HPE Software Products: Service Anywhere: Q&A
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Licenses and RequestsOpen in a New Window

We successfully implemented a use case provided by HPE to implement licence utilisation counts when the User List is updated to add/remove users.

 

We have set up a licence (Word 2013) under an Licence Asset Model of "Word"

 

We tried to create a Service Request task plan which looks at the licence count and if there are not sufficient available, it sends it down a decision tree to procure one.

 

The workflow only looks at the Parent “Word” asset model, which has no volumes associated so it always go down the procure leg.

 

When we define the offering, we are only able to add the parent “Word” asset model as a default value; and not the child licence. – Is there anything we can do to add the licence (Word 2013) so that it is available under “RationalizedAsssetModel” or “Related Asset", or add another field on the request record/form for Licenses

I don't  seem to be able to add a field OOTB that looks at available licences, so would need to create one. What would be the best type of field to have?

Based on the existing “RationalizedAsssetModel”  field, I would have thought I could have added an entity link field on the request record, but there seems to be a system limitation on this type, so I would be limited to choosing a Group or Person.

 

Linking a Service Request to the Related Records tab on a DeviceOpen in a New Window

I would have expected that when a Request is raised for a Device; and a reservation has been closed; and the user list for a device is updated; that when looking at the CI, the Related Records section would show the Service Request, so that we had a full audit trail

 

The Fulfilled by Device field on the Request shows the device

I understand that if I was to add the device manually as a "Involved Device" on the request, then the link on the Related records on the device would be automatically added, but that the "Involved by" link should only be theoretically used for Incidents/Problems/Changes.

 

I am not sure if this is a defect, or an enhancement request– In my eyes, it is a defect as the automated linking process seems to work well OOTB on every other process, so I would have expected that this works the same for Request without the need for additional configuration/business rules.

 

 So it seems I may need to add an automated task on a fulfilment plan  on a case by case basis.to create this link. I therefore attempted to use

 

Create relationship of type Device affected by request between ${entity.Id} and ${entity.RequestFulfilledByDevice.Id}

 

But this task did not seem to close; nor make updates to the Device record.

 

Does anybody have any ideas on what syntax I should use, or an overall business rule i should use on the Request record.

 

List Sync by position valueOpen in a New Window

Hi,
I need to sync 2 different lists, both with 20 elements, but with different values (name of variables) inside.
I want that the sync key will be the position.
For example:
If I select the first value in list A,
the system will select the first value in list B.
If I select the second value in the list A,
the system will select the second value in the list B.
Exist one command to use in the rule for read the position of one value in the list?

 

Best Regards

Vincenzo

 

User Option Field in Multiple offerings, if present, is Mandatory before closing a ticketOpen in a New Window

Is there a best practice or easier way to make a User Option Field (in 50+ Offerings), if present, is Mandatory before Closure?

These Offerings all have different Service Definitions, and there are no commonly available fields to filter the subset of Offerings.

I want to avoid writing something along the lines of:   In Fulfill After Change :

If {

current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Accept' || current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Review'  || current_update.PhaseId.OldValue == 'Fulfill' && current_update.PhaseId.NewValue == 'Close'

 &&

(entity.RequestsOffering.DisplayLabel == 'X' || entity.RequestsOffering.DisplayLabel == 'X1' ||  entity.RequestsOffering.DisplayLabel == 'X2' || entity.RequestsOffering.DisplayLabel == 'X3' ||  ...

|| entity.RequestsOffering.DisplayLabel == 'X50' ) && entity.UserOptions.FIELDNAME_c == null}

THEN 

Define entity.UserOptions.FIELDNAME_c as Mandatory

 

 

 

Is there a way to hide the attachment section for a certain module?Open in a New Window

I wanting to know if there is a way to hide the attachment section for Requests?  I see that you can add a business rule to hide the attachment field, but the system just seems to ignore that rule and the attachment section is visible when a request ticket is displayed.

 

How toquery a specific field in a rule without using it's reference numberOpen in a New Window

Hello,

Hopefully this is a really simple query as I'm new to business rules. I'm trying to write a rule which defines a field as mandatory if the ServiceDeskGroup field is set to a specific Group. Although I can get the rule to work if I use the Group's reference number, when I try to use the Group name in single quotes the rule no longer works. I've tried using the Group name (exactly as shown in the Name field) , the Group name (without spaces) and the UPN, but none have been successful. Should I be entering the Group name in a different format? The Group name includes a '-'.

I'd much prefer to use the Group name as the reference number for the Group is not the same in Dev and Prod, therefore I'd be testing with one value, then making a change to give live with an untested value.

Cheers,

Shelley

 

Automatically Setting the Owner of the CI for the RequestedFor person on a Service RequestOpen in a New Window

At the moment, the process sets the Reservation and standard OOTB business rules update the Device User List to add the RequestedFor person, but does not set the Owner

As far as I can see you can not add "User List" to a column view that can be easily viewed in a list, or exportable to CSV/XLS

Also, when we import CIs into the database, we would need to use the owner field as per an ImportFormat xls provided by HPE.

So in order to try and do this manually, I tried to set an automated task before the request is fulfilled to update the owner, but not successfully

On related records of type Devicewith IDs ${entity.DeviceAffectedByRequest}, set OwnedByPerson: ${entity.RequestedForPerson.Id}

 I’m probably just putting the wrong attributes in?

Or Is it this associated with the Subscription where the Reservation and closure updates the "Fulfilled by" fields

I want to try and get away from updating business rules on records - I'm happy just to do this at a task level.

 

Add Chosen Asset Model into the text of a TaskOpen in a New Window

Hello

Within a Service Request (based on fullfilment plan on demo) uses the chosen asset model to see if it has any in stock available, and if it doesn't it goes down a route to procure

I'd like to update associated request task to include the asset model in the title and/or description , so that the task recipient doesn't need to go into the associated request to find out.

I've used this

${concat('Procure a ',entity.RationalizedToAssetModel.DisplayLabel,' For ',entity.RequestedForPerson.Name)}

 but I just get a blank entry where the asset model will hopefully be. – I’ve tried different variations of the RationalizedToAssetModel – but still get a blank response

Does anybody know what the right value should be?

 

How to add new processes?Open in a New Window

Hello,

 

I want to add a process for contract handling to my Service Anywhere. How can I add a new process? 

It would fit into a streamlined request process with a couple of new forms. It would be sufficent if a can add a news subrocess to request.

 

Best,

Robert

 

Commenter nameOpen in a New Window

Hi all,

I want to pull out the submitter of a comment to use in a notification. I am able to get the person.Id but not the name. 

I am sure you can its just the syntax in the expression.

anybody done this before?

 

Knowledge Articles usage and voting metricsOpen in a New Window

Hello

 

My customer has a mature process for learning and development within their organisatation. They are looking to be able to analyse on who is using the knowledgebase and when, and the value that it brings.

Their intention is to constantly review knowledge articles for their effectiveness;  and usage. For instance, if they have an article raised after a major rollout, how many people used or viewed them in the week after deployment etc.

Is there anyway we can extrapolate from Service Anywhere more defined MI information with relation to the usage and viewing of articles

  1. Who viewed the article
  2. Who marked the article as helpful
  3. When were the articles marked or viewed.

 

Hot Topic Analytics provides some level of information with relation to numbers, but not dates/and people.

You would presume that the data is being recorded somewhere, and hopefully exportable to somethink like Business Objects?

 

Create new Q&AOpen in a New Window

Hi,
I need to create a new Q&A in Service Anywhere, but I do not know how to do it.
I think that I need to find a button "new" but I can't find it...
can someone help me to create a new Question in the system.

 

Validating a Custom Field is Null or blank before being able to close an Incident record.Open in a New Window

Has anyone encountered a requirement to make an Incident field be blank or null before the record can be closed?  

Prevent the closure of the record if the field has not been made blank...

Please let me know if you need more information, but I have tried things and the record still could be pushed to Close before these validations were enforced.  

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Bulk update of people records within MyAccount and SAW?Open in a New Window

Is there a way to update existing person records in MYAccount and SAW?

We would like to update the phone numbers and locations of hundreds of specific people within MyAccount and SAW.  We have moved many people and almost everyone within the organization has got a new phone number recently.

  • Can an import over-write existing location info within SAW?  
  • If we are concerned with updating user's location and phone number info, do we need to update MyAccount?  Does it matter?
  • If there is a conflict between MyAccount and SAW with a phone number for a specific user, how is it handled?
  • If a REST API Call needs to be used, what would it look like (sorry, I've never used REST API)?

 

Make Completion Summary Mandatory on Manual TasksOpen in a New Window

I suspect that this isn't possible as the record type is locked, but is there a way of making the Completion Summary field mandatory when closing a task?

We would also like this to possibly update the Comments section on the assocated Request/Incident/Problem/Change etc - but that would need separate business rules to be added, if the record type wasn't locked.

 

Discussions in Incident Magagement module not workingOpen in a New Window

Hi,

I am having trouble setting up conversation between agent and user and vice versa in the incident module. I can add and save text, user also but no notification is being sent.

Agent to agent conversation and notification work fine.

Thanks for your help.

 

Looking to integrate HP AM with SAW directlyOpen in a New Window

Hi,

I know the integration can be achieved between SAW and HP AM with Connect-IT

Could anyone please provide us some docs /references on how to achieve this integration using Connect-IT? It will be of great help for us.

Regards,

Bharat

 

Attachment size limits?Open in a New Window

We have found that emails that have over 2MB sized attachments fail to submit.  Is the same limit applied to Self-Service portal attacments?

 

 

Related records in Service definitionOpen in a New Window

Hi.

I was wondering about the "Related records" tab of Service definition.... What kind of records can be related and how? I couldn't find information in the Help Center and there's no button to Add a record.

Does anybody use it or know what is it about?

Thanks

Lucia

 

 

 

 

Will updated SLA/SLT apply to closed requests?Open in a New Window

Hi,

Our customer is asking if there is any option we could get the “closed requests” updated with the new SLA target ?

To my understanding, SLA calculation is only counting in real time in active process. For closed requests, SLT and calculation are ended already and not changeable.

Please correct me if I'm wrong, thanks!

Chloe

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