Service Manager Quarterly Update 2020 Q1/Q2

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:'''<span style="color:#003399;font-size:140%">You can now update the Request Customer via the Business Process Workflow</span>'''
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::: 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.
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:'''<span style="color:#003399;font-size:140%">Suspend wait for Workaround</span>'''
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:::For those people who are using or setting up Problem Management in Hornbill, this new Automated Task option can ensure that your Business Process is suspended until an Agent/Analyst has provided a Workaround. This will ensure that if required, a Workaround needs to be added before the Process will continue. To select this, in the Hornbill Automated Task, select:
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:::* '''Entity''' = Problems
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:::* '''Type''' = Suspend
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:::* '''Task''' = Wait for Workaround
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==Requests==
 
==Requests==

Revision as of 10:35, 30 June 2020

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


Contents


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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.


Suspend wait for Workaround
For those people who are using or setting up Problem Management in Hornbill, this new Automated Task option can ensure that your Business Process is suspended until an Agent/Analyst has provided a Workaround. This will ensure that if required, a Workaround needs to be added before the Process will continue. To select this, in the Hornbill Automated Task, select:
  • Entity = Problems
  • Type = Suspend
  • Task = Wait for Workaround


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



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