[User Status via Importer]

Bump as this is still an issue.

 

Is it a case of the importer only accepting hard-coded values? I'd rather do it all with a single .json file than have to use multiple

[User Status via Importer]

And although I'm sure you already presumed as much, all other values that I'm passing into it are being accepted. It's only the Status that it's taking issue to.

[User Status via Importer]

@Steve Giller I'm using the latest importer that I extracted from goDb2HUserImport_win_x64_v2_2_8.zip on Releases · hornbill/goDb2HUserImport · GitHub

MSSQL Server is the source and I've been using this documentation:

SQL User Import - Hornbill

[User Status via Importer]

@Steve Giller No luck with that either I'm afraid. Here's the snippet from the documentation on the wiki:

   "Status":{
     "Action":"Both", /* options : Create/Update/Both ; on what action to change the User Account Status */
     "Value":"active" /* options : active/suspended/archived */
   },

[User Status via Importer]

Hi all,

I've recently updated to the new Importer and whilst attempting to configure the conf.json I keep running into an issue where the value of 'status' that we're passing over is not being accepted.  

 

Here is the relevant line from the SQL query: 

THEN 'active' ELSE 'archived' END AS [status] 

Here is the entry in conf.json:

    "Status":{
        "Action":"Both",
        "Value":"{{.status}}"
    },

 

The error states:

Error: The value '{{.status}}' for element <accountStatus> is not an allowable value at location '/methodCall/params/accountStatus'

 

Can anyone advise what I've done wrong?

[Show custom field data in the 'Customer' section of a call log]

Hi Steve,

 

That's exactly what I was after - thank you

[Show custom field data in the 'Customer' section of a call log]

Hi @Steven Boardman,

 

I've added the field into the list now but I was wondering if there's a way for me to label it so it doesn't just say 'Attribute X' as well?

[Show custom field data in the 'Customer' section of a call log]

That's brilliant, thanks for that Steven

[Show custom field data in the 'Customer' section of a call log]

Hi all,

 

As in the title, I was wondering if it's possible to add and label the data from the custom fields of a user's record so that it appears under the 'Customer' section of a call log? Currently we have fairly standard info in there such as company, job title and contact details etc.

[Requests logged under the wrong service]

Hi @Lauren,

We had similar issues (and still do to an extent), for us the main solutions were pretty much what you've suggested.

As an alternative you could try creating another general Service that's visible to both of your departments. When a ticket is identified as being with the wrong department, create a 'Linked' ticket using the new service. The process for that one could be to mimic the Summary, Description etc. of the original call and then each department should be able to assign it to the other without needing to be granted full visibility over all tickets in each other's queue.

This is only a thought though, we haven't tried it ourselves.

[Response Time Widget]

Hi @Michael Sharp

Sounds like something a custom query data list would be able to accommodate fairly easily

 

Example:

SELECT  h_pk_reference, TIMEDIFF(ADDTIME(h_datelogged, SEC_TO_TIME(h_responsesecs)), NOW()) AS Remaining
FROM    h_itsm_requests
WHERE   h_fk_team_name IN ('YourTeamName, NULL)
AND     (h_status='status.open' OR h_status='status.new')
AND     h_withinresponse IS NULL

You could change the last line to   ' AND    (h_withinresponse IS NULL OR h_withinresponse = 0) ' but this would pull back all calls with a breached response until they're resolved

[Making jobs 'eye catching' in the request list]

We've just implemented this and have also had positive feedback - makes it easier for me to get a quick glance at the important logs in our queue

[Deletion of old Service Levels]

Hi @Steven Boardman,

 

It was the Service Levels inside the SLAs so thank you for clarifying that it won't delete any historic data

[Deletion of old Service Levels]

Hi all,

 

We have recently created a number of new Service Levels for 2019. We would now like to either delete or at least hide the old ones so they can no longer be used but we don't want all of our historic tickets to be left without a Service Level.

 

Is there a way to do this?

[Conditional Dashboard?]

Hi @Bob Dickinson,

Did you manage to get an update on this one?

[Display a board on a Slideshow]

Morning,

I've just tried to put one of our Hornbill boards into a slideshow but as it's not just an option, thought I'd try doing a custom widget pointing to the url of the board in question.

 

As you can see, no luck there. Is there any way that I can do this?

 

[Active State ordering]

Simple issue, the ordering on the Active State and Published Version columns doesn't work:

[Emails with attachments]

Hi @James Ainsworth,

I had a feeling that the signature images may have been involved with this. Is there no way to simply automatically add all attachments that aren't image file types? Most attachments for us are Word docs/Excel spreadsheets (although I would understand if this isn't the case for most people).

Failing that you could have a modifiable setting that dictates a minimum image file size to qualify for automatically being attached? E.g. any images >200KB auto-attach and anything less than that doesn't?

 

[Conditional Dashboard?]

Hi all,

This has likely been asked before but I did try to have a look without success. Is there a way to have a slideshow only display a specified dashboard if certain criteria are met?

For example, having a dashboard that only displays if a ticket has/is going out of SLA or that a critical ticket has come in etc.?

[Error when logging ticket]

We've been having that recently too, we figured it was something cached on our side causing a fake error but we haven't thoroughly tested anything yet.

[Emails with attachments]

Morning everyone,

We've had a few people who have emailed our Service Desk regarding an open ticket and their email contains an attachment (a .doc or something similar). Although the email itself is being added to the relevant ticket, the attachment isn't being added to the 'Attachments' section. Is this something that's a config we need to turn on somewhere?

Currently we need to scroll through the timeline, view the email, save the attachment then go back to the ticket and add it.

 

Thanks in advance

[SLA Escalation Events]

Ah that's a shame, are there no plans of enabling an 'Advanced Automated' node alongside all the others that already exist?

[SLA Escalation Events]

Hi @Victor,

I'm looking for a way to have the summary/description text be conditional according to various inputs in a single Automated Task without requiring a decision tree before hand

[SLA Escalation Events]

Hi @Victor

 

This looks great, I can imagine a number of places this will come in useful. How come we don't have this same functionality within the ticket summary/descriptions when updating via the business process? (or do we and I just haven't seen it?)

[SLA Escalation Events]

Oo looks interesting, hadn't considered using conditional text. I'll have a play - cheers