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Conor

Hornbill Product Specialists
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Everything posted by Conor

  1. Hi @Alisha Just tried it out and it works well. I've uploaded my test with a few different examples in there to make it look a bit neater if the request is for 4+ people. Basically the first 2 are dynamic fields, whereas the next 2 are repeated on a separate node. This will mean there aren't too many fields on the form while logging, and it keeps the summary on the right a bit neater too. It will also help the admin side because you can copy and paste nodes, so rather then adding in lots of fields manually you can create one form and copy it as many times as you need. Just make sure the names of each form are different though. I've also added in numbers to each user question so that it's a bit easier to select which question you use for the over ride flags. A lot to try and explain but if you import the attached file into your instance and add it to a test catalogue item you can give it a try. For the question being invisible I don't think it is currently possible... I know there are settings to make unanswered questions invisible but in this case these questions would always have an answer. I will double check though... folder-access.pcf.txt Thanks Conor
  2. Ah ok thanks @Alisha This will be possible with what we have, not in a table format but using dynamic fields. If the nominated customer adds in full name and the access required, there could then be an extra question - Do you want to submit this request for another person? If the customer ticks 'yes' then another question (the original question again) will pop up beneath that with the same options, so the user can log the request for themselves, or multiple people. In the case that the user does go through the questions 4 times for 4 people, these will all be listed in the questions section against the request. It could be just themselves, or it could be several other people, it just depends how many times you want to repeat it within the PC. The authoriser will then be able to easily see the user details, plus the level of access required. This is done using the override flags tab within a question on the progressive capture designer, if the answer to the previous question was yes then show this field. Let me see if I can quickly pull together a very simple example and you can use that as a guide? Thanks Conor
  3. Hi @Alisha I may be mis-understanding the requirement slightly so bear with me, but from what I am thinking this could work well with what is already available. Firstly a service and/or a catalogue item to request access to a folder, with a PC that will ask for customer details (if analyst logging, this doesn't get asked for self service), followed by folder location and then a drop down or radio select option for the level of access required. Once the request has been logged the process will obviously assign an authorisation activity to the relevant authoriser with the necessary information to make an informed decision, but following that the process can then put the details i.e. the folder location, and the level of access into custom fields on the form of that service. From there you will then be able to report on requests against this service with the customer detail, the folder location, and the level of access required, which will then be shown in a table. If the requirement is so that the authoriser wants to be able to authorise multiple folder access requests at once, that is a different thing so before I get into that what do you think of this suggestion? Kind regards Conor
  4. @clampj I'm pretty sure that catalogue items are required on the customer portal due to the lack of a raise new button. There is a setting in the service manager settings as to whether a catalogue item is required ( servicemanager.progressiveCapture.servicedetails.catalogRequired) but this is off the back of an existing progressive capture, which is always there on the analyst side, but is not there on the self service (customer) side, so I believe that a catalogue item will be required on the customer portal to be able to invoke the relevant progressive capture. You will still be able to see the existing requests under the '''All my Requests''' tab though, regardless of service visibility... Have you looked at the Home -> System -> Manage Portals -> Portal Accounts -> Customer ? The security settings at the bottom in particular, this is what I have in mine: It will be something simple, and we will help get it sorted!
  5. @HHH you could present the categories in the progressive capture as a question to prompt the support agent to provide a category while logging, if it is mandatory it must be completed, so don't use this progressive capture for any catalogute item/process that doesn't need a category. You could split out the processes a bit more and for each one that requires a category the process can set it automatically. You could even have a switch to check the details within the process, and if the details require a category then prompt for a category, otherwise skip that part. You can also limit the logging and resolution categories within the catalogue items, so that there is a simple list to choose from per service/catalogue item when the support agent is logging or setting the category within an already logged request. You could also have a simple prompt via a human task within the process as Victor suggests above.
  6. @dwalby It doesn't appear to be possible at the moment. I have the same, and on that type of widget the general look and feel tab mainly relates to the box itself rather than the content. I will have a chat with the designers to get their thoughts. One option is to set the height at 20%. In fact playing with the preview width and preview height options seems to help, 75% width and 33% height seems to get everything on the same line for me. I will have a chat with the designers as I say to see if we can help with this.
  7. Hi @dwalby I have just tested the query and can confirm that it is correct. It is based on the start time that a change has been scheduled for so will only show once a change has been scheduled, and will show any changes that are scheduled to start from tomorrow until 30 days from now. Can you confirm that there are scheduled changes in your instance that are due to start in the next 30 days? Thanks Conor
  8. Hi @lee mcdermott This can be done as part of your standard imports to keep everything simple, as long as the users AD username is the same as the value for last logged in user in SCCM. Simply import the relevant field from SCCM into the h_owner field as @DeadMeatGF suggests, and the assets and the users will link automatically. Hope this helps Conor
  9. Hi @derekgreen If I understand the question right - Once the assets have been imported (whether you get the DB import working, or they are populated by the CSV upload under the asset management app, or manually adding them in), then as long as the assets user is populated in the used by AND/OR Owned by field against the asset then the asset will show under the customers assets tab when logging a call with you. The standard asset details form in Progressive Capture will give this functionality to both analysts in the user app, and customers on the self service to make logging against a particular asset simple. I hope this helps. Conor
  10. Hi @dwalby Try this: SELECT h_itsm_requests.h_pk_reference AS Reference, COUNT(h_itsm_requests.h_pk_reference) AS Linked FROM h_sm_relationship_entities, h_itsm_requests WHERE (h_sm_relationship_entities.h_entity_id = h_itsm_requests.h_pk_reference) AND (h_itsm_requests.h_pk_reference LIKE 'PM%' OR h_itsm_requests.h_pk_reference LIKE 'KE%') AND (h_itsm_requests.h_status = 'status.open' OR h_itsm_requests.h_status = 'status.new') GROUP BY h_itsm_requests.h_pk_reference ORDER BY Linked DESC LIMIT 10 Looks like the underlying table has been updated, which will give us more information on the types of relationships between tickets and services, plus it makes the query a bit easier, but I wasn't aware when I posted the above query. Give this a try and let us know how you get on.
  11. There was a setting introduced to resolve this issue called ManagerSearchField in the import script. The latest script and the supporting information can be found here: https://github.com/hornbill/goLDAPUserImport. The setting was introduced to allow each organisation to choose which field is searched to apply the relevant manager detail for their own AD. By default it searched on the full name, but in the above example it would need to be changed to search the ID of the users rather than the full name to put the correct user into the manager field during the import.
  12. Hi @chrisnutt This was fixed by Trevor a while ago, there was a setting introduced called ManagerSearchField which will change the field that is being searched for the ID of the relevant manager. The details are on this page here: https://github.com/hornbill/goLDAPUserImport and I will update the relevant thread in case anyone else has a similar issue. You will need to download the latest version of the LDAP import script to take advantage of this feature (in case you haven't already). Thanks Conor
  13. @dwalby I have just realised I put the wrong query above, the above query is for the Problems and Known Errors with the most connections. That may also be useful, but the query I meant to post was this one: Select h_itsm_requests.h_pk_reference, count(h_pk_reference) as Linked from h_itsm_rel_requests, h_itsm_requests where (h_fk_parentrequestid = h_itsm_requests.h_pk_reference OR h_fk_childrequestid = h_itsm_requests.h_pk_reference) AND (h_pk_reference LIKE 'PM%' OR h_pk_reference LIKE 'KE%') and (h_status='status.open' OR h_status='status.new') Group by h_pk_reference order by Linked desc Limit 10
  14. Hi @Prathmesh Patel Firstly I have an example (below) of a widget that can be created to show the scheduled changes for the next 30 days, but in terms of getting the actual LIVE change calendar into a dashboard I'm not sure that is possible due to system rights and authentication, etc. I have seen a custom widget added with a screenshot of this months change calendar which works fine. The only thing is that the screenshot needs to be updated each month or each time the data changes. The Change calendar respects the rights of the user logging in to see it, so an IT person wouldn't be able to see changes for HR or any other department that they don't normally have the rights to see. As soon as it is put on a dashboard potentially anybody can see it, and it may go against pre set rights in the application. I'm not part of the development team for Service Manager so I may be wrong but I would think that is why it is not a standard feature. Anyway as I mentioned to display a list of data widget with a custom SQL query this is roughly the query required to show the upcoming changes over the next 30 days based on the scheduled date: select h_pk_reference, h_summary, h_ownerid, h_itsm_changerequests.h_start_time, h_itsm_changerequests.h_end_time from h_itsm_requests inner Join h_itsm_changerequests on h_pk_reference=h_fk_reference where h_requesttype='Change Request' and h_status='status.open' AND h_itsm_changerequests.h_start_time >= CURDATE() + INTERVAL 1 DAY AND h_itsm_changerequests.h_start_time < CURDATE() + INTERVAL 30 DAY limit 10
  15. Hi @dwalby Try creating a list of data widget with a custom SQL query. The query will be something like this: SELECT h_request_id As Reference, h_itsm_requests.h_summary AS Summary, COUNT(h_request_id) AS Connections from h_itsm_request_connections inner Join h_itsm_requests on h_request_id=h_pk_reference and (h_requesttype='Problem' OR h_requesttype='Known error') and (h_status='status.open' OR h_status='status.new') Group by h_request_id order by Connections desc Limit 10
  16. @Tina.LapereI see that in my reports too, I will talk to the relevant people to get that fixed asap
  17. Hi @Tina.LapereI think you may have attached the wrong document, is it the bar chart at the very top (report chart options) or the bar chart per section (the Group section chart options?
  18. Hi @Tina.Lapere Hope you are well firstly. I have added a selection of sample reports here to give you a starting point, these include: Incidents breaching resolution by Team Incidents breaching resolution by Analyst Incidents resolved by Date (prompt) These will give you the basics for the reports you need, there will probably be some minor amendments required but the date prompt and the table required will be in there. To import them create a report and click the green upload button on the top right corner and you can then edit to suit your needs. On another point though - you have the advanced analytics module available, I would recommend taking advantage of that and I'm sure Senior Management would also appreciate that? I can give you examples from my demo kit, but unfortunately they do not export like the reports do so I would have to give you the SQL or the basics that I have for you to tweak? These are some examples: Let me know and I will give you a point in the right direction. Thanks Conor incidents-resolved-by-date-prompt.report (1).txt incidents-breaching-resolution-by-team.report (1).txt incidents-breaching-resolution-by-analyst.report (1).txt
  19. Hi @Giuseppe Iannacone I've been off on annual leave for a couple of days so apologies for the delay. I have also found out that this particular feature is actually still being tested. It can be turned on in your instance but it still has an experimental flag next to it, so it will hide the post in a workspace in the client but not the mobile at the moment. The person that archives the post must also be the poster of the original post, and there is another function of being able to lock the post as part of this setting. The setting is experimental.feature.activityStream.enableChangePostStatus, and this can be found in the admin portal under system-> settings-> advanced settings. I hope this helps, but as I mentioned just bear in mind that it is currently an experimental feature while it is being tested. Thanks Conor
  20. Hi @Giuseppe Iannacone These cannot be customised as you have mentioned, but the all my requests tab and active tab will only show if there are active requests. There is also an impacted and favourites tab, which again will only appear if the logged in user has selected favourite services, or is subscribed to any services that have an impacted status. The text can be customised through the translation strings if required, but the underlying functions will not change. Thanks Conor
  21. Hi @shamaila.yousaf yes that is the report definition - you will have to import it into your reporting suite in the admin portal. Create a new report and click the green upload button on the top right, point it at that text file and you will have most of the report you want, and as I mentioned you will just need to tweak it to your exact requirement. Thanks Conor
  22. Hi @Giuseppe Iannacone It is not possible to delete a workspace post, but it can be archived so it is removed from the activity stream and prevents any further comments being added to the post. It will be visbile to anybody with the rights to see that workspace if they choose to look at the content by clicking show post, but by default the post is then hidden. There is more information available here: https://wiki.hornbill.com/index.php/Activity_Stream_Posts Thanks Conor
  23. Hi @shamaila.yousaf I have attached an example report which is currently set up to show Assets With Active Requests. This can be easily customised to meet your requirement by (after importing it into your reporting suite) changing the filter under the data collection tab to look for the assets you mention and/or the status of the tickets being open/resolved/new. Hope this helps assets-with-active-requests.report.txt
  24. Hi Shalil Glad you saw my last post before it moved, can you also try the below instructions from the wiki: HTTP Proxies If you use a proxy for all of your internet traffic, the HTTP_PROXY Environment variable needs to be set. The https_proxy environment variable holds the hostname or IP address of your proxy server. It is a standard environment variable and like any such variable, the specific steps you use to set it depends on your operating system. For windows machines, it can be set from the command line using the following: set HTTP_PROXY=HOST:PORT Where "HOST" is the IP address or host name of your Proxy Server and "PORT" is the specific port number.
  25. By contrast when I tick these boxes it turns the option off for the user:
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