samwoo

Hi @Sam P, No worries at all, here is the amended SQL at the bottom. I did make a tweak to how the Status is displayed, personally, having a CASE statement is easier on the eyes and on the processing of the SQL on the system. Embedding multiple REPLACE functions does take up more processing power as it would have to go through each function. A CASE statement works similarly to how and IF statement works in many other languages, and only evaluates on the matching value, using less processing power. IF (<CONDITION 1>) THEN VALUE ELSE IF (<CONDITION 2>) THEN VALUE 2 ELSE OTHER VALUE END IF In my own testing to make sure I could get this working, I changed h_fk_priorityname to do a wildcard % search ( h_fk_priorityname like 'P2%' ) but you might prefer to be more specific as per your screenshot ( h_fk_priorityname = 'P2 - High (2 Days)' ). It's a matter of preference. Here is the amended SQL: select h_source_type as Source, h_pk_reference as Reference, h_datelogged as "Date Logged", CASE h_status WHEN 'status.new' then 'New' WHEN 'status.open' then 'Open' WHEN 'status.onHold' then 'On Hold' WHEN 'status.resolved' then 'Resolved' WHEN 'status.closed' then 'Closed' WHEN 'status.cancelled' then 'Cancelled' END as Status, CASE WHEN LENGTH(h_summary) > 50 THEN CONCAT(LEFT(h_summary,50),'...') ELSE h_summary END as Summary, h_fk_priorityname as Priority, h_fk_team_name as Team from h_itsm_requests where h_status IN ('status.new', 'status.onhold', 'status.open') and h_requestType = 'Incident' and h_fk_priorityname like 'P2%' ORDER BY h_datelogged DESC The code block on the forums doesn't appear to match the source formatting very well in case you are wondering why some of the code is out of alignment. II hope this helps Thanks, Samuel

@Berto2002 - I've been hoping for this functionality as well, but from what I understand from the Hornbill INSIGHTS events last week, custom Request Types will be introduce as ESM functionality which is highly flexible. It would be much more difficult for Hornbill to introduce it to Service Manager due to the way Requests work etc. So, I don't think this functionality would ever make it to Service Manager. Might be better for someone from Hornbill to provide further clarity on this though in case I've misunderstood somewhere.

@Blowerl, it was mentioned earlier on in this topic by Hornbill that this will be fixed in the next update to the UI I believe.

+1 to a display-only view within Customer Details.

Hi @Gerry, Many thanks for this, I saw this was available last week and all appears to be working as expected. Thank you!

Service Portfolio - Available, Impacted, Unavailable In the previous UI, you can easily tell if a Service is impacted by the colour that shows: In the new UI, this colour does not show, forcing me to have to read the text to determine if its Status. Suggestion for improvement: Have the entire element show in Status colour. For example: Thanks, Samuel

Hi @Sam P, I'm not sure if this will help at all, but thought it was worth mentioning.... I've had this issue, though in your screenshot, I cannot tell if you have other request details further below the screenshot, where the the length of Summary is as long as the arrows you've drawn on the screenshot, but my workaround was to shorten the summary within the SQL. CASE WHEN LENGTH(h_summary) > 140 THEN CONCAT(LEFT(h_summary,140),'...') ELSE h_summary END Summary If the length of the summary is 140 or more, just display the first 140 characters, then append the 3 dots to the end "..." to indicate it's been truncated, otherwise display the summary as normal. You can change the number 140 to something small if required, to truncate it further.

Good afternoon, I hope this is in the correct place. @Richard.Ashton and I have some enhancement requests for Service Manager Advanced Analytics. I know someone might say, use Power BI, but Hornbill is a very capable tool, and we don't really need to use most of the advanced functions of Power BI at the moment, and Advanced Analytics is perfect for what we need for the moment. We may not even need to use Power BI for a while. Add the ability to define Custom Titles to be displayed in the Header Bar within Widgets, instead of the name of the Widget. If the Custom Title field is blank, use the Widget name instead. Reason: Due it not being possible to group Widgets (like we can do in Email Templates), we identify them by our own naming conventions for example [Company Name] [Department Name] [Team Name] Widget Name this enables us to identify the Widgets but can make the names extremely long and does not look good when presenting the Widgets in a Dashboard, especially if it runs over multiple lines. Add the ability to define Text Only widgets Reason: Shoving a load of Widgets onto a Dashboard is fine, but sometimes you would need to break the Dashboard some more into logical sections. Particularly where the requirement is to have a single dashboard to hold most of the information. Workaround: This is a workaround that we have found that enables us to do this, by using a "List of Data" type Widget, with the following Custom SQL Query: This allows us to display the heading like so (we now have multiple headings like this in the same dashboard to break things up) Add the ability to control the size of the Pie Chart Reason: For some reason, where there is a Pie Chart sitting in a Widget on a Dashboard, that, for examples fills a space of height 33 and width 50, the pie chart is tiny with lots of space around it, even around the Data Labels that comes off it. Workaround: Put the Pie Chart into a smaller container, though there is a risk that parts of the Data Label will disappear outside of the Widget Add the ability to display the % in the Data Label instead of the Count Reason: For example, two of our Pie Charts relates to the SLA being met or breached. We are only interested in the % number of tickets that are breached or met, but unfortunately the Pie Chart only displays the count. Maybe allow us to switch the Count and % between the Data Labels and Hovering. Workaround: We can hover over the Pie Chart to see the %, but ideally, we would like to see the % on the Widget without having to hover over. Add scrollbars to the List of Data widgets if there is an overflow of data Reason: We like to present a list of requests for example in a Data List to show all the P1 or P2 tickets. If the Widget overflows, we have no way of scrolling to see more data. Add the ability to define column hyperlinks List of Data widgets Add a tab where we can specify which columns (Column 1, Column 2, Column 3, Column 4 and so forth, and like this as using SQL during editing, it won't know what columns are being used) then for whatever column we specify, allow us to enter a hyperlink and include a variable somewhere in that hyperlink that pulls in the value. When viewing the List of Data in a Dashboard, for each data in that column, will become a clickable hyperlink Reason: This is possible in Power BI, but we thought it might be a nice addition to the Hornbill Widgets as well, but essentially would make it possible for us to click on these Hyperlinks in the column to take us to "that" Request, Assets, Google Search etc. Thanks, Samuel

Those gaps around the edges are huge, are you using a 4K or higher monitor? That being said, if you open the F12 developer tools and look for the following within Elements then click on it: You can copy it here and do a search for it using CTRL + F: <div ng-controller="RequestController as rq" class="sm-request-details container border-left-right marg-b-50 ng-scope"> Then on the right-side disable everything that relates to width, except for the one in .container: How do you feel about it now? I am using a 1920x1080 laptop monitor, and personally, whilst it's nice to see a full width view, it does makes me feel ever so slightly uneasy... possibly due to the size and spacing of all the other elements on the screen, so it probably would require a major design for all elements on this page it to be effective in full-width. +1 - I would support this if Hornbill had this in the pipeline.

Same here in Dark Mode as well

Hi @Daniel Dekel, Firstly, the new UI... is VERY nice. Loving the colours when navigating into a Request via Service Manager. I do however have an issue to report. On the Profiles screen in Platform Configuration, there are no tree-view style indents to show the hierarchy within the Request or Closure Categories. But apart from that (so far) everything looks good Thanks, Samuel

+1 - nice idea!

+1

+1 - I had these issues before as well.

+1

I don't recall that being possible in the search, so +1

As Jim said, you can populate the Request ID field in the Hornbill Automation nodes with a different request reference if you want to grab data and/or suspend and wait for something to happen, however you are limited in what you can suspend a Workflow for (for example, if you want to check the custom field of another ticket has a certain value or not). See my thread here where I outlined the challenges I faced doing this, as well as links to two posts I created, where I have requested for enhancements for further suspend options in case you want to vote them up. To see how you can populate the Request ID field, see the post by Steve Giller (from Hornbill) on September the 8th, where he included a screenshot showing this in action. At this point I had already been doing this, but didn't include any screenshots to show it. One notable challenge is capturing the reference of another ticket. In most cases, this requires manual input, and currently, there's no validation mechanism to check the validity of manually entered ticket numbers against the system, at the point of entering this information in. However, you can add Regex validation to ensure the correct format, such as SR0001234. Whether you or other users populate it via a question in an Intelligent Capture form (e.g. to h_custom_a) or via a Human Task in a Workflow (e.g. Update Request Custom Details -> Custom Field A with the value from the Task), adding validation/checks within the Workflow is advisable. Within your Workflow, consider implementing a validation process. Begin by checking the reference using a Get Request Details node on the Current Request (Result Reference = getReqInformation). Then, branch out to another Get Request Details node (ensure you change the Result Reference, perhaps to getOtherRequestInformation) to retrieve information from Custom A, which would be where the other request reference is storedf. Utilize a Decision node to check the results. If the request reference from the Get Request Details node (getOtherRequestInformation) is not set or if the ticket is of the wrong request type, category, or service, or anything else from the request details, you can use the decision node to trigger a new Human Task. This task can inform the user that the supplied ticket is invalid and request another input in the Human Task. Subsequently, you can update h_custom_a once again, and the validation check will take place in a loop. If the conditions are satisfied, then the Workflow can move on. Thanks, Samuel

Good afternoon, Please can I request for quick links to the Workflow or Intelligent Capture flows in any screens where the BPM and/or Intelligent Capture is specified. For example, when editing a Catalog Item: It would be good to have links to the Intelligent Capture or Workflow from there, for example (notice I added the link icon next to Intelligent Capture and BPM Workflow using the F12 developer tools): This would make life a lot easier when it comes to needing to make amendments, vastly improving the user experience. This can be extended to take the following into account: If there is a value selected in the dropdown or not Hide the icon if there is no value selected If the current user has Workflow and/or Intelligent Capture access roles Hide the link icon if the user doesn't have any roles that grant the access Whether the current user has access rights to the specified Workflow or Intelligent Capture Display the link greyed out and non-clickable if they don't have access, with hover-text that indicates the user doesn't have access to view the Workflow or Intelligent Capture Screens where this can be applied (that I can think of): Service Portfolio -> "Request Type" configuration Service Portfolio -> Catalog Items Custom Buttons -> Select Auto task Board Manager -> Automation Thanks, Samuel

+1 for a node that can be used just Sub-status changes (from and to)

Here is a linkback to the other enhancement request I have raised:

Linking back from this topic: Please can I request the following enhancements to add extra suspend actions to the Request Business Process: Enhance "Wait for Linked Request Update" by adding further conditions, such as Service, Catalog etc. Use case: In addition to check for a specific Request Type and whether the update "Contains" specific words, also be able to specify the Service and/or Catalog of the Linked Requests as well. Enhance "Wait for Timeline Update" to include a "Contains" field so we can test for a value on the current ticket (if Request ID is auto) or a specific ticket (if the Request ID has been populated). Also add in conditions to allow checking based on either "Manual", "BPM" or "Both" types of updates. Use case: Suspending a BPM and wait for the timeline to be updated with containing text Add "Wait for Linked Request - Custom Field update". Add conditions, such as Request Type, Service, Catalog etc. Only allow a single Custom Field to be monitored. Use case: Suspending a Child BPM, when any of the Parent BPM's Custom Field has been updated (manually or via BPM) then resume the Child BPM. Add "Update Linked Requests - Custom Fields". Add conditions, such as Request Type, Service, Catalog etc. Only allow a single Custom Field to be updated for Linked Requests. Use case: Update all Linked Requests - set a value for the specified Custom Field for all Linked Requests. Add further conditions, such as Request Type, Service, Catalog etc. Add "Suspend and wait for Custom Field value". Add Expiry, Notice and Manual Timeline Update capabilities. Use case: Suspends the current request (if Request ID is set to auto) or a specific request (if Request ID is populated) and waits for a specific value in the specified custom field.

Thanks @Steve Giller. Here is my first enhancement request:

Linking back from this post: Please can I request an enhancement to "Wait for Linked Request Update" so that it can trigger on BPM update as well as Manual Update. This might be worth having as a toggleable option as some people may only want to look for BPM Updates, others just for Manual Updates and others look for updates from both.

Hi @Steve Giller, Just to let you know that I've not had any luck with waiting for the linked parent "Release" to update via the child "SR"s. The "Wait for Linked Request Update" node definitely needs to also wait for updates made via BPM (could be a toggleable option?) - but I will wait for you to confirm via the developers whether this is a defect or by design. Unfortunately, I am, at this point, unable proceed with further automating this, so will check if the service team are happy to do it all manually until (hopefully) these feature requests I made above are introduced and/or fixed. Thanks, Samuel

Thank you @Steve Giller that makes sense