yelyah.nodrog

Is there a way to expand the range in a list for searching? For example we have a list of departments for our trust, They have to match up with the information held with HR or people will not be moved into the right departments / divisions/ cost centres in the organisational structure in hornbill. However the departments all start with a 3 letter/digit code and we have over 350 departments e.g. When selecting a department in the front end on the intelligent capture from the drop down you have to know the 3 digit code to be able to start typing it to get to the right department quickly. Is there a way to extend where the search looks so for example if you didn't know that squirrel ward was 2AB, you could type in SQU and it would bring up anything that matched that? Hayley.

Afternoon, We have reviewed our SLAS and want to change them entirely, Some will remain the same name but will need response and resolve times amending, others will be removed completely. What affect will this have on current tickets logged in the system using the old SLAS? H

Is there a way to make it so that the Division / Department and Costcentre's of employee's are pre populated in the intelligent capture form when using a group picker. We would still want the Employee or analyst to have the ability to change this if required during the logging process though (in case they are working in a different department to normal) Other system we use we can pull that information into the drop down box as the default value using a variable that can then be manually changed. Hayley.

Morning, Is there a way to run a report to see firstly any Divisions / Departments and cost centres that have no users assigned to them. Also is there a way to report on any users that do not have a division, department or assignment? H

Morning, Is there a way (potentially report?) to determine what Intelligent Captures and BPMS are currently assigned to a active catalog item and service, Or the last time they were run? We have a lot of old items in the system and i would like to do a bit of a cleanout. Hayley.

Bit of a question around this one, There is a option to suspend and wait for priority, however is there a option to suspend and wait for a priority change? For example, we have assigned a priority automatically however we have now suspended the ticket and are awaiting a analyst to review the priority, I cant suspend and wait for priority again as it just skips the block becasue its already got one. I cant use Suspend and wait for update in case something else happens on the ticket in the mean time. Also if there is a way to do this, what happens if the analyst assesses the ticket and decides its already on the correct priority. It wont move on as nothing has been changed? Many thanks, Hayley.

+1 for us aswell

@Miro I'm not sure I follow what your asking?, Previously the date field used to come up in a separate box but that has obviously change with the new updates, but now whenever we try to change the date it shouts its invalid. Are you saying I have to now put the dates down in 24 hour clock times? I cannot educate all users on the system to know that to get the system to capture the right date though? H

Hey have tested, the date is still a issue on our side for a few reasons, When we try to change the time in the field it shout that its a invalid date: Secondly when we submit this it has a null date in the questions field: Thirdly its adding a hour to whatever time we do put in the field: This was logged to say 12pm Also when we are trying to use the fields in our task its not pulling the dates through for proposed date anymore: so when we select use proposed dates on the task its not putting them in the change calendar as it was previously so quite a few issues! H

@nasimg many thanks for this it has been really helpful. H

Morning all, Wondering if anyone can help me, im trying to find out the last log on for all full users, now I know I can see last logon in the admin side in the users section but i cant pull a report from there. So i have two questions around this. Firstly, what table does the last login time sit under, i have tried searching database direct but am not getting any results. Secondly, a lot of our staff leave there computers on 24-7 (I know not great for the planet) so it could show that they last logged on 2 weeks ago but they have been working every day. Is there another field somewhere that captures the last time the said users made any changes to the system, logged a ticket, resolved one, updated one, sent a email etc...? If so where is it? Many thanks H

Hey @James Ainsworth I have even had the account logged onto from my PC when on my computer logon and the issue persists so I don't think its related to the browser. Hayley.

I am seeing a particular issue with one full user. They cannot see any charts that have been shared with them, the charts are visible and he is in the teams it is shared with. He has exactly the same roles and access as the other members of the team and I have even gone as far as recreating replicating the chart directly on his logon for him and made is visible, Yet he is stil lgetting the message: There are no Charts configured or visible when he try's to look at any charts. The rest of the team do not get this issue. I'm not sure what else i can do at this point but he really needs the chart for reporting.

Can see this was already reported last week, any update?

+1 sorry just seen this, I just created a new thread for this, feel free to close it, can see there has been no update since last Wednesday though??

In fact its doing it for a new service I created that hasn't been used yet as well, I keep switching it off and it keeps switching on again. At this rate i'm going to have to delete it and redo it all over again as its going to cause users confusion.

Morning, I am trying to switch off a service as visible on the portal as we no longer need it, however every time I do it, it switches back to visible again. Can anyone tell me where I'm going wrong here as I'm sure its me, but I haven't had this issue before? Many thanks H

You could put it in the Tooltips?? Although they don't appear in the section you have shown above, only when you hover over the button itself. H

@John C We did thankyou .although we had to remove everything off of our ADFS server and start again, adding the new metadata URLS didn't work for us. H

+1 - Assuming this hasn't got anywhere yet?

we had the same issues yesterday as you @Mark (ESC) endless weird bugs in the system since the banner appeared...

We are also having issues with this since the banner appeared yesterday saying it would not cause any issues it has been endless issues with SSO. We have moved over to Azure today from ADFS in the hope that we can do two birds with one stone, I was advised that our SSO issues were nothing to do with Hornbill but my engineers do not agree and have advised there has been a change in metadata (which we also had a issue with downloading) is what has caused the problems. I cannot get access to my tickets on the support portal this morning as nothing is showing and there are clearly issues with it, I have emailed hornbill support and my account manager with no response as we need to get this resolved. A bit fed up over here.

+1 this, we have found that its very helpful to be able to follow the path by highlighting it a colour for example

Hey @Berto2002, The Field for user type is actually h_class It sits under h_sys_accounts, 1 = Full Licence and 3 = Basic. Very confusing right?, Hope this helps you! you should be able to still use the report that James supplied and just amend it slightly. H

+1 is there a way to raise a request at the very least that will pull back the assets used by a user for them without them having to actually submit it? If for example if I created a 'My assets' request offering where it puts in the customers name, can we then use the Data Query - Get assets by type to then populate a field with all users assets that is read only? Can I put a expression in the filter assets box that will do this for me like I could for other systems? Failing that could we create a request that will then generate a email with the customers assets and information in them? As I'm assuming there is still no update on the enhancement request for this over a year later? Thanks