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  1. Yesterday
  2. Victor started following Suppress time in date/time custom field in Email Template
  3. Last week
  4. James Ainsworth started following ITSM Reporting
  5. James Ainsworth
    Hi Adam, Thanks for your post and for the comments about Service Manager being a "Great ITSM tool". Regarding the reporting I thought I'd cover the areas of reporting that are available and describe our approach. Point 2, the Service Manager Reports, is possibly the area that you may want to have a closer look at. Some of the reports you have mentioned above are already available. 1.) Request List Views, Personal Dashboards, and Exports - While this is not your standard reporting, we have provided tools for support staff to build custom views to display requests, build charts, publish and share charts, and export lists to CSV. The goal behind this is to provide live data and information to support staff within the environment that they are working, without having to wait for the creation or delivery of reports. 2.) Service Manager Reports - This is fairly new to Service Manager and is available through the Service Manager menu under the option titled Reports. Some documentation can be found here. This is currently a Beta feature so you will find that there is still more documentation and features to be added. This has been available for some time now to allow customers to provide feedback. If you don't see this menu option you may need to have your account added to the Service Manager In-App Reporting Role which is done through the Administration Portal. This reporting feature is being provided for managers and users that do not have the desire, knowledge , or access to navigate database tables, joins, queries, etc. The idea behind this reporting is that we are providing predefined reports based on industry standards and you can use each of these reports as a base to create an unlimited number of related reports using the report configuration and by defining the criteria. All without scripts, tables, or queries. Another important aspect to these reports is that you can only report on what you have access to. We have just added about 8 new reports over the last few weeks and we have 3 more coming out in another couple of weeks. The number of base reports and features will continue to be expanded over time. 3.) System Reports - Located within the Administration Portal this is more focused with the data experts in mind. While the Service Manager Reports, described above, provide ease and simplicity, the result of this can be limiting when it comes to reporting on very specific data sets that sit outside of the provided reports. The System Reports take this to the next level but they do require an extra set of skills in order to create what you need, but with this is the flexibility. Unlike the Service Manager Reports which have controls to only show requests that you have access to, the System Reports opens you up to all the requests held within Service Manager. 4.) Advance Analytics - As you are aware, there is a premium for this. Again, the audience for report creation will more likely be the data experts. There are a large number of abilities and detailing of the information that you want to report on, but with this comes complexity and therefore additional knowledge in order to create and define. The biggest value with the Analytics is the trending. Other reporting options will look at the data at the time the report is run. Information over time can change in a request and therefore getting trends on some information may not be possible. The Advance Analytics can pull information from the database over time and build up trend patterns. 5.) Microsoft BI Integration - Taking reporting a step further, we have found that some businesses have Microsoft Power BI as a standard reporting solution that encompasses a number of different apps. We have created integration points with Microsoft Power BI to allow customers to bring reporting from Hornbill into their centralized reporting. 6.) Additional Integrations - With our public APIs, iBridge integrations, and exporting tools, this opens up our data to any number of possibilities. I hope you find this helpful. Again, as mentioned above, have a look at the Service Manager Reports within the main Hornbill client. With Hornbill's ability for continual deployment of our apps you will find that features such as this will continue to grow and improve. Kind regards, James
  6. samwoo started following Data Provider - SQL Query support to provide dynamic list of values and Requests - Ability to add Tags/Labels to Requests to aid in identification and searching/selection
  7. samwoo
    Oooh +1 I can see this being very useful
  8. samwoo
    +1 - though this may go against what Hornbill are attempting to offer in their product (no code where possible etc.)... however if the option is there for advance users I would most definitely use it.
  9. samwoo
    Hi @SimonSheldon, Thanks for this - It was interesting to look online to find that it's known limitation... but, it doesn't appear to be affecting yourself. I am on Office 365 (the latest version... it auto-updates and I have to restart Office 365 when this happens) and I've got the issue above. Is it likely to be from the ADFS setup on our end that's causing this? Thanks, Samuel
  10. Steven Cotterell started following BPM Date formatting
  11. HGrigsby started following Request List Dashboards - Support for group/multiple dashboards
  12. HGrigsby
    +1 for me too! Remember about it whenever I click on the charts button by mistake! Helen
  13. Adambingley started following ITSM Reporting and Tableau & Hornbill
  14. Adambingley
    Hi All, Wondering if anyone has managed to connect Tableau to Hornbill and if so please do tell! Best Regards Adam
  15. Adambingley
    Hi All, Wondering if any of you kind individuals could help. We have been utilising Hornbill service manager now for 7 months and although I believe its a great ITSM service desk tool, the reporting is down right appalling and the advanced analytics cost is extortionate for a small team. Could anyone share their standard reporting definitions for a few basic reports, the front end is massively clunky to get used to and its proving very time consuming. I'm looking for the following but ANY would be most welcome. 1. SLA reporting by month. 2. Tickets Logged / Resolved by month. (Ticket Volume) 3. AVG Resolution times 4. Incidents caused due to change. (&How do we flag incidents as caused due to change?) 5. Individuals Performance 6. Unplanned Changes by month 7. Incident Report For Incident/problem management Best Regards Adam
  16. chrisnutt
    Hi, I have a activity which requires the person completing it to enter a date. Just a date, no time. I want to use that date in an email template. However, when I set up the template, I get the date and a time of 01:00:00. Is there a way to suppress the time on the template? Thanks Chris
  17. David Longley
    thanks @Martyn Houghton, i do think this would be useful.
  18. Martyn Houghton started following Automatically add followers to a ticket
  19. Martyn Houghton
    @David Longley In terms of 'followers' I do not believe this can be done via the workflow at the moment, as we raised a while back about having this added as an enhancement. It looks like the ability to add members via the BPM is being implemented by Hornbill, but not sure if it has been released yet. Cheers Martyn
  20. Clive Broad
    @James Ainsworth - as an aside to this is there any way to determine if a customer has received a feedback request in the last 'n' days and, if they have to not send a new feedback request?
  21. David Longley
    Hello, I was hoping that someone can tell me what node i need to use to add users to add specific users as an interested party to a ticket. Basically, what i am trying to achieve is that when a ticket is prioritised as a Major incident, then the system will automatically add users as 'followers' so they have visibility of that ticket.
  22. Clive Broad
    I can see the use of that - it would certainly make it much easier for managers etc to use. Gets my vote
  23. SimonSheldon
    this works as expected for me... link to https://service.hornbill.com/<instance>/servicemanager/service/9/catalogs/ in a Word document and ctrl+click takes me to that catalog.... I'm using Office 365 ProPlus build 1902. I can see the adfs redirect kick in and then it opens on the the correct service landing page ... A link to the catalog item directly works as expected as well -> https://service.hornbill.com/<instance>/servicemanager/log/9/serviceRequest/33/
  24. Martyn Houghton
    Linked to our previous post (link at the bottom of this one), we want to implement a progressive capture process which one of the fields is a dynamic list of values which we want to create using a database direct SQL query on the Hornbill Instance, rather than having to duplicate data in simple lists which is not practical. We are wanting to query a subset of organisations which have a certain industry type, to be used as the source for the dynamic drop down selection. This is in support of our previous post (link at the bottom of this one), where we are trying to implement Internal Services Requests that would be raised by our Project Management Team to manage subscription of services through Hornbill itself automatically, rather than having this to be done manually which is both a overhead and can be prone to errors. I can see that the ability to create dynamic list from a database direct sql query would be useful for other users and organisations as well. It would need to support the returning of two columns, one as the Raw Value, i.e. organisation ID, and a display value, i.e. organisation name. Cheers Martyn
  25. samwoo
    Hello, One our of Project Managers has discovered an issue where if he puts the URL into a Word or Excel document which is a link straight to a Service on the Self Service Portal (ie. https://service.hornbill.com/<instances>/servicemanager/service/38/), and the Portal is set up to use Single Sign-On, it takes us back to the list of Services after Single Sign-On. Quite a few of us tested this (some on Office 2016, others on Office 365) and the same thing occurs. I did some reading up on this, and it is already a known limitation with the Office Products: > https://support.microsoft.com/en-gb/help/899927/you-are-redirected-to-a-logon-page-or-an-error-page-or-you-are-prompte > https://developer.ibm.com/answers/questions/204906/why-does-clicking-on-a-hyperlink-from-micrsosoft-o/ I then tested this with a direct link to a SharePoint page sub page (which is our Intranet), and it worked fine. Curious, I asked someone else to test another Application that uses Single Sign-On via a link in an Office document and the same issue occurs. I was wondering if this is something that is already known at Hornbill, and if there is a way for this to be fixed? There are some workarounds presented on the Website above, but if SharePoint works then I wonder if it's because Single Sign-On redirects to the first main page, rather than the requested page and whether this is something that can be looked at in the future? Replication steps: Log on to the Self Service Portal as normal Navigate to a Service to see the Catalogs Copy the URL to that Service Paste that URL straight into a Word or Excel document (we could only test with Office 2016 and above) Open the URL from the document, you can see it navigates to the Single Sign-On page and takes you straight to the List of Services instead. Thanks, Samuel
  26. Joe
    When editing Service Manager request fields "Questions" and "Status" in the Android moble app I get a Forbidden error as attached. Can't see any relevant roles in Service Manager to give further permissions.
  27. Martyn Houghton
    @Ehsan Is there any update on this being provided? Cheers Martyn
  28. AlexTumber
    @Tom Gilbert I'm pleased to say this feature has been added and will be included in the next Project Manager update. Alex
  29. Kram
    S'alright, sorted it.
  30. Martyn Houghton
    Can the Request List View Charts be extended to include a score card output as well, i.e listing the number of current cases against a label which can then be clicked on to access the associate requests? This comes from us trying to migrate one of our service desk from "Sales Force Desk", where on the left hand side of the request list has a configured list of views with real-time counters on them, allowing them to see at a glance the current call volumes and drill down into the different categories. Example screenshot below. Cheers Martyn
  31. AlexTumber
    @Darren Rose you'll be pleased to know this feature has been added in the next Project Manager update. Each user will be able to set their default tabs on the project portfolio view and on the project view (main and small tabs) Alex
  32. AlexTumber
    @Darren Rose our development team have found and fixed the issue. It will be included in the next update. Alex
  33. Martyn Houghton
    At the moment you can only have one Request List 'Personal Dashboard' which you access via clicking on the icon to "Switch to My Dashboards", which then displays all views with a configured chart. When you have only a small number of charts configured this is not too bad, but once you have a growing number this can be quite cumbersome, slow to load and put unnecessary load on the instance. Can the system be enhanced to allow the creating multiple 'Personal Dashboards' and when setting up charts you tick which 'Personal Dashboards' the said chart will then display on, i.e. none, one or multiple. Then when you click on the button as is you see all as you do now, but if you click on the drop down you can select the 'Personal Dashboard' you want to view. This will mean the output is better formatted with only the charts you need for the actions you are currently taking, as well as reducing the unnecessary database load of querying every chart data source, therefore providing a faster response to the end user as well. Cheers Martyn
  34. Martyn Houghton
    We are in the process of trying to convince one of our other service desks in our wider group to migrate to our Hornbill Service Manager Instance from 'Salesforce Desk'. One of the features they use extensively and is one of the blocking issues, is there ability to add multiple tags/labels to there requests which they then use as part of there process for identification and searching/selection. As Requests can have multiple tags/labels associated with them and they are not necessarily sequential nor singular we cannot utilise sub states to emulate them. Example screen shot below show how these are presented, with them being coloured coded and appended in front of the subject line. Are there any plans to offer a similar Tag/Label facility in Service Manager? If not can we raise this as an enhancement to provide the following:- Admin Tool - Setup Tags/Labels and assign colour coding. Requests - Add/Remove Tags/Labels from predefined list. Request List - add as additional column for display Request List Views - add as an additional field criteria. Cheers Martyn
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