ALIPO

Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx

Good afternoon We have an issue with a widget on a report that is not adding the call details of a call that they have worked on (and added time) where they are not the owner of that call. The technician can see the time that they have added to the call is shown in their 'My timesheets' and the call itself shows their time too but the call details are not displayed in the widget. The widget component to gather the accumulated technician data is: select h_pk_reference as 'Call No', h_summary as 'Summary', h_datelastmodified as 'Last Modified', h_withinfix as 'Status' from h_itsm_requests where h_status IN ('status.open') AND h_ownerid = 'AVAUG' AND h_datelastmodified >= CURDATE() The report then uses the following: select h_minutes, h_update_time from h_timesheet_values where h_member='AVAUG' order by h_update_time Looks like the update field (h_update_time) on h_timesheet_values is not being updated. @Hornbill Support Team - Where are we going wrong please? See attached Regards, Andrew cc: @Geoff Soper @Ann-MarieHolloway SR00027821.docx

Our working days are Mon - Fri 08:00 - 17:00 = 9 hours, so using a 3 day SLA (72 hours) = 8 actual days, so the calculation is correct. I have since amended SLAs in accordance with 1 day = 9 hours rather than 24 hours Thanks @Martyn Houghton for pointing me in the right direction

I have an issue with the calculation of a P4 call. A P4 call was raised today has its resolution date calculated as 11/03/19 which is longer than the 3 day resolution it should have been given The priority was changed to P3 on the same call and the resolution was correctly calculated to 08/02/19 as per the ServiceDesk hours set in config Any ideas?

Does anyone know if it is possible to configure Service Manager to suggest previously resolved or closed tickets calls (by weighting hopefully) that would assist support analysts with the resolution of their open tickets?

It is both categorised, assigned to a team and resolved. In the end I restarted the last step and the workflow completed. Thanks.

Hornbill SR00013160 on our IPO instance of Service Manager results in the attached error. It is a service request that follows our standard service request process. Any ideas? Cheers, Andrew