Keith

Hi @David Hall Thanks for your help. However the problem still persists. Could you have another look please. Regards Keith

I suspect I know the answer here BUT... Is it possible to parse text from an incoming email for use in the creation of a request? We would like to set the customer based on information contained in the email summary. Process would be as follows: 1. Email received with something like "Leaving user 114356" in the subject. Where the number is their company employee number. 2. Find user in Hornbill by number provided. (this is stored in a custom field) 3. From this user record lookup their manager. 4. Set manager as the owner of the request being created. Any guidance much appreciated.

Hi, I have a problem trying to assign incoming email to a request. I click the Apply to Request button and nothing happens.

Thanks @David Hall I'll let you know if we have any further issues with it.

Thanks @James Ainsworth

We have created a chart using sub status and receive an error when drilling into the chart where the sub status has a value of Not Set. See screenshot below.

@David Hall Thanks for investigating. The language I am logged in on is actually the same as that which the sub status' are maintained in (English - British). However my profile has a blank entry for language, so not sure if that could be causing the issue. Either way I look forward to the fix being worked on. Keith

@Martyn Houghton Yep, and was trying to test out the ability to have sub status in views.

Thanks for the quick response @David Hall

When trying to create a view using sub status the sub status description is corrupt. See below.

@James Ainsworth Great news! This is something we get constant complaints about.

All, I am posting this in the hope that it will be useful to some of you. However I must state up front that the process and documentation covered in this post is the work of a colleague of mine and I am not qualified to answer any technical questions you might have. You will need to take this information at face value, we are unable to offer any support or assistance in you replicating this in your systems. Sorry! Now...We had a real need for more dynamic reporting across large data sets that we really couldn't achieve directly in Hornbill. Reading on the wiki about Power BI integration we began to look at how we could extract data from Hornbill for use in Power BI. Our global infrastructure lead was tasked with investigating and I'm pleased to say was successful in finding a solution that suits us. He has documented as best he can what he has done to achieve this which you will find attached. Hornbill Data Extraction Method.docx Below you will find some examples of the Power BI reporting we are achieving with this. As we are storing the data externally in a SQL database we are able to go beyond the 25K record limit imposed within Hornbill.

Doh!! Thanks @Trevor Killick all working now.

Sorry @Trevor Killick I must be doing something wrong here. I have changed the reference as you advised but am now getting an error which seems to imply I haven;t changed the reference from "Integration" but I have done so in both cases (the password generater and the web call).

@Trevor Killick to be clear, the password generated is being passed out to our test web service just fine. Its only when I update the timeline I get 'undefined' returned.

@Trevor Killick Sure, here you go

@Trevor Killick I'm trying to use the password generator and as part of the BPM update the timeline with it as per the demo example done by @Steven Boardman. I'm assuming I do this by just having an automated step to update the timeline manually and pass in the &[global["integration"]["password"]], however when I do the the result I get is "Undefined". Any idea what I'm doing wrong? I'm also wondering if it is possible to include this email variable in an email template so we can send an email to the customer with their password? Keith

Hi @David Hall Thanks for keeping me updated on developments. Look forward to this being rolled out. Keith

@Steven Boardman and @James Ainsworth Thanks you both for a full and detailed explanation. That helps a lot and should solve one or two issues we've encountered with the way we are auto closing requests. Time to go play and see how I can put this to good use. Thanks again Regards Keith

Hi Gerry, That’s fantastic!! Thanks so much for your help with this. As soon as we have something operational I'll be sure to provide feedback to you and the community. We fully appreciate your concerns and understand that this will be replaced in time with your forthcoming site integration tools. Keith

Could someone provide more information on the new logic for two stage request closures with reopening. Couldn't find anything as yet in the wiki. Keith

@James Ainsworth Thanks for the explanation. Good to hear it is at least being considered. FYI - We have this view displayed all the time on a large screen in the office but have to manually refresh periodically. Automating this would be a vast improvement. Thanks Keith

@NadeemMazhar Just meaning that we are currently using Service Requests for developments (Changes) in SAP , Salesforce etc. If we were to move to using change requests instead we would have an overlap of some developments recorded as Service Requests and some as Change Requests. do you see any problems with this other than the obvious re-education and reporting? Regards Keith

Hi @NadeemMazhar Thats good to hear. Wish that had been available when we went live. Can you foresee any issues in switching from using Service Requests to Change Requests mid stream as it were? Regards Keith

Hi, Quick question regarding the new refresh rate on the request list. Does this also apply to the "My Dashboards" view? Thanks Keith