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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. Setting up h_datelogged measures after a specific date

    Hi @dwalby 1) The number of samples is defined by the "Maximum Sample History" option on the measure. If you have 52 specified there, the measure will return the last 52 weeks samples, regardless of what you put in your Query where clause. In this scenario, its going to get the last 52 weeks worth of samples, but I would only expect the most recent one to contain a value higher than 0 (because the most recent sample is the only one later than 11/02/2018. The only way to over come this is to start with fewer samples - or at least reduce the Scorecard Limit down to a small number so you only see the recent samples from the past few weeks on your screen. 2) If your most recent sample is still showing 0 - I think this is because you do not have the date criteria in single quotes. Add them around your date in the Query Where Clause (2018-02-11 00:00:00) - just like you have for the words 'Incident' and 'Service Request' - then save and resample. The very last sample should contain the count of last weeks calls. Hope this helps, Kind Regards Bob
  2. Open Aged Incidents

    Hi @Prathmesh Patel and @HGrigsby The issue with the above chart is that you are looking at aged incident in February as a whole - but if you think about this, it actually just going to be giving a snapshot of the open aged incidents at one point in the entire month. For example: If you checked this on Feb 2nd: 0 to 1 Days: 30 2 to 3 Days: 15 4-10 Days: 8 11-20 Days: 4 21+ Days: 2 If you checked this on Feb 20th: 0 to 1 Days: 21 2 to 3 Days: 11 4-10 Days: 6 11-20 Days: 3 21+ Days: 1 When the sample actually runs on Mar 1st 00:00:00: 0 to 1 Days: 15 2 to 3 Days: 10 4-10 Days: 3 11-20 Days: 2 21+ Days: 0 So your "monthly" count here is actually just reflecting 1 point in time. This may be fine, and you may want this - in which case we can create 5 measures to capture each of the ranges, and have it run once a month - and show it on the same widget. But is this actually what you are looking for? If so, I can potentially provide you with some definitions. Unfortunately we won't be able to perform the SLA "Met/Breached" sub grouping like in the chart example above because we can't group on multiple measures. But you could have 2 widgets side by side - one show the Met numbers and one showing the Breached numbers. Kind Regards Bob
  3. Export closure category profiles

    No problem @nasimg Just to go one step further, one of our developers here have literally just taken the above SQL and created an export option - very much the functionality you were originally looking for: This will be available in the next admin build, for anyone who has the Superuser Role with Database Direct enabled on your instance. Kind Regards Bob
  4. Export closure category profiles

    Hi @nasimg You are right, we don't have an export option - I've just had a look for you and have created a query that will extract this in a nice format for you - you can run this in Database Direct. I was hoping to build this as a Hornbill Report, but we currently have a small issue with the joins that we are looking into - once thats resolved, I'll send you the report definition as well. Couple of points: If you also need to look at your logging categories, just change the WHERE criteria from ''Closure' to 'Request' This goes down to 3 levels - if you have any more than that, you will need to amend the code to add these in SELECT p.h_name as profile_type_name, c1.h_name as level_1, c2.h_name as level_2, c3.h_name as level_3 FROM h_sys_profiles p LEFT JOIN h_sys_profiles c1 ON c1.h_pid = p.h_id LEFT JOIN h_sys_profiles c2 ON c2.h_pid = c1.h_id LEFT JOIN h_sys_profiles c3 ON c3.h_pid = c2.h_id WHERE p.h_name = 'Closure' ORDER by level_1, level_2, level_3 I hope this helps Kind Regards Bob
  5. % SLA Breached Current Month

    Hi @yelyah.nodrog Sorry for the delayed response on this one. Whats likely happening here is that your date ranging column is adding in additional "hidden" criteria i.e. Date Resolved = Yesterday What you can try doing is setting the date ranging column to empty. This will then run every night based only on the criteria in your where clause. Please keep in mind, because this will be a real time running calculation, you will not be able to get any past history of this - it will start recording from the day you create this widget. This means once you are happy its working, its important NOT to resample the data, otherwise you will lose the recordings you have had so far! I hope this makes sense, Kind Regards Bob
  6. Percentage calculation on widget

    Hi @Joyce This might be possible but I don't think I have any examples. Would you be able to provide a couple of screenshots of the two existing measures that you have set up at the moment, and I'll see if I can replicate and come up with a solution for you. Kind Regards Bob
  7. Meantime Between Failures

    Hi @Darren Rose @Joyce Glad this is working well for you. To answer Darrens question, if you would like to filter this down even further to this year only you can add in criteria to the FROM field as per the following: I hope this helps Kind Regards Bob
  8. Percentage calculation on widget

    Hi @Joyce This is not something that's possible at the moment - I'll raise this internally and see if there is anything we can do to accommodate this. Kind Regards Bob
  9. Meantime Between Failures

    Hi @Darren Rose I spent a little bit of time last year looking at achieving this for another customer - have a look through this post and see if it gives you some ideas: Kind Regards Bob
  10. % SLA Breached Current Month

    Hi @yelyah.nodrog This is very difficult to do via the standard "List of Counters" widgets (I've just spent the past 30 mins trying to work it out without much success). We might need to see if we can improve support around this. However a good alternative we can do which I think supports your needs to to show the latest measure result in a widget, as a percentage. To do this, you can use a Target Counter widget instead of your usual "List of Counters" You then simply select the measure you want to use, and an Icon: This will work well for your monthly counts - obviously with a measure, the closest to "real time" we can get is daily, which means that this counter would refresh overnight if that's the frequency that you have against the associated measure. Would this work for you? Kind Regards Bob
  11. Performance issue?

    Good Morning, We are currently investigating - will be back with an update very shortly Kind Regards Bob
  12. Report Issues

    Hi @AndyColeman Just to close this thread off, as part of our Success Call earlier today - this was resolved by changing the Date Criteria on your widget from "Date Logged" to "Date Resolved". Let us know if you experience any further issues with this Kind Regards Bob
  13. Average tickets reports

    Hi @Joyce The issue here is I think that you are using "Average" in a measure for a value that only has two outcomes (being reopened or not) A request being reopened is either true or false (or 1 or 0). In 1 month, if you had 50 requests, and only 2 of them were reopened, the average of this (with the 1 and 0 values) would be 0.04. This doesn't really give you much useful information. A better report in this example would be The Number of Service Requests Reopened Monthly. For this, just change the Value Aggregate from Average to Count. If you wanted the average, this would be better suited to a widget, getting the average across a number of months e.g. "Average number of requests reopened. The SQL needed for this is below (but I'm not sure this can replicated in a widget yet): SELECT AVG(a.count) AS avg FROM ( SELECT count(*) AS count, MONTH(h_reopendate) as mnth FROM h_itsm_requests where h_reopendate is not null GROUP BY mnth) AS a Kind Regards Bob
  14. Hi @Martin.bowman Yes, the Dashboard Viewer role is required for any user who needs direct access to a dashboard within Hornbill. Kind Regards Bob
  15. Hi @Martin.bowman Whilst perhaps not the solution you are specifically looking for, as a workaround, each dashboard in Hornbill does have a unique URL which can be bookmarked to avoid the multiple clicks through the admin tool to reach it. So you could distribute this to your users in the interim. Kind Regards Bob