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Bob Dickinson

Hornbill Product Specialists
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About Bob Dickinson

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  • Birthday 08/26/1983

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    Ruislip

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  1. Hi @Kelvin Unfortunately I'm not aware of a simple way we can get this information out of Hornbill. The timeline against a request is not easy to perform reports against so to be able to specify whether an update was made on a particular date by a particular person is not going to be achieveable through the tools we provide. It MIGHT be possible via a SQL statement but this wouldn't be dynamic (i.e. it wouldn't prompt you to enter a user and a date range for example). Sorry I can't be of more assistance here Kind Regards Bob
  2. Hi @Kelvin Sorry for the long time its taken to get back to you regarding this request. Is this still a requirement? If so, are you look for the functionality to be able to pick particular calendar date(s) and return any change requests that were raised within that timeframe? Kind Regards Bob
  3. Hi @SJEaton Try this: \b([1-9]|[1-8][0-9]|9[0-9]|[1-8][0-9]{2}|9[0-8][0-9]|99[0-9]|1[0-4][0-9]{2}|1500)\b A useful utility to generate regex for numeric ranges can be found here: http://gamon.webfactional.com/regexnumericrangegenerator/ We don't have any formal documentation around useful regex on the Wiki but this is a good suggestion, so I'll ask internally if there is anything we can put together as a starting point. It would be also be very beneficial to see what other community users use as part of their configurations. For those reading this, please feel free to post here if anyone has regex that they regularly use that may be useful to others! Kind Regards Bob
  4. Hi @Paul Alexander Thanks for the feedback - that certainly seems like a valid request, and I can see how this would work consistently with how other areas of a Service selection would work currently (for example you can set a default template per Service -> Request Type at present). We will certainly take this into account when making improvements in the future to this area - plus how Email Templates and Snippets can both be used most effectively for analysts. Bob
  5. Hi @samwoo, I'm not aware of any short terms plans to allow the segregation and selection of items in this list of templates between different users - that may be one for @James Ainsworth to comment on in terms of how this would work alongside snippets in the Email function of Service Manager. At the moment, this has been introduced as an additional system setting to faciliate the manual sending of consistent templates at times where it can't or shouldn't be done automatically as part of a Business Process. Kind Regards Bob
  6. Hi @Chris Thompson I appreciate reporting can be a bit tricky when you are having to join tables to get out particular information. We will soon be introducing our "In App Reporting" which will make the creation of these kinds of reports far easier in the future because we will have templates that have already been set up for this type of thing and you simply add the criteria you require to it. But in the meantime, please have a look half way down this thread for some information on how to set up departmental associations to your reports: I hope this helps and gives you a bit of a starting block to work from. Please let me know if you have any issues or questions. Kind Regards Bob
  7. @Paul Alexander @SJEaton @HHH @nasimg @Darren Rose Hi All, Whilst we still don't currently have snippet formatting, we do have another feature which may assist with some of the areas you are experiencing that require this. There is a Service Manager system setting you can turn on called: app.email.request.operation.templateSelectable - this will allow you to choose from the list of Email Templates on your system - which can be formatted. You will also notice that the variables are resolved when selected so they can be used a bit like snippets in that sense. Whilst this is not ideal (as this is a global setting so everyone will see the list, and only people with access to the email templates can amend), it may be useful in some of your cases. I hope this helps, Kind Regards Bob
  8. Hi @Chris Thompson Just to confirm, are you using our standard reportings (the "Reports" Tile in the admin tool) or are you configuring Advanced Analytics? Kind Regards Bob
  9. Hi Lauren If I have understood your requirement correctly, I believe you are able to do this by adding 2 "Series" to the widget. A series can be found at the bottom of the "SQL Group By" wiget (which I assume you are already using). So if you keep the same criteria you are currently using to get to total number of open tickets grouped by Owner, and add two series - one for Incidents (h_requesttype = 'Incident') and one for Service Requests (h_requesttype = 'Service Request'), this should split each individuals bar chart columns into 2, with the divide between the types So to set up the series: And the resulting chart looks like this: Is this what you are looking for?
  10. Hi @mojahidm Unfortunately you are correct - we don't currently have the option to create reports that have multiple grouping options such as the above - it would likely be 3 individual reports, one each for Logged, Resolved and Outstanding. There may be a way to represent this as a widget (using SQL in the Custom Widget option) but this would not be available to be scheduled/sent out/generated into a CSV style format. I will enquire if anything more can be done to combine groups of data such as above, but I am not aware of any immediate plans at present. An integration with something like Power BI may be the best option in the very short term (if multiple reports are not feasible). Kind Regards Bob
  11. Hi @lee mcdermott Sorry for the delay. You could try the following which should bring back last months requests: h_datelogged >= LAST_DAY(NOW() - INTERVAL 2 MONTH) + INTERVAL 1 DAY and h_datelogged < LAST_DAY(NOW() - INTERVAL 1 MONTH) We don't have an official Hornbill reference to Date and Time functions as it typically standard SQL. There is a good guide here to some of the functions: https://dev.mysql.com/doc/refman/5.5/en/date-and-time-functions.html Also, I have created a reference that I often use as a prompt when a useful statement appears: (n.b I'm sure there may be more efficient ways tp get the same results! But these have worked for me previously) Hope this helps Bob
  12. Hi @Joanne The Assign to request creator option only works if you specify the Team in which that request should sit as well - because you can't have a request that is assigned to an indvidual or not a team. So you need to be careful here that if you do use it (and specify the team), that any potential request creator resides within that team - otherwise you will also have the error There is an alternative however - Ensure you have a Get Request Information task in your workflow, and for the assignment use the task - Assign to Owner (variable). You can then set the Owner Variable as the Request Creator (as per my screenshot below). One important thing about this method - if the creator is a member of more than one support group, it will AUTOMATICALLY pick the one that is first in the list (i.e. the one they were first assigned to) I hope this helps! Bob
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