log a ticket.

Something to check