painstarmaximus

Hi, Regarding the above, I am also having problems with emails. I have the setting as I believe they should be setup, but emails are not working. Thanks, Lee

Thanks Bob, I will make sure this is done. Lee

Hi guys, Thanks I have cracked it. I did not add the Business Process to the Service Types from within Service Manager. Once question, what is the difference in adding the Business Process from within Service Manager to adding it in Settings (app.requests.defaultBPMProcess.incident / app.requests.defaultBPMProcess.change)? When I assigned the Business Process to Settings only, it did not work. Thanks, Lee

Hi Trevor, Thanks for the reply. I can see why the first was not working. I set it as an Automated task to move the Request on the Board. I need a manual way, so if the User moves the Request to the Testing list on the Board, it triggers the Business Process. Does that sound feasible? The second issue I have attached. I set up a simple process to change the Priority to P4, when updating the Request. I have also added this to the settings. It works when the ticket is raised through Service Manager, but not the Portal. Thanks doc1.docx

Hi, I have made some good progress on using the Business Process, but I have a couple of questions I hope you can assist with; I can create an Automated Task to add a Priority to a Request raised from Service Manager, but if does not seem to work when a Basic Users uses the Services Portal. I have 3 stages in a Business Process, that are; Create a Change Request – this works fine Testing Deployment I have 2 challenges, the first is starting the Testing process. At present, I am using an Automated Task when the Owner moves the Request to Resolved, but not happy with this. I have looked at moving the Request on a Board, but this does not seem to work. The second query is feedback from a Basic User. I would like them to approve testing on the Request before moving to Deployment. I have tried an Automated Task on when a Request is updated, but I cannot get this to work. I hope this makes sense. Thanks in advance. Lee

Hi James, Sorry for the delay in replying to this post. I can get this to work, but only if raised through Request Manager. I cannot not get it to work when used through the Service Portal, where most tickets will be raised. I have set this to Incident and Service, but not sure what I am missing?? Thanks, Lee

Hi, I have created a Business Process and need some more help. I have 3 stages; Create a Change Request – this works fine J Testing Deployment I have 2 challenges, the first is starting the Testing process. At present, I am using an Automated Task when the Owner moves the Request to Resolved, but not happy with this. I have looked at moving the Request on a Board, but this does not seem to work. The second query is feedback from a Basic User. I would like them to approve testing on the Request before moving to Deployment. I have tried an Automated Task on when a Request is updated, but I cannot get this to work. I hope this makes sense. Thanks in advance. Lee

Thanks...just reading it now.

Hi, I have been asked is there any way we can create a process to automatically raise a Request on a timely basis. For example, can a Request is raised on a quarterly basis, so that certain checks can be completed. Thanks, Lee

Hi Alex, Thanks all working now. I did not have the dashes in. I copied it like Progressive Capture. Regards, Lee

Hi all, I think I am missing something really simple, but could I have some help on Business Process please. I am putting a simple test together to do the following; Add a Priority of P4 to a Request Change the Status to On Hold I have created a new Workflow that has 2 automated tasks. The first adding a Priority and the second changes the status to On Hold. I have activated this Workflow and assigned to app.requests.defaultBPMProcess.change. I have then tried to create a new Change, but the Workflow is not kicking in. I understand what the Business Process can do, but I'm missing something here. Thanks in advance. Lee

Hi, I would like to see them on a daily basis. For example. Mon 25 10 Opened 7 Closed Tues 26 15 Opened 9 Closed Weds 27 8 Opened 7 Closed etc.. I would like to put this on a bar chart. Hope this helps. Lee

Hi, Thanks for the reply. I have tried measures and widgets, as I would like to display the information visually. The problem I see is I can work out the total number of open tickets at the END of the day (I have already created this), but I cannot seem to run it to show the number OPENED on a particular day, and then trend this over a number of days. I trust this makes sense. If there is a way of doing this, it will get around the challenge I am having. Thanks, Lee

Good morning, I would like to create a SQL query in the Beta Reports to display the number of tickets raised or closed today. The only way we can see doing this is using either sysdate or currentdate on h_date_logged, but we cannot seem to get it to work. I know it is MSQL but could you kindly confirm if this can be done. Thanks, Lee ADMIN EDIT: Hornbill uses MariaDb, not MS SQL

Hi James, Hope you had a good weekend. I have noticed something else (I think). When someone within MIS raises either an Incident or Change from within Service Manager, it does not appear in the CLOSED view. For example, this morning I created and closed two tickets for two different people (SR*1114 and SR*1115), neither appear in the view. I will keep testing but hope this helps. Lee

Hi James, I have found a number of tickets, that appear on my Beta report, but not request lists. I have looked at the Organisation structure and it seems ok. Can you please advise more on the Services allocated, as I'm not too sure what you mean. It's Friday, hope I can be forgiven :-) Thanks in advance. Lee

Hi James, Thanks, I will take a look, Lee

Hi all, More of an issue I think. I have created a view in Request List to view all closed tickets - STATUS - IS - CLOSED I have run a Beat report query to look at the same information, and the number different is quite different (819 in beta reports to 573 in the Request list view). I have checked Roles, Users and Organisation and it all seems fine. I can also see the ticket in the Request List when I search (support - reference is SR0001053), but still no luck. Hope someone can help. Thanks, Lee

Hi James, Thanks for the update. We will probably leave for now.

Hi, I would like to raise a Development Request please. On the main request list, is there a change a 'Last Update By' field can be added? We have Last Updated, but it would be useful to know, at a glance, who has amended the ticket. Attached is an example screenshot. Any questions please come back to me. Thanks, Lee Doc1.pdf

Afternoon all, Is there anyway we can allocate a default Priority value to an Incident or Request? We do not ask our teams to add it on request and is done when allocating to a IT colleague. Hope this makes sense? Thanks, Lee

Thanks Trevor, Will do. Lee

Hi Trevor, Thanks for the reply. So somewhere along the line, it has stopped? So when I am reporting, using a report or widget to count number of tickets of a particular category, it reports the line twice. Can you advise how this may be resolved? Thanks, Lee

Hi all, I have created some reports within Hornbill that include a sub category. What I have found is some of the values return contain a hyphen, as attached. It does look like t has stopped (since 11/1), but was wondering what it could be, and if I could remove them. Thanks in advance. Le error.doc

Hi Martyn/James, Thanks for your responses. I will probably wait for the 'News and Bulletin' feature. Thanks.