Alisha

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

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

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

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

@Paul Alexander, I could re-create them, but if there's an option to edit them, it would be much quicker!

@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.

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

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

Hello, Happy New Year! I have a datalist widget to show all open Critical Incidents, the Fix By time and the Team it's assigned to. Is there a way of changing the text colour to red if the Incident is about to breach in one hour's time? Or an alternative way of displaying this information? Many thanks, Alisha

Hi @Deen, Thank you. We can't easily count comments on the timeline. However, if we were to link the Incident and write a comment at the same time, we'll be able to see the count in 'Linked requests'. Many thanks, Alisha

Hello, Please could we have the ability to add descriptions when linking Incidents to Problems? In the same way that we can add descriptions when adding connections to a request? Many thanks, Alisha

Hello, I was just wondering if it would be possible to request custom fields on resolutions, please. What we have in mind is having an FAQ tick box that the technicians can use when they resolve the request so that we know which resolutions to turn into FAQs. This would be easier for them to do than edit the Details form and tick the box there. Many thanks, Alisha

Hi @James Ainsworth, Thank you. This automation would be really helpful for us, due to the delay in us processing the email (if received out of hours) and stopping the SLA clock manually. Many thanks, Alisha

Hi @James Ainsworth, Our Business Process is set up to email the supplier with the fault details after the Incident is prioritised. The email that we receive back from the supplier could happen at any time between receiving our initial email and resolution. Many thanks, Alisha

Hello, We would like to put existing requests on hold based on the subject line of an email from a supplier. Is this possible to achieve within the Business Process please? If not, please could we request this as an enhancement? I've seen the 'Wait for Request Email' option, but this seems to be for when an email is sent from the request, and not the other way around. Any help would be much appreciated. Many thanks, Alisha

I somehow made it work by adding: AND h_requesttype = "Incident" And removing: AND h_sub_status IN ("Parent - With Third Party", "Parent") I'm not sure why that worked but it has!

Hi @Steve Giller, We have a workaround for the slideshow timing out. However, I was wondering if it would be possible to have a link/icon to dashboards/slideshows within the menu as shown above please? Many thanks, Alisha

@Bob Dickinson I have also tried changing it to the following and that seems to work. WHERE h_fk_priorityname = "Critical" AND (h_fk_servicename ="Service Name 1" OR h_fk_servicename ="Service Name 2") But as soon as I remove the below, I get the error again. AND h_sub_status IN ("Parent - With Third Party", "Parent")

Hi @Bob Dickinson, Thanks for your quick response. I receive the below error when I remove that one line. We do currently have an open Critical Incident and that does appear on the widget when using the full query. We do actually have two services listed, and when I removed one it started to work. Is it not possible to have the below line at the beginning? WHERE h_fk_servicename IN ('Service Name 1', 'Service Name 2') For example: SELECT h_pk_reference AS 'Open Critical Incidents', h_summary, h_fk_team_name FROM h_itsm_requests WHERE h_fk_servicename IN ("Service Name 1", "Service Name 2") AND h_fk_priorityname = "Critical" AND h_status IN ("status.new", "status.onhold", "status.open") ORDER BY h_pk_reference DESC Many thanks, Alisha

Hello, I'd like a widget so we can see all Critical Incidents. My original widget is as follows and this seems to work fine. SELECT h_pk_reference AS 'Open Critical Incidents', h_summary, h_fk_team_name FROM h_itsm_requests WHERE h_fk_servicename = "IT Services" AND h_fk_priorityname = "Critical" AND h_status IN ("status.new", "status.onhold", "status.open") AND h_sub_status IN ("Parent - With Third Party", "Parent") ORDER BY h_pk_reference DESC However, when I remove one line (see below) because we don't actually want the sub-status in there, it no longer works. Does anyone know why please? SELECT h_pk_reference AS 'Open Critical Incidents', h_summary, h_fk_team_name FROM h_itsm_requests WHERE h_fk_servicename = "IT Services" AND h_fk_priorityname = "Critical" AND h_status IN ("status.new", "status.onhold", "status.open") ORDER BY h_pk_reference DESC Many thanks, Alisha

We had this issue yesterday and the day before as well, but it seems to be working again today.

This is also an issue for us.

@Steve Giller Thank you. Sorry, I couldn't find it on https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table so thought it wasn't on that table and didn't think to check the same table on the Entity Viewer!

Hello, I'd like to create a widget that displays how many requests we have with the sub-status 'Third Party'. Which table holds the sub-status information please? Many thanks, Alisha

@Conor Thank you so much!