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mojahidm

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mojahidm last won the day on March 15 2018

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About mojahidm

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  1. Thank you @Martyn Houghton I've tried to have another go at this, but no data was returned when I ran the SQL query. I managed to narrow down the issue to the h_sm_catalog_subs_exclusions.h_catalog_id I jigged the SQL I had to try to figure out if the h_sm_catalog_subs_exclusions.h_catalog_id matches up to the h_itsm_service_catalog.h_id, but it doesn't appear to SELECT hsc.h_firstname, hsc.h_pk_id, hsc.h_email_1, hisc.h_id, hisc.h_catalog_title, hiss.h_fk_subscriberid, hscse.h_subscriber_id, hscse.h_catalog_id FROM h_itsm_servicesubscriptions hiss JOIN h_sys_contact hsc ON hsc.h_pk_id = hiss.h_fk_subscriberid AND hiss.h_subscribertype = 'Contact' JOIN h_itsm_service_catalog hisc ON hisc.h_service_id = hiss.h_fk_serviceid and hisc.h_catalog_title = 'Manage Users and Terminals' and hiss.h_fk_serviceid = 28 JOIN h_sm_catalog_subs_exclusions hscse ON hsc.h_pk_id = hscse.h_subscriber_id and hscse.h_subscriber_type = 'Contact' ORDER BY hsc.h_firstname The hisc.h_id was different to the hscse.h_cataglog_id Side Note: The hsc.h_pk_id, hiss.h_fk_subscriberid and hscse.h_subscriber_id all match up - so this part is good :-)
  2. Hi @Steve Giller Were you referring to the following: I thought it might be this, but I still get notifications for the documents...
  3. Hi, I'm struggling a bit with disabling the below notification It's one that I keep getting from a document that is refreshed from a report refreshing Does anyone have any ideas on how to stop this notification from occurring?
  4. Thank you @Martyn Houghton I decided to forgo the organization info and strip it to the bare necessities to make it easier I've now got the below: SELECT hsc.h_firstname, hsc.h_pk_id, hsc.h_email_1, hisc.h_catalog_title FROM h_itsm_servicesubscriptions hiss JOIN h_sys_contact hsc ON (hsc.h_pk_id = hiss.h_fk_subscriberid AND hiss.h_subscribertype = 'Contact') JOIN h_itsm_service_catalog hisc ON hisc.h_service_id = hiss.h_fk_serviceid and hisc.h_catalog_title = 'Manage Users and Terminals' and hiss.h_fk_serviceid = 28 Which gives me all subscribers to the serviceid 28, but I'm stuck on how to get a list of the subscribers that can view a particular CI (such as a SR CI called 'Manage Users and Terminals' I can't figure out which table might hold the data for which contact can and cannot view a particular CI...
  5. Hi, I'm trying to find a way to pull out all contacts/organizations/etc... who have visibility to a particular catalog item I saw this on the forums: SELECT h_sys_contact.h_firstname, h_sys_contact.h_lastname, h_sys_contact.h_email_1, h_sys_organizations.h_organization_name, h_itsm_services.h_servicename FROM h_itsm_servicesubscriptions JOIN h_container ON h_container.h_id = h_itsm_servicesubscriptions.h_fk_subscriberid JOIN h_sys_organizations ON h_sys_organizations.h_organization_id = h_container.h_type_id JOIN h_itsm_services ON h_itsm_services.h_pk_serviceid = h_itsm_servicesubscriptions.h_fk_serviceid JOIN h_sys_contact ON h_sys_contact.h_organization_id = h_sys_organizations.h_organization_id WHERE h_itsm_servicesubscriptions.h_fk_serviceid = 113 Which is almost what I want, but I need it at the catalog item level I've tried joining table h_itsm_service_catalog, but I'm getting contacts that I'm not expecting So far I have this: SELECT h_sys_contact.h_firstname, h_sys_contact.h_lastname, h_sys_contact.h_email_1, h_sys_organizations.h_organization_name, h_itsm_services.h_servicename, hisc.h_id, hisc.h_catalog_title, h_sys_contact.h_pk_id, h_itsm_servicesubscriptions.h_pk_id, h_itsm_servicesubscriptions.h_fk_subscriberid FROM h_itsm_servicesubscriptions JOIN h_container ON h_container.h_id = h_itsm_servicesubscriptions.h_fk_subscriberid JOIN h_sys_organizations ON h_sys_organizations.h_organization_id = h_container.h_type_id JOIN h_itsm_services ON h_itsm_services.h_pk_serviceid = h_itsm_servicesubscriptions.h_fk_serviceid JOIN h_sys_contact ON h_sys_contact.h_organization_id = h_sys_organizations.h_organization_id JOIN h_itsm_service_catalog hisc ON hisc.h_service_id = h_itsm_services.h_pk_serviceid and hisc.h_catalog_title = 'Manage Users and Terminals' WHERE h_itsm_servicesubscriptions.h_fk_serviceid = 28 and h_request_type = 'Service Request' I tried to trace where the issue might be. I found that within the h_itsm_servicesubscriptions table the above h_pk_id has h_fk_serviceid of 28, but it shouldn't... Could I confirm the following: h_pk_id = h_sys_contacts.h_pk_id h_fk_serviceid = h_itsm_services.h_pk_serviceid
  6. Hi Team, Would it be possible to add the 'Is Analyst Unread' option as a criteria in the 'Create New View'? As you can imagine, with a high work volume, it can be extremely helpful when you can break the work up and organise it. For instance, filtering out by h_isanalystunread, and then ordering it from oldest to newest for 'last updated' or by when the ticket was logged Kind regards, Mojahid
  7. Thanks @James Ainsworth I believe we already publish to the document manager. The query was more with regards to tidying up standard reports themselves that were no longer required, but there was a hesitancy on deleting it. I think we'll likely wait for a few months more and then just delete the reports :-) Kind regards, Mojahid
  8. Hi, Is there a way to archive the standard reports, in a similar manner to how contacts are archived? We have some reports that are no longer required, but we wanted to keep them on the system for a bit longer (around 6 months) before deleting them permanently. There are some reports that are a snapshot of tickets that were open at the beginning of a particular month, otherwise it would be possible to run the reports with a different date range if we required them again. Kind regards, Mojahid
  9. Additional Note - Example of going from In-progress status to sub-status with on hold function No Reason is needed, no reminder needs to be set and default visibility can be customer for this sub-status. It adds an additional step that once or twice is fine, but when we're using this on a regular basis and going through a number of tickets can be cumbersome...
  10. Hi team, One of our users advised that the system had too many dialog boxes. When we're working and trying to get work done as efficiently as possible, having those extra clicks can slow us down :-( Following a discussion, we were wondering if it is possible to have a setting that allowed us to choose whether or not a dialog box would pop up. The key ones are: 1. When putting a ticket on hold, having the option to directly put it on hold without the popup boxing asking for the reason. The reason can be put on the timeline before or after putting the ticket on hold. As for visibility, again if there was a setting that lets us decide if we want it to default to be visible for customer or not. 2. When changing the ticket from on-hold to In-progress . I believe this is sub-statuses that we have set up, but the option to not have a dialog box pop up when changing sub-statuses 3. When re-opening a ticket. More often then not, the full details are put onto the next update Many thanks, Mojahid
  11. Hi Team, Would it be possible to have a button/page/section within our profiles that lets us manage our snippets? Currently, you have to go to the email and manage it from there, but one of our users enquired if it could be managed from our profile page Many thanks, Mojahid
  12. Hi team, One of our users enquired if it was possible to attach a file at the point of resolving a ticket? Currently, when you resolve a ticket you see the below: Once the 'Resolve' button is clicked, an automatic email is sent to the customer as per our BPM process. Far as we know, there isn't a way of having an 'Add an Attachment' option here, but we wanted to double check with yourselves and if not possible, is there a possibility of a RFE for it? Or if you knew of a workaround... Many thanks, Mojahid
  13. Hi Team, any update on the above? Kind regards, Mojahid
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