[FAQ Published by]

5 hours ago, Joyce said:

Hi,

Which table and column can I get the name/ user ID of a person who publish/ create an FAQ. 

We are following up on our FAQ feedback from users. We need to know who created them in case they need to be changed/ improved.

 

Thanks.

Regards,

Joyce

 

[FAQ Published by]

Hi,

Which table and column can I get the name/ user ID of a person who publish/ create an FAQ. 

We are following up on our FAQ feedback from users. We need to know who created them in case they need to be changed/ improved.

 

Thanks.

Regards,

Joyce

[IMPORTANT! Hornbill Instances Unavailable [RESOLVED]]

Thanks for a quick communication and update

[IMPORTANT! Hornbill Instances Unavailable [RESOLVED]]

Hi Victor,

Would you happen to know exactly when it went down? I only noticed it 10min ago. How long would it have been down for?

 

[IMPORTANT! Hornbill Instances Unavailable [RESOLVED]]

Thanks Victor. Seems to be back now, it is probably Intermittent. 

[Can't connect to Hornbill]

Hi we are having an outage, we can not connect to Hornbill . This is the error we are getting:

 

 

Please Advise

[Change Calendar details]

This could be James. How can we aligned the two date together to london gmt 

[Change Calendar details]

Hi James,

The change progressive capture, has a form with a field to put 'propose change date'. This is recorded in one of the custom field in request table (Custom O). 

Once a change is created and have been approve, then it get scheduled in the change calendar (Calendar icon on the request window). Now this can change, depending with when the change is actually going to happen.

I am looking for the record for this calendar date. Need to see the last date when the ticket is resolved.

 

The discrepancy between what is in a ticket on the schedule calendar and what value is recorded in h_itsm_changerequest table is huge. Eg one of the change request has Change scheduled between 2018-04-19 20:00:00 and 2018-04-19 20:00:05 and the value on the changerequest table is : 17 April 2018

[Change Calendar details]

Hi,

Which table can I get, the schedule date for change calendar?

I am trying to create report for percentage of changes completed as planned. So I need to compare, the date put in when the change was logged, and the date on the calendar.

The date on h_itsm_changerequest table field Start time-end time, doesn't seems to correspond with change calendar.

 

Thanks.

Joyce

 

[How to combine Request and Task/ activities table]

Hi,

I am trying to get a report on task/activities, associated with change request. For this I think I need to combine h_itsm_requests with h_sys_tasks. I have try using 'request ID is like h_obj_ref_urn ' , also  'BPM ID is like h_sys_reference' to join the tables but I am not getting any value.

 

How can I join these two tables correctly?

 

Thanks.

Joyce

 

[Report Query for Breached ticket]

@Lyonel, ok.

I am trying to do a measure for count of Incidents per month, which were re-assigned after breaching. This is the query I have, I am getting zero value:

h_requesttype ='Service Request' and (h_status = 'status.resolved' OR h_status = 'status.closed') AND h_pk_reference IN(SELECT h_request_id FROM h_itsm_request_team_assignment WHERE h_previous_team_id != 'No previous team' AND h_previous_team_id != h_team_id GROUP BY h_request_id HAVING COUNT(h_request_id) >= 2) AND (h_itsm_request_team_assignment.h_assignment_timestamp > h_itsm_requests.h_fixby)

What Am I doing wrong, as there are some ticket re-assigned after breach.

Any Thoughts @Lyonel

 

 

[Can't export/download report from DATABASE Direct]

yes you are right @Victor. Not sure when this was set to block download from Hornbill.

I have change the settings now, and it is working.

Thanks.

Regards,

Joyce

 

[Can't export/download report from DATABASE Direct]

Hi,

I don't seems to be able to export and download a report in CSV from database direct. When I click export, and choose csv..nothing happens.

 

Thanks.

 

Regards,

Joyce

 

[Report Query for Breached ticket]

@Lyonel, ok.

I am trying to do a measure for count of Incidents per month, which were re-assigned after breaching. This is the query I have, I am getting zero value:

h_requesttype ='Service Request' and (h_status = 'status.resolved' OR h_status = 'status.closed') AND h_pk_reference IN(SELECT h_request_id FROM h_itsm_request_team_assignment WHERE h_previous_team_id != 'No previous team' AND h_previous_team_id != h_team_id GROUP BY h_request_id HAVING COUNT(h_request_id) >= 2) AND (h_itsm_request_team_assignment.h_assignment_timestamp > h_itsm_requests.h_fixby)

What Am I doing wrong, as there are some ticket re-assigned after breach.

[Report Query for Breached ticket]

Hi,

I am trying to create a report which shows owners of the ticket at the time of breach.

 

Any idea of a  query to do this? it should  select reference ID, owner, Resolve by and team.

 

Thanks

Regards,

Joyce

 

[Creating a widget for tickets due to breach in next 2 days]

Great thank @Dan Munns. It worked

[Creating a widget for tickets due to breach in next 2 days]

1 hour ago, Dan Munns said:

AND DATE(h_fixby) BETWEEN DATE (CURDATE()) AND (CURDATE() +2)

great it works! thanks @Dan Munns

[Creating a widget for tickets due to breach in next 2 days]

Hi @Bob Dickinson

 

I have seen a similar post for creating ' about to breach' tickets on widget. I don't seems to be able to comment on it.

 

I want to create a widget with count, and another with list of tickets which are about to breach in the next 2 days and are for specific tier tickets, own by a specific team . I have currently, i have the below query, but i get 0 while there are some tickets which are due to breach in the next 2 days:

 

How can I get the correct value? i think the problem is on the 'h_fixby' date filter

Thanks.

Regards,

Joyce

 

[View for future dates]

Hi Steve / James,

Can I request and additional option when creating a view, to be able to filter for future dates.

Example: view of tickets which are about to breach in x days, so have an option of 'Resolve By in next X days' on the screen shot below:

Thanks

Regards,

Joyce

[Change Request BPM not progressing]

Same user have created another Change Request, and it has worked CH00027201.

 

Please review

[Change Request BPM not progressing]

Hi,

We have a change Request BPM, which seems to sometimes work and sometimes doesn't.

Please refer to ticket : CH00027177, can you check (or how can I check) why it is not progressing.

 

The BPM used is : CHANGE- V-Nexus Standard Change

 

Thanks

Regards,

JOyce

 

[Assessment]

I have look ate the table, but I am still none the wiser.

I will delete the assessment and create another one to see if they don't come-up.  A colleague has also create an Assessment and could not reproduce the issue

[Measures]

Thanks @Chaz 

I did change the date format and finally found out the reason for no value. Some of our settings have change, so i needed to change my filter.

 

Thanks.

 

Regards,

Joyce

[Measures]

Hi,

I created different measures last year. They seem to run upto December, b ut produce no value from Jan 2018.

I don't have a filter for date (i have one for datelogged >= '01-01-2018 00:00:00' expecting to get value for this year only, but still getting last year upto December. These are my measures:

 

 

 

[Assessment]

Hi @ArmandoDM

This is a new Assessment created, then added to the BPM. Then a ticket was logged.  The assessment doesn't have the first 3 options for hrs, so I am not sure where they come from, or how I can remove them from the assessment question.

 

Regards,

Joyce