[When sharing custom filters the associated charts should also be shared]

I am interested in this happening and would like to be kept informed please

[Change Customer Button on Request]

Hello,

I would like to be able to change the Customer on a request after it has come in via our auto responder but the button is disabled so that I can't click on it.

Is anyone able to point me in the right direction for enabling this button please?

I can remove a customer but then I don't get the option to add a new one in or I am not sure how.

Any help would be much appreciated.

Thank you,

Dan

[Reports - Can you schedule?]

Hi @Steven Boardman,

Has there been any news on a report scheduler yet?

This is something that we would be interested in.

Thank you,

Dan

[Access Hornbill Service Manager Error]

@Ehsan

Hello Ehsan,

Thanks for the response.

I have done as you said and removed the adfs part to my url and sure enough I get some xml back. I will wait until the helpdesk have finished using Hornbill for the day and then copy and paste the xml in to the admin section on the SSO Profile.

Hopefully this will work.

Thank you,

Dan

[Access Hornbill Service Manager Error]

@Ehsan

Do you know how I go about finding the xml file to be able to download it and get at the xml in order to paste it in to the xml box?

I have looked on our adfs server and I can't find it anywhere.

Thank you,

Dan

[Access Hornbill Service Manager Error]

@Victor

Hello Victor,

Thanks again for your response.

Unfortunately I get 404 error when I try navigating directly to the xml file. I also logged on to our adfs server to see if I could find the xml file but I can't find it there either. Have you got any other ideas?

Thank you,

Dan

[Access Hornbill Service Manager Error]

@Ehsan

Hello Ehsan,

I did follow that wiki that you directed me to but unfortunately after clicking on the cloud icon and typing my url in (https://mydomain/adfs/FederationMetadata/2007-06/FederationMetadata.xml) it gives me an error that says 'Empty XML'.

Do you have any other suggestions?

Thank you,

Dan

[Access Hornbill Service Manager Error]

@Martyn Houghton

Hello Martyn,

Thank you for your response.

This has worked and has allowed the other uses access to Hornbill again.

I am assuming that it isn't a good idea to leave it this way based on the red banner that I got when making the change.

Thank you,

Dan

[Access Hornbill Service Manager Error]

As an update I have tried this...

https://wiki.hornbill.com/index.php/Single_Sign_On_Profiles#Common_Issues

but I get an error that says 'Empty XML'

And I have also tried this...

https://wiki.hornbill.com/index.php/SSO_Example_Config_Microsoft_ADFS_2.0_for_User_Accounts

This gave me the xml and I didn't get an error but it didn't seem to make any changes.

Thank you,

Dan

[Access Hornbill Service Manager Error]

Hello,

Our users are currently getting the below error when they are trying to access Hornbill.

However this message doesn't display for me it lets me (administrator) in to Hornbill.

Can anyone please help?

Thank you,

Dan

[Certificate Error]

Hello,

Was this ever resolved as I am experiencing the exact same problem.

Thank you,

Dan

[Reporting Problems]

Hello Victor,

Thank you for your prompt response.

It is yes, I am getting mixed up which way round it should be....

Thank you,

Dan

[Reporting Problems]

Hello,

I can create a report that will give me all of our calls that have been logged in Hornbill not a problem but when I look at this report it is missing key information about the person who logged the call or had the call logged for them either by auto responder or our helpdesk. This is partly a training issue as the helpdesk are not filling out the information properly but that doesn't help me for my reports.

I figured because they fill out the name then I would be able to left join from the requests table to the system accounts table and use the name field as the common field between the two to get the company name for the user.

In SQL I would write...

Select *

From h_itsm_requests

Left Join h_sys_accounts on h_itsm_requests.Customer Name = h_sys_accounts.name

At the moment I am having to put each table in to excel and doing a vlookup for the reports every month.

If anybody can help me then please let me know.

Thank you,

[LDAP Import > Users > Organisation:]

Thank you very much @Dan Munns,

I will have a look and see what I can find, I must have been concentrating on the import working and missed this part of the .json.

Thanks again,

Dan

[LDAP Import > Users > Organisation:]

Hello,

We have set up a nightly sync between our Active Directory and Hornbill and it is working ok but...

How do we populate the 'Organisations' tab on the users profile?

We use this on our reports.

Thank you,

Dan

[Auto Close Service Request]

Hello,

Part of one of our Business Processes for IT Equipment handles expiration of a quote but I am not sure what the timer is set to for the Close Period section attached. Is anybody able to help? Thank you, Dan

[Create a copy of a request]

Hello,

Thank you both for your relies they are very much appreciated.

I will give your suggestions a try.

Thanks again,

[Create a copy of a request]

Hello,

I recently used the Hornbill Support email address to try and get some support but I was directed to use the forms, so here goes....

Is it possible to copy a request and the change the details about the request?

i.e.

We have 5 people on 1 site ring our helpdesk and rather than have to log the same request 5 times with different information we can copy the first request and change the header or detail information.

If there is a more efficient way to do this then I would be happy to be informed of it.

Any help would be much appreciated.

Thank you,