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Lyonel

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Posts posted by Lyonel

    ldap_user_import utility improvements?

    in Integration Connectors, API & Webhooks

    Posted

    Hi,

    Following issues with the ldap user import utility, I had a look a the source code to try and determine the source of the problem. It turns out it is proxy related. So my question is the following: once you get the list of profiles from the AD, you have a loop that checks if the user already exists and the update or create. Instead of opening a connection, updating / creating a user profile and closing the connection every time you call a web method on the API, would it be possible to open a single connection and close it upon completion or error? 

    The reason I am asking is because the current method generates a lot of login / logout for, from my perspective, no real reasons.

    What do you think?

    Thanks,

    Lyonel

    Order services for portal?

    in Service Manager

    Posted

    Hi, when setting up services, we can select a category ("Request Category Level") which is great (as we can now filter easily on the service portal :) ). Go forward, when setting up catalogue items, you can order then easily by drag & drop. This is also great for sorting them in a very specific way, giving us the ultimate flexibility. But such feature does not exist for services... Would it be possible to have a simple "Order [int]" field for services? That would allow us to order them the way we want rather than only rely on alphabetical order?

    • Like 2

    SLAs - working with percentage?

    in Service Manager

    Posted

    Hi,

    I had a chat with @bob_dickinson recently regarding the upcoming new SLA feature. We are trying to setup SLAs for 114+ services which should lead to thousands of entries in the system (due to our organisation model + geographical spread). So Bob is helping us with a template to load this information faster in our system. 

    When we went through some of the details regarding escalation, he said that we can only setup escalations based on the number of minutes before the SLA breach. That's fine, but it would be a good idea to work also with percentage. 

    Indeed, most other helpdesk systems out there use %. It would make Hornbill more flexible to existing and new customers, allowing to work both ways: using minutes or %. 

    Is this something you could integrate for a future release?

    Thanks,
    Lyonel

    Impact and Urgency Progressive Capture forms

    in Progressive Capture

    Posted

    Thanks for the feedback. Just out of interest, does it also mean that we could map the fields "h_urgency" and "h_impact" from a custom form (like we can do for "h_summary" and "h_description"?

    Because that would make it really good and user friendly for admins and users (on top of the standard forms which would already be a great improvement)!

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