Conor

Hi Andy The data is definitely not lost, it will be stored in the database so it sounds like we need to simply update the filter on the report to accomodate all analysts. Firstly how are you running this report - via the personal dashboard within the Service Desk view, the reporting suite in the administration portal, or the advanced analytics? Thanks Conor

Hi Derek This could be because a particular setting needs to be enabled. Can you check if the setting security.database.allowSqlQueryOperation in the advanced system settings is set to true, and if it is not then please change it to true (ON), and try the clear down script again. SQL Query was unsuccessful - this occurs when the utility is prevented from running the query to obtain the list of requests to delete. This happens when the system setting security.database.allowSqlQueryOperation is set to false (OFF). To successfully run the utility, this setting must be set to true (ON). It can be found in Hornbill Administration > System > Settings > Advanced, and filter on "security". Give this a try and it us know how you get on Thanks Conor

Hi Derek You need to specify that you want to clear the requests from your instance within the conf file, so the string in the conf file needs to read: "CleanRequests": true, At the moment yours reads: "CleanRequests": false, Give it a try and let us know if you are still having problems

Hi Ralph You are correct that being able to see other teams requests is possible in Supportworks, and it involves heavy filtering (customisation) or a change in system rights to limit an analysts view to change that in Supportworks. With Service Manager we have taken a different approach in that each analyst will only see what they are allowed to see based on their rights. This means that there is no need for long consultancy projects to bring other teams or departments into Service Manager at the same time as the existing team or department, and keep information pertinent to that new department completely partitioned from the old department. Facilities and HR can co-exist on the same Service Manager instance as IT for example, whilst keeping request information separate automatically based on the rights of each team/department. We have added various ways to still enable analysts visibility of requests as appropriate. As you mentioned the BPM can add those with visibility requirements to each request as members, or each analyst can be added to the relevant team which will give those users visibility in the My Requests drop down of the request list. They can also be added as a user that can support that service in the service configuration. Another method to gain visibility is to add the required requests to a visual board via a BPM, or even set up the BPM to push out notifications to a particular workspace so that key points/stages of a request would be shown in a central area for all members of that workspace to see. So in summary this is by design, but there are many ways to meet your requirement and provide visibility to the key members of your organisation. The way you mentioned in your post is certainly a popular method (adding members via the BPM), but there are few others mentioned here that may potentially work better for you. Feel free to give it a try and let us know how you get on. Thanks Conor

Hi CMason76 Thank you for your post. I have attached an example of a report based on the time spent for a specific analyst on a specific date against request tasks. This is an example of how your report can be created within the reporting suite, and you can import it in to your reporting suite easily with the upload button in the top right of the report. Because it is an example it may not fit your requirement perfectly, but it will point you in the right direction, so feel free to tweak according to your specific requirement. I hope this helps Thanks Conor new-report.report.txt