HPE Software Products: Service Anywhere: Q&A
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What phase does the 'New Request' form reside in?Open in a New Window

I'm trying to write a rule that will make the service field mandatory.  When I add the rule in Request\Global\After Change, I get a message requesting a serivce on this screen.

 Thinking that the new request form pictured below would reside in the ‘Log’ phase, I wrote this rule in Requests\Global\After Change:
If ${entity.PhaseId != 'Log' || entity.MetaPhase != 'Approval'}
Define Service As mandatory

 4-28-2017 9-30-15 AM.png 

 

 I would like the rule to start immediately after the request is initally saved.  Where should i put this rule?

 

Number of members in an organizational groupOpen in a New Window

Hello,

I am quite sure this information exists somewhere but I don't find it either in documentation or on this forum.

Is anyone know the maximum number of people we can add in a group (for my use case Organizational group)?

Thanks.

Bertrand

 

 

Phase ID export as name not display nameOpen in a New Window

Hi,

We have changed the display name of some phases in Request, but when doing the export in list view with Phase ID field, we got the name not display name in the Excel file. 

Is it possible to have the display name of Phase ID exported?

Thanks,

Chloe

 

AD Integration with OPD - integration userOpen in a New Window

Working on getting the OPB to connect to SAW and we are getting and error 400 Bad Request error on login.

I found a similar issue on the forum that suggests that the user that we are using needs to be a non-federated account, and the documentation says that the user needs to be an Integration User and have the OPB Remote Agent role.

I can't find any way to setup a non-federated or Integration user. I'm assuming that this simply means that we ahve a Username and Password for the user.

Can anyone help in nice simple steps please.

 

Restrict the access to the "New" button in the Service Request managamentOpen in a New Window

Hi,

Is there a way to restrict the access to the "New" button in the request managament?

The use case is there are 3 assignments for our customer: Service Desk, Support group, SME group, and only Service Desk groups should be able to create a request via "New" button.

Thanks.

Chloe

 

April CDU Feature questionOpen in a New Window

The announcement through the MyAccount portal states, 'The CDU includes new features and bug fixes which are documented for you on the SAW community web'. 

When I follow the link provided to find out what features are going to be part of the release, the link just shows the release times for each region?

Will there be any new features in the April CDU?

 

 

Where can I find the Release Notes for the Service Anywhere April 2017 UpdateOpen in a New Window

I received the email that the April 2017 update for our Service Anywhere tenants will be happening on Sunday April 30th. However, there was no attachment or link to any kind of release notes on what will be included in the update. Does anyone have a link to the release notes for this update?

 

 

Task: Approval Task pending reminder notificationOpen in a New Window

Hi All,

I'm unable to figure out how does Approval Task reminder notification "Send person a reminder that an approval task is pending" work. The rule below is uneditable (locked out), and I checked the notification template is enabled, still I'm not receiving any reminder notifications for the pending approval tasks. Anybody using this feature?

After the record is in this phase for
24
hours
, then every
24
hours
, if
${(entity.Assignee != null) && (current_update.Assignee.OldValue != entity.Assignee) && !is_email_integration_enabled(entity.ParentEntityType)}
Send notification to
${active_delegates_of_user(entity.Assignee.Id,entity.ParentEntityType)}
${entity.Assignee.Id}
using
Send person a reminder that an approval task is pending
with
dateSincePending: ${'${format(entity.ActualStartTime, \'short\', current_recipient.Locale)}'}

 

 

How to add options within button "more"Open in a New Window

Hello,

Does anyone already try to add an option in the button more from a request record?
I would like to add the menu "create problem from record" in this list.More_button.png

Is it possible for your point of view?

Thanks.

Bertrand

 

Survey notification within resolution template notificationOpen in a New Window

Hello,

I am searching a way to limit the number of notifications for my user and one of notification we want to remove is the survey notification.

  • At each REQUEST resolution (transition to ACCEPT phase), is there any possibility to generate the survey without sending the notification? 
  • If yes, is there any possibility to put the link of the generated survey to the resolution notification sent when the phase ID is ACCEPT

--> If it's possible we would be able to reduce the number of notification

Other question, I have found the post explaining that we can send a suvey every 5 times but is there any possibility to send a survey automatically after 5 requests closed by the end user and then ask him to rate every request in this unique survey?

Thanks in advance for your help.

 

How to create "Like/ Unlike" buttonOpen in a New Window

Hi,

Is there a way to create the "like" and "unlike" button in the Article preview form? And this button should count the number of how many votes of "like" or "unlike". How to achieve this requirement by custom action in Article record? Thanks.

Chloe 

 

Actual Service & SegmentationOpen in a New Window

Hello,

I know that there's no segmentation for actual services so I am searching a workaround to display only some services to specific HelpDesk team.

I have tried to use the rule "define suggested values based on filter" but it seems to not work.

Any suggestion from anyone of view.

Thanks.

Bertrand

 

Expanding Resolution section in Service RequestsOpen in a New Window

Hi,

I would like my users to see all sections of a ticket without having to expand any fields on the form.  I've been able to do this with any support request through the Admin\records\forms section.  But when I expand everything, Service Requests still show the Resolution section as collapsed. 

Am I missing something? I've checked all froms and just the Full Request Form has a collapsed Resolution section.  I expanded it and it only works for support requests and not service requests.

Is this a bug?

Thanks,

 

OPB Agent Notification SetupOpen in a New Window

Hi, 

The notification is enabled by default on agents configured after February 2017 CDU deployment. For the agents configured before February 2017 CDUdeployment, you can edit the agents to enable the notification.

I just wanted to confrim that since my agent was configured before feb 2017, the only thing I have to do is enter a contact in the 'Recipients' field in the Agent like the picuture below.  

3-29-2017 11-23-16 AM.png

Is there anything else that I need to do?  Does the OPB side need to be updated?

Thanks,

 

Company Headquarters Drop Down FilteringOpen in a New Window

I would like to filter the list of Locations used in the Headquarter dropdown in Company to only Active and External locations. Below is the business rule I created in Company.Rendering forms

28-03-2017 10-25-07 AM.png

The filter doesn't appear to be active as all the Locations are showing and the header of the filter is not showing. I have tried to create different filters, even ones to that should show nothing (Active NOT IN ${true}) and the dropdown still shows all the locations.

28-03-2017 10-31-24 AM.png

To make sure I was saving and the everything is getting updated, I disable another field. 

 

 

Bi Sync - get list display labels?Open in a New Window

I'm implemented the BI sync functionality as per the documentation, and now I'm trying to do some reports out of my DB.  I want to show some of these reports to managers & executive, so I want them to be nicely formatted.  However, I can't seem to find the display labels for list values anywhere in the BI sync extract capability.  Does this mean that in the BI sync I need to manually put the display labels into the queries, or is there a way to grab the list code tables that I'm not seeing?

Thanks!

 

 

Exact Syntax for displaying two Level 3 CategoriesOpen in a New Window

Can anyone help with Exact Syntax for displaying two Level 3 Categories?

 

I'd like to display two categories, both Level 3 under the same Level 2 category, and I cannot get this to work.  

The Level 2 Category:  1007241

The Lever 3 Categories: 1007067 & 1007068

 

The Rule I have triedThe Rule I have tried

 

 

 

 

New Request Tracking page does not show user optionsOpen in a New Window

We have found that the new Request Tracking page does not show the user options of each request.  The old request tracking page does.  

Can this be added to the new Request Tracking page?

What are the differences between the new and old tracking pages?

Are there any risks or 'down sides' to using the old request tracking page?

 

Create PIR task in Review Stage based on Completion CodeOpen in a New Window

I'd like to be able to create a task on a change that is created/assigned for a PIR only if "failed" or "succesful with problems' is chosen as the completion code.

What is the best way to do this, via  a business rule (I'm presuming in the "after change" section in the Review phase; or via a decision in the task plan for review?

 

 

 

 

Deny Request if approvals have been pending more than 5 daysOpen in a New Window

Has anybody successfully managed to implement a business rule for denying a Request if approvals have not been approved within a timescale, say 5 days

Our customer wants to deny any request that has not been approved by an approver within 5 days

They do not want the escaltion to an approvers manager as seems to be the function OOTB. as this could be the CEO for some approvals.

 

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