Смартсорсинг.ру

Сообщество руководителей ИТ-компаний, ИТ-подразделений и сервисных центров

Статьи в блогах Вопросы и ответы Темы в лентах ITSM 365 Пользователи Компании Лента заказов Курс по ITSM

Service Manager workflow - Suspend task on status change?

For the Suspend auto task, I can see there is one for "Wait for Request Resolution" so we can get the BPM to do something if the request is resolved at a specific point. Could I do something similar with a request being closed?

For example I'd like to, if a request is closed after being resolved (either by the customer or an analyst), it will send a closure e-mail. If it is re-opened, turn on the resolution timer again and wait for it to be resolved. I've attached a draft diagram of what I'd like it to do.

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/8367-service-manager-workflow-suspend-task-on-status-change/
-Banking System Video...

Читать ответы

is there anyway for a call to re-open automatically if more information is added to it?

Hi guys - currently in our process, once an analyst resolves a call, it will sit on the system as resolved with an auto-closure task assigned to it, that closes the task after 3 days if its hasn't been closed manually. we do not manually close calls so it gives te user chance to re-open the call if its not resolved.

 

we also have a system in place, whereby email updates are automatically added to a call, so long as they contain the call reference number in the subject.

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/8936-is-there-anyway-for-a-call-to-re-open-automatically-if-more-information-is-added-to-it/
-Sustainable...

Читать ответы

Remove "edit" button from human tasks?

right... it should (again, important word here is should :)) apply to any task regardless of how it was created. A user might have the "createTask" right and with this is able to create tasks but if it does not have "updateTask" right he will not be able to update it even if he created it... from what I noticed during my test. Have try and let me know if this is not the case for you.

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/9129-remove-edit-button-from-human-tasks/
- animated Industrial Valve Video Examples

 

Читать ответы

Setting Service?

I'm not sure if it's something I'm doing wrong but it looks very much as though the service is an essential field. If I don't include it in the progressive capture then I get some unexpected results. The HUD isn't displayed and it would appear that the BPW stops as well. 

Now, for certain types of Incident we want to set the service and not allow the logger the option to override the assigned service. I can't find anything in automated tasks, am I looking in the wrong place?

Your help is much appreciated.

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/9529-setting-service/
- Animated Teaser Video Examples


 

...

Читать ответы

Trigger webhook in BPM?

We are looking for a way to integrate our (JSON enabled) work slip application within our workflow. Is it possible to have the BPM either trigger a preconfigured Webhook or have it create the relevant API call on the fly? There is a JIRA integration node within the BPM, but nothing more generic for us to use as far as I know.

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/9636-trigger-webhook-in-bpm/
- 3D Digital Imaging Video Examples

 

Читать ответы

Opening up BPM to inbound e-mail routing rules?

At the moment the inbound routing rules allow us to perform one action and then move the email on success or failure. I'd like to eventually do different things to an incident in tandem with that, such as amending request status or external ref etc.

Is this functionality on the horizon?

 

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-https://forums.hornbill.com/topic/8246-opening-up-bpm-to-inbound-e-mail-routing-rules/
-Ewaste Management Video Examples

 

Читать ответы

Best way to handle 50 different decisions?

I'm working on my outage process and I need to set up a decision for each of 50 different fire stations. Every station has to be tested and if the condition is true it creates a connection for the station. If no match it simply bypasses and goes onto the next station. What I've found is that you can't have two inputs into a decision node so I've created a dummy task as a workaround. Is this best way to do it? If so,  is there a truly dummy task?

 

Alternatively I could set up a series of parallel processes with perhaps 5 decisions in each. It certainly seems a more elegant solution but is it a better solution?

Please Help.
Thanks !

I didn't find the right solution from the internet.
References:
-...

Читать ответы

Why do you pay for PLC programming software?

I agree completely, but I have no choice.

My company would never use PLCs, but for marketing reasons we have to. I find it particularly gauling that A-B charges so much for its software.

Consider a company using all Modicon PLCs. A-B comes in and says "our PLCs are better!" The idea of switching hardware is appealing and the company wants to do it and has the money for it. But they can't! Because they can't afford the software cost in addition to the hardward costs. If A-B gave them the software when they bought A-B PLCs, the company has an incentive to switch to A-B. Instead, A-B creates a DISINCENTIVE to move to their hardware

 

Please Help.
Thanks !

I didn't find the right solution from the internet.
...

Читать ответы

What is Automation process?

IT process automation (ITPA), also known as run book automation (RBA), is the ability to orchestrate and integrate tools, people and processes through workflow. Benefits of ITPA include: reduced human errors, faster response to mission-critical system problems and more efficient allocation of resources.

Thank You!!!

For More You Can Check: Business consulting platform Video

Читать ответы

Serving the Russian market

The Russian gas transportation system is one of the best-developed in the world. It considerably outperforms conventional gas transportation systems elsewhere both in terms of gas streams and power supply capacity. The system comprises more than 160,000 kilometers of mainstream pipelines and lead-away pipes, 625 line compressor stations with the total capacity of 44,000 megawatts, six complexes for gas and gas-condensate refining and 25 underground storage facilities. Top-quality gas transportation requires world class-equipment. To meet the needs of the Russian gas transport market, Siemens has established a Joint Venture in Perm for pipeline compressor manufacturing and packaging.?

 

I didn't find the right solution from...

Читать ответы