samwoo

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

Hello, Sorry to bump this up - any thoughts? Thanks and have a good weekend!, Samuel

Hi @NeilWJ, Thanks for the speedy response and resolution! Cheers!!! (beer) (Where is the beer icon??) Thanks, Samuel

Hi @Victor and @Martyn Houghton, Thanks for responding - yes I would like the ability to use a variable to re-assign a ticket back to the resolving team (with the option under the same action to reassign it back to the resolving Owner, should a particular service require it). Thanks, Samuel

Hi @James Ainsworth and @Martyn Houghton, Sorry for not replying sooner. What we need is a way for a call to automatically be assigned to the "Supporting Team" of the Service, but without restricting any visibility of the requests for the other teams. This will also help when it comes to storing the name of the "Supporting Team" of the Service in an Email Template and possibly for other uses too. We will still require the ability for these requests to be reassigned to other teams if necessary for example if someone logs a ticket under the wrong service which can happen, or for a request to be escalated to a different team (such as Infrastructure) etc. We have a open environment/policy here so everyone can see everything. And since the IT Department are the only users of Hornbill, this is not an issue. There may come a time when we will need to start restricting things in greater detail, but at the moment this is not the case and probably not for a long time. I hope this helps with my query? Thanks, Samuel

Against the Service, we would like to set the Supporting Team, but to not restrict the visibility of requests (unless specified). Can this be done at all?

Hello, Help! I am unable to delete a BPM Stage Template! Whenever I press the Delete button, the page automatically goes straight to the "Service Manager" page... i've tried this on IE11, Chrome and Edge. I'm not fast enough to click the "Yes" button when it appears... I have actually just tried it again and by luck I managed to get it working simply by holding CTRL then clicking the delete button then pressing "Yes". Is this the intended effect? If so that's a great idea to prevent accidental deletion. Is there a way to overwrite a stage template? Thanks, Samuel

Hello, Can we also add a way to identify whether a request was reopened in the IT Portal or in Service Manager? Thanks, Samuel

Hello, I would like to be able to allow users to re-open tickets without a team or owner and let the Business Process to auto-assign to the relevant teams. I am making a change tonight which will automate the resolving a reopen process (which also relates to another call I raised about not being able to re-assign to the resolving team). When a ticket goes into the "Service Desk" holding area after being resolved, we need users to be able to reopen tickets WITHOUT a Human Task. Unfortunately I had turn ON the setting: app.request.allowResolveCloseWithoutAnalyst To show the resolve button so users can reopen the request. If i had this turned off, then users would have had to assign the ticket to a team as well as setting an owner. Once that is done ONLY then they can reopen a ticket. It's not ideal hence the reason for turning the setting ON. I am now forced to think of a way to detect whether there is an "Owner" of a ticket and force them to set an Owner if there is none - which I didn't really want to do. Can we have it so "Reopen" becomes its own button along the list of actions if a call is Resolved? Thanks, Samuel

@Martyn Houghton - I hope I can help in some way to boost this... +1 to publishing documents to Services on the Portal

+1 for a location to see any processes that has stalled / errored - in the Admin Tool via the Service Manager area would be the best place to hold this. But I doubt there is any way of knowing unless someone attempts to restart the process, the person defined in the email in settings will be notified. Thanks,

Hello, I have a need to change our BPM's Closure stages this week and i've just shockingly found out that I cannot reopen tickets back to the team who resolved it in the first place. I've been trying different things to get this working and I cannot. Whenever a call gets resolved, the Custom Field - O gets updated with the team that resolved the ticket, before being reassigned to the Service Desk queue. Using the Wait for Status change node, we can detect whether a customer or analyst has reopened the ticket. BUT the team that resolved the ticket could be different to the team that picked it up in the first place, and we really really need a way to reassign a re-opened ticket back to the team that resolved it (Custom Field O). Can something be done to provide this quickly? Is there a change to add this in that could be bumped up rather quickly if not difficult to implement? Or is there something I can do already within the BPM? I've tried the node... Application: Hornbill Service Manager Scope: Application Type: Assign Task: Assign Request Team (Manual): &[global["flowcode"]["customFieldO"]] But this doesn't even work, despite allowing a flowcode input... Please help! Samuel

+1!

....silently agrees with all the comments from the shadows....