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TomW

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TomW last won the day on November 27 2018

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About TomW

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  1. I am trying to find open tasks that have been assigned to a specific person i.e. approval tasks, so that I can chase them up with the assignee. I was planning on doing this by creating a report that shows all their unanswered tasks. What tables do I need to search in order to do this? Thanks
  2. Is there a way to access comments that appear in the timeline for a request? I ask because I am trying to create a report that will show the last entry that was made in the timeline for a request. I have had a good look but I can't find a table that would contain these comments. Thanks
  3. I am trying create a report to show incidents that are linked to a change request. I know that you can link incidents and requests using 'Linked Services' within an incident, but I can't figure out how to show these links when generating a report. I have tried banging my head on the desk but this doesn't work either! Please could you offer me some advice? Thanks
  4. Thanks for your reply Steven. I am looking at ways to show KPIs (Key Performance Indicators) which are calculated from Metrics. Some of the figures that I use to get the metrics are gleamed from SupportWorks and some from elsewhere e.g. changes to virtual machines. Some of this information can't be gathered from SupportWorks as they are from outside the system. At the moment I am using Excel to store some of the metrics and then calculate the KPIs from the metrics and show the information on a chart. PowerBi is something that I am considering using, but since some of the KPIs are obtained through Service Manager in SupportWorks and shown in Widgets on a dashboard, it would be nice to just copy a chart from Excel and show it in a widget on the same dashboard so everything is in one place without having to invest extra time in using another system like PowerBi. I figured I should just ask before diving down the PowerBi route. In reply to your question, the audience in this instance our team and department (IT) as we can use the KPIs to see what needs to be improved as part of CI (Continuous Improvement), very ITIL!
  5. Is it possible to show an Excel chart in a Widget, i.e. by linking to the spreadsheet or even just showing an image of the chart? SomeSomething like this may have appeared in the forum before but I am unable to find anything related to this. Thanks in advance Tom
  6. On a similar note to the question I asked above, is there a way to check how many times a call has been re-assigned?
  7. I was wondering if there was an easy way to check if a change request has been re-scheduled? I ask because I would like to generate some KPIs (Key Performance Indicators) based on the number of changes that have been re-scheduled, against the total number of changes over a time period. This way we can see if our re-schedule rate is changing over time and therefore make appropriate management decisions. Thanks
  8. Is it possible to search for requests that are associated with an asset? I ask this question because I am trying to create reports to find incidents, services requests etc. that are associated with a particular asset. There must be an association because when you look at a particular request, you can see the assets associated with it. I am essentially trying to do the reverse of this. I've been looking at the various entities in the Entity Viewer to find a link but have been unsuccessful so far!
  9. Excellent. Thanks for pointing this out.
  10. Further to my query above, I ran the report again and found that a few more items were on the list compared to the last one. These assets were created recently. I then had a go at adding an asset and found out that if I didn't enter a value for the 'Record State' then it defaulted to a value of -1. Is it possible to set the 'Record State' field for an asset as mandatory so the person adding it has to set it to either 'Current' (0), 'Active' (1) or 'Archived' (2)? This would force people to enter the value and allow us to monitor our assets better. Thanks in advance
  11. Okay, thanks for getting back to me.
  12. I have been checking some assets by creating a report and found that 5 of the assets have a 'Record State' value of -1. I thought the 'Record State' values were either 0 (current), 1 (active) or 2 (archived). Is this likely to be a hang-on from when records were copied over from the Windows version of SupportWorks to the web based one or does this '-1' state mean something else? I am more curious than anything, but from an auditing point of view it would be good to know. Cheers Tom
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