lee mcdermott

@TrevorKillick thanks trevor - see attached changes-for-cab.report (1).txt

@TrevorKillick Hi trevor please find attached changes-for-cab_2017-11-06-105734z.html

Hi, I am not sure if this has been discussed previously, but are there any thoughts or the potential for the ability to view activities in a teams normal queue? I know when an activity is generated for a particular team they will get a notification and it will be visible in the activity pop out column on the side or from their activities. However no matter how many time I tell people to check their activities people still just forget and only ever look at their own teams main queue so most of the time they get missed. A great feature would be the ability to view all activities assigned to a team and have them show in the main call list for that team. Even a switch to switch on or off to either show or hide activities in your main teams queue would be good. Any thoughts on this? thanks lee

Hi, Is there any way to format the output of a report and adjust the column widths that are generated? The problem we have is when creating a report it generally has to go to management for review however they look really unprofessional as the column widths are narrow so any field with a lot of text in is really long and narrow which makes it very difficult to read. See screen shot below. thanks lee

Hi, I have just noticed that when I run a preview of a report I get the correct labelled headings, but when i actually run the report the heading labels are missing and it refers to them as the custom fields see attached images. Is this a know issue? thanks Lee

@Chaz thats great news

Hi, I'm sure I remember seeing a while back that there may be an update to enable viewing all services on one page in the service portal. At the minute if you have more than 6 services you have to select More services. Is there the ability or will there be the ability to have all services showing and you can just scroll down the page? It does cause us a slight issues as a lot of users don't bother clicking the more services so end up logging calls under the wrong service. thanks lee

@James Ainsworth please add me to the list as well if necessary - would be a useful feature - it is a pain to take things off hold just to update to put back on hold. thanks lee

@Steven Boardman i think it may be working after all - i got 2 people to test it and they both didn't get the tab - but I think they hadn't refreshed their log in as I had just updated the system. so probably a coincidence that after I added the role service manager to one person and they tried again they had also refreshed their log in. so it does appear to be working now - sorry for any confusion. cheers lee

@Steven Boardman here you go - this is typical roles for most of our analysts.. none can see the service manager tab - i added the service manager role and then they could see the tab against users profile.

@Steven Boardman Hi Steven, I have update hornbill to allow this feature. however no one has access to the service manager tab. I have to give them Service Manager role to allow them to see the tab and view users calls. As this will mainly be used or useful for 1st line staff logging and dealing with customers queries and calls is there any other way to allow them to see this tab without giving them full service manager role. i had removed this role from analysts due to someone inadvertently renaming several services and not realising what they had done - which then broke all our progressive capture forms. thanks lee

@Bob Dickinson I think I have sorted it. i have filtered on the group id which does not contain any ' rather then the group name and that has provided results

@Bob Dickinson Hi bob - sorry just have a quick query I hope you can answer. I have duplicated the report I created as I now need to report on a different department. I have a problem in that the department I want to report on ( called :- Wellbeing - Children's Services) fails with an Invalid SQL statement error. After a little testing I suspect it is failing due to the name having a ' in it as other department names work fine without any ' in them. Is there anyway to get around this ? on the filter I have tried putting the name in quotations but that did not work thanks lee

@Bob Dickinson Thanks for clarifying. That's sounds like good news to have a specific app to do reports ( i assume it will have a schedule ability?) In this instance it was a good exercise for me to become more familiar with the database structure - it just took quite a while to work out the tables I needed and how to join them. thanks for the advise and for checking it was correct. lee

@Bob Dickinson Hi bob, yes this does seem to be working(i think). Are you able to clarify my tables joins or table selections as to how why it is long winded? It's really my first venture into trying to get some reports done and II couldn't figure out any way to get a users department to show and be linked to calls they log. Is there an easier way to join these? thanks lee

@Bob Dickinson Hi Bob, Using the normal reporting tool. Initially I am just trying to get the report to display results for 1 department, but ultimately I would need to display results for a group of departments. I seem close with the report I have created and have managed to get it to display some results since i logged this, but not 100% sure if I have the right tables selected and the joins are correct? I have added the tables as below and the itsm_requests is a join to sys_accounts then sys_groups is a left join to sys_account_groups, then sys_account _groups is a left join to sys_accounts thanks lee

Hi, I have done very little in the reporting area and I am struggling a little in finding the fields I need in particular trying to work out the joins etc. I would like to create a report that shows calls for certain department(s) in Hornbill against user defined date range. I have tried adding h_itms_requests and h_sys_groups (as h_sys_groups has a field of H_type where type 2 = department). However I am not convinced this is correct, Any ideas what tables I would need and how they are joined? I assume I would need some sql syntax to get results where h_type = 2 and the department name = "actual department name to report on" ?? thanks lee

@Victor @Dan Munns @Lyonel I can also confirm this is my issue. Although I am sure I tested it where the activity was assigned to a user in 1 team but someone from a different team still could not complete the activity. This was with the experimental feature on and all services supported by all teams.

@NadeemMazhar thanks for that..but how do you actually relate this to whats on the success.hornbill pages? As below I would like to find out about Ch00141050 - not just the info displayed below - but how this works and how to configure it the announcements just have a short line on what it is and dont go into any detail.

@Dan Munns yes you do get a notification for this. So maybe a problem for you.

@Dan Munns hi dan, I raised this issue also and recently had a thread going to find a way to do this. The experimental feature didn't work for us either. however I have managed to find a way to do it as below 1. I created a new role called "taskapproval" - i believe the role type was "security" 2. I then assigned users or teams to that role for those I wanted to be able to close other teams activities\tasks 3. On my BPM(s) I updated the Human task where the activity is created as below to assign it to the role of "TaskApproval" 4. So now any activity generated to any team is assigned to the role of TaskApproval - so those with that role can now complete these activities regardless of what team it is assigned to.

Hi, I have just noticed\found the "my service manager" section when tracking a call through success.hornbill... In here there is a section showing what has been released to live in the last 90 days One I am interested in in particular is CH00141050 - auto close child tickets from a parent ticket. Where or how do you find out more information on these changes that have been applied i.e. how this works and how to set it up if required. thanks lee

@Dan Munns thanks for your help Dan, hopefully will get it sorted.

@Dan Munns I think my main issue is the fact it was working - it appears an update has occurred and now it doesn't work. every BPM now fails but only for the customer portal -all ones logged via the service portal still work. I will have to look through and see if I can find the issue thanks lee

@Dan Munns thanks Dan, but the BPM is being applied as you can see but it fails to process. I have just checked some of them and can see that the same form when being used via the service.hornbill is still working fine? Also I have nothing under Workflow on any services? Should it have and what does this do? (again though this was working fine last week prior to update)