Joyce

It is affecting all our users

@Bob Dickinson

Hi, I was just wondering if there is a problem with running reports? All my reports are failing to run, although I can pre-view the data. Thanks. Joyce

My script doesn't have a 'Run ID', where can I get that? is it the same as report ID?

my report is not that big. it takes 2 seconds to run, so it should not time out.

my report has about 10000 records, I can easily download it to my desktop etc, I just cannot connect to it via Power BI. Thanks. Regards, Joyce

@TrevorKillick It just take too long to connect, could be because my report is too big. Is there as limitation on number of record in a report, which can be integrated in Power BI from SM? Regards, Joyce

Hi @TrevorKillick, Will connection to the report through Power BI be affected? I am trying to connect from Power Bi to Service manager reports, using 'R Script', and it seems to be taking a very longtime, then get timed out. Thanks. Regards Joyce

Thanks @TrevorKillick, I can now download the reports.

Hi I am getting HTTP error 500' when I try to download/open a report. I have full 'Advance report Admin Role' on my profile, and was able to create, run and download before. Please advise how I can solve this issue.

Thanks @Bob Dickinson the above worked for count. How can I do a percentage? So get percentage of tickets reassigned more than twice over the total tickets. What sub query should I put? 'Percentage Sub-Query' Regards, Joyce

Thanks @Bob Dickinson. It works great.

Hi @Bob Dickinson, Is there a way to find out, who put a feedback score (Feedback Count ) on FAQ from h_itsm_faqs? As some of the FAQ have receive negative counts, we would like to improve them, hence we would like to contact the user, and investigate why they didn't find it useful. Is there another table link to this table, which record user name or ID? Thanks. Regards, Joyce

Hi @Bob Dickinson I just want to know, how many tickets in a month, have been reassigned more than twice. My measure above includes all ticket which have been re-assigned from an original owner. But i am interested on the one which got re-assigned again to a third owner

Thanks @Bob Dickinson, I have create a measure and widget for it, for count of tickets which has been assigned more than once. (please see Measure: Incident reassigned more than twice- Monthly) and Widget : Incidents reassigned more than twice monthly. However, the count is count every row, so if one incident has been re-assigned several times, it will count it each time. I am looking to count one incident only once, as long as it has been re-assigned more than once. How can i filter that? Thanks.

Hi I want to create a report for tickets which have been re-assigned more than one. Which table and which field have ticket assignment details? Thanks. Regards, Joyce

Hi @Bob Dickinson I want to create a report for tickets which have been re-assigned more than one. Which table and which field have ticket assignment details? Thanks. Regards, Joyce

Thanks @Bob Dickinson, I will try that, but this should only consider ''Resolved' and 'closed' Incidents (Where statement: h_requesttype='Incident' AND (h_status = "status.resolved" OR h_status = "status.closed") AND h_withinfix='1' AND h_dateresolved >= '2017-08-01 00:00:00' ) so technically there shouldn't be a null value? Regards, Joyce

Hi @Bob Dickinson As a work around to this we have create 'list of counter' widget, as 'AVG', 'h_withinfix' from 'h_itsm_requests' Where :h_requesttype='Incident' AND h_fk_servicename like '%t1%' AND (h_status = "status.resolved" OR h_status = "status.closed") AND h_dateresolved >= '2017-08-01 00:00:00' AND h_resolvedby_teamname ='Operations''. The value from above, which should be average for Tier Incidents resolved from 01/08/2017 to date is completely different from taking a count of all T1 incidents resolved from 01/08/2017 withinfix divided by total T1 incidents resolved from 01/08/2017 to date. Please refer to two widget : SLAM - SLA performance MTD- Month to Date - Operations Support SLAM - SLA Volume performance MTD- Month to Date - Operations Team Can you advise, why these values are very different? Regards Joyce

They provide different answers

HI Bob, What if the the SQL Widget is 'AVG', will the select be h_withinfix or still h_pk_reference? Regards, Joyce

Hi @Bob Dickinson I am getting similar problem with a month count compare to measure. This is a count from counter widget gives me a 714: While the 'Monthly Measure' for the same count gives me 728 Am I doing the dates wrong? Thanks. Regards, Joyce

Hi Bob, We have decided not to use the yesterday function at the moment. But I will keep it in mind, for next time. Thanks. Regards, Joyce