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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

    Assign to request creator

    Hi @Claire Holtham That's right you won't get an error using the approach specified above. But if everyone is part of the same team anyway, you are better off using our standard "Assign to Creator" node and specifying the team name. Kind Regards Bob
  2. Bob Dickinson

    Issue with Saving Reports

    Hi @mojahidm Thanks for the updates. We are able to replicate the save issue and we will look to provide a fix. Thank you for your updates though, they are very useful. Kind Regards Bob
  3. Bob Dickinson

    Assign to request creator

    @gwynne @Martyn Houghton Hi both, We do actually have an alternative to creating a brand new team for everyone that currently exists in the tool. If you use a combination of the "Get Request Information" automated task, and then the Assignment automated task selecting the option Assign to Owner (variable) this allows you to not have to specify a support team as mandatory and set the Owner to be a variable of your choice - so in this case you would use the "Created By" info that was picked up by your Get Request Information node. The way this will work is that it will always assign the request to the creator, but against the first support team it finds for them in the DB. So if they are a member of 10 support teams, it will automatically pick the first one. Then, the owner can choose to manually reassign it to themselves in a more appropriate team if they desire, but it means the request will at the least be assigned to the correct persons. Some screenshots on how to set this up:
  4. Bob Dickinson

    Issue with Saving Reports

    Hi @mojahidm I noticed this with a report I extracted from your instance the other day after our remote session. I have a feeling it is an issue with those reports specifically - they have become corrupt in some way. I will pass this to our developers for investigation, but in the meantime - I know its a bit of a pain but could you try and create a fresh report, and recreate the same criteria as the one in your screenshots. Then make a minor amendment to it and see if the save button works correctly on that? Kind Regards Bob
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. ....I was just about to say that! Thanks @Dan Munns
  13. 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.
  14. 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
  15. 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