Stephen.whittle

Thanks @Steven Boardman by using this approach does it still allow users to click on the service links and place requests though? I quite like the static view of the service status page Hornbill use and was looking to do something similar for infrastructure as well as services we offer via the portal. I am guessing your recommendation would be to create services with no catalogue or request items and use purely for service status reporting purposes.

Very helpful thank you.

Hoping someone can help with this either a customer or Hornbill admin. Many suppliers such as Hornbill have a service status page (https://status.hornbill.com/). Is this functionality available within Hornbill now or is it being considered a function for future release? Having the icon on the service to demonstrate service availability is already there and I recognise that however, if you have a large volume of services and they are not all located on the same page it is hard for a user to understand whether there is a known service availability issue or not.

I have created some that show me a count of active requests either per day, week, month etc. Q1. All I want to see is a trend of calls sat with a particular team in a line for a period of time. Am I right in understanding that these cannot resample retrospectively because request status is a snapshot? Or is a change in request status timestamped in the DB and therefore measures can look back in time for an accurate count of total requests in a teams queue for that period. Q2. I have created a measure as above for the whole of our department (All teams). This count gives me a total count of active requests across the service. I have added “Team Name” to the “saved data columns” does this allow me to create a widget either line chart or something else and then see the active request count trend per supporting team?

Yes we're looking at implementing internal knowledge base specifically for our 120+ IT supporting teams on a Microsoft Teams sharepoint site simply because Hornbills offering at the moment isn't as flexible or easy to use. Our customer facing knowledge base however should sit in hornbill and I agree with your points it is frustrating as there doesn't seem to be a single way of managing the knowledge and use a mixture of well organised faqs, user guides, hints and tips, known errors etc. I'd suggest this warrants it's own app that can be easily managed from a single place and be embedded in the employee portal as widgets and more importantly a search bar much like a wiki page but far more intuitive and user friendly.

We are starting the journey of creating a comprehensive internal and customer facing knowledge base. I'm very keen to keep the internal knowledge within hornbill but was curious whether any other hornbill customers have successfully managed to do this. I am keen to collaborate and learn from the way in which the libraries were constructed and what the approach was. Was it a blend of faqs and published documents etc.

It would be very helpful to be able to identify which reports in the Home Applications Hornbill Service Manager Reports view are running on a schedule. Can a column and filter be added to this screen?

Is it possible to query AD group membership as part of the LDAP import process? We would like to use AD group management to manage a collection of clinical "VIPs" so would interrogate this during the LDAP import and then add those AD group members to a team on Hornbill to then use to display notifications and potentially amend SLA priority etc. @Adrian Simpkins

Trying to get an accurate report for ALL requests that at some stage in a request lifecycle have been assigned to a team. Not fully confident that requests included in reports that just have the filter "team is" as I am not sure if this factors requests that have touched that team at some stage in their life cycle or if its only including requests that have: Been logged directly against that team initially as per BPM. Teams have interactions with requests but are not the team that the request was initially assigned to in the BPM or they are indeed the team that resolve the request but it is usuaful to capture ALL requests that at some stage have been assigned to a given team for input so I can record that interaction and understand the demand on the teams. Is anyone able to calrify or help?

Thanks that makes complete sense and I have followed the steps on an existing "active requests" report but it returns no values. I have also created a new report using your definition file but that also returns no values. I know we have lots of requests with associated assets that have been linked to the request so I am not sure why they would not display.

Reaching out to anyone that has completed or is in the process of a corporate services full implementation across the platform. We are about to embark on the same journey and would love to bounce ideas and approach info with other Hornbill users. We have started with a Digital Services (IT) deployment which went really well. Looking to learn from others experiences of implementing large scale deployments for; - HR - Security - Finance - Estates & Facilities We have structured our config in a way that should allow us to easily onboard other corporate services but its more the "you don't know what you don't know" that concerns me. Would be great to learn from others that have gone through the same journey. Thanks in Advance.

@Victor (Offline)Are you able to help with this at all please? You're the reporting guru!

I would like to search for potential duplicate requests by running a report in Hornbill using the CSV to pivot the data and review requests linked to an asset. To do this I need to include the table that linked assets reside. I cannot locate it using database direct, can anyone help? I currently have requests table linked and would like to table join the associated linked asset to a request.

@Adrian Simpkins @Jeremy Did you get a response on this? We would also like to do this as the alternative is manually creating a flow in he BPM and PC to determine an outcome. If we could somehow inject the "assessments" that have already been configured into the BPM and PC so the requesting user can complete the assessment in their own context so further contribute to the impact and urgency of their request.

@Victor That has worked, thanks for your help and fast response. Much appreciated.

Hi Thanks for such a quick response. It accepts that query but still shows contracts that are expiring far beyond 6 months.

Need some help on a contract report, we have compiled lots of our suppliers and associated contracts in the supplier manager module and use the contracts view to view a list of when contracts are due to expire. The limitation of this is the view is fixed to only show contracts that expire within 30, 60 and 90 days. There are some very high value contracts that we would need to start a procurement exercise for within 6 months of expiry and therefore I want a report that sends these by email to specific parties. I have created the report but struggling with the filter that only resolves contract end dates within 240 days. I am using this as a custom criteria that I have lifted from another report but it must be wrong. I need to show only contracts that expire within 240 days of "todays date" at the point in which the report is executed. DATE_SUB(NOW(), INTERVAL 240 DAY)

Hi, This is the regex configured within our LDAP import. This is the same across all of our LDAP imports. The manager attribute within AD are also all the same format so in theory I cannot see why this would work for some user accounts within that particular LDAP import and not all. I believe that is Adrians query. The issue is not consistent.

We haven't made the move to the new Employee Portal as of yet so this may already be available but I would also be in favour of this functionality. Our particular example is where we have externally hosted services such as Video Conferencing tools, we could provide an update via RSS feed of the status of this particular service. Most service providers have a status page with RSS feed capabilities.

Thanks @Steven Boardman I'll give that a try.

Excuse my limited sql knowledge. I am trying to run a report in the reports module against outstanding requests older than X days. The preset variables do not allow for this specific detail so I would like to use the "customer criteria" option but simply pasting in some sql doesn't seem to be working for me. Is anyone able to help. Using this SQL. h_datelogged < DATE_SUB(CURDATE(), INTERVAL 30 DAY) and configured as per attached. The report is still resolving requests logged in less than 30 days in this example.

Thanks @James Ainsworth this would also be very useful in the Email Reports functionality. At the moment you need to add recipients one by one, if somehow you could support group email that would be a move in the right direction and prevent having to create lots of distribution groups in Exchange.

Anyone able to provide an update on this please?

Hi James, Thanks for coming back so quickly. Yes, we do have all user distribution lists configured on the local respective exchange servers however these are dynamic distribution lists and therefore don't exist in AD and therefore are not imported with our LDAP imports. I was more thinking of a group we could create within Hornbill that all users are added to upon import which in turn leaves us with a site based group will all staff which does the same job. I was then planning on procuring a new mailbox to use as a do not reply service for notifications which is the starting point for manual service notifications. If this works and is possible I would like to develop this so we can automate some user communications based on the service availability for example, when marked as impacted email all staff that are subscribed to that service notifying them of the issue etc.

As a hospital we often send planned and unplanned notifications out to staff by all user email. We are a recently merged organisation from three previous legal entity hospitals so we have a long way to go from an infrastructure perspective until we are on single platforms/services so one of the challenges we have at the moment is coordinating multi-site wide comms being sent to all users from the respective exchange environments. We could utilise Hornbill Emails to do this for us as all users have at the very least a basic account and would receive service notifications but we like the notices we send to be purely informational and not encourage a reply as they are sent to circa 18,000 members of staff. With this in mind is anyone already doing something similar as a no-reply function within Hornbill or can suggest a way we could do this. One limitation I have noticed is when composing an email you cannot simply send to "all basic users" so what prerequisites are there to set this up? Perhaps a group on Hornbill where we simply add all LDAP imported active users. Keen to get thoughts and thanks in advance for anyone that takes the time to contribute.