Ralf Peters

looks ok to me, but then I don't know anything about your AD structure , so can't be sure . you can run the command with dryrun=True to give it a test run and check the log file if it what you want . Thanks Ralf

can I jump on this one two : i our case the email update DOES NOT separate the attachment , we have email updates that conatin .docx documents for example that are only visible if we go into view email , they do not show up under the attachment section. Thanks Ralf

Hi, just upgraded service manager to ver 2.29.5 . Logged out of live and back in , created view on cancelled calls . the view doesn't display anything , even when I just cancelled some calls ? Thanks Ralf

Hi Bob, these are great , thank you very much . Do you know of a way of sharing "My Dashboard" views ,i.e. export/import ?? so they I don't have to recreate them on multiple accounts ? Thanks Ralf

did you use the Mailbox action ? , looks like you used Flowcode ! mine looks like this Thanks Ralf

Hi Bob, Thanks for the info , replied in the link you provided . ideally we would like to have them grouped by team and be able to drill down into the tickets . select 30,60,90 days Bar chart direction Horizontal stack Multi NO Team on the Y- axis , No of calls on the X - axis then colour the bar into green amber red similar to this :

Hi Bob, thanks for the reply , that will get us started , is there a way to add a drill down to the requests ? Thanks Ralf

Not sure if anybody asked for this before ? Can we have an auto-refresh on the request list screen please ? Thanks Ralf

Hi Matt, thanks for the script , I'll see if i can find the relevant Service manager variables Ralf

still waiting for it

Hi Kelvin, no updates .... reporting forum must be the least active one I think ! Ralf

+ 1 as reported here

Hi Victor, we have the case where the auto email rules updated a ticket with an incomming email , attachments have not been added to the ticket and are only visible when i open the email . Thanks Ralf

I have a Widget which displays a lot of data , basically it display all calls closed by month by analyst. So it’s a bit messy. I don’t want to stack the analyst individual data, as a side-by-side display is better for comparison. I know that you can toggle data off/on if you select them in the “Legend”. My Question can you start the Widget with all values toggled off, so I can select which data I want to look at, rather than having to select everyone I don’t want to look at

Hi James, that will work for us ! Thanks Ralf

+1 from me We often have the need to send an attachement when we resolve the call. So at the moment the user gets 2 email , one "manual" email with the attachment and another from the BPM process informing that his ticket has been resolved . Thanks Ralf

Hi, Numbers of calls is fine , ideally I would like to use drill-down if possible. Yes from when the call was opened, not too fussed about weekends. No its actually Service Manager, but if you have a support works report xml i might be able to use the sql from it :-) Thanks for replying Ralf

Hi, I was wondering if anybody has come up with a measure/report to will report on aged calls , grouping by "10 days", "20 days","30 days" , ">30days". with or without drill down ? Thanks Ralf

Hi James, we have used these in support works : Email Email direct to Analyst Escalation Event Phoned Analyst directly Scheduled Task SelfService Task List Telephone Walk-up i have included the report export from Support works . i made the Origin field mandatory on the entry form, calls created through selfservice and email would set the field automatically. Thanks Ralf Calls by Origin and who logged them.xml

Hi, one of the default measures that our system came with is the "No of Active Incidents - Monthly" . i tried to change it to report on ALL open calls (i.e remove the request type condition) , but somehow you were able to create this measure without filling in all mandatory fields and it fails to save . the "Date ranging column" is mandetory but empty. How did you do that ? Thanks Ralf

Hi, is it possible to update the h_source_type field via a human task in the Business process or editing in the request details or .... ? in Support works we were able to update the origin field and we got used to using a much more detailed list then just "Analyst,Email,Request,Self Service" We are required to run reports/widget against this information . I though of putting it into the progessive capture flow and map it to one of the custom fields and use that for reporting , but I only want this to be required when the Analayst created the request not the customer ( as that should default to "self service" ) . Ideally i would want to report on only one "source" field. Thanks Ralf

Hi Steve, i just worked out the issue why it didn't invoke the Business process : the default progressive capture "New Change" didn't have a "select service" form , as soon as I added the form to the PC the process is invoked . Now when i complete the change request it stays on the calendar. Not too sure why it didn't do that when no business process was invoked ?? Thanks Ralf

Hi Steve, we don't have a particular BPM set-up for changes , we basically using it just to create a record of the change . as such no service has been defined and the app.itsm.defaultBPMProcess.change is set to EXAMPLE Hornbill Change process. i will change that in the future , but for the moment the only way for me to create the change request is to select the drop down option under <RaiseNew>. it doesn't look like it is following the example Hornbill Change process as no Tasks are being created on the ticket ? i will create a catalog item under one of our services and see what happens, but i thought that the default setting would have kicked in? Thanks Ralf

Hi, how can i keep resolved change requests on the change calendar ? I find it benificial to see all the changes on the calendar as a quick reference when looking for source of issues , the seem to be removed as soon as I resolve them . Thanks Ralf

don't know if this relates but we had issues with visibility accross multiple Teams if you are not part of it , somehow this was possible in the old supportworks , we use the BPM provess to add our supervisiors as Members to the request to overcome this . maybe somebody has got a better idea ? Thanks Ralf