Lyonel

Can anybody help me? @Victor maybe?

why not simply use the service category? Then in the service catalogue you can use the drop down menu: Would be a bit redundant with your service "Printer" and "Access" but would be incredibly useful for "Applications". This is how we managed our 110+ services on our instance.

You will have to use Excel for this as you cannot perform calculations in a report... Other method is to use the Database direct option and use MySQL functions. I am sure you can find useful scripts on Google

Hi @m.vandun, I had the same question asked to me by my boss a few month back, so I created a report to do so. If you are familiar with SQL, here is the code: SELECT h_pk_reference, h_datelogged, h_msg_date FROM h_itsm_requests INNER JOIN h_msg_messages ON h_source_id = h_msg_id WHERE h_source_type = 'email' NOTE: This piece of SQL will explicitly return the list of requests created from an email. Just in case you are not familiar with SQL statements, I also attached a definition of a report (generating this SQL): get-email-date.report.txt I hope this will help you achieve what you want, it certainly did for me

Just spotted the "Favourites" addition: looks GOOD! Sorts out all the small "issues" I had with the new interface (after using it for a few weeks). Good Job guys!

Any ideas?

Hi, I am trying to display on a graph the number of requests logged per service and keep only the top 5 over the last 3 month (to show the evolution). But I cannot get to sort the data... Is it just me being a noob? Or is it not possible at this stage? Here is what I get: Here is what I would like (x3 as I need 3 month): Any help would be appreciated!!! Thanks

@Gerry you made my day Sir!!! And probably month This is a great feature to add for people like me. And a game changer too. Quick question: does the URL has to be HTTPS? (like for images and links in some settings)

No worries @Daniel Dekel! Should I post anything else I find here?

Noticed an issue with layout on IE when reducing the size of the screen: Screen width was set to 695px. EDIT: Some on Chrome (latest version)

Awesome! Thanks for the tip

Hi, I have created a library and then a document (from the library screen). However, the document created was not "attached" to the library... Question 1: is that normal? Did I do something wrong? Question 2: is it possible to move a document to a library?

Thanks @Daniel Dekel for the quick feedback Just getting to grips with the new navigation... I have to admit this is a major change! So following @Gerry advice by giving it more time.

Hi, This might be far fetch or simply crazy, but can Document Manager app be used efficiently to host a Knowledge base / Wiki? If so, what would be the best way to proceed? I am trying to find a tool that would enable my organisation to register, consult and maintain information on services we support with a good search engine. I was thinking of using the document manager with tags, libraries and collections to organise my content. But I am not sure Docs manager is the best way forward... Any advice or experience would be highly appreciated

Just spotted something odd. When in document manager app, I don't see the drop down icon for sub menu? Is it just me?

Hi @Gerry and all developers @ Hornbill! I just activated the feature and got a few comments if I may. First of all, I like the effort put into this. Your efforts to modernise the UI/UX transpires via this update, and I would like to personally congratulate you for the hard work! I am very well placed to understand how such change is important as well as difficult to get right. Few questions: On the main menu, each new "app" will appear as a new tile? Are these tiles "dynamic" too? Looks like the Email one is which makes me think it was only a UI change here. Regarding the sub menus, I personally don't think it works well, for me at least. Indeed, the font is too small and the colors are not very helpful to be really read properly. It does not really stand out and is easy to miss I do not have a solution in mind yet, but then UX design was never really my strength. Maybe a little bit more contract is color, font, weight and style would work? Also, the same menu within the actual screen is not intuitive or visible, for me (again). Again I don't have a full solution in mind, by what about breadcrumbs with the last segment being a drop down list on hovering? or something similar... Then it would also align the design with the admin console Another solution could be to re-introduce the side menu, only it displays the sub-menu? Is there a possibility to change / configure the color of each tile? I am not a big fan of the colors chosen for Home and Email. And there is too much gray for the other apps. Last point (at least for today), is about the top bar. I really liked the search centered. It is no longer and I have to admit it does not work as well. Don't take this the wrong way: You did a fantastic job so far! I am just expressing my personal feedback Thanks!

After putting a lot of thoughts into it and making simulations I think we came to a reasonable compromise regarding the dilemma we have with SLA KPIs. To date, we were monitoring the % of non-breached requests / requests resolved within the month. As expressed earlier, this doe not take into consideration the volume of calls, which has a direct impact on this KPI. Also, as soon as you clear some backlog you will be very hardly hit. Any other methods we looked at did not really make sense as it would involve comparing apples with pears... One of the very nice feature with Hornbill is the field "respond by" and "fix by" available in the requests table. So our idea is to use one of these dates for our measure, and then simply use the "within response" or "within fix" field By doing so, we do take into consideration volume of call, as well as priority. Please note that in our case, all services have SLAs setup, which makes this work. In the end, the formula is quite simple: % requests resolved within SLA = (Total requests due this month - total requests due this month that breached) / total requests due this month The really nice thing about this is that, from what I have seen and experienced on our system, when you change the SLA (i.e. priority has changed) OR put the request on hold, the system recalculates immediately the SLA due date. What do you think of this formula? I would really like to have some feedback on this. Thanks!

Fab!

Thanks @Victor for the response. Any chance you could raise it to the product owner?

Interested with this too. Also, having a "business service owner" who could see all the requests under a service, irrelevant of the organisation, would be a great addition.

Hi, Quick question: is it possible to hard code a contact when a certain condition is met with service levels? At the moment, it seems we can only pick the request's owner or its manager. In our case, this is a major problem for response SLA because the request rarely assigned to a person when it breaches (or is about to). Any ideas? Can I hard code the name in the database directly? Thanks, Lyonel

@James Ainsworth any update on this topic? Analysts are asking the same question here too...

@Victor, thanks for the update. Already reverted back

@Victor, just got the system updated.

Hi, I changed the settings last night around 18:40 but still nothing this morning.. @Victor could you have a quick look somehow? It is getting critical now