[Timesheet Manager widget]

Hi @Alisha

Could you send/post what you have configured so far to get your results and I'll take a look

Thanks

Bob

[Email a snapshot of a dashboard]

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

[Count widget]

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

[User friendly way to display h_assigned_to]

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

[Widget help!]

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

[Widget help!]

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

[More custom fields please?]

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

[Widget help!]

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

[@someone through BPM]

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

[GDPR issue with user searching in PCFs]

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

[SLT/Within Response Time fields not re-evaluating]

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

[Azure SSO Failing]

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

[Hide 'It's working!' button]

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

[Hidden from Customer Requests]

@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

[Branch on group membership]

Hi @Michael Sharp

Right 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

[AD Integration]

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

[Hidden from Customer Requests]

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

[Setting up Groups in email templates (Inbox)]

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

[More custom fields please?]

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

[More custom fields please?]

Hi @Alisha@Adrian Simpkins 

Out of interest, what is the primary reason/need that you and your organisation are using the request custom fields for at the moment?
We are just keen to see if there is other functionality that potentially could be improved instead, to asist with achieving the requirement that might be an alternative to regualrly increasing the number of custom fields available. 

Kind Regards

Bob

[More custom fields please?]

Hi@Alisha

We will discuss internally with the product teams and get back to you shortly

Kind Regards

Bob

[Advanced Analytics Sample Period Enhancement]

Hi @Adam Toms

You could use the Manual Sample Setting option - this way allows you to specify simply the number of samples you want to display without it being based on the calendar - e.g. Last 2 samples or Last 10 samples. That should ensure that it shows last years and this years without needing to make any changes to the widget every month. 

Kind Regards

Bob

[Advanced Analytics - Average number of IN/SR]

@Giuseppe Iannacone I had a look and couldn't get anything working initially 

I am pretty packed with customer engagements for the rest of the week so not sure I will get time to look at this again until next week - but I will see what I can do (if it's possible) and get back to you

Kind Regards

Bob

[Advanced Analytics - Average number of IN/SR]

Hi @Giuseppe Iannacone

I'll have a look to see if that is possible (I'm not entirely sure it is!). 

But just to confirm - you have talked about "Average Number of Incidents Logged" which is just the average of 1 of the current measures on your chart. 
Your graph shows 4 different types of measures there - so would you want 4 average lines? So in theory your graph is going to show 8 lines?

Kind Regards

Bob

[Advanced Analytics - Average number of IN/SR]

Hi @Giuseppe Iannacone

I'm a little confused about what you are looking to average? You are unable to get an average using the totals of each months widget (across the four measures) - but even if you could, I am not sure what that would tell you due to the mixing of tickets being logged, resolved and types. 

The only thing I can suggest is a linear trend line - this can be configured in the Widget settings:

Kind Regards

Bob