Shamaila.Yousaf

Nice one!

Thanks @NadeemMazhar. I've had to get someone to show me how to do this via the reports...it is rather confusing to tell you the truth...:( I did see the webinar however; I'm a little slow on the uptake...I'm sure practise will make perfect:). Regards

I have the ability to export from the 'Request' view however; I am unable to export from the IT Asset Inventor. I have been assured that my rights are setup correctly. Am i to assume that this is not an option? Thanks as always.

Thanks all!

I have uploaded a number of our documents in Document Manager and shared to my team. I have tried dragging and dropping the file from document manager into a service request and it doesn't allow me to do so, silly question but is this the correct way to do this? Regards

I would like to know the best way to meausure a suppliers SLA (fresponse & fix). There are 2 things i need - not sure if I can get this from the same report. 1. Measure the supplier's performance - supplier will send us an email when they confirm receipt of our call - this would measure the response. - supplier will send us an email when they have completed the call - this would obviously measure their fix. I'm hoping for calls to be updated once the emails are received by the supplier rather than emails sent to our mailbox and we manually having to update (work in progress) 2. The report would also need to include all calls logged under the supplier's assets belonging to to the supplier allowing us to see number of fault, description f fault as well as total downtime against each asset: All the assets have been tied to the supplier - the report would need to include: asset number (MFD) reported fault updates received from the supplier call closure notes the resolution category (we have a third level category to identify if the fix was an internal repair or a third party supplier repair). In the old version of supportworks I was having to import the details into Excel, and manually having to go through each call to get the details above and incorporated the use of pivot tables. Your assistance and expert advice on how best to arrange would be greatly appreciated. Regards

If one was to post a dashboard on the service portal and mark as 'public view' (our service portal customers) how would this need to be done & where would the dashboard appear? Regards

Can't thank you enough for all your support - It's true what they say..."not all super heroes where a cape"

I would like to create a widget to see which departments are logging the most calls via email so I can look into targeting these areas to promote / increase the Customer Service Portal. Any ideas if this would be a possibility and how I would look into arranging? Your assistance is greatly appreciated as always. Regards

I managed to move forward with the status.open & status.resolved issue - mistake my end. Thanks for the MAKEDATE as well as confirmation of the above. It would have been an epic fail if I didn't add the date to the countlist! So my numbers looked correct - excellent. As a follow up to this I wanted to do a separate widget to see how much from the closed & resolved were within fix for this calendar year. I am sure I have the below correct - just need someone in the 'know' to confirm. (h_status = 'status.resolved' or h_status = 'status.closed') AND (h_withinfix='1') AND (h_fk_servicename = 'IT Support') AND h_dateresolved >= MAKEDATE(YEAR(NOW()),1) Thanks to yourself @Bob Dickinson I am a lot more familiar with the reporting...I may have a few more queries but am a lot more confidence and the playing back the webinar has been mega useful too! Regards

*Firstly, am I correct in thinking that status.resolved is not included in status.close? I have tried entering as appropriately.

I am trying to work out how many calls we have resolved this calendar year under the IT Support Service Name in a form of countlist. Firstly, am I correct in thinking that status.resolved is not included in status.open? I have tried entering as h_status = status.open OR (h_status = 'status.resolved') and the figure shown is incorrect. Secondly, the resolved figures do look correct but I haven't specified the to & from dates...so can't guarantee that the figures shown are for this calendar year or is this not required? Apologies in advance, I am a beginner to do this so still trying to go through the basics. Thanks for your assistance in advance, Resolved 2017.docx

I seem to have the Access User Rights as you have specified, still no 'Assets' appear in the Global Search

Thanks @James Ainsworth re: asset. I will have someone apply us with the access rights. As for the search tools....you do make it easy for us - yet again missed my end:(. Mnay thanks for your ongoing support will all my queries. You guys are great!

I saw a Hornbill video a while back and I noticed that the Global Search included 'Assets'. Do we need to make amendments our end to have this added to the Global Search? Also, with regards to the Global Search, I noticed for a short while that there were additional filters under the Global Search which allowed more of a thorough & efficient search...This however; disappeared. Any ideas why this would be the case and whether this would be brought back?

You came to my rescue again Bob! Thanks Incidents appear correct as I included IT Support as the service name. The number for open service requests seems to be a little out but this is due to the Document Services service being shared by IT Services and the Estates Team. Can we add a filter to include if owner is joe bloggs then do not include? If not, then not to worry I will leave as it is. Many thanks for all your contributions

Current Requests.docx

In our instance, IT Services are not the only team who are using Service Manager. We have our Estates Team using it and in future will have other teams using also. I have created 2 countlists, one for open requests and another for open incidents - the numbers are not correct so assuming that I need to include an additional filter to include IT Services and not our Estates Team. What do I set the filter with?...by our services? We have 2 services, IT Support & Document Services. Please see attached current filter, let let me know how i can arrange these numbers to appear correctly.

Thanks Bob, that worked a treat! Regards

I was advised by @DeadMeatGF that our ID is: derbycollege/itservices/ITSupport/it_service_desk/ So I have amended the filter as below: h_id IN(SELECT MIN(h_id) FROM h_itsm_request_team_assignment WHERE h_user_id != 'No owner specified' AND h_previous_user_id = 'No previous owner' AND h_team_id = 'derbycollege/itservices/ITSupport/it_service_desk' GROUP BY h_request_id) AND h_request_id IN(SELECT h_pk_reference FROM h_itsm_requests WHERE h_source_type is NOT NULL AND h_source_type = 'Email') Still no data displays...I am so so sorry!

Hi Bob, Thank you for spending the time on showing me the above. I have copied & pasted the filter above and amended the team ID appropriately and it displays no results? Please see attached.

I have created a widget a few days ago and upon setting I selected the sample from & sample to. Sample to which I used was the 'Today' option. I noticed today that the numbers had not been updated as the numbers appeared last time i checked? After rechecking the 'sample to' i noticed that the set today date did not appear as 06/07/2017, the date showed (I think) was set to the date I created the widget. Should the numbers not roll over automatically to today (or day before as they updated at midnight)? Your assistance is appreciated as always. Regards

Hi Bob, Thanks for the above. I'm trying to find out from my colleagues, how to confirm the name of my team. Once I find this out I can give the above a try. I'll keep you posted. Regards

Hi @Daniel Dekel. It is miraculously working now? Thanks for all your assistance with this. Regards

Hi @Daniel Dekel Thanks for your reply back. The tag being entered in the global search is definitely correct, i can see the name of all the tags in the Tag Cloud so no errors from that point. I've tried a search on a number of tags..it doesn't look like the global search for tags is working. The global search does work as i've tried doing a search from requests.....#confused