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Geoff Soper

Hornbill Users
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Everything posted by Geoff Soper

  1. Yes - this has fixed it - Thanks Steve
  2. Hi James - I only see 3 reports, but I get emailed my monthly reports that I need to amend, but can't see any of them - we have a lot more than 3 reports. This is all I can see and two of the reports were created yesterday.
  3. Is there a way of identifying a customer's assets during the progressive capture and able to select one? Thanks
  4. On attempting to create a report from h_itsm_requests - this table is no longer selectable from the drop down - which table has this been replaced with? Thanks
  5. I cannot see reports, widgets, measures and dashboards on the Admin pages to amend that I know are there to edit them. My role access has not changed. Any assistance would be appreciated - thanks
  6. Hi, I am trying to tidy up some of our asset that have dates in h_annual_maintenance_review_date, but I cannot manage/see any asset types with this attribute - am I missing something? Thanks
  7. Thanks both - for some reason I just couldn't see them yesterday
  8. Hi, I have managed to use the translations, but can't find static, u position or u height anywhere - can someone point me in the right direction? Thanks
  9. Thanks Steve - I was looking to cover all the bases by looking at staff using our self service portal, start raising a call, but don't actually raise a call.
  10. I suspect I might know what the answer is, but this question has come up in an SDI questionnaire. Thanks
  11. I am trying to join our procurement and finance teams up with the information stored on the CMDB and it would be really helpful if the following fields were added to the financial properties for assets. The fields are required as part of the information we need to supply to GDS (https://www.gov.uk/government/organisations/government-digital-service) Assurance Level Spend Category Contract Tiering
  12. Any chance that this can be increased, the current limit is 64 chars? I have a number of software applications that are over 80 chars in length when attempting to import from SNOW License Manager.
  13. I have a number of issues around the current implementation of Services. This may be partly due to how we have set the portal up, with just 5 icons available for our internal customers - 1. What's not working, 2. Request Something, 3. People, 4. Information and Advice and 5. Security, but not wholly. 1. Whilst enhancing our progressive capture there is no way to assign a service (that is recorded in the Service Portfolio) to the call 2. You can however link a service manually. Custom fields have been added to our incident process to record start, end and total outage of the service - but there is no functionality to associate this outage to a linked service 3. Service outages can be recorded in the Service Portfolio when you change the status to unavailable or impact, but there is no way to add missed outages or incorrectly recorded outages. Solutions to all 3 issues would be appreciated as service availability reporting is essential to any ITSM function.
  14. We have a number of measures and widgets that have to be updated routinely when staff leave or move to different teams within IT. If a column could be added called h_createdby_teamname this would make a lot of measures/widgets easier to maintain and less admin when we have any staff changes. Existing: h_requesttype IN ('Incident') AND h_createdby IN ('AVAUG', 'TJACK', 'REDWA', 'ASALV', 'ROSMO', 'AHOLL') Proposed: h_requesttype IN ('Incident') AND h_createdby_teamname IN ('Service Desk')
  15. Following the update yesterday we are still unable to carry out global searches and link calls.
  16. That's fine, thank you both for the analysis - I never make any changes on a Friday :-)
  17. Dave, It is the latter. See BPM workflow below - to me it looks as though everything is logically in the right place, but it I need to move the Start Resolve Timer to later in the flow - thanks
  18. Dave, This is an example of one of the rules - my team didn't create any of the rules - this was part of the implementation provided by Hornbill. Thanks Geoff
  19. Dave, The priority is not set via the BPM process - this is a manual step along with category and assigning the call - when these 3 steps have been completed the response target is set and the the resolve time is calculated, which is where our issue is. Thanks Geoff
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