samwoo

Thanks @TrevorKillick

Do we need to contact them in advance? Thanks, Samuel

@Victor thanks Fingers crossed for this idea

I can totally understand why it shouldn't be on by default, however there are sources we know and trust that wouldn't have all the extra attachments and signatures so I'm pleased that it's on the Dev List for development at some point in the future Thanks, Samuel

Ah no it doesn't, since its an automated email from an external system from another company so no way to generate a Hornbill reference to include in the subject or body. I guess there is no way to do this. Thanks @Victor, Samuel

See this post: Someone asked a similar question a little while ago - maybe now Hornbill might have an answer of some sort @Victor - might you know?

Thanks @Vic, Can I request for an enhancement for the ordering of the list to sort by Status first (status.open, status.onhold, status.resolved) then by Request Reference? Hmm it doesn't seem to be doing that for us, if I were to open an email from within the Request to re-apply the non-attached attachments to the ticket, I have to manually find the Request Reference or paste it in to select it... is something amiss here? Thanks, Samuel

Annnnnnnd i've put this topic in the wrong location - it should be under "System Administration" -> "Business Process Automation"

Hello, I would like to request the ability to auto-add associated assets to a request via the BPM. The node should have the following options: 1. To choose the type of entity (ie. Owner / Customer / Connection of specific type - where there is only one of that type in the connections list) 2. To choose the types of Assets Types to add (All, single type or multiple types) 3. To choose whether or auto-add associated assets where the entity is the "Owned by" and/or "Used by" or both, with the potential to add other fields as new ones are introduced in the future In particular for Leaver Requests, this would be extremely useful to return ALL the existing assets the leaver connection entity owns or uses. Thanks, Samuel

Hi @NeilWJ, That would be great - at least to make it more presentable upon opening it without having to make it manually look good each time you open it (especially when running them frequently). If there is a possibility of automatically showing the filter arrows as well would be great. Cheers! Samuel

Hello, Every night we receive an email from another company into the Hornbill inbox which contains files we need to upload into another system. We have an auto-routing rule which creates the ticket in Hornbill automatically. Because we cannot set this auto-routing rule to automatically apply attachments to the request, we are having to manually go into the email using the Source: Email then ticking the attachments to apply them to the request. However... I was curious as to why the "related" requests are sorted in an order where the "Open" tickets are on the last page? And is there an explanation as to why the email is unable to auto-identify the request that I am applying the attachments to after a ticket has already been raised for it using the Auto-Routing rule? If we have the option within a specific auto-routing rule to auto-attach files (they have no signatures or any other images) then we wouldn't need to do this... If this is not going to be an option for now or at all, I was wondering if the order of requests when applying an email to a ticket be changed accordingly so the Open tickets are on the first page? See the open ticket is on the last page. Can this be improved in any way? Thanks, Samuel

Hi @James Ainsworth and @Martyn Houghton, Thank you both for your input. Some interesting ideas from Martyn, and to include any sort of configuration for this - having it in the Service Desk app sounds like reasonable location. Since as of current we are the only department using Hornbill, calls start from Tech Support (Service Desk), then follows the Applications Team, then follows Infrastructure, so everyone can have visibility of everything and anyone reassign a call to the relevant teams should the need to do so arises. We obviously do have each teams broken down into more detail on Hornbill but that is the "essence" of how we work and provide the service we can. Thank you! Samuel

Hello @ArmandoDM, Thanks for your assistance, I am getting the hang of the Service Manager reporting a little bit. I recently found out that I could actually in fact use part SQL in a custom query to reference other tables if necessary. Anyhow I will take on your suggestions and give this another go later today. Many thanks, Samuel Wood

Hi @NeilWJ, Many thanks for getting back and investigating this. Yes I can confirm the report output's with the correct values as opposed to the Report preview. At least I am aware so wont be worried about it now as long as the data comes out ok on the report. Another question - regarding the XLSX output, is there a feature coming that will allow the report to be appropriately formatted? The Data preview table is nice to view but the output on the XLSX file itself isn't Thanks, Samuel Wood

I mean I ran it and it didn't take long to run at all

hello, I have made a report which combines a few tables in order to pull information related to Leavers requests, including the assets linked to those requests. Whilst it initially worked, I wanted to get the "Asset Type" name attached to it, so as soon as I joined this table and included the field, the Asset Name column is now sharing the same details as the Asset Type Name column. If i remove the Asset Type Name column, the Asset Name column reverts back to the actual asset name. That was probably confusing I have attached the report definition file... tech-support-equipment-assets.report.txt You can also see the screenshot below: Without Asset Type Name With Asset Type Name As you can see the Asset Name column shares the AssetTypes->Name fields. Can someone assist? Thanks, Samuel

I know exactly how you feel there. I've tried to look at it, and I was hoping there would be some sort of flowcode beautifier tool... but unfortunately there was nothing there that could help me read the BPM in an easy way so it took me quite a few squints and line breaking in Notepad++ to find what I thought would be a suitable way to search for errors.] it has worked so far and I am now returning nothing in the list when using the query above along with h_status not in ('status.closed','status.cancelled') It hasn't returned any "working" BPM's at all, so I wonder if there is a small chance that our setup is slightly different? Thanks, Samuel EDIT: Refined SQL SELECT h_bpm_id BPM_ID, h_bpm_instance.h_name BPM_NAME, h_pk_reference REQUEST_REF, h_datelogged LOGGED_DATE, h_fk_servicename SERVICE, h_catalog CATALOG, h_status STATUS, CONCAT('https://admin.hornbill.com/<INSTANCE>/app/com.hornbill.servicemanager/workflow/bpm/!',h_bpm_id) BPM_URL FROM h_itsm_requests JOIN h_bpm_instance ON h_bpm_instance.h_id = h_itsm_requests.h_bpm_id WHERE ( h_bpm_instance.h_state LIKE '%"status":"failed"%' or h_bpm_instance.h_state LIKE '%<error>%' ) AND h_status not in ('status.closed','status.cancelled') order by h_datelogged desc

Very interesting indeed! Is it odd that I am not finding any requests since March 2018, when using the term '%<Error>%' in the query ? Is there another sure-fire way of detecting any BPM errors? Thanks, Samuel

Interesting, because all the requests that are being pulled out... are the ones that have errors on them... and we've been resolving them :O (And they are being removed from the list once they are fixed) Thanks for that, slipped my mind. I couldn't see your changed so just in case I put in ####### instead. Thanks, Samuel

If anyone is interested, i've had good luck with this SQL: SELECT h_bpm_id BPM_ID, h_bpm_instance.h_name BPM_NAME, h_pk_reference REQUEST_REF, h_datelogged LOGGED_DATE, h_fk_servicename SERVICE, h_catalog CATALOG, h_status STATUS, CONCAT('https://admin.hornbill.com/######/app/com.hornbill.servicemanager/workflow/bpm/!',h_bpm_id) BPM_URL FROM h_itsm_requests JOIN h_bpm_instance ON h_bpm_instance.h_id = h_itsm_requests.h_bpm_id WHERE h_bpm_instance.h_state LIKE '%"status":"failed"%' or h_bpm_instance.h_state LIKE '%<Error>%' order by h_datelogged desc

Hi @ArmandoDM, Many thanks for that - i'm struggling to also incorporate the "Owned By Name" in there alongside the "Used By Name" Might you have an idea of how to put these separate fields, onto a single line? I tried to use 2 audit tables with aliases as well as 2 h_cmdb_assets tables with aliases, but I gave up after trying after returning no results. Is there a possibility of having a way to incorporate SQL into the Reports area for scheduling one day? I know people have asked for it before, but not sure what the current status is? To be fair a lot of people in my department are fluent in various different types of SQL so i doubt it would be an issue. Thanks, Samuel

Hi @ArmandoDM, That is effectively what I am looking for, but being able to include some asset details such as the status, description etc. Thanks, Samuel

+1

I made a mistake in the title - it should read Reporting on a Customer's Assets as well as their Asset History AND I also made a mistake in the first line of my post - it should read Does anyone have any tips for creating a single Report for a Customer's current Assets, as well as their Asset History?

Hello, Does anyone have any tips for creating a report where I can search by the customer's FIrst Name and Last Name, as well as that person's Asset History in a single report? I've tried doing it using the Audit table and Assets table but it's proving a little tricky... I hardly ever use the Service Manager Reporting Tool in Hornbill and tend to rely on Database Direct for any one off or infrequent queries, but this report may be run multiple times by different users every week... who have little to no SQL knowledge and i'm stuck. Thanks, Samuel