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Darren Rose

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Posts posted by Darren Rose

    Time to log Email

    in Service Manager

    Posted

    1 hour ago, Victor said:

    @Darren Rose it would be a report based on this type of query: 

    
SELECT h_itsm_requests.h_pk_reference, TIMEDIFF(h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received) as time_difference, h_itsm_requests.h_datelogged, h_msg_messages.h_msg_date_received
FROM h_itsm_requests 
JOIN h_msg_messages ON h_msg_messages.h_msg_id = h_itsm_requests.h_source_id 
WHERE h_itsm_requests.h_source_type = 'Email'

    Obviously, the fields ins this SELECT example are just that, examples, apart from calculated "time_difference" which is actually the time difference you are looking for... What I mean is that you don't have to return h_pk_reference, h_datelogged or h_msg_date_received ... you can remove them or not, add other fields, etc. As per your needs.

    Works a treat, thanks Victor :)

    Bug?

    in Project Manager

    Posted

    15 hours ago, James Ainsworth said:

    Hi @Darren Rose

    Looking at your first screen shot I'm going to assume that the CH is not searching on the Request ID as there is a SR record displayed in your results. SR00000070.  It looks like the requests being returned are from the summary where you have "Project Change Request''.

    I will need to see if the search include the request ID.  It might also be that the ID requires a complete ID and not a partial ID.  If the ID is not included in the search, we can look to have this added.

    Regards,

    James

    James,

    Doesn't seem to be picking up Change Requests Properly. If I type in the full number, I don't get any results

     

    image.png.c62a6547aacff983c262e656daf534af.png

    Bug?

    in Project Manager

    Posted

    Hi,

    I've noticed an odd behavior when searching for Change Requests to add as a relationship. When I type CH the list starts to show changes.

    image.png.6afe754075b777abf420ddda200ad4ce.png

    However, when I then start to add '0's it doesn't work e.g CH00

    image.png.1da5fbb46a3c2a41b471af4b9bac0ac2.png

    Thanks

    Darren

     

     

    Idea: Roadmap Manager app in Hornbill

    in Service Manager

    Posted

    @Gerry we create Apps, and manage them how we always do - excel spreadsheets and MS project... 

    even if we haven't created the App in house, managing the lifecycle and feature requests through a product app rather than relying on Subject Matter Expert knowledge, would bring a level of governance that we currently lack

     

    • Like 1

    Organisational Info

    in Project Manager

    Posted

    Hi

    It would be really useful to associate a project with some Organisational Data. This could be as a relationship maybe? 

    We currently report on projects by the Operating Divisions of the company, so being able to include this information would be very useful. 

    Also, projects may also have a sponsor from the business who is not a Service Manager User. At the moment, I cannot add them to the project in anyway because they are a basic user, but it would be useful to be able to add them to the project, even if only to able to use it at a reporting level

    thanks

    Darren

     

     

    Adding Attachments to an Organisation

    in Service Manager

    Posted

    Hello

    We're currently using Organisations in Service Manager to keeping our Service Partners information - key contacts, support email addresses etc... It would be really useful to be able to add attachments against an Organisation so that I could attach the Service Agreement, or other such documents to the Organisation. 

    Is this function something that could be added? 

    Thanks

    Darren 

    FAQ searching for more than one word

    in Service Manager

    Posted

    Thanks @Steven Boardman that looks very promising indeed. 

    As soon as it's ready, we've some excellent scenarios where it will definitely win us some points with the business. We've got the buy in from another team to start using Service Manager to manage their own service, and FAQ's and End User knowledge at point of logging a call are going to big factor in how successful it is. 

    Thanks

    Darren 

    • Like 1

    FAQ searching for more than one word

    in Service Manager

    Posted

    On 9/25/2017 at 9:20 AM, Steven Boardman said:

    Hi @Darren Rose @samwoo

    Just a quick update on this, we are currently working on a knowledge story to introduce dynamic knowledge in progressive capture - so basically as your analysts and customers are filling int their progressive capture forms, they will (non intrusively) be presented with relevant knowledge (in the form of FAQ's, requests, known issues etc).  As part of this story we have improved the search query, and also applied this to the general search query used in the portals.

    So once the knowledge story is released, your users will get two things:

    1. Dynamic knowledge during the progressive capture logging process (hopefully cutting down further on the amount of tickets which need to be raised)

    2. Multi word search matching, irrespective of order or position in documents, so using the original example a search for Holiday Approval would look for matches on Holiday Approval, Holiday or Approval and return matches against all of these.  

    Sneak preview of the NEW progressive capture search below, obviously the look and feel is subject to change before release:

    Screen Shot 2017-09-25 at 09.07.43.png

    This work is currently ongoing but watch out for the release notes in the Service Manager updates in the coming weeks 

    Steve

    Hi @Steven Boardman

    Are there any updates on the development of Dynamic knowledge? 

    Thanks

    Darren 

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