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Lyonel

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Everything posted by Lyonel

  1. Lyonel
    @Martyn Houghton you can change the order of catalog items by "drag n drop" Is that not working for you? It is on our instance.
  2. Lyonel
    @Pamela, here are my settings: And the request was assigned to me
  3. Lyonel
    Oh I understand what you want @chriscorcoran, you want to merge the 2 views right? As far as I can tell, it is not possible but I might be wrong.
  4. Lyonel
    @chriscorcoran is the pre-determined view "I'm following" in the request list not what you want?
  5. Lyonel
    @Steven Boardman thanks for the clarification. It makes sense from a technical standpoint, but I think in real life it does not work... Indeed, in most cases you will need to replace a service owner after that person left your organisation which forces the admin to do it, rather than the service desk manager. Or maybe my company is just weird
  6. Lyonel
    Hi, I had a request on hold and my customer used the portal to comment on something. However, I did not receive any notification OR my request list did not show me that the request had been updated since my last visit... Am I missing something? Is it normal? If so, is there a way to change that? I felt really stupid when the customer called me because I had not seen her comment... Thanks in advance for any help / feedback / clarification.
  7. Lyonel
    Hi, One of our service desk manager wanted to change some service owners this morning but could not find the button on the screen so contacted me. I had a look and I have to admit I am puzzled here... This is what she sees: Yet here is the setup she has: I just had another look into the Wiki and found this: Service Desk Manager [Show Less] Collaboration Role Service Desk Admin Services Manager Dashboard Viewer The Service Desk Manager will be able to log new and update calls for all call classes as well as the ability to cancel calls or re-open closed calls. In addition the Service Desk Manager can create new Services or edit existing Services. If you have purchased the Hornbill Performance Analytics package you can view great looking Dashboards or Slideshows for detailed performance information. https://wiki.hornbill.com/index.php/What_Service_Manager_Roles_exist%3F She has all the relevant rights, yet she cannot see the button to edit?! Am I missing something? PS: I made sure all the cache was refreshed, tested on both IE and Chrome...
  8. Lyonel
    @DougA don't think you can... I have tried too but failed!
  9. Lyonel
    That's a cool new addition! Especially for young people. I particularly like your comment: Could not agree more Maybe a stupid question but do we need to activate a setting somewhere? It does not seem to be available on our instance and I am pretty sure that we are up to date.
  10. Lyonel
    @Adam Haylock, @James Ainsworth, we also noticed that recently. Just to add to the discussion, we noticed something even more "strange": when researching the requests (using the main search field at the top of the screen), you get a list of requests matching your criteria. Depending on where you click, the behavior is different: - Request ID => Opens a new tab / window - Summary => Opens in the current tab / window
  11. Lyonel
    Actually found the right information on Github! I was being silly but basically all we need to know is here: https://github.com/hornbill/cron https://godoc.org/github.com/robfig/cron Here is the format to use for the API Scheduler; Quite different to what I was following, which explains my troubleshooting issues. It also explains the leading "0" @Dan Munns as it corresponds to seconds. I hope this post will be useful to other adventurous Hornbill users
  12. Lyonel
    @Dan Munns thanks again for your input It worked like a charm last night. That being said, if someone from Hornbill is reading this post, I think they might want to clarify which cron schedule format should be used on the description page of the API scheduler on git hub...
  13. Lyonel
    Thanks @Victor & @Daniel Dekel for the feedback. Any ETA on a fix? Just so that I can communicate internally and stop the incoming of messages?
  14. Lyonel
    Thanks @Dan Munns for your reply. So if I wanted something to run every day at midnight I should enter something like "0 0 0 * * 1-5" then? Will give it a try tonight and see tomorrow then.
  15. Lyonel
    Correction: I can edit the task but just need to be patient... To be honest we are experiencing SSO issues on our infrastructure (as well as network lags). Could it be related?
  16. Lyonel
    Also, when I raise one myself and assign it to any team, it gets assigned to me. BUT on top of that I cannot edit it anymore, despite being a super admin??!
  17. Lyonel
    Hi all, Since this morning, I receive reports from analysts saying that when they raise a new activity and assign it to a team and hit "save", the task gets created but assigned to them. Anybody else having a similar issue? Thanks!
  18. Lyonel
    Hi, I have a bit of a random question... I noticed we can run a report using the API (which is great! ). The output is a run ID. Reusing this run ID, is there a way to download directly into CSV the report programmatically? For example: https://admin.hornbill.com/<instance>/app/com.hornbill.servicemanager/reporting/<Report ID>/reports/<Report ID>_<Run ID>.csv? That would be super useful in terms of integration...
  19. Lyonel
    Still struggling a bit on this topic with the scheduling... When I use the cron schedule "* * * * * *" it works perfectly. But when I try "0 0 1-31 * * *" it does not. Same with "0,15,30,45 1-23 * * * *" I am using this as a guidance : http://www.nncron.ru/help/EN/working/cron-format.htm Can somebody help me? What am I doing wrong?
  20. Lyonel
    Figured it out! Many mistakes... I inverted Service and API (not a good start) and my report was in dev status. Also, I forgot to remove the report parameters (as I did not configure them in the config file). All working fine now And as for my question about a screen in the admin section, forget it as I simply did not quite understand how the tool was working
  21. Lyonel
    Hi guys, Just tried the API scheduler today and I am facing some issues so I was trying to troubleshoot... Here is my config file: conf.json Is there a screen in the admin section where we can see all the custom scheduled API calls? Thanks, Lyonel
  22. Lyonel
    Hi, Sorry if the question has already been asked, just could not really find anything in the forum. Would it be possible to "group" analytics objects via a category (filter by drop down list)? At the moment, I have 170 measures setup (95% used, rest is under dev), 119 widgets, 30 reports, etc. The tool is great for that except when it comes to organizing content... I use a naming convention BUT it is still not quite good enough. What would make things a lot easier is to have a field "Category" on which we can filter, as we have for BPMs or PCs. Thanks for your feedback!
  23. Lyonel
    Not as nice as I would have liked, but it certainly does the job Thanks @Bob Dickinson for the idea!
  24. Lyonel
    @Bob Dickinson that is not a bad idea! I will give it a try and let you know. But surely I am not the only one with this issue, am I?
  25. Lyonel
    @Victor a report would work indeed, it's just that I would like these stats on a dashboard... Any change a developer could look at it? Maybe a simple switch or "Order By" drop down would be enough?
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