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Bob Dickinson

Hornbill Product Specialists
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Bob Dickinson last won the day on August 25

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About Bob Dickinson

  • Birthday 08/26/1983

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  1. Hi @Emily Patrick The assignment between teams is not actually stored against the request. The information is stored in a separate table, called h_itsm_request_team_assignment so in order to report on this, we have to do a join. It's a little more complicated than the standard reports so I have attached an example for you which I think should work. This also uses prompts - so it will ask the person running it to select the assignment start/end dates between which they would like the results to be returned. Also I have done the same for the teams themselves so you can pick the team it was sent from and the team it was sent to. To upload this, go to Admin --> Applications --> Service Manager --> Reports and create a NEW report. Then click the green button in the top right hand corner and upload the attached file. Hope this helps Bob requests-assigned-between-teams.report.txt
  2. Hi @nasimg If you open the list of your processes in the admin tool, there is a "search" option available. If you type in the Team name, it will return the processes that have a reference to that team somewhere within them. It won't tell you exactly which node, but it's a good starting point: Kind Regards Bob
  3. Hi @Philip Hanlon As Steve says, the h_sys_audit_trail may help here. However I'm interested in what kind of report you are looking for here? There could be multiple assets with any number of attributes that have been changed. So I'm not quite sure how this would be presented on a single report to show every change to every attribute without having every single asset attribute as a column? Perhaps if you could describe/present what the ideal report would look like to you, it may help us advise if it's something that would be possible or not in Hornbill. Kind Regards Bob
  4. Hi @Sam P The way you have posted is exatcly the way that we would advise based on the current functionality of Custom Buttons/Auto Tasks, so hopefully that is working for you. I'm not aware of another way of achieving a "one press only" approach at present (things such as the autotask integration failing, or another exception where you actually need to press it more than once would need to be considered) - but I will feedback to development. Kind Regards Bob
  5. Hi @Alisha Yes that's the the way I would suggest - though I appreciate it's a bit painstaking to create a widget per individual. I don't think a single SUM widget then grouped by multiple members would give you all of the grouped sums as well, so I think you would have to create a measure per member, then add them to the same chart. Kind Regards Bob
  6. Hi @Alisha Unfortunately this widget is not suitable for the type of chart you require. This is a COUNT - which means it's finding a value, and counting the occurances of it. It doesn't add those together and display the result, it just shows the number of occurences - in this case, the number of timesheet entires. I don't think we have any particularly good grouped count to show this, but I'll see if there is a SQL statement that could potentially give you something for a list of data if that would potentially be suitable? Thanks Bob
  7. Hi @Alisha Could you send/post what you have configured so far to get your results and I'll take a look Thanks Bob
  8. Hi @Alisha At the moment we have no immediate plans for this, as Dashboards have not been designed for that particular purpose. But your feedback has been noted, and we may have some updates in the future that can accommodate something closer to what you are looking for here. Thanks Bob
  9. Hi @Alisha I don't think you will need to create any kind of join here if you are just basing it on the title. I have just set up something similar using the following: Hope this helps Bob
  10. Hi @Alisha In widgets, you have the option in the "Design" sections to perform a lookup of users with URNs in the output. Please see the screenshot below - this is from the h_sys_tasks table, and by selecting this option, the names are displayed properly: Kind regards Bob
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
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