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Bob Dickinson

Hornbill Product Specialists
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Bob Dickinson last won the day on June 24

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About Bob Dickinson

  • Birthday 08/26/1983

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  1. Hi @Alisha Glad it's helped In answer to your questions, not that I'm aware of unfortunately - they are two separate columns in two separate tables so I believe they cannot be merged/displayed as one
  2. Hi @Alisha Ok sorry I missed that bit. In that case you DO need the joins. Try this one - this returns any Changes or Releases that are due to start AND end between the Start of Today and the End of Tomorrow: SELECT a.h_pk_reference, a.h_fk_priorityname, a.h_summary, a.h_fk_team_name, DATE_FORMAT(a.h_fixby, '%a %D %b %Y - %H:%i') AS 'Fix By', REPLACE(REPLACE(a.h_status, 'status.open', 'Open'), 'status.onHold', 'On-Hold') AS 'Status', b.h_start_time as ChangeStart, b.h_end_time as ChangeEnd, c.h_start_time as ReleaseStart, c.h_end_time as ReleaseEnd FROM h_itsm_requests a LEFT JOIN h_itsm_changerequests b ON a.h_pk_reference = b.h_fk_reference LEFT JOIN h_itsm_releases c ON a.h_pk_reference = c.h_fk_reference WHERE a.h_requesttype IN("Change Request", "Release") AND a.h_status IN ("status.new", "status.onhold", "status.open") AND ((b.h_start_time >= CURDATE() AND b.h_end_time < DATE_ADD(CURDATE(),INTERVAL 2 DAY)) OR (c.h_start_time >= CURDATE() AND c.h_end_time < DATE_ADD(CURDATE(),INTERVAL 2 DAY))) ORDER BY a.h_pk_reference DESC Kind Regards Bob
  3. Hi @Alisha sorry for the delayed response on this. As far as I'm aware, we have not made any progress in this area, and the custom fields have not been increased so far this year. I will follow up with the developers today and see what their thoughts on the matter are. @Adam TomsThanks for the suggestion. We certain can use JOINS in our reporting to query the table that holds the answers to the questions - it depends if that's the primary purpose for using Custom Fields I guess. Other popular uses of custom fields include simply having static areas that can be updated throughout the lifecycle of a request (e.g. if an Implementation Plan for a Change needs to be amended, a Custom Field for store this info and be easily amended from the details section). Also if people want to use particular information in Email Templates then custom fields can be referenced (but PCF answers can't). So often it comes down to the use case - but you are absolutely right to follow the approach you mentioned if it works for you. Kind Regards Bob
  4. Hi @Alisha I don't believe you would need JOINS to achieve this as the request type is stored in the main request table. Does the following return what you need? SELECT h_pk_reference, h_fk_priorityname, h_summary, h_fk_team_name, DATE_FORMAT(h_fixby, '%a %D %b %Y - %H:%i') AS 'Fix By', REPLACE(REPLACE(h_status, 'status.open', 'Open'), 'status.onHold', 'On-Hold') AS 'Status' FROM h_itsm_requests WHERE h_requesttype IN("Change Request", "Release") AND h_status IN ("status.new", "status.onhold", "status.open") ORDER BY h_pk_reference DESC Kind regards Bob
  5. Hi @HHH Yes, this is the logic to paste into the node e.g. "Update Timeline" {"<name>","urn:sys:user:<userID>"} So to have myself mentioned it would be: {"Bob Dickinson","urn:sys:user:bobd"} You could also inject variables into this providing the rest of the formatting is in place Kind Regards Bob
  6. Hi @Jeremy Unfortunately there has been no further updates to this at present - although raised internally, it's not been prioritised for feasibility/development as of yet. I'll let you know of any change here. Kind Regards Bob
  7. Hi @Michael Sharp Sorry for the misinformation earlier - Victor is quite right, in that as soon as the "Mark request as responded" node has been reached in your process, it cannot be overriden. If you change the Priority (and therefore the SLA) however many times before that node, it should recalculate correctly - but as soon as that node has been reached in the BPM, that is the point at which the met/missed value is recorded and cannot be subsequently amended. Sorry if I suggested otherwise this morning Kind regards Bob
  8. Hi @Michael Sharp Just to confirm - this is the first time you are trying to set up SSO? I.e this hasn’t been working for you previously and has suddenly stopped working? If that’s the case, then I can give you some pointers as part of our next session - I need to book this in with you to discuss the usage of the most up-to-date SLA functionality, so I will contact you personally in the morning to find a time for this. You are exactly right, the solution is likely to utilise the Login ID of your users - we can discuss you set up further on our call. Thanks Bob
  9. Hi @Alisha @HGrigsby Unfortunately we don't have the option to remove this at the moment. If a request is in a status of "Resolved" the portal user will be presented with the buttons. We do have an outstanding change for exactly this feature though - I have flagged this internally and added both of you as interested parties to it, so we will keep you informed of any progress. Kind Regards Bob
  10. @Michael Sharp Following on from the "Hidden Service" idea - you could create a team called "Management" or something along those lines where only you are the member. Then in the new hidden service, add this team to the "Supported Teams" section. This means that only you will have visibility of this service and it won't appear as a selectable service for the analysts when they are raising new requests, nor will they have access to open tickets that have been raised against this service. However YOU will still have the ability to link it to existing Incidents and Service Requests as desired, and the request can still be raised against a customer. Kind Regards Bob
  11. Hi @Michael SharpRight now we don't have the ability to make a decision on a "General" group. I'm not sure why, I'll ask internally. But if you were to create the VIP group as a Company, Division, Department or Cost Center - you can achieve this by using a "Get Request Details --> Customer Details" node, followed by a decision that is searching for the group name = "VIP" - as per the following screenshots: Kind regards Bob
  12. Hi @Dinesh Tailor In Hornbill, configuring Single Sign On is the way for end users to sign into the Employee Portal/Service Portal with AD Authentication. If you are looking to enable this, the starting point will be to review our documentation - we have a number of useful pages on the Wiki that explain what Hornbill Supports, some example configurations for the Identity Provider you use (e.g. LDAP, Azure, others), and how to configure the Hornbill SSO Profile: https://wiki.hornbill.com/index.php?title=Single_Sign_On_with_SAML_2.0 Kind Regards Bob
  13. Hi @Michael Sharp You could create a Service that is not visible on the portal (configured in the Service configuration). That way a request can still be raised against the customer (using this service), but they will have no visibility of it. Would that work for you? Bob
  14. Hi @Jeremy This is a known issue - we’ve noticed the group picker appears like this in a few places. We are working on a fix, and should be corrected on your instance very soon in a future update. Will keep you informed of progress. Thanks Bob
  15. Hi @Adrian Simpkins Thanks for that, it's very useful. And I understand what you mean about mapping to consistent fields across services - it also makes things easier for reporting across services and replicating working. I'll feed that back to the development team. Kind Regards Bob
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