samwoo

+1

+1 - published catalogs should be visible by default IMO

Thanks @AlexTumber

Good afternoon, I have been asked if there are any sites that uses Unit 4 - Business World On (AKA Agresso) and have integrated with Hornbill by any chance? We have a project team that has implemented Active Directory updates from changes to employee accounts made in Unit 4 Business World On, but are curious to know if anyone has also done this with Hornbill as well? If so, would you be able to provide a brief high-level summary on how you got it working, and if the project team wants a chat, would you be willing? Thanks, Samuel

+1!

Good morning, I would like to request for the ability for Wiki Markup to rendered within Read Only version notes, or, if possible, Wiki Markup to be converted to HTML that's visible in Read Only version notes. This applies to both the ICF and BPM. I am used to seeing released notes from software and game updates so I thought maybe having a well presented and format look and feel would improve the experience of reviewing the changes made by others. Thanks, Samuel

It isn't possible but +1

+1

Thanks @Miro! And thanks for explaining about the date range as well.

Thanks @Miro

Good afternoon, We have discovered a defect with the Date/Time field in the ICF. On our New Starter and Mover forms, we have a minimum date range of 5 days, using the ServiceDeskDefault calendar. It has just been reported to me that users are able to select dates less than 5 days (excluding weekends). Here is the Calendar: So according to the settings the 6th, 7th and 8th should be greyed out, but unfortunately that is not the case as shown above. Here are the settings for the field: This issue is occurring for each form where we have a date range on it. In case you need to see the Calendar as well: This is going to have an impact on any work as the 5-day restriction is there to allow time to get things ready for New Starters and Movers for example. Please can this be looked at with urgency. Thanks, Samuel

Is there a way to prevent users from changing their default date format? Or at least stop the system from outputting dates and datetimes based on user's regional settings and have a global one instead. This would be for users with "Basic" and "User" account types. I changed all the default date formats near about a month or so ago, and some people have changed them back to their preference causing confusion on tickets that have been logged.

Good morning, Has the request to enhance EntityBrowseRecords2 with extra columns for the Requests entity, been picked up internally? Please can someone tag this request as an enhancement (and rename if required). We would like to start reporting on the above columns using API (that only runs once a week) and use it in Power BI but have been unable to. Thanks, Samuel

Hi @Steve G and @SamS, I'm sorry to pick on you both like this, but I'm wondering if you or someone else can assist... Please could we have Requests entity using EntityBrowseRecords2 to return the missing columns I mentioned below? These are the columns that I need: h_rating h_customer_type h_ownertype h_ownername h_fk_serviceid h_fk_servicename h_catalog_id h_catalog h_resolvedby_user_id h_resolvedby_username h_resolvedby_team_id h_resolvedby_teamname h_reopencount h_reopendate h_reopenedby_team_id h_reopenedby_teamname h_reopenedby_user_id h_reopenedby_username h_dateplacedonhold I think it is missing other columns as well for sure... Basically, I have found a way to use to return prior years of "Closed" tickets (by using searchFilter and dynamically determining the year and it works well, allowing me to set up 6 queries to reflect the last 6 years (including the current year): I am just missing some of the extra columns that are in the Entity Browser, but not being returned in the results of EntityBrowseRecords2 that would aid the Power BI Reports. Thanks, Samuel

Thanks @James Ainsworth. In terms of the other issue where error descriptions in log files are no longer displaying, is that different?

Thanks @James Ainsworth for confirming, replicating and feeding back to the developers.

Hi @Berto2002, Thanks for voting up the idea. In terms of your work around, I did have it set up that way at first last year, but there were way too many tasks (in addition to these ones) and the fact we cannot manually set the order of the display of tasks meant things were appearing in confusing orders, this is after I had been setting the priorities between the highest to the lowest, some things have to flow and it wasn't viable, so I put everything into a checklist instead which actually makes more sense. Thanks, Samuel

Good evening, I've noticed this happening a lot in the log files in what I think is the last few months or so, but I haven't been sure what I (or others) have been doing to cause this. But I managed to replicate it this evening, this is what the log file looks like when I try to update the "Purpose" field of an Asset, I get an error with no details. The "Purpose" field is of type LONGTEXT so can hold a lot and this is the only field that is being updated on this occassion. I look in the log files, and all I get is this: And this now makes sense because I received errors elsewhere in the past, not in Assets, and I, for the life of me, couldn't find anything in the logs and thought I was going mad but now I've been able to replicate this, quite a bit of the system is missing the description of errors when errors occur. Has the error logging changed in recent months? Could this be related to the API changes? I hope we can start to see the details of errors again soon. Thanks, Samuel

Thanks @TrevorKillick, it's been quite the learning curve for sure but extremely powerful and compliments Hornbill extremely well

Thanks @Victor now that makes a lot more sense and will cease the use of smGetRequests going forward. I know at Hornbill there is work being done around the API and it's documentation, is it possible to either: Restrict access to this API outside of Hornbill and not have it displayed in the documentation? Add a note or something advising what you said? I think this would be good for any other API's designed for a specific purpose such as this one. Going back to your question, I use entityBrowseRecords2 for the "Active" requests table (status.open, status.new and status.onHold) and this works fine. I then needed another table for "Resolved" requests (status.resolved, status.closed) but I get an error (though nothing in the error logs). If I just use "status.resolved" it works, but if I switch it to "status.closed" the error occurs again. I then did a database direct count of closed requests, and we have a count of over 142600 closed tickets which I am assuming is the reason it's failing so I'm not quite sure what else I can do to get this all out. I am planning to use the information from these record retrievals to display trends in our use of Hornbill since we started using the platform. I also plan to connect to the RequestFeedback entity and other tables, such as the user accounts table for customers and the duplicate table for owners and resolved by users, as well as the teams table, in order to create multiple dashboard pages with drill-down visuals. Here are the ones that work using R Script, but won't work because R Script cannot be published to Power BI online without manual intervention required each time to update the visuals I think eventually we'll restrict the number of years to 5 years prior or something to that effect. There are some other pages as well, and most of it can be drilled down when selecting certain elements making the table(s) update accordingly. This would then be published to a small group of managers in the IT Dept and eventually will be combined with other stats from other systems such as our Telephony system etc. to create a single overall view for the IT Dept.

I only wanted to get the information for reporting purposes to extract the data using API and connect to Power BI. I can't extract all "status.closed" requests using entityBrowseRecords2 since it is well over the limit, and we don't want to use R Script since we want to publish it, so the alternative is to use API to populate the data. Have I overstepped somewhere? If so, I'll stop what I'm doing. edit: And apologies if this is the integrations section, I posted in here because it has API in the name so I may have gotten confused and put the post in the wrong place?

https://api.hornbill.com/apps/com.hornbill.servicemanager/Requests?op=smGetRequests Please can I request an enhancement to this API, where visibleColumns includes resolvedByColumns, is to have it also return the resolved_by_team_id. It has the team name, but not the ID. Thanks, Samuel

Thanks @Gerry - I'll ask those questions to the people who mentioned it and see what they see

I think it would come down to things like the following (but likely not limited to the following): How would members of the public report issues, request for services. It would need to be integrated into the orgs main website. To enable to do things such as (using Local Authorities as examples) request a new bin, new bags, report anti-social behaviour, register to vote, report overgrown vegetation. This would require a very advanced kind of progressive capture which could include having a map that public can pin, integrate with google potentially, have questions where multiple answers can be added dynamically on by the customer etc. It should hold every interaction about the customer, their contact details with full customer lifecycle Managing sales leads and opportunities Forecasting sales based on past data, market trends Marketing campaigns Customer Service (this would be closest to Service Manager) Would need to be able to integrate with other systems (for example to pull data from a Housing system) This is the extent of my knowledge, I'm certain there is more that goes on.

Good afternoon, Has this been picked up and accepted/rejected by any chance? It really is difficult to search in here: Thanks, Samuel