Lyonel

Hi guys, I have a bit of a random / genuine question: why is Hornbill running on top of a mySQL database? The reason of my question is simply because I have been using MS SQL Server for years now and I find it very very reliable, good performances, low maintenance and very good with high volumes of transactions & data. And MySQL never really hit me as being the best database engine out there. Also, I keep reading on the forums about being able to schedule reports and export them to other formats than CSV or HTML. This is super easily achieved with SSRS. I am loving the architecture and technology used for Hornbill. It is really great stuff you guys are doing. But the database side still eludes me a bit I must admit

Hi, I have been playing a lot with the measures recently and discovered something a little bit constraining for us: Is it possible to extend the length of the where clauses when setting up measures? Right now, this is very constraining and does not allow me to setup KPIs properly

@James Ainsworth this new feature makes the portals so much better for our customers!! Thank you Noticed a small issue with width of columns: if the title + service name + catalogue item is a bit too long, the reference column gets truncated... I was hover the first reference on the table: look at the url on bottom left corner, the reference is truncated. That is a problem for us... Also, the summary and service being truncated, I can understand. But is it possible to display the full text in a tooltip?

@James Ainsworth, @steven boardman, another good reporting to have would be the "value" of answer selected. Currently, you can only report on the label. When only using 1 language, its fine. But when you want to translate the interface (including answers), then it becomes much more difficult... Same thing applies to PC and custom forms.

Hi, What is the purpose of the fields "Date Ranging Column" & "Date Ranging Column 2" when defining a measure? And how to use them properly? Thanks, Lyonel

Hi, I have been asked by my boss if it is possible to use the service name in the URL we generate from the custom buttons. Unfortunately, I cannot see it. Is it possible to insert this variable reference from another screen ("Settings" maybe)? If not, is it possible to extend a little bit this list? At least the service name would be valuable variable to have here, especially for integration with other systems.

Hi all, In another post, I asked Hornbill if it was possible to enhance the "request list" and boards. I have had very positive response from Hornbill but they need more people to back this change. Could you please answer / vote in the pole if you agree with the proposed change? If you don't I would be curious to know how you manage high volumes of requests... Original post: Summary: In my organisation we currently have 730+ opened requests split across 4 managers. Some teams have 100+ active requests in their lists. With Hornbill: - A manager (me for instance) would like to use boards to understand very quickly what is happening. However, I cannot filter on a particular service or team easily - An analyst (my team and myself for example) need to go into every single request to see where in the process it is at. What you guys have done for activities is, for me, the perfect compromise / mix of both worlds as you can filter super quickly, have views, toggle types, etc. I understand this particular board here is hardcoded / static so it is easy for you to code such interface. I guess the ideal screens would be: - For boards to have views, request type filters and keyword textbox filter available / something like that: - For request list to pull out from the associated BPM the name of the current stage and make it available in the fields to display / something like that:

It appears that Hornbill has not updated the icons available when configuring the system for a while now. Looking at the font awesome website (http://fontawesome.io/), you can see that many more icons are available. It is a shame not to take advantage of the latest release from Font Awesome...

@Victor, @Martyn Houghton, I confirm that clicking on the button works. And I agree with Martyn, it would great if you could define feedback questions at a top level and then override in individual services (if applicable). It would prevent us having to maintain 100+ similar entries in the system

Thanks @Victor, I have done so. We shall see what happens

Hi @James Ainsworth, any news on this topic? I have more and more users complaining about this. We also noticed that the title of the requests is truncated when list all the requests under a service: Would you prefer me to log a request with the support team?

Hi @Gerry Just saw your post today (sorry for the late response). I totally agree with you. Unfortunately, because of the legacy of our systems, migrating to the latest version of .NET is not straight forward... So it is not going to happen anytime soon. What you described is actually what I did . It is just not as user friendly as your DLL that's all. I thought it was worth asking. "You don't get if you don't ask", right? Thanks anyway

Same here

Ah! For some reason I thought you did support HTTP/2.0 which is why I was mislead. My bad Great explanation though @TrevorKillick, thanks so much for your time and patience.

Sure (sorry you saw you reply today only!) See below a Wire shark trace I ran whilst I was running the interface. Also, looking at the source code on github, I believe (although not an export in Go) that you do loop for each user onto a method in which you login/logout? processUsers then call in another loop updateUser: and finally in updateUser, you reset the connection every time, no?

Hi @TrevorKillick, I knew about polls, which is a great feature. I was just wondering if we could apply this to existing posts. But probably not from what I can see. I will try and post a new one with a poll today (if I find a bit of time) to get more customers feedback and see how it goes. Thanks guys !

Thanks @steven boardman for your answer. Looking forward to that then Your comment about getting feedback from other customers is interesting because I was wondering how can you "boost" on post on the forum to make it more accessible? Is there some sort of Poll mechanism that we can use?

Thank you @Victor, thank you for your reply. Looking forward to the next release then

Morning @steven boardman, To be honest, I see challenges for both. We currently have 730 opened requests (in our old helpdesk, not on Hornbill yet) split across 4 managers. Some teams have 100+ active requests in their lists. With Hornbill: - A manager (me for instance) would like to use boards to understand very quickly what is happening. However, I cannot filter on a particular service or team easily - An analyst (my team and myself for example) need to go into every single request to see where in the process it is at. What you guys have done for activities is, for me, the perfect compromise / mix of both worlds as you can filter super quickly, have views, toggle types, etc. I understand this particular board here is hardcoded / static so it is easy for you to code such interface. I guess the ideal screens would be: - For boards to have views, request type filters and keyword textbox filter available / something like that: - For request list to pull out from the associated BPM the name of the current stage and make it available in the fields to display / something like that: Hope you understand.

Fair enough @cchana! Isn't that something we could configure via the settings? My idea is something like: if you raise a linked request and the PC has a service details form, and the settings say "import service from linked request = TRUE" then pre-select the service (but leave the door opened for changes). What do you think?

Hi @steven boardman, thanks for your answer. We are already using boards and I feared that would be your answer... The thing is boards are really great, but not for filtering or searching... For example, when you have a lot of requests, it quickly becomes quite hard to filter on a particular owner or service or catalog item AND at the same time know where in the process this request is. If I don't make myself clear, let me know and I will try to mock-up something representing the challenges I face.

Hi, I have been playing a lot with e-mails templates and settings recently, but I am a bit lost... For instance, all my templates have been customised, but I still receive emails with the Hornbill logo? Expected look & feel: Actual notification on customer update: Templates: My settings: Am I missing something? The wiki is really not helpful with this... More documentation on the settings would be a great idea!

Hi, When I raise a change request from a service request using the "Raise linked change request" button, the service does not get transferred, but the summary and description do?! Is that normal? Am I missing something here? PC for change: I also configured the settings as follow: Any help or advice would be appreciated. Thanks, Lyonel

Hi, I have a question regarding the requests list. You can easily filter then by request type (service request, incident, change, etc.), by service, team or owner. But when it comes to "status" or more precisely where it is at in the BPM, things are getting much harder. Is there a way to display the current stage of the BPM in the request list? Thanks, Lyonel

Brillant @Victor! I will give it a go as well, what you are saying makes total sense to me