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Michael Sharp

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Posts posted by Michael Sharp

    Change of Name Managed by LDAP

    in System Administration

    Posted

    Thanks Bob - it does look like I'm making a mountain out of a mole hill if you put it that way.  It is a bit odd that the original user is not renamed as part of the import however - this would be rectified if the unique identifier used the SSID which NEVER changes in AD unless the user is deleted and re-created.  I understand this would have an enormous affect on other instances if implemented so wouldn't be surprised if this suggestion was rejected on technical terms.

    Mike.

    Generate Graphical Form from Questions

    in Service Manager

    Posted

    Hi James,

    Thanks for the reply and I've seen the video.  Issue being however we structure a change request with a question that is an implementation plan.  This could have multiple paragraphs, bullet points, indents etc.  All of this is removed when submitted.  I've tried an email template which did the same unfortunately.

    Regards,

    Mike.

    Generate Graphical Form from Questions

    in Service Manager

    Posted

    Is it possible to generate a form (or report that appears like a form) based on request questions?  We would like the ability to print change requests in an easily readable format.  The current format removes all spacing and breaks which makes a lengthy change request extremely difficult to review.

    Mike.

    Self Service Queries

    in Service Manager

    Posted

    4 hours ago, Everton1878 said:

    Some good points there @samwoo we'd like quite a few of those things too

    I'd like to be able to upload images such as the one on the portal screen, we have it linked to one on our website at the moment but there's no guarantee that it will stay on there.

    It would be good if we could upload these too such as you can in a call or use the webdav section in the admin portal to upload images to a folder

    We've got a lot of services that would benefit from some groupings and we'd like the icon size changes and uploading of custom icons

    I got around this by hosting the images in the Document Library within Hornbill and linked from there.  Can't see why logos and default banners can't be embedded in the same way as assets and user images though....?

    • Like 1

    Custom Field Variables in Email Notifications

    in Service Manager

    Posted

    7 hours ago, Tina.Lapere said:

    I've just added some custom fields (h_custom_a) to a request but to add them to an email template you have to use ' {{Extended Information.H_custom_1}} ' etc.

    1-20 = a-z according to the wiki page

    Thanks

    Tina

    Using Custom Questions and Answers in Email Templates

    If you have a requirement to include the answers to custom questions in email templates within your business process, it is now possible to utilise the above mapping to write the answers to the custom questions into default fields which are immediately available to use as variables when creating your email templates.

    By using the above mapping to any of the requests custom fields, when creating your email template, simply look for the Extended Information options available from the variables drop down pick list. The Extended Information options are listed as 1 through to 20 and these equate to the custom fields a through to p which you will have mapped to. By selecting the required variable in your email template, this will pass through the answer from your custom question which has been mapped to the corresponding custom field.

    Works perfectly - why on Earth this isn't more logical I don't know!

    Thanks,

    Mike.

    Comment Button

    in Service Manager

    Posted

    Am I missing something obvious or isn't there a button to confirm a comment?  I appreciate you can hit enter however I think this should be reserved for a carriage return?  This issue is mirrored between Chrome and Edge.

    Change of Name Managed by LDAP

    in System Administration

    Posted

    16 hours ago, bob_dickinson said:

    Hi Mike,

    Again, this really depends on the report you are looking for. If you were running a report that was for "All Tickets Logged By the Finance Department Last Month" then even with your duplication, you would change any active requests from the old customer to the new customer, and any closed requests would still be associated to the old user (who is still associated to the department, but they are archived).

    As your report is against the department, rather than individual users, it would still show all the requests. 

    Do you have a specific report in mind you are looking to run? It may make it a little clearer.

    Kind Regards

    Bob 

    Hi Bob,

    Whilst I haven't got a report that I need to run immediately, if I needed to run a report to show a breakdown and tally of faults per person for a department head.  This will certainly be a requirement going forwards.  For example, we would have a report for our Commercial Litigation department which shows all tickets (open or closed) for the past month which shows all users and a tally for each?

    Regards,

    Mike.

     

    Change of Name Managed by LDAP

    in System Administration

    Posted

    1 hour ago, bob_dickinson said:

    Hi Mike,

    Yes, you would certainly need to archive the "old" account ideally by setting its status to archived (if not done by LDAP) and then removing any associations to departments/companies/teams.

    If you wanted a report that simply showed "All users in Hornbill, grouped by a department" then you are quite right - if you didn't remove the association, two entries would show. But I would also add the criteria in the report in general that states "....AND h_status = 'Active'" so it would only return the current active users anyway, which may negate this issue.

    Kind Regards

    Bob

     

    Hi Bob,

    Wouldn't we lose the data for the old tickets attached to that user though?  So this information wouldn't be included in the report?

    Mike.

    Change of Name Managed by LDAP

    in System Administration

    Posted

    2 hours ago, bob_dickinson said:

    Hi Mike,

    The login ID is typically your unique identifier for your users. Many customers use the sAMAccount name in LDAP for this purpose - but if you are changing that on a user by user basis then it could cause the duplication issue you have mentioned above, as if it is not constant then there is not a way to identify this when creating/updating Hornbill accounts automatically. 

    SSO authentication in Hornbill does not necessarily have to be performed against the sAMAccount name - the lookup against the Hornbill variable could be performed against another attribute.

    But back to your issue - it depends on what reports you are looking to run. If you change the customer, and are building a report that is called "Top 10 Customers Logging Incidents Last Month" then this wouldn't be affected. 

    Regards

    Bob

    Hi Bob,

    Thanks for the heads up on this.  My thoughts are if the reports are run against live users in a department for example, it would show as two entries for one person?

    Regards,

    Mike.

    Change of Name Managed by LDAP

    in System Administration

    Posted

    13 hours ago, bob_dickinson said:

    Hi Mike,

    So did the user have their SAMAccountName changed in AD (the unique reference that we used to map the users into Hornbill)? If so, then this will create a new record as it doesn't know to update the existing one. 

    Unfortunately, we a new account has been created, there isn't a way to merge it with another one currently. The only suggestion I would make is to open any existing requests that are against the users old account and use the "Change Customer" option on the request to reassign it to the new account so they retain visibility of it on the portal and when your analysts view it. 

    Kind Regards

    Bob

    Hi Bob,

    The SAMAccountName has to be changed to service correct login details e.g. jmw\MichaelSharp would become JMW\MichaelJones when a name is changed.  This presents the best visual experience.

    Won't this have a detrimental impact on reporting?  I agree with DeadMeatGF's suggestion in that regard.  Unless the SAMAccountName is used for SSO purposes?

    Regards,

    Mike.

     

    Random Question Answers Appearing in Tickets

    in Service Manager

    Posted

    Hi James, the questions still appear on refresh.  Another example is SR00000035.  This seems to happen where custom forms are used on progressive capture and the random questions do not appear on others. 

    Another thought I've had - these seem to be answers from previous service requests that have been cleared off the system pre-switch on.  I wonder if SR00000035 used to exist with these answers?  The SR number was reset to zero during the clear down which may explain it???  Bob Dickinson carried out the clear down if he can perhaps shed any light on this?

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