mojahidm

Thank you @ArmandoDM

Hi team, I have a rather urgent issue that we just noticed and I was hoping for some assistance. We are planning to go live with UK this week and because it works a little differently hadn't noticed a particular snag. Only certain individuals are allowed to raise Service Requests. We wanted to limit visibility for this and the catalog visibility option appeared to be exactly what we needed. However, we noticed that if the organisation the individual is at is excluded from viewing the catalog item, then the individual cannot see it either: The Mojahid Darlington account cannot see the 'Create Report' Catalog Item, unless the Darlington organisation is set to Included as well. This would mean that all others within the Darlington organisation would be able to view the Service Request CI. It makes sense, as the deny rule would take precedence over the allow rule, but it does throw a snag in how we were hoping to work. Is there any advice that you can give to us as a workaround? We have a lot of organisations with a good number of contacts in them. It isn't really feasible to have all contacts within an organisation added to the service and then excluding the ones that shouldn't be able to view the SR CIs, which is the only workaround I could think of... Many Thanks, Mojahid

Hi Team, I was hoping someone might be able to advise me on how to get a list of subscribers to a particular service? There's the ServiceSubcriptions table but it has no relationship that I can see. The 'Subscriber ID' looks like the foreign key, but I've not been able to find which table it links to so that I can pull through the subscribers details (such as the organisations and contacts) Many Thanks, Mojahid

Hi Team, Would you be able to advise me if it is possible to create a measure for incidents that were logged in a particular month and not completed by the end of the month (i.e. outstanding incidents)? I've been able to create one by having the 'Query where clause' check to see if h_dateresolved IS NULL But i would imagine that it will pull through cancelled requests and that the next month the h_dateresolved would have an entry in it. Which would mean that if we ever had to resample the data for any reason, the stats would no longer be correct Currently displays as expected: But if Sandbox 1c is ever resampled, we'd loose the data :-( kind regards, Mojahid

@James Ainsworth Thank you :-)

Hi @James Ainsworth The intended audience that would need to see when the Service Requests are going to be fulfilled would be a group of analysts (i.e. Servicedesk UK). The reason behind this is that currently, external customers will raise Service Requests asking us to make amendments to their system. For example, a change in the pricing of sales items, entering a closed date, creating a new category. Quite often, these changes have to be scheduled and cannot be completed until a particular day, such as after a bank holiday or when a new promotional deal becomes active. Different analysts will action these Service Requests and the idea behind the calendar is that we can have a view of all Service Requests on a particular day, thereby being able to cover for anyone who is off sick (Someone else could pick up the scheduled SR Work). As you mentioned, the higher impact and more complex work would go through the change process, but changing 10p to 30p on a particular day would be raised as a SR by our external customers. This is a nice option to have, rather than a must and therefore something I'd like to bring to Hornbill's attention if any discussions for future improvements regarding the change calendar occurs :-) Kind Regards, Mojahid

Hi team, Is it possible to have a Service Request Calendar, as there is a Change and Releases Calendar? There are some standard, low risk changes, such as a large number of user accounts being created If this feature doesn't exist, could it be considered for the future? Many thanks, Mojahid

Is it possible to filter by team on the Change Calendar? If not, is it possible to consider as a future improvement? Mojahid

Hi, Do you know if it is possible to have multiple counts and multiple group by in reports? The SQL I have is: select h_fk_servicename, count(h_fk_servicename) as 'No. of Service', h_catalog, count(h_catalog) as 'No. of Catalog', h_category, count(h_category) as 'No. of Request Category' from h_itsm_requests where h_datelogged between '18-07-01' and '18-10-03' and h_fk_team_name = 'Servicedesk UK' and h_container_id = 68 group by h_fk_servicename, h_catalog, h_category order by count(h_category) desc and I'm trying to get it to run as a report, but you only seem to be able to choose one column to count and Group By: Mojahid Side Note: Working on a report that will let me see the Top 10 Request Categories, showing me the ServiceName, CatalogName and RequestCategory

Hi, I'm trying to get the Top 10 Request Categories that were used, but I'm not quite sure how you would do this in a report I can get it working in database direct Do you know if this is possible? Mojahid

@James Ainsworthoooh, that looks nice. The report I'm after is a timescale of how long it took to resolve an incident. The thread can be closed though as it seems that I made a obvious mistake and forgot to account for the non-working hours :-) I'll bring the in app reporting option to my team. Looking forward to seeing it Mojahid

@James Ainsworth and @Martyn Houghton Thank you guys :-) Mojahid

Hi, I'm trying to create a report using the h_itsm_requests.h_fixtime as a way of calculating how long it takes to resolve a incident I created some test tickets and then resolved them same day, one day later, two days later, three days later and 4 days later. I expected the h_fixtime to reflect the time in seconds it took to get the ticket resolved, but it seems to be off by a lot For example, I expected the below h_fixtime to be 574,303 instead of 131498: I did also notice that the h_dateresolved time is behind by an hour. I would have resolved the ticket at 8:56:21 rather than 7:56:21 I've also checked the resolve timer start and stop and it appears to be okay in that it starts the timer and ends it when expected. I tested this by looking at the h_itsm_request_sla_targets table The time here is correct. but the h_target_completed_duration is confusing me I can't understand how it is being calculated kind regards, Mojahid

Hi, during one of our meetings it was raised that as a user when an incident is created from a service and the support analyst opens it, we have to go down to edit the ticket details to set Request Category. We would prefer to select Request Category from the Action bar, same as Priority. I'm not sure if this is already possible, but if not can this be considered as a Request for Enhancement? Many thanks, Mojahid

+1

+1 :-)

Hi, A while back I set up the Service Levels and last Wednesday it was working with no issues However, when I logged an incident on Monday (03/09/18) the default service level was no longer being set. I have a vague recollection of creating the SLA in the Services SLA tab and then there would be a corresponding one that got created in the main SLA tab The above is a screenshot when I was trying to figure out how to set a default SLA ArteMIS is the Service. When I now go into the main SLA tab: The 'no service level select' is no longer there and I cannot recreate it Mojahid

Hi Team, Is it possible to make it so that Service descriptions are not mandatory? Many of our Services have a brand name and therefore adding a description to it adds no value. If not, could we request it as an improvement? kind regards, Mojahid

Thank you @Steven Boardman Exactly what we were after Kind regards, Mojahid

Hi, I've searched around, but I've been unable to find an answer to a question a colleague has asked regarding the ability to amend an update in an incident: I get the following options: This would be required in the event that an Update is in error i.e we've later found out that the information in the Update isn't correct, so we go back and amend it Kind regards, Mojahid

Thank you @Martyn Houghton!!!! Mojahid

Hi, We've raised some incidents from emails and noticed that there isn't an option to select a Service. I've looked around and I could just be missing something obvious, but was hoping you might be able to point me in the right direction? If it's a BPM, I'm not sure which was in used when logging incident from email kind regards, Mojahid

Thank you @James Ainsworth That's awesome!

Thank you @James Ainsworth :-) Mojahid

When a customer is within a ticket and they wish to upload an image, they will need to add text. Otherwise the 'Update' button is greyed out Reproducible steps Log into customer portal > Go into a ticket > In update tab - Upload Image > 'Update' is greyed out, unless you add some text. I'm not sure if this is by design, but it could confuse customers when they try to upload an image and not realise that they than need to add text for the 'Update' button to be active kind regards, Mojahid