SamS

@QEHNick FWIW: https://dev.mysql.com/doc/refman/8.0/en/date-and-time-functions.html#function_date-format https://www.w3schools.com/sql/func_mysql_date_format.asp

Hi @Martyn Houghton, This is all in aid of enhanced security and best practices.

Hi @JAquino, It works for me. In addition to workarounds for linked PM/KE's, FAQs against the service are also available here. Just to confirm that the attached KE/PM does NOT require to be of the same Service as the Incident.

various expletives left my lips just now. @yelyah.nodrog you are right. :-(

Hi @Hiten, First and foremost: a report which requires a prompt to be filled in, will NOT function as a scheduled report - the report scheduler will wait unsuccessfully for someone (somehow) to provide the parameter. You will need to hard-code multiple reports - filtered respectively for each customer. The filtering, in the suggestion above, would be done based on Service - customers who have access to the service will be able to see documents associated to that service. You would need to set up a "Report Service" for each customer.

Hi @samwoo, You might want to try prefixing the question with a colon-character ":". It is part of the Wiki Markupand works only at the beginning of lines. Although the ":" and "*" characters will work as "expected", the "#" (numeric list) will NOT work (i.e. it will re-start the count for each question). The text box (and other answer field boxes) will NOT get the indentation, though. That being said, you could create dependent questions either by paging (i.e. if a certain answer is given on Page1 (Customized Form), show Page1b OR by playing with hiding fields and making them visible fields in the same page. Have a look at "Displaying Conditional Fields" on https://wiki.hornbill.com/index.php?title=Progressive_Capture_Designer (it comes with video). Potentially, you could also place the question itself in a span and play around with style.color (text color; background-color will NOT work).

Hi @Hiten, In addition to the above: Reports can also be stored to Document Manager and then associated to a customer specific service - this way you don't need to send out any emails, anyone (from the company) logging in via the portal will be able to see the document/report. Regarding the sub-status data (your item #2), that is stored in the h_itsm_statuses-table. As for your item (report) #2: the "days since last update" calculation is NOT (currently) possible. Filtering out system updates is not (easily) possible, but invariably those (system) updates are generated by someone actioning the request (and thus it was at least viewed by an analyst).

Hi @yelyah.nodrog, Placing the Team ID in the VALUE end, would be the way to go. You can then use the Value (Raw) for the assignment.

Hi @yelyah.nodrog, Conversely, you could just mark (as FTF) a spare custom field somehow and keep that in mind during reporting.

Hi @yelyah.nodrog, Being somewhat familiar with the amount of Divisions/Departments/CCs, I would hesitate to suggest to create sets of simple lists to allow one to dropdown based on selection. What I would suggest: do not set this to the "h_department" field, but leave it to just "field_#" or, if you want to name it: "other_dept". Change the question to something along the lines of: "If not your standard department, please select the appropriate department". The same Group Picker does, already, allow one to search on various parts in the department name. The Group ID will then also be captured - though I cannot find a way in the BP to change the department of the request. If you need to report on this, then a custom field is the best option to place the info.

Hi @yelyah.nodrog, I can confirm that @Steve Giller's guess is correct: Only the Team (Display) Name is available as the answer; not the Team ID required for the assignment. The next best you can do is create a static/"dynamic simple list" of Teams with the ID in the value and appropriate display name. I'll raise it with the devs - it might be considered a defect.

Hi @QEHNick, Unfortunately, it is currently not possible to connect to a second table within the measures. The table one would need is the h_itsm_requests table. Another solution would be to allow the creation of measures based on "Entity" - a "Change Request" Entity would do the back-end database hook-up for you. Either solution would be considered a Feature Request.

Hi @Oscar Stankard, You could indeed manage it with multiple configuration files and filters. That being said, there is a "Type" configuration which allows you manage the user type. Setting : "Type": { "Action": "Create" }, Set to "Create" in combo with a basic user in the regular configuration will make all new users to be "Basic", but, importantly will NOT modify the current status of full "user" users. So, with this (single) configuration, you just need to manually upscale the necessary users when they start.

Hi @Adrian Simpkins, There are a few solutions. You could modify the IC to ask for the firstname.surname instead or alongside the email address. You could also create a Human Task to have one of your people to sanity check and insert the (correct) firstname.surname for processing. Finally, you might want to have a look under Hornbill Automation where there is a set of "String Utilities" under the "Scope" of "Application" - you'll need the RegEx Substring with a "Regular Expression" of: (.*)\@nhs\.net and "Flags" as: /0,1 that should "result" in what you are looking for.

Hi @Rob Gething, It appears that you are changing the Asset Class. Each Asset Class is linked to a particular secondary table. Your API actions have likely broken the link between the main CMDB record and the secondary table data. I suspect you tested a few things with Asset 506 which changed that link in a different way to the assets you are currently testing. Hence the difference in behaviour/error message. IT is currently not possible via the GUI to change the Asset Class of an asset and there is currently no API to change the Asset Class of an asset either. The asset class data link mentioned might not be the only link maintained behind-the-scenes. It is ill-advised to directly manipulate the data without knowing/imagining the possible consequences.

Hi @Hiten, Just for completeness, details on how to create and schedule reports (to be sent to any email address) can be found at the following locations: https://wiki.hornbill.com/index.php?title=Reports https://wiki.hornbill.com/index.php?title=Report_Scheduling

Hi @Jeremy, The best way of working out what is happening is to select/click the "Source" button. You then get a view of the HTML which makes up the email. From here it should be relatively simple to figure out what needs changing - provided you know: a little HTML (specifically how hyperlinks work: https://www.w3schools.com/html/html_links.asp ) that Hornbill Email Template variables are between a double-set of curly braces (in case of:) Hornbill Email Template variables CAN be part of a URL - ensure it looks correct in the href-attribute

Hi @Emily Patrick, There is a "Task" of "Regex Substring" under the Scope of "Application", "Type" of "String Utilities". This makes it possible to extract specific data from a given Input Text. The Input Text can be the result of the Source Email Details of a Request. The RegEx that you will need is the "tricky" bit - it heavily depends on the exactness of the input text. At a GUESS: Regular Expression: ^Username:\s(.*)$ Regular Expression Flags: /0,1

Hi @yelyah.nodrog, The data is stored in the h_itsm_service_catalog table - you will want to add a few filters as there are duplications for different languages/translations.

Hi @Berto2002, The seconds field is actually not in use - at one stage this was the intended granularity, but with network delays the accuracy would be misleading. The other two fields are only in temporary use - by the app. Even though they populate for the time that the timer is running, the data gets removed once the timer stops. The data you are after is the in the "Time" field which contains when the entry was made and the "Minutes" field which holds how much time (in minutes) was spent - which you would want to sum.

Hi @Oscar Stankard, keysearch is not an Azure Field, please use userPrincipleName or other relevant field instead. I'll remove that reference from the documentation - the conf.json combined with the utility DOES have a more suitable example

Hi @QEHNick, Along with the change to the configuration file to make it v3.x compatible, a (significant) bug was found in the v3.0.0 release. Please download the latest iteration of the utility (v3.0.1 as of this writing): https://github.com/hornbill/goDBAssetImport/releases/latest v3.0.0 configuration files should work now. v2.x configuration files will need to be re-written to v3.x format.

Hi @QEHNick, Thanks for that, it is indeed what I needed:-) From the log file I can tell that your binary/executable is v3.0.0 whereas your configuration file is (still) in the v2.x format. Either downgrade back to v2.4 of the asset import utility or migrate your configuration to the new configuration format (you will notice that predominantly the top area of the configuration has changed).

Hi @QEHNick, I appreciate that that is the Query from the configuration file. I am looking for the query from the .log file. You will find that in the "log"-folder alongside the .exe. The log file will contain the full SQL as was sent to the DB Server. I can see from the configuration files you have posted what SQL is supposed to be there, I want to confirm the actual SQL matches expectations.

Hi @QEHNick There should be a line in the log file which gives the full SQL query being run (per asset type). [DATABASE] Query for [[AssetType]] assets: ... What is the query stated there... This log entry should be in between the two lines (per type) you provided - which will have been visible on screen.