ljbrown

Just to add to this issue, we also don't appear to be receiving the emails for SLA escalations either - not sure if the two could be linked?

I'm looking for a bit of advice. We'd like to be able to report on the number of calls raised from a visit but understand this is not currently available as an additional source. What would people recommend as the best way to get around this? If we created a custom field, could this easily be built into a report for call tickets raised by source? Many thanks, Lucy

We've configured our instance of Hornbill to email the team and analyst when a call is assigned to them but these notifications aren't unfortunately working. We receive the notification informing us when a customer has updated their call request just not the newly assigned tickets. Configuration is just for email only as per the settings attached. Any ideas on where the fault may lie? email notification.docx

I need to be able to filter call views within Service Manager as well as produce reports based on company membership. Whilst the users are assigned to a department correctly, this isn't then populating the parent company info. Does the company detail come from the organisational data within Hornbill system configuration or does our ldap import need to have this configured also? Any advise on how this is populated would be much appreciated as I would have hoped this would be picked up through the parent detail of the departments. Many thanks.

thank you both for your help, the customer feedback report is now displaying the date correctly on newer records. I shall continue to manually edit the date/time field within excel until the reporting module can format this automatically.

I'm producing a report based on customer feedback received but the h_itsm_request_feedback.h_date_created field within the database is empty when running the query - does anyone else have this issue? Also, for a Change Request report I have created, the date/time prompt questions within the progressive capture are returned in the format of 2016-11-14T00:00:00.000Z in the report generated although our default system settings are dd\mm\yyyy hh:mm - any ideas on how to rectify this to save me having to reformat the cells each time in excel? Thanks, Lucy

Fantastic thanks Victor, yes we've also identified the same issue on SR00000218.

We're also experiencing this issue with a couple of our old call tickets, we're currently on a newer release than the one mentioned above but the issue still exists no matter which account tries to take the call off hold. Is there a way to forcibly resolve the call tickets as these are now complete? Error message we're getting is attached for info. Many thanks, Lucy Doc1.docx

of course, here's the filter I've set up with joined tables between requests & questions as per a previous forum post. If there's anything else you need to see just let me know. many thanks, lucy.

Is anyone able to help with this request? Its proving very cumbersome producing a change report each week. Many thanks, Lucy

I too would be very grateful to see this feature made available as it is very time consuming going in as admin each time to amend activity assignees. Lucy

I've produced a report for weekly change requests and would like to know if its possible to display a couple of the progressive capture questions as individual columns within the report? When creating the filter to select the questions & answers (in this case Desired start time and end time), the report then lists each change request twice. Is there any way to insert the required questions/answers as separate columns to save me having to manually edit the data when opened in excel? Thanks, Lucy

sorry it doesn't appear to have kept the screenshots within the post. please see attached.

Hi @riz I can see the field in edit mode which is fine but I'd like to see it within the Detail view screen even when the field is blank so that it reminds analysts to complete it. Even though I tick the option to view field the setting doesn't stick. I've also tried applying this using the admin account. I've checked out the config within the advanced application settings menu and this is also correct so it suggests to me there is still a fault relating to this field? Any ideas? Thanks, Lucy

Thanks @riz, We've now applied this and although the change type is now there when you click to add the details we cannot change the default design view so that the field displays when empty. Could you please take another look at this? Thanks, Lucy

Hi @riz Do you have any indication as to when this release may be available? We applied an update the other day but this fix doesn't appear to have been included. Thanks, Lucy

Excellent thanks for sorting this so quickly. Lucy

Following the latest update installed we appear to have lost the change type field within the Details section of a change request. Has anyone else got this issue? It seems to have been replaced with a field called image which is looking at primaryEntityData.record.h_image If we print an existing ticket with the change type already completed then this is visible on the print out so the data is still stored in the database. The options are still contained within the simple lists for change requests so it appears to just be the details section within the request list that has the issue. Does anyone have any suggestions as to how to get this field back? Thanks, Lucy

That's what I feared, thanks for confirming this David. We'll just have to reset the counter a single time when clearing the entire system before we go live with change management and just be mindful that there will be gaps in the call id numbers when we run the clear down for incidents/service requests.

After running the data clear down for incidents and service requests, is there a way to just reset the Auto Values counter for just these class types? We want to go live with Change Requests and leave their call records in place with sequential numbering, whilst restarting SR & IN call records/ID's as these will still be in test for a while longer.

Fantastic thank you, I was just clicking on the download button to the right, I hadn't realised I needed to look under releases.

Hi @steve_g I'm trying to run this utility but within the v1.0.3 zip file there appears to be no hornbillcleaner.exe file? Can you please upload this asap? Thanks, Lucy

Fantastic thanks Steve, that's just what we need. If we reset the auto values after removing all incident and service request records, will it still retain the existing Change Request call id's and any new change requests continue on from the last sequential number or would they restart from 001 as well, potentially resulting in duplicate id's? Regards, Lucy

We’re looking to possibly go live with the change management process within our Service Manager system but need to complete testing/configuration of the other elements before a complete switchover for all of our incident management etc. If we’re to do this however, we’d still need to run the data clear down utility after our testing is complete, would it be possible for a custom reset script to be provided so that it clears everything from the system with the exception of anything relating to Change Requests and its corresponding calendar? We’re just exploring options at the moment so if you could please let me know what may be possible it would be greatly appreciated.

Thanks for the reply Steve, it would be useful to enhance the request list so that call owners can see everything in one place specifically assigned to them. In the meantime we have set up our breach board and will make this visible to everyone to keep track of calls.