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Bob Dickinson

Hornbill Product Specialists
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Bob Dickinson last won the day on February 2

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About Bob Dickinson

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    Product Specialist
  • Birthday 08/26/1982

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  1. Bob Dickinson

    Team member not appearing on assignment list

    @lokent good stuff, glad its working. Only your application users (analysts) who only have Admin roles and no Service Manager ones will need to be updated here. All of your basic users (customers) should be fine with the two roles - "Self Serivice User" and "Basic User Role" as they will never be assigned requests. Let me know if there are any other issues! Thanks Bob
  2. Bob Dickinson

    Team member not appearing on assignment list

    Hi @lokent If Steves suggestion is not the case, this may well be down to the roles of the user. If you open up their profile and check their roles, they will need to have at least one Service Manager application role associated for example "Incident Management User" (if they should only have access to raise/view Incidents) or "Service Desk Admin" (if they should have access to all Service Manager request types). If you don't have at least one Service Manager role, you will not appear as an available assignee - EVEN if you have granted the user a Super User or Admin role Let me know if this is the case and if this works Kind Regards Bob
  3. Bob Dickinson

    Can Connections View Requests?

    Hi @dwalby You can't put conditional criteria such against a manager mapping currently. But you could run two import scripts - the first one for all users who should have the manager mapped, and the second one for the users who shouldn't (simply disable the Manager Lookup in the configuration for these ones). You would split these groups of users up by either using the DSN and/or the LDAP filter attributes (e.g. in this import do not include anyone who is a Member Of the finance team) Kind Regards Bob
  4. Bob Dickinson

    Reporting/Advanced Analytics by Service Category

    Hi @chrisnutt You can be creative with your "where" criteria in your measures by including a Sub Select statement - which will query a table that is not the main request table to help establish the criteria that needs to match to bring back results. So based on your example, I could include the following in my measure which will bring back all the service names from the h_itsm_services table that do NOT have a category of, for example, "IT Services". Then based on that subset of data, only return results from h_itsm_requests that have a service that match one of that subset: String: h_fk_servicename IN(SELECT h_servicename FROM h_itsm_services WHERE h_fk_servicecategory != 'IT Services') To take this a step further, you don't even have to use the Service Category - you could use a Custom Attribute against the service itself, and perform your filtering criteria around that. So in this example, I have created a new Custom Attribute called "Include in Reports" which is actually h_custom_b. And when I came to do my Sub Select, I would use h_fk_servicename IN(SELECT h_servicename FROM h_itsm_services WHERE h_custom_b = 'Yes') A similar set up can also be performed in the Reporting function in Hornbill. I hope this helps Kind Regards Bob Dickinson
  5. Bob Dickinson

    CI Reporting Help

    Hi @Paul Morrow I'm just looking into this for you - you are right, it looks like that in our Reporting tool we do no present the option to perform a Join on the h_cmdb_config_items_dependancy table and the h_cmdb_assets table. This could be achieved through Database Direct, but I will need to speak to our developers about what we can do to offer both tables in reporting. I'll let you know when I have an update. Kind Regards Bob Dickinson
  6. Bob Dickinson

    Measures Filter - Admin Build 819

    Hi @Martyn Houghton Does this happen every time? I have just tried testing this on a demo instance on the same build and it appears to work for me. I know its not desired behaviour, but as a test, could you click onto the page where the measure resides, then click back to page 1 and search again. Does it appear when doing this? Kind Regards Bob
  7. Bob Dickinson

    Reporting on time closed

    Hi @strose The attribute h_dateclosed is actually a timestamp so will include the time as well. But it might be worth having a look at this forum post as there are several ideas here about reporting based on the hour a request was logged/closed: Kind Regards Bob Dickinson Hornbill Product Specialist
  8. ....I was just about to say that! Thanks @Dan Munns
  9. Bob Dickinson

    Combine Columns in Report

    @Dan Munns I don't think Company will work as its actually an attribute that is looking up and linked to existing companies that have been set in your organisational structure. Ah I see the issue about it being obvious - I thought these assets may be coming in from CSV or a Database Source. I was thinking that a typically less popular attribute from one of other generic drop downs may be used (e.g. "Maintenance Reference" which falls under "Financial Information" ) - though as you say, then the Serial Number falls under the Financial Information heading which may not make too much sense. But in theory, yes - you would just change the translation label in this scenario.
  10. Bob Dickinson

    Combine Columns in Report

    @Dan Munns Not the ideal solution, but is there a shared attribute that you don't use that could be re purposed (and relabeled) to contain the Serial Number across Asset Classes? That way, the attribute would be stored in h_cmdb_assets. Even if this was a duplicate of the actual Serial Number and hidden when looking at the Asset in Hornbill, it would still appear in the report extract. Kind Regards Bob
  11. Bob Dickinson

    Conditional Dashboard?

    Hi @Drew Davies I'm sorry for the delayed response. Unfortunately this functionality is not present at the moment - all dashboards contained within a dashboard will be displayed. However I will certainly feed this request onto the developers and see if this is something that is feasible and could be developed. Kind Regards Bob
  12. Bob Dickinson

    Summary missing when using "Raise new linked request"

    Hi @HGrigsby Glad its working! In regards to the Change Issue from the "Raise New" button - I think I've spotted a small problem with the progressive capture that means it is following your default Problem Progressive Capture rather than the Change one. If you open the Progressive Capture: new request and have a look at the criteria for using the Change Process, you will say it says to follow that route if the selection has been: Change Requests This should actually be: Change Request The following screenshot should show you where this needs to be amended: IMPORTANT - Once you have made the change, ensure you Activate the progressive capture afterwards, or as part of saving - otherwise you may risk calls being logged without the relevant questions being asked and without a Business Process Kind Regards Bob
  13. Bob Dickinson

    Summary missing when using "Raise new linked request"

    Hi @HGrigsby, If you would like the Summary and Description based on what a customer types in, then you should update the Progressive Capture for the catalog item to include the "Request Details" form (in your case, in the Progressive Capture CHPC 1.8 - Case Handling System Issue) - if we are talking about Incidents. I don't think its wise to make changes to the default captures (e.g. new incident, new service request) just yet as your configuration has been built around automatically setting the Summary and Description in certain scenarios, based on your organisational requirements during your implementation. Maybe the best thing he is to use one of your Premier Success Credits and we can spend an hour going through your configuration and establishing what (if any) changes may be required? Kind Regards Bob
  14. Bob Dickinson

    Report not grouping correctly

    Hi @Dan Munns I just uploaded the definition file and it appears that the grouping has actually been set on the Asset Tag - which if I understand is incorrect? If I change this to Group By the Asset Type - and run the report, it seems to group as I would expect: Can you confirm if this is the same as on your instance? Or let me know if I have misunderstood! Kind Regards Bob
  15. Bob Dickinson

    Report not grouping correctly

    Hi @Dan Munns Could you export the definition of your report (using the "Download" button in the top right corner of the report) and post it here and we can have a closer look for you. Kind Regards Bob