Service Manager Quarterly Update 2020 Q1/Q2

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== Related Articles ==
 
== Related Articles ==
 +
:* [[Auto Tasks]]
 +
:* [[Custom Buttons]]
 +
:* [[Manage Assets]]
 
:* [[Progressive Capture Workflow]]
 
:* [[Progressive Capture Workflow]]
:* [[Service Portfolio]]
 
 
:* [[Service Manager Business Process Workflow]]
 
:* [[Service Manager Business Process Workflow]]
:* [[Request Sub-statuses]]
 
:* [[Service Manager Business Process Workflow]]
 
:* [[Request List Views]]
 
:* [[Routing Rule Templates]]
 
:* [[Assets]]
 
 
|}
 
|}
  
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== Business Process Workflow ==
 
== Business Process Workflow ==
 +
:'''<span style="color:#003399;font-size:120%">Auto Tasks can now be configured and associated to Custom Buttons</span>'''
 +
<br>
 +
:::{{#ev:youtube|878alZjEWLA|600|center}}
 +
::: One of the major features to be released this year, which has already added a new level of flexibility for many Hornbill subscribers is the introduction of Auto Tasks.
 +
 +
::: Auto tasks are a single or series of actions that can be invoked from a custom button from relevant entity views (currently within a Request view, within an Asset view and within a Document view). They are very similar to Business Processes in their configuration and which actions be automated. However they are instantaneous - that is, they can be called at any point (even as part of an existing Business Process) and are designed to '''execute, run and end'''. So there is no concept of Stages, Checkpoints, Human Tasks or Suspend Nodes - the Auto Tasks runs it's automation and completes immediately.
 +
 +
::: A great example of how this works (which is covered in far more detail in the video above), is the ability to configure a "Major Incident" button - to be used if an Incident priority has escalated. Before Auto Tasks were introduced, an Incident process may have been designed in a way that flagging a request as a Major Incident would have needed to have been done <ins>at a particular point in time</ins> - in order for any additional automation to take place. But with Auto Tasks, this could be pressed and invoked at ANY POINT in your Incident Lifecycle so a Process Designer doesn't have to worry about that restriction, or need to manually perform extra actions if the Incident was escalated later in its process. 
 +
 +
::: In our example, the auto task instantly completes the following actions:
 +
:::* Set the priority to Major
 +
:::* Reevaluate the SLA
 +
:::* Add a specific Service Desk Manager as a Member to the Incident
 +
:::* Add an IT Director as a Connection to the Incident
 +
:::* Send a post to a Workspace informing of the MI
 +
:::* Send an email to interested parties
 +
:::* Lock the priority so it cannot be changed
 +
 +
::: This is just one example - there are a huge number of use cases for Auto Tasks. If you come up with some interesting ideas on how you have configured them, please share with the community on our Community Forums - it would be great to hear how people utilise this and which additional automation people would like to see!
 +
 +
:::Auto Tasks are available for use right now and can be found as their own tile in the Admin Tool, under (currently) either Service Manager or Document Manager depending on which context you would like to use them. Useful links to Auto Tasks and Custom Buttons can be found at the top of this page.
 +
  
 
:'''<span style="color:#003399;font-size:120%">You can now update the Request Customer via the Business Process Workflow</span>'''
 
:'''<span style="color:#003399;font-size:120%">You can now update the Request Customer via the Business Process Workflow</span>'''
 
<br>
 
<br>
 
:::[[File:2020Change Customer.jpg|950px|]]
 
:::[[File:2020Change Customer.jpg|950px|]]
 +
 
::: This was another very frequent request on the forums, which has now been introduced a fantastic new feature that will allow subscribers to build some really smart operations into their workflow.
 
::: This was another very frequent request on the forums, which has now been introduced a fantastic new feature that will allow subscribers to build some really smart operations into their workflow.
  
Line 70: Line 90:
  
 
::: To set this up, create an '''Automated Task''' node in the Business Process Designer and select - '''Requests --> Update Request --> Customer'''. From here, there are various options to either set a Co-Worker or Contact, and to either set a specific named person every time, or dynamically change this based on a variable that's been provided.
 
::: To set this up, create an '''Automated Task''' node in the Business Process Designer and select - '''Requests --> Update Request --> Customer'''. From here, there are various options to either set a Co-Worker or Contact, and to either set a specific named person every time, or dynamically change this based on a variable that's been provided.
 
 
:'''<span style="color:#003399;font-size:120%">New data provider called 'Search All Users (Include user Id in display)' available in Progressive Capture</span>'''
 
<br>
 
:::[[File:2020UserIDs.jpg|950px|]]
 
::: Hornbill has previously offered a smart feature where you can have display configure any dropdown list in Progressive Capture to dynamically be populated with all currently active users in your system. This has a multitude of purposes when combined with Progressive Capture to perform various automation.
 
 
:::One of the potential issues that has been noticed is if two people have the same name(handle) in Hornbill, it can be difficult to tell which is the correct one to select. To alienate that issue, a new option has been introduced called "Search All Users (Include user Id in display)".
 
 
:::This simply includes the unique '''User ID''' of every user next to their name, which can aid in ensuring the right person has been selected. To configure this, simply select this option in your Progressive Capture custom form (Open a Question in a Custom Form --> Dynamic Dropdown Select Box --> Data Query)
 
 
<br>
 
  
 
==Requests==
 
==Requests==

Revision as of 09:40, 30 June 2020

Home > What's New > Service Manager Quarterly Update 2020 Q1/Q2


Contents


Related Articles

Introduction

We have started the first half of 2020 with several exciting new features and functionality across various aspects of Service Manager. This summary introduces a number of the key ones and a short description of where you can go to configure them.


Progressive Capture Workflow

Multiple 'Add Attachments' forms can now be used in a Progressive Capture


2020Multi Attachments.jpg
There are many scenarios where there may be a requirement to add multiple, specific attachments when raising a request. Whether this is a Change Request which requires both a formal Implementation and Test plan, or a New Starter request where several forms and confirmations need to be added, it's something the Hornbill Community have been feeding back more and more.
Previously, to achieve this, end users have one attachment form where they would be expected to attach ALL documentation they have at that point in time.
With this new feature, the Progressive Capture can be completed to include several "Add Attachment" forms - and used together with the prompt text options during the configuration, it can be set up to clearly guide the user on what needs to be provided and when.
This is available to configure today.
NOTE – Please be aware, that whilst the first add attachment form can be optional, any subsequent forms in the rest of the capture are required to be set as mandatory.


New data provider called 'Search All Users (Include user Id in display)' available in Progressive Capture


2020UserIDs.jpg
Hornbill has previously offered a smart feature where you can have display configure any dropdown list in Progressive Capture to dynamically be populated with all currently active users in your system. This has a multitude of purposes when combined with Progressive Capture to perform various automation.
One of the potential issues that has been noticed is if two people have the same name(handle) in Hornbill, it can be difficult to tell which is the correct one to select. To alienate that issue, a new option has been introduced called "Search All Users (Include user Id in display)".
This simply includes the unique User ID of every user next to their name, which can aid in ensuring the right person has been selected. To configure this, simply select this option in your Progressive Capture custom form (Open a Question in a Custom Form --> Dynamic Dropdown Select Box --> Data Query)


Business Process Workflow

Auto Tasks can now be configured and associated to Custom Buttons


One of the major features to be released this year, which has already added a new level of flexibility for many Hornbill subscribers is the introduction of Auto Tasks.
Auto tasks are a single or series of actions that can be invoked from a custom button from relevant entity views (currently within a Request view, within an Asset view and within a Document view). They are very similar to Business Processes in their configuration and which actions be automated. However they are instantaneous - that is, they can be called at any point (even as part of an existing Business Process) and are designed to execute, run and end. So there is no concept of Stages, Checkpoints, Human Tasks or Suspend Nodes - the Auto Tasks runs it's automation and completes immediately.
A great example of how this works (which is covered in far more detail in the video above), is the ability to configure a "Major Incident" button - to be used if an Incident priority has escalated. Before Auto Tasks were introduced, an Incident process may have been designed in a way that flagging a request as a Major Incident would have needed to have been done at a particular point in time - in order for any additional automation to take place. But with Auto Tasks, this could be pressed and invoked at ANY POINT in your Incident Lifecycle so a Process Designer doesn't have to worry about that restriction, or need to manually perform extra actions if the Incident was escalated later in its process.
In our example, the auto task instantly completes the following actions:
  • Set the priority to Major
  • Reevaluate the SLA
  • Add a specific Service Desk Manager as a Member to the Incident
  • Add an IT Director as a Connection to the Incident
  • Send a post to a Workspace informing of the MI
  • Send an email to interested parties
  • Lock the priority so it cannot be changed
This is just one example - there are a huge number of use cases for Auto Tasks. If you come up with some interesting ideas on how you have configured them, please share with the community on our Community Forums - it would be great to hear how people utilise this and which additional automation people would like to see!
Auto Tasks are available for use right now and can be found as their own tile in the Admin Tool, under (currently) either Service Manager or Document Manager depending on which context you would like to use them. Useful links to Auto Tasks and Custom Buttons can be found at the top of this page.


You can now update the Request Customer via the Business Process Workflow


2020Change Customer.jpg
This was another very frequent request on the forums, which has now been introduced a fantastic new feature that will allow subscribers to build some really smart operations into their workflow.
Prior to this, the Request Customer could be set during the Progressive Capture, and then manually by an Analyst/Agent after a request has been logged. The new Automated Task option allows for the Business Process to take any User ID that has been passed to it, and automate the change of the customer at a particular stage of the process
For example, if an end-user was logging a request on behalf of another member of staff, the Progressive Capture may have been configured to provide the option to select WHO this request was being logged for from a dropdown list of Co-Workers. Then, on submission of the request, the Business Process can now be configured to automatically change the customer to the person who has was selected from this list, ensuring that they are the primary customer from that point forwards (perhaps even adding the original requestor as a connection too if desired).
To set this up, create an Automated Task node in the Business Process Designer and select - Requests --> Update Request --> Customer. From here, there are various options to either set a Co-Worker or Contact, and to either set a specific named person every time, or dynamically change this based on a variable that's been provided.

Requests

The Logging Category now has its own action tab on requests (CH00141466)


A very common request during Hornbill Implementation and on the forums was that setting the logging category was too hidden away and hard to find. This could result in analysts not knowing what to do next with a request if it was awaiting a category to progress in its process. With this new feature (that has been applied automatically), the logging category has its own action tab – so if you have suspended the process to await the category to be set, it’s clear and obvious that this should be the next action as the focus will be on this tab at that point. Also, this means fewer clicks and more efficient user experience.
Along with these benefits, there are a couple of other related features:
  • Once a category has been selected, it will now also appear on the right-hand side of the screen, in the Grey “Information” box
  • If you have added a profile description whilst configuring your Request Profiles, this will also appear on selection. This can provide some assistance to the analyst who is making the selection



Portals

New Search Bar added to the “My Services” portal


26 Q4Update2019.png
For those of you who are using the “My Services” portal (Home > My Services menu ) for your internal support, we have added a brand new Search Bar to make it even easier for you end users to quickly get to the area they need to whilst navigating. This is designed to be the first thing your end-users see and has been designed based on your user feedback. If you would like to enable it, there is a Service Manager setting to toggle on guest.servicemanager.portal.myservices.displaySearchBar.
If needed, you can also adjust 'Home Page Image Height' and 'Home Page Image Placement' customisations (in Admin tool > System > Manage Portals > Customise Service Portal) accordingly, to correct the position of the Search bar.



Request List

“Authorisation” and “First Time Fix” options now available for use in Request List Views (CH00154482)


27 Q4Update2019.jpg
Now you will find a couple of new additions to the list of criteria that can be used. Use the “Authorisations” option to quickly filter request based on whether they have been Authorised or Rejected. And “First Time Fix” to show or hide requests that have been marked as First Time Fixes or not. Please keep in mind that for these options to work, these flags need to be set accordingly as part of your Business Process(es) for them to be marked on the requests.


Service Desk Admins can now manage Shared Views (CH00154482)


There may be occasions when a user is no longer using Hornbill and they have left behind Views which were shared with other users. A Hornbill User that has the Role Service Desk Admin will have an option from the Views menu, under Shared Views titled Manage from where they can manage all shared Views. These actions include:
  • Change Owner (to select a new owner of the shared view)
  • Make Me Owner (to select the person who is making this change as the new owner of the shared view)
  • Delete (to remove the shared view permanently)


Change the style of “On Hold” requests in the Request List (CH00157323)


By default, if a request is in a status of “On Hold”, the request list will show this visually by slightly fading the text and a row colour (Opaque). If this isn’t to your liking, we have now introduced the ability to display your On Hold display from one of the following formats:
  • Bold
  • Italics
  • Opaque
  • None
To make this change, simply head to the Service Manager Application settings in the admin tool, and search for the following setting: webapp.view.ITSM.serviceDesk.requests.list.onHoldFontStyle. You will get the choice of the above 3 options. Please keep in mind that this is a global setting so this will change for ALL Service Manager users.


Email

Attachments now added to Requests from emails logged/updated via Routing Rules (CH00140962)


Q4Update30.png
Here is another very common feature request from the Hornbill Community Forums, that is now available for configuration! If you have any automated Email Routing Rules set up, for example to Log New Requests from an incoming email, OR to automatically update an existing - you now have the option to choose whether any attachments from the email should also be added to the request. They will be added directly to the "Attachments" section, and the originating entry on the timeline will still retain the Paperclip icon to indicate which Email contained the attachments.
There are two ways to configure this:
For Auto Logged Tickets
  • Open your Routing Rule Template (Admin tool > Applications > Service Manager > Email > Routing Rule Templates > Open the template). At the bottom is a new toggle called "Add Attachments". Simply toggle this to "On" and the next request that has been raised from an incoming email will have had its attachments added


For Auto Updated Tickets (e.g. typically for an incoming email that contains a valid Hornbill call reference in the subject line
  • As these do not use a template, there are a couple of Application System Settings to configure (Admin tool > Applications > Service Manager > Application Settings)
    • For Incident Updates turn on: app.email.routing.rules.update.addAttachments.IN
    • For Service Request Updates turn on: app.email.routing.rules.update.addAttachments.SR



Assets

Visibility of Assets now available of Users Profile (CH00152000)


30 Q4Update2019.png
As an analyst, it can be very useful to quickly see which assets are being used by which user – especially if someone has logged an issue regarding a particular asset/piece of hardware and you are unsure of which one they are currently using. We have added a new feature to provide this information very quickly and easily, by displaying all assets that are associated with a user on their profile. If you have added assets to your system and populated the “Owned By” or “Used By” attributes of an asset with a specific user, this will create the relationship to display within this section. Simply click on the Users name from the Request List (for example), and click the “Service Manager” tab. Here you will see a new tab called “<name of user>s Assets”.
Not only will you have visibility but you can also filter by Owned By, Used By, or All. You can also add and remove columns to the few to display additional asset attributes. And you can even click the “Download” button to download a CSV file containing the data displayed. If you require any further information about the asset, simply click the Assets name to take you through the detailed view in the Asset Management module.


Additional Asset Management attributes added (CH00157645)


Over the past quarter, we have had several requests on the Forums for new attributes to be added to a number of Assets classes. We have added a 30+ brand new attributes across the asset classes, and they are all available for use immediately. Simply click on Manage Asset Types in the user app, locate the new attribute under the class and enable its visibility by checking the box next to its name. More information on Assets can be found on the Assets page.


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