Alisha

Hi @Steve Giller @Conor, The widget is as below, but it doesn't seem to work. We definitely have requests in the queue that haven't been responded to within 30 minutes. Is there something I'm missing? SELECT h_pk_reference AS Reference, SEC_TO_TIME(h_itsm_requests.h_responsetime) AS 'Response Time' FROM h_itsm_requests WHERE h_responsetime > 1800 AND h_withinresponse IS NULL AND h_fk_servicename = 'IT Services' AND h_requesttype IN ('Incident', 'Service Request') AND h_fk_team_name = 'IT Service Desk' AND h_status IN ('status.open', 'status.new') ORDER BY h_responsetime desc Many thanks, Alisha

Hi @Conor, This is excellent, thank you. Is there a way to only keep the requests that haven't been responded to on the widget? So if the request hadn't been responded to within 30 minutes it would show, and then it gets removed after it has been responded to. Many thanks, Alisha

Yes, we've been having issues this morning as well.

Hello, I was wondering if it would be possible to create a widget to see how many requests have not been responded to within 30 minutes of it being logged by self-service. The 30 minutes is actually before our response timer. I was thinking about doing something like this, but don't know if I'm going about it in the right way. I'm hoping someone with a background in SQL might be able to help. SELECT h_pk_reference AS Reference, DATE_FORMAT(h_itsm_requests.h_responsetime,' %H:%i') AS 'Response Time', WHERE h_itsm_requests.h_responsetime BETWEEN NOW() AND DATE_ADD(NOW(), INTERVAL 30 MINUTE) AND h_requesttype IN ('Incident', 'Service Request') AND h_status IN ('status.open', 'status.new') Many thanks, Alisha

+1 for us as well please.

Hello, We would really like to be able to use hyperlinks in our Resolution Snippets. This is so we can direct customers to information that is available elsewhere. (I've tried Wiki markup to see if this would work but it doesn't.) Please could we request this as an enhancement? Many thanks, Alisha

Excellent, thank you @Steven Boardman! 500 characters should be enough for us.

@Keith Stevenson Looks stable now, and confirmed with other users that it's back as well, thank you.

This has been affecting us as well. Thank you for looking into this so swiftly.

+1 for us as well please.

Hi @Ehsan @Steven Boardman, Is it possible to increase the character limit in the Description field for Bulletins please? I have applied the Wiki markup, but as the links and markup text are quite long we have run out of space and are unable to change the text formatting of one of the links. Many thanks, Alisha

Hi @Ehsan, Can this only be done in the Business Process? We are currently only using the custom field in the Progressive Capture and email template. My profile shows the date format as dd-mm-yyyy. Many thanks, Alisha

Hello, Is it possible to change how the date appears in custom fields? I have used a Date Control and h_custom_a in a capture, but when I use the custom field in an email template, the date shows as yyyy-mm-dd. I would like it to show as dd-mm-yyyy. Is there a way to change this please? If I use h_custom_21, then a time shows, which is not what we want. Many thanks, Alisha

Hello, We would like to be able to select a to and from date in a progressive capture within the same field, so that we don't have to create two separate fields. The reason for this is that we are running out of custom fields. For example, we currently have to create it like this: Access start date = (customer picks a start date) Access end date = (customer picks an end date) We would like to have this instead: Duration of access = (customer pick a start date -- customer picks an end date) Please could we request this as an enhancement? Many thanks, Alisha

Thank you, @Martyn Houghton. Do you know if it's possible to report on it without using the Timeline h_buz_activities table? That particular table was causing us issues as it looks at so much information.

Hello, If we use a custom field on the 'View Details Form', are we able to report on which analyst clicked on the tick box or selected something from a drop down list? Many thanks, Alisha

Hi @Steve Giller @James Ainsworth @Bob Dickinson, Is there a timeout on the slideshow? We are using the link: https://admin.hornbill.com/instancename/app/com.hornbill.servicemanager/analytics/slideshows/3/play/ We are receiving the below error every so often but we are only using it on one screen and not sharing it with multiple computers. Many thanks, Alisha

Hi @Bob Dickinson, This is very helpful, thank you so much! Is there a way to add the reference number to the report? Is the Activity Type the column I would use to filter out Incidents? If turned into a widget, is it possible to remove the urn:sys:user prefix? Many thanks, Alisha

Yes, it's slow for us as well.

Hi @Bob Dickinson, I managed to get around this by doing a count on all the requests logged today by the Service Desk minus all requests resolved today by the Service Desk, which gave me a number and it seemed to add up. Not sure if this is correct or not! But yes, the counter should only be live for today, and then reset back to 0 at midnight. There is something else that I would still like help with if that's okay please? Thank you very much, Alisha

Hello, On the Main Request Table - https://wiki.hornbill.com/index.php/Table_Info:_Main_Request_Table - it mentions the field h_impact and that it's not yet implemented. I was wondering when this will be implemented please so we can report on Impacted customers? Many thanks, Alisha

Hello, Is there a field within h_itsm_requests for the ID of the analyst who updated the request? I can't seem to find anything for that. We need to report on how many times each analyst has added a customer as 'Impacted' each month. I've had a look at h_itsm_request_connections but can't seem to find anything that fits in that one either. Any help would be much appreciated. Many thanks, Alisha

Hello, We've noticed an issue with our categories/summaries after build 1727 was installed this morning. We have the summary set as the logging category in the Business Process. In the Incident Configuration, we have set the 'Request Category Level' to hide two levels. However, when requests are logged, the summaries are now showing the category levels that we have hidden. This wasn't an issue before the update. Has anyone else noticed this issue?

Hello, Is it possible to have more than one person in the 'Used by' field in Assets? We have teams that operate in a hot desk environment and it would be handy to have a few assets displayed for each customer. Many thanks, Alisha

Hi @Steve Giller, We'd like a slideshow displayed in the Service Desk without all the behind the scenes admin functions. Would it be possible to have a link to the slideshow on this page (below)? Many thanks, Alisha