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Alisha last won the day on November 15 2018

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  1. Hello, We've updated our instance to Build: 1819 today and have noticed that our filters are not working as expected. For example, we have created a filter to show all the requests from one team that have no owner, however, we are seeing requests from all teams with no owners. Is anyone else having this issue and is it related to the update? Many thanks, Alisha
  2. Hi @James Ainsworth, Thank you - it looks like we can use that setting even though we are using the Custom SQL Query option, which is really helpful. Many thanks, Alisha
  3. Hi @James Ainsworth, Do you have an update on this, please? We would like to have the option to disable comments when a request is closed so that customers don't raise anything new that way. Comments here could also easily be missed. Many thanks, Alisha
  4. Hi @James Ainsworth @Victor, Is there a different translation string for this, as our admin.general.norecords already shows 'There are no records to display', but we still have 'There is no data available for this datalist' in the Widget. Many thanks, Alisha
  5. Don't worry about this, I have managed to use the nested REPLACE function to get what we need for both, but it was a bit tricky with all the brackets! However, if there is a cleaner way of doing this, it would be good to know!
  6. Hello, I have two questions please. 1. Is there a way to display the Status in a widget with just 'Open', 'Closed', etc. rather than 'status.open' and 'status.closed'? 2. I have created a widget to show the most recent calls logged by analysts today. I have used h_createdby, but I would also like to use the Handle, which I understand is stored in h_name in the h_sys_accounts table. How would I do the join to display the Handle please? Any guidance would be much appreciated. Many thanks, Alisha
  7. @Bob Dickinson Thank you so much! That is perfect.
  8. Hi @Bob Dickinson, I made a separate widget to show Critical Incidents that will breach in 1 hour. However, when the Incident is still open a day later, for example, it doesn't show on the widget. How could I amend the SQL please? SELECT h_pk_reference AS Reference, h_ownername AS Owner FROM h_itsm_requests WHERE h_fixby BETWEEN NOW() AND DATE_ADD(NOW(),INTERVAL 1 HOUR) AND h_fk_servicename = 'IT' AND h_requesttype IN ('Incident', 'Service Request') AND h_fk_priorityname = "Critical" AND h_status IN ('status.new', 'status.onhold', 'status.open') ORDER BY h_fixby ASC Many thanks, Alisha
  9. Hello, I'd like to use the custom widget so we can add an image to our dashboard. However, the image does not load. We are hosting the image internally, but I did a test and added an image to a Service Manager FAQ and copied the URL from there. Unfortunately we have the same result with the broken image. Does anyone have any ideas why this might be please? Using the image from a Service Manager FAQ produces the following URL (instance name edited out). https://service.hornbill.com/instancename/php/attachment/image.php?application=com.hornbill.servicemanager&entity=Faqs&key=58&secure&filepath=image1579008519027.28421.jpeg Many thanks, Alisha
  10. Hello, I currently have two separate widgets for Today's Changes and Today's Releases. However, I would like to have them all on one widget. Is this possible? Would it mean having 3 joins on h_itsm_requests, h_itsm_changerequests and h_itsm_releases? I'm not sure how I would configure this. Any guidance would be really appreciated. Many thanks, Alisha
  11. Hi @James Ainsworth @Bob Dickinson, Is there an update on being able to filter email templates/restrict which teams can use them? Many thanks, Alisha
  12. @Paul Alexander, I could re-create them, but if there's an option to edit them, it would be much quicker!
  13. @Steve Giller @James Ainsworth Is there any chance of being able to use custom fields in Snippets? We'd also like to see customer location and contact number in there.
  14. Hi @Paul Alexander, Did you find out the answer to this? I'd also like to know as I'd like to edit some snippets rather than delete and re-create them. Many thanks, Alisha
  15. Hello, Is there a way of finding out who has clicked on the 'Dislike' button on the FAQs so we can get feedback on how to improve the information we provide our customers? If not, please may I suggest this as an enhancement? Many thanks, Alisha
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