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TomW

Hornbill Users
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Everything posted by TomW

  1. Thanks for the information. I will see if we can use the service level targets for this. Cheers Tom
  2. Hello I was wondering if it is possible to automatically close a call if it has been active for certain period of time? For example if an incident was raised 2 weeks ago and the company has a policy to close all active (open, new, on hold etc.) incidents that are over 2 weeks old. Would this have to be done in a workflow or is there a setting in Hornbill that does this?
  3. Further to the issue above I have been trying to pass the user input variable when calling the "reportRun" API as follows: $Parameter = @( "<reportid>$reportID</reportid>" "<runtimeParameter><inputParameter><uuid>idDateLogged</uuid><value>2019-04-30 00:00:01</value></inputParameter></runtimeParameter>" ) When the code runs I get the error: Running report: 516 Run-HbReport : The element <uiid> was expected 1 time(s) at location '/methodCall/params/runtimeParameter/inputParameter/uuid' but encountered <uuid> instead At G:\Release Team\PowerBI\Incidents Related to Known Errors and Problems - Exp\Experiments\RCV - Known Errors Problems and Associated Calls\PowerShell Script\Run and Download Report.ps1:369 char:23 + $runRepResponse = Run-HbReport($reportId) + ~~~~~~~~~~~~~~~~~~~~~~~ + CategoryInfo : NotSpecified: (:) [Write-Error], WriteErrorException + FullyQualifiedErrorId : Microsoft.PowerShell.Commands.WriteErrorException,Run-HbReport The value "idDateLogged" in my code is the variable reference name that is stored when the user is asked to input a date when running the report manually. Although I may be using the wrong value for the uuid the error message returned shows that it was expecting the element "<uiid>" which isn't mentioned anywhere in the API documentation for the "reportRun" API method, and is not present in the PowerShell code that I wrote. Please could you offer some advice? Cheers
  4. I have been writing code to run, check and retrieve reports using the Hornbill API (via a PowerShell script), and this all works fine. However a couple reports have filters like "Requests -> Date Logged value is less than <User prompted input>". Is It possible to pass the "<User prompted input>" values when using the API, e.g. using something like the 'runtimeParameter' input parameter? If so how would I go about doing this? I've had a look at the source code for the 'goHornbillReportRunner-master' but the report runner doesn't include an option for this. Any advice would be useful, even confirming if this isn't possible would help as it would stop me barking up a none existent tree. Cheers Tom
  5. I have finally got this working after spending too much time barking up the wrong tree. The code to do this in PowerShell is fairly simple: [string]$url = $davendpoint + "reports/" + $reportID + "/" + $reportFileLink echo("URI: " + $url) Try { $wc = New-Object System.Net.WebClient $wc.Headers.Add("Authorization","ESP-APIKEY " + $apiKey) $wc.DownloadFile($url,$outputLocation) return -1 } Catch { Write-Error $_.Exception.Message #echo("hey ho pip and dandy") return $apiResponse } The $davendpoint variable is just the combination the values that you advised above. thanks for your help. Cheers, Tom
  6. Thanks for the information and for getting back so quickly. I'll have a look at it now.
  7. I am writing a PowerShell script to run a report using the Hornbill api and then to download the report to a specified directory. I can run the report and retrieve the name for the report e.g. "Check for Re-Openned Calls_23851.xlsx" but I do not know where I can retreieve the report from. please could you offer some advice? Cheers Tom
  8. sorry I posted this query on the wrong forum. It should be on the service manager forum
  9. I am writing a PowerShell script to run a report using the Hornbill api and then to download the report to a specified directory. I can run the report and retrieve the name for the report e.g. "Check for Re-Openned Calls_23851.xlsx" but I do not know where I can retreieve the report from. please could you offer some advice? Cheers Tom
  10. Also the report only takes three seconds to run.
  11. Thanks for your advice. The log file shows the following information: "2020/01/20 09:36:01 ---- Hornbill Report Runner V1.0.0 ---- 2020/01/20 09:36:01 Flag - Configuration File: conf.json 2020/01/20 09:36:01 [DEBUG] Loading Config File: C:\Temp/conf.json 2020/01/20 09:36:43 Running report RCV - Check for Re-Openned Calls [417]. 2020/01/20 09:37:04 [ERROR] Post https://eurapi.hornbill.com/*removed*/reporting/?method=reportRun: dial tcp *removed*:443: connectex: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond." When I use nslookup I get the following information: "C:\Temp>nslookup eurapi.hornbill.com Server: *removed* Address: *removed* Non-authoritative answer: Name: eurapi.hornbill.com Address: *removed*" I am not a network savvy person so I don't understand the response.
  12. I am trying to run and retrieve reports using the Hornbill Report Runner and have entered the relevant information in the conf.json file. When I run the command "goHornbillReportRunner_x86.exe -file=conf.json" I get the following response in the command prompt: "---- Hornbill Report Runner V1.0.0 ---- Flag - Configuration File: conf.json Running report RCV - Check for Re-Openned Calls [417]. [ERROR] Post https://eurapi.hornbill.com/'removed'/reporting/?method=reportRun: dial tcp 'removed': connectex: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond." Could you offer any advice?
  13. Thanks for the information Steve, it is a great help. Cheers Tom
  14. Hello I was wondering if it is possible to access a report in Hornbill using one of the APIs in Hornbill? Thanks Tom
  15. I found this elsewhere on the forum which dates back to 2017 but has been updated in July this year (2019): Discussion on Timesheet Manager
  16. Thanks for your reply. I can see the timesheet for myself but I need to be able to pull up a report on how much time has been spent working on calls per team or project etc.
  17. Is there a way to find how much time has been spent working on a call? I know that you can find out how much time a call has been open for "current date - date raised" or "date resolved - date raised", but I am looking for the time the call has been worked on e.g. when someone adds the time that they have spent working on the call when making an update or resolving it. Please could you point me in the write direction i.e. what tables and fields that I should be look at? Thanks Tom
  18. I just had a look and yes this does only appear in the preview window. If you run the report the dates are the normal. It looks like the preview window fix was missed in the last batch of updates.
  19. When looking for re-scheduled change requests I noticed a discrepancy in the time zone types. The dates stored in the 'Start Time' and 'End Time' fields are in GMT (Greenwich Mean Time), but in the scheduled date shown in the Timeline of the call it appears in BST (British Summer Time) which is one hour ahead! Is this a system setup issue, a minor issue with Hornbill, or something else altogether?
  20. Thanks for the information about auto-closing tasks, I'll speak to the relevant people in our office about this. The reports also look useful as it should reduce the amount of work needed for finding old calls and overdue activities (the list of these reports is growing and some are quite complex).
  21. I have been asked to chase up tasks that are older than a certain date. I can find the tasks older than this date, but have noticed that there are a lot of 'approval' tasks which are still active, but belong to closed calls. These tasks are the ones that were sent out to all people who are in a group of approvers, where only one or some of them need to give approval for the call to progress. Is there a way 'auto-close' these tasks once a call has been closed or cancelled? The only way I can think of stopping this from happening in the first place, is in the business process that processes the call. Although this won't resolve this in calls that were raised before the business process change. Hmm
  22. Thanks for your recommendation Armando, when I tried it I ended up getting a MariaDB error message about incorrect syntax appearing where the counter would be showing. I have adapted what you recommended and have managed to get it working. To do this I selected 'AVG' from the drop down list under 'SELECT' (COUNT wouldn't work as it counts rows from a list where as AVG works on numbers). I put 'h_itsm_requests,h_sm_relationship_entities' in the text box under 'FROM' In the @WHERE' box I typed 'h_itsm_requests.h_pk_reference = h_sm_relationship_entities.h_linked_entity_id' (I'm not sure this actually does anything) In the little text box between the 'SELECT' and 'DATA FORMAT' drop downs I pasted in: Finally after much palava it works. I have adapted the above for releases too by changing the 'CH%' wording, after the 'LIKE' statements, to 'RM%'. My brain is now numb!
  23. I am trying to calculate a metric to show the average percentage of incidents associated with changes by dividing 'the number of incidents linked to changes' by 'the total number of changes' and multiplying the result by 100. I would like to show this in a widget and using a count list I am able to calculate the following. Number of incidents linked to changes: "SELECT COUNT h_sm_relationship_entities.h_entity_id FROM h_itsm_requests,h_sm_relationship_entities WHERE (h_itsm_requests.h_pk_reference = h_sm_relationship_entities.h_linked_entity_id) AND (h_sm_relationship_entities.h_linked_entity_id LIKE 'IN%') AND (h_sm_relationship_entities.h_entity_id LIKE 'CH%')" Total number of changes: "SELECT COUNT h_itsm_requests.h_pk_reference FROM h_itsm_requests WHERE h_itsm_requests.h_pk_reference LIKE 'CH%'" But the metric for this is difficult. I currently have the following but the system doesn't like it: "( (SELECT COUNT h_sm_relationship_entities.h_entity_id FROM h_itsm_requests,h_sm_relationship_entities WHERE (h_itsm_requests.h_pk_reference = h_sm_relationship_entities.h_linked_entity_id) AND (h_sm_relationship_entities.h_linked_entity_id LIKE 'IN%') AND (h_sm_relationship_entities.h_entity_id LIKE 'CH%')) DIV (SELECT COUNT h_itsm_requests.h_pk_reference FROM h_itsm_requests WHERE h_itsm_requests.h_pk_reference LIKE 'CH%') ) * 100" If anyone could offer some advice, or point me in the right direction if I am barking up the wrong tree, then please let me know. Cheers Tom
  24. 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
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