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Lyonel

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Everything posted by Lyonel

  1. Lyonel
    @Michael Sharp I think what you are asking for is an enhancement
  2. Lyonel
    @Paul Trenter, the field "Subscribers" in the service screen is used to "secure" the access to the service. In other words, if you have let's say 100 users and only 40 of them should have access, then you can add the 40 to the list of subscribers. The other 60 will not see the service at all. If I understand your case, what you want is for everybody to have access to it. In this case, just leave the field blank and by default any user (including new ones) will have access: See the tooltip => "This service is available to everyone" NOTE: The same applies to Supporting Teams
  3. Lyonel
    A faster way @nasimg is to do it via SQL directly, but highly risky and certainly not recommended by Hornbill. I know that's how I personally did it for approx 75 people. Another alternative is to use the LDAP User Import utility to assign quickly people to a team from the Active Directory (if it fits with your setup). You can use the LDAP query to restrict the list of accounts to be assigned into a particular team. The latter approach is quite safe (especially if you do a dry-run to start with!)
  4. Lyonel
    What a response @Steven Boardman! Top quality
  5. Lyonel
    @DeadMeatGF, @David Hall I did not quite understand the legacy bit hence me mentioning a potential "fix". Apologies if it was misunderstood. It's just that for reporting purposes, having the right data in the columns direcly in h_itsm_requests table would far more beneficial for all, whether you use simple priorities or SLM. Now I am sure it is not that simple to change, but if Hornbill could at least consider it and think about it would be nice. And if it simply not compatible with the legacy, then so it is and I will change all my reporting. It represents a large amount of hours that I would rather not spend if I don't need to
  6. Lyonel
    @David Hall it would be really fantastic if the columns in the request table could also be updated accordingly as it prevents having to join tables together in reports or measures / widgets. The fact that these columns are available in the requests table is absolutely fantastic, but it would be top class if it could also have the correct data inside. I use them a lot in measures and reports, so what do you think I should do: Change all my measures and reports to look into h_itsm_request_slm_targets table? Wait until you "fix" this?
  7. Lyonel
    @David Hall thanks for the tip! I totally missed that column I feel really silly right now... I just changed my SQL and it works like a charm: That still does not explain why the requests table does not contain the correct information, which defies the point of having these columns. I would like to hear from Hornbill on this particular point. But at least thanks to you @David Hall I can carry on my reporting
  8. Lyonel
    Hi @DougA, wish I could help you but I am not very clear on what is your issue exactly. Could you post a screenshot of the issue? It might help...
  9. Lyonel
    Might have found something, but I cannot use it in a report... SQL Query: SELECT h_name, h_target_duration, h_target_met, h_target_start, h_target_completed_time, TIME_TO_SEC(TIMEDIFF(h_target_completed_time, h_target_start)) as diff FROM h_itsm_request_slm_targets where h_request_id in ('IN00019039') and h_state = 0 The "diff" column gives me a more or less accurate value (albeit does not consider working hours!). Even if this could work, I cannot do calculations in my report...
  10. Lyonel
    Hi guys, I don't know if ti is a known issue or if you are aware of this but I am having troubles with my reporting regarding SLAs and performances. Indeed, the fields h_responsetime and h_fixtime in the requests table do not seem to match what I can see on screen. For example, here is my request: And what I have in the database for that same request: As you can see, none of the values match what is on screen... One common denominator in pretty all of the similar cases is that the priority and the SLA was changed at some point during the life of the requests. Any idea on: Is it an issue? Are you aware of it? Where does the screen gets its data from? Which table should I query to get the correct data for my report? Thanks in advance for your help.
  11. Lyonel
    @Steven Boardman an update on Service Desk Admin would be fab and save me a lot of time Had another request today similar to last time.
  12. Lyonel
    I confirm! The best way to do this is to create a specific BPM and set it to the catalog item you need it for.
  13. Lyonel
    Hi, Just a silly question but it is possible in the near future to have the ability to paste images (screenshots) in emails when using the tab from a request? I do appreciate you can attach files, but it simply does not have the same effect on both users and analysts... And consequently our analysts are not following best practices and contact users directly with their personal outlook accounts! Any feedback would be appreciated as I need to answer to my boss on this one.
  14. Lyonel
    Not possible... You can use the Service description field (with Wiki Markup) to give more information but that would involve users to click on the "+ More" button to see it. Other than that there is no way to use the white space as you wish.
  15. Lyonel
    If you need to group your FAQs, maybe you should consider splitting your Service? I mean, I understand what you are saying but as FAQs are directly linked to a service, you could split your service into smaller ones? For the FAQ ordering, I personally use the number of views to sort them at the beginning and then leave the users to decide of the order. Indeed, the more people read a FAQ, the more relevant it is to them and therefore should be at the top of the list.
  16. Lyonel
    Thanks @Steven Boardman for this feedback. Sounds great and I am looking forward to it
  17. Lyonel
    AH!!!! Well spotted @DeadMeatGF I tried changing the setting "Automatic scalling" but I still get the same render.
  18. Lyonel
    To Hornbill staff, I was browsing through some of your online content and came across something I would be very much interested in for my organisation: CH00145677As a Release Manager I would like to have a Release Request form Could you tell us a bit more about this? I am about to kick off a development for a Release and Deployment platform, but this change could be a game changer... So any info at this stage would be incredibly valuable (and potentially save me a lot of time and effort). Thanks in advance!
  19. Lyonel
    @NeilWJ it works like a charm! Awesome small change that makes a big difference on a daily basis THANK YOU!!
  20. Lyonel
    Hi, I have a very strange rendering on my widget charts when I use the "stack" option but not the % one: As you can see the proportions are all messed up. If I use the % option, it looks much better (but this is not what I want!) Anyone else has the same issue?
  21. Lyonel
    No worries @yelyah.nodrog, I learnt that lesson the hard way as I had to reconfigure 116 services manually!
  22. Lyonel
    @Martyn Houghton yep looks like it indeed. Looking at your network trace (it's great you thought of it as it helps go faster when troubleshooting - Note to all other users reading this post!) I can see why it would fail. It is trying to call the API (POST methods) via a relative URL but because you did not define the reverse proxy, the request gets lost. Therefore, I think you will need to set it up. The "funny" thing is that not all calls are based on relative paths, but thinking about it I was always doing similar analysis on the service desk application not the customer portal. I am really interested in this case study Let me know how it goes as I might be tempted to give it a try too (if I get authorized by my boss of course)
  23. Lyonel
    @Martyn Houghton I am not an expert and did not try this reverse proxy option but with all the network issues we had at the beginning of using Hornbill, I am fairly sure you do not need to sort out the backend API too... As long as you can still access the standard Hornbill API site with the reverse proxy setup only on the main customer URL you should be OK. That being said, I would also be interested in having a formal answer from Hornbill on that one!
  24. Lyonel
    If you know SQL @Martyn Houghton you can do that quicker using this statement: SELECT h_id, h_service_id, h_catalog_title, h_order FROM h_itsm_service_catalog you can rework the h_order column and then do a quick SQL update. I did it when we went live as I was unhappy with the sorting but could not be bothered to manually rearrange the 460+ catalog items we have!
  25. Lyonel
    @yelyah.nodrog the form customization should be done at service level if you want it to be available on any requests (within that service).
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