mojahidm
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Posts
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Enhancement Requests
Posts posted by mojahidm
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+1 Is there any movement on this?
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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...
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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
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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
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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
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Hi Team,
any update on the above?
Kind regards,
Mojahid
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Alternatively, is there a way to set a threshold. For instance, having it only display Organisations that have had at least 10 tickets logged
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Hi team,
I'm not sure if this is possible, but can you limit the number of bars that show up on a graph?
For instance, we have someone who is trying to create a graph (from a view) where it displays organisations and the number of tickets they have logged. However, due to the number of organisations, it looks a mess. Therefore, they asked if there is a way to limit it to the top 10 organisations with the most tickets. Is this something that is possible with views and their charts?
Many Thanks,
Mojahid
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Hi team,
Is there a way to filter against NULL values in Views?
We've got some old tickets that have no services, but are being pulled through for a view that has the following criteria:
Many Thanks,
Mojahid
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Hi Team,
I was wondering if it is possible to have a pre-timeout message on the Customer Portal.
One of our customers was enquiring if it is possible and it didn't seem like a bad idea. I've seen it in other applications and wanted to know if it was feasible for Hornbill ITSM?
Many Thanks,
Mojahid
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Additional Note
We would schedule the reports to run on a monthly basis
123 is just random numbers. They would represent the count for the Service/Request Type/Request Status
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Hi Team,
I'm working on a report where Managers want to know the following information:
How many incidents/Service Requests/Change Requests were logged/resolved/are outstanding for each service?
Something like the following:
Or anything similar that can answer the question.
As far as I'm aware, it wouldn't be possible to do using Standard Reports, but I wanted to confirm (It has to be Standard Reports so that we can publish to a library.)
The only way I can think to do this is to have multiple reports
A report that displays all services for a particular Request Type and a particular Ticket Status
But of course this would require a good number of reports
The other idea I had was to get the data that is required, publish it and then the end user would have to put it into a Pivot Table. This isn't ideal as the Managers want to be able to just view it without having to learn and understand how Pivot Tables work
Hoping you might have some ideas...
Mojahid
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Hi Team,
I'm currently working on trying to get number of services by request types
I've got the following code:
SELECT h_fk_servicename,
SUM (CASE WHEN h_requesttype = 'Incident' THEN 1 ELSE 0 END) AS incident
FROM h_itsm_requests
WHERE h_datelogged between '19-01-01' AND '19-01-31'
GROUP BY h_fk_servicenameand when I run it I get the following error:
I was wondering if you might be able to shed some light on this.
I'm trying to see if I can get a count to work in a CASE statement.
Many thanks,
Mojahid
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Hi Team,
A report that was running fine with no issues, suddenly stopped working on 20/02/2019
I get the below error:
What did the 'Error running PDF Generator Tool' refer to?
Other reports are running fine
I've manually tried to run this report and I get the same error
Many Thanks
Mojahid
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Hi team,
any update on the above?
Kind regards,
Mojahid
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Hi Team,
Is there a way to manage Catalog Item visibility for contacts other than adding them in one by one?
The scenario is that I have around 300 out of 1000 contacts that need to have access to a particular Catalog item:
I can use contact to add them in one by one - but every time I add a new CI, I have to do the same thing again and it takes far too long
I cannot use Organization as not everyone from a particular Organization is amongst the 300. (Only certain people in an organization have access to certain Service Request CIs as they are authorized within an organization to request for reports to be created, new users, etc)
Many Thanks,
Mojahid
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+1
If the role should only be used for an emergency or when first setting up the system, what do we use as a day to day for access to database direct?
Thank you,
Mojahid
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@Victor Each User
It's a report I want to figure out how many tickets I've looked through and updated in a particular day.
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Thank you @Victor :-)
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Archiving Reports
in Performance Analytics
Posted
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